IT IS becoming impossible to have a one-to-one chat with the taxman, according to a top York tax accountant, who has launched a scathing attack on the government's newly-merged HM Revenue and Customs (HMRC) Ministry.

Nevil Pearce, a tax partner at the York office of UHY Calvert Smith, today described the outsourcing of HM Revenue and Customs "Helpline" service to unqualified call centre staff as "an ill-considered and damaging move".

Until recently, he said, taxpayers and their professional representatives could phone Inland Revenue staff, who would access data on individual cases, give guidance, provide information or refer the matter to an inspector, who would generally return calls to discuss technical matters or resolve an issue. Not now.

"Without warning, this resource has disappeared," said Mr Pearce, "What we get instead is an interminable delay while the number rings-out, then one of those infuriating push-a-button recordings. When you do get through, an outsourced drone recites from a script that is basically designed to lead nowhere and end the call."

People manning the phones only had access to computer screens, but not individual files. "They have no technical knowledge and aren't trained to deal with anything but the most basic of queries," claimed Mr Pearce - although HMRC vehemently denies this.

"For those working for clients, within tight time and cost parameters, the online delays and lack of cooperation are very frustrating.

"Writing to HM Revenue and Customs is even more time-consuming and inefficient."

Mr Pearce alleged that since the Revenue and Customs joined forces things had "gone from bad to worse".

"There has been a cultural clash and, sadly, the heavy-handed approach of Customs has prevailed over the Revenue's more helpful stance," he said.

Mr Pearce claims this arms-length approach will alienate business people.

Instead of cooperating willingly, they will only comply when they are compelled to.

"The Hampton Review was all about administrative efficiency - and the creation of a working rapport between the taxpayers, their advisers and tax collectors.

"So far, the centralisation of the merged Revenue and Customs helpline has done precisely the opposite. The goodwill and rapport that certainly existed before is simply evaporating."

Call centre chaos

So how did her Majesty's Revenue and Customs counter these allegations? It took me more than an hour to track down its spokeswoman.

A phone call to Wolverhampton HQ led to two phone numbers being given. After repeatedly being put on hold on the first phone number, I tried the second number. I waited for the six options (and a piano sonata). A voice robot interjected: "Other inquiries are on the line. We are currently experiencing high call volumes. Please try later..." I did. Again and again.

Back to Wolverhampton, where an adviser gave me a different phone number, which at last piped me directly to the HMRC press office.

Once there, a spokeswoman for Her Majesty's Revenue and Customs denied the 9,000 or so permanent call centre staff in its contact centres were untrained.

"Many of them are skilled in various lines of business. This provides us with a dynamic allowing us to respond to the varying demands on our service, according to the differing levels of calls. Top quality training is central to delivering the high standard of service to which we are committed.

"We use a variety of methods to provide the most up to date and appropriate training for our staff.

"This involves both technical training and soft skills, and throughout our training courses staff consolidate their learning on live calls."

There was also support readily available from specialists on more complex inquiries.

"Where this is necessary, we have procedures in place to enable a customer to be called back as soon as possible.

"Our staff are given all the necessary technical support to enable them to assist customers," she said, adding that agents also have priority lines which can be accessed at peak periods."

Updated: 11:09 Friday, September 09, 2005