The Low Incomes Tax Reform Group (LITRG) has voiced its concerns that HMRC plans to close its enquiry centres risk disadvantaging vulnerable taxpayers.
The Public and Commercial Services Union (PCS) is planning a demonstration tomorrow (31 May) to protest against the closures. The demonstration is scheduled to take place outside HMRC headquarters at 100 Parliament Street from noon-1pm, with PCS members wearing blank face-masks and holding a banner saying 'Don't make HMRC a faceless service. Keep tax advice local'. A petition of thousands of signatures will be handed in calling for the closure of the 281 centres to be stopped.
HMRC is set to close 13 enquiry centres across the north east between the beginning of June and the end of October. At the same time it says it will be piloting a new 'better and improved' service for individuals in need of extra support in their dealings with HMRC. If the results of the pilot are positive, HMRC plan to roll out the new service across the country from February 2014.
LITRG agrees with ICAEW in its response to the HMRC consultation that insufficient time has been allocated to consider and test the proposals adequately.
Anthony Thomas, LITRG chairman, said: 'LITRG is supportive of HMRC's strategy for moving to a more efficient customer support system but we are disappointed that the deadline for responses to the consultation is too close to the commencement of the pilot closure to give enough time to incorporate feedback into a new model.'
In particular, the campaigning group is concerned that HMRC's plans do not take sufficient account of the 'digitally excluded' and other vulnerable groups including older people, people with disabilities, migrants with limited English skills, and those struggling financially.
Thomas said: 'There is a risk that some individuals may - albeit unintentionally - become non-compliant as a result of the government's drive towards "digital by default" services. HMRC staff must be adequately trained and equipped with specialist skills to identify those who need extra help and ensure that, where it is needed, access to face-to-face support is retained.'
