Each year up to 10 million taxpayers contact the HM Revenue and Customs for help with their tax affairs and the Department spends Ap35 million on producing and distributing printed information and Ap55 million dealing with contacts. This report looks at the type of communication between the Department and the individual taxpayer whether forms and guidance are easy to obtain, easy to understand, accurate and comprehensive. The potential benefits and savings in making services more responsive to customer needs have previously been highlighted and the Department has already instituted some changes, with more being planned. This report contains recommendations to continue this process.This would help to improve further the quality of call handling where the Department has assessed that 94 per cent of calls were ... centres by piloting techniques used by other organisations such as mystery shopping (paragraphs 4.13 and 4.14). ... Identify the main types of error that taxpayers make and where they do not understand their tax obligations, to inform the ... The Department should identify the errors that lead to taxpayers overpaying tax and estimate the extent to which thisanbsp;...
|Title||:||Helping individuals understand and complete their tax forms|
|Author||:||Great Britain: National Audit Office|
|Publisher||:||The Stationery Office - 2007-04-27|