HMRC must focus harder on giving TAXPAYERS good, reliable and consistent advice, says Tony Margaritelli.
In July, HMRC issued its Professional Standards for compliance. I know I’m batting zero when I say that I’m fed up with being called a ‘customer’; it’s never going to be changed back to taxpayer despite the fact that I am a taxpayer who engages with HMRC, the correct recipients of my taxes. I am not a customer of HMRC because customers have choices, don’t they?
The new, modern HMRC love the idea that they are some sort of open-all-hours shop run and managed by a kindly Albert Arkwright, and that they and they alone truly understand the shopper.
However, rather than provide what the shopper actually wants they will supply a set of standards on how they will deliver the goods that their customers cannot buy anywhere else. This is because it’s good publicity and shows them in a bright yet warm light.
Their four standards are split into six key requirements and these standards are getting things right, being aware of our customer’s situation, being responsive – communicating with customers – and, finally, treating customers fairly. All laudable standards that anyone would have a hard time arguing with. After all, “getting things right” and “being responsive” and “treating customers fairly” shouldn’t really need saying, let alone writing down.
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