Ten-minute waiting target on agent dedicated line scrapped

Agents may have to wait longer than normal to speak to an adviser on the agent dedicated line (ADL) especially at peak times HMRC warns.

This is because from 2 October 2023 the tax authority will no longer operate to a ten-minute service level on the ADL. According to HMRC removing the ten-minute call answering target will allow it to ‘focus on improving the quality of service’.

It will be introducing information on call waiting times on the ADL so that agents can decide whether to continue to wait in the queue call back at another time or use a digital option to resolve their query.

Depending on the nature of the query the agent’s call may be rerouted. For example a PAYE query may be passed to a PAYE adviser.

In addition HMRC says it is:

• exploring the introduction...