HMRC 'must have non-online points of contact'

Date: 14/11/2011

Businesses thinking of doing away with their 0800 numbers and moving their customer services online may wish to take note of recent comments from the Low Incomes Tax Reform Group (LITRG).

The organisation stated HM Revenue & Customs (HMRC) is right to encourage enterprises to get in touch via the internet.

However, it should not force firms to do so, as it is not easy for some people to use the web or gain access to a computer.

Technical director at the LITRG Robin Williamson said there should be "robust, well-advertised alternatives for those who find it impossible or difficult to transact online".

He noted age, disability and poor broadband access are just some of the things that may prevent individuals from contacting HMRC using the internet.

With this in mind, firms may wish to ensure they have a well-staffed call centre as well as online forms so people can get in touch.

New 0800 numbers could be ideal for this, as they are memorable and free for people to call, which might encourage enquiries.