HMRC needs to introduce a tracking tool for correspondence, claims and returns for taxpayers and their agents, says the Association of Taxation Technicians.
Ther current system’s lack of visibility is just causing frustration, delays and unnecessary contact.
ATT said you can track application through other government services (such as Passport Office), yet there is no easy way to confirm whether HMRC has processed a tax return, claim or piece of correspondence, or see where it sits in the system.
ATT is calling for a simple digital tracking system, which would:
- Acknowledge receipt of correspondence with a reference number.
- Show indicative specific turnaround times, instead of generic information.
- Provide status updates as cases progress.
Chair of ATT’s Technical Steering Group, Jon Stride, said: You can track a passport application from start to finish, but not a tax return or repayment that may be worth thousands of pounds. Giving taxpayers and agents greater visibility would reduce uncertainty, cut down on progress-chasing and free up HMRC resources.
“There are delays in HMRC turning around correspondence, returns and claims submitted on behalf of their clients. When HMRC has not actioned the correspondence, return or claim within a reasonable timeframe, it is not known whether it is still being dealt with or has been ‘lost’ in the system.
“A progress tracking system could also enable HMRC to make significant improvements in customer service. Telephone lines, which are often under immense pressure, would only need to be used by those taxpayers or agents with more complex matters as there would be no need to call HMRC to progress chase in most cases.”
