HMRC 'must improve' phone and web services

HM Revenue & Customs (HMRC) must use more "plain language" when providing people with guidance, a committee of MPs has found.

And, it added, the department's website is "not user-friendly" and falls short of the standards found in other countries.

The findings are part of a report published this week by the House of Commons' Committee of Public Accounts. The committee found that HMRC's performance had improved in many areas – for example, it answered within 20 seconds 72% of the 20 million phone calls it received in 2006/7, up from 45% in 2005/6.

However, the committee found that the department's target – to answer at least 90% of telephone enquiries within a day – was neither demanding nor in line with industry benchmarks.

It also called on HMRC to improve the accessibility of its website by adding more effective search and navigation tools, and to increase the number of forms which can be completed online.

"Completing a tax form should be made much simpler," said committee chairman, MP Edward Leigh. "Too many people are unintentionally making mistakes, resulting in an estimated underpayment of tax each year of some £330 million."

The committee noted that HMRC had not attempted to estimate tax overpayments arising from mistakes, which Leigh described as "puzzling to say the least".

"HMRC should produce such an estimate as soon as possible and also publicize common errors leading to underpayments and overpayments," he added.