ICAEW has said that HMRC should ‘urgently publish’ a plan setting out improvements to its services and be held accountable for making changes.

This comes as the tax authority announced last week that from 2 October 2023, it will no longer operate a 10-minute service level on its agent-dedicated line (ADL) and will re-route enquiries on PAYE.

HMRC said this means that callers may have to wait slightly longer than normal to speak to an adviser on the ADL, especially at peak times.