HMRC staff not to blame, says union

HMRC has been slated by union representatives for failing to provide adequate
training for call centre staff, or properly functioning IT systems to deal with
accountants’ queries.

After Accountancy Age revealed last week the high level of
accountant’s frustration when dealing with ‘unqualified’ HMRC call centre staff,
the Public and Commercial Services Union has claimed that workers have not
received adequate training for over 18 months, and the IT systems do not provide
enough support to deal with more technical questions.

‘Morale is not great,’ said PCSU call centre official Bill McCreath. ‘It
could be better by expanding training, getting IT to help them and by not
cutting staff. The drive is to deal with calls quickly, not necessarily

An HMRC spokesman said that ‘top quality training is central to delivering
the high standard of service to which we are committed’. He added that training
and support was ‘readily available from specialists’.

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