HMRC has written to agents to inform them of upcoming changes to the Agent Dedicated Line (ADL).

From 2 October 2023, HMRC will remove its current 10-minute call-answering target for the ADL, meaning that agents should expect waiting times to increase.

The tax authority will also introduce waiting time information for queuing callers and re-route some PAYE queries.

HMRC claims that these measures will help improve the quality of service offered while meeting the challenges it faces in delivering that service.

However, the decision to scrap the waiting time target has been met with criticism, with the Institute of Chartered Accountants in England and Wales (ICAEW) saying this signals a "new low" for HMRC.

According to the ICAEW, the announcement demonstrates a "continued decline" in HMRC's performance, with little sign of improvement likely in the near future.

Michael Izza, chief executive at the ICAEW, said:

"Removing the 10-minute service level on the Agent Dedicated Line represents a new low in HMRC's declining performance.

"It seems clear that HMRC does not have the tools to manage the tax system effectively and efficiently, so to restore confidence, we want to see a thorough review with a plan to improve services and develop digital capabilities for the future."

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