A trial textual content message scheme for taxpayer queries is being expanded, HM Income and Customs (HMRC) has introduced.
Callers to HMRC helplines with sure queries have already been receiving SMS messages with hyperlinks to digital companies since January – to avoid wasting them ready on maintain.
This offers them with a faster service whereas freeing-up HMRC’s advisers to assist individuals with extra advanced queries, the income physique mentioned.
From Might 4, the service shall be expanded to incorporate different routine queries which could possibly be answered on-line, and clients calling about these shall be given the choice to both obtain a hyperlink to the net service or stay on the telephone.
These queries embody these regarding proof of entitlement paperwork for baby profit, voluntary nationwide insurance coverage contributions and checking nationwide insurance coverage data, making use of, amending or cancelling marriage allowance, checking for receipt of a voluntary nationwide insurance coverage fee and when to count on a reply from HMRC.
The brand new SMS service has already helped level individuals to the place they’ll get the quickest reply – and I am delighted we are able to save extra individuals from ready on maintain
Richard West, HMRC
In March, HMRC introduced {that a} deadline for some individuals to voluntarily plug gaps of their nationwide insurance coverage report as a way to increase their state pension entitlement had been prolonged to the tip of July.
The extension was made after buyer phonelines have been busy with individuals making an attempt to make top-ups.
Richard West, director of private tax operations at HMRC, mentioned: “We’re persevering with to rework and enhance our digital companies so clients can get solutions to a lot of their queries faster and simpler than they’d by calling or writing to us.
“The brand new SMS service has already helped level individuals to the place they’ll get the quickest reply – and I’m delighted we are able to save extra individuals from ready on maintain.”
Beneath the initiative, individuals who name HMRC from a cell with sure routine questions obtain an SMS message as an alternative of being put by way of to an adviser.
The SMS shall be triggered robotically, primarily based on the shopper’s cause for calling, and can embody a direct hyperlink to related on-line info.
Most often, clients will obtain the textual content whereas they’re nonetheless on the telephone, HMRC mentioned.
The service launched as a trial on January 19. Within the first two months, textual content messages have been despatched to 180,000 clients.
