Frank Field – 2015 Parliamentary Question to the HM Treasury

The below Parliamentary question was asked by Frank Field on 2015-10-28.

To ask Mr Chancellor of the Exchequer, what the average (a) duration and (b) cost to the caller of a telephone call to HM Revenue and Customs’ tax credit telephone lines was in the most recent 12 months for which data is available; and how much revenue was generated from these calls.

Mr David Gauke

HM Revenue and Customs (HMRC) does not track each customer journey end to end through the phone system, and cannot therefore provide the average duration time as requested.

HMRC does not hold information of the cost of a call to its lines. I would refer to my answer given on 13 July 2015 to UIN 5712.