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HMRC is testing an automated SMS system

A new trial system aims to identify taxpayersseeking help with specific queries which HMRC considers can be resolved online.Such callers will be sent a text message containing relevant links.

Callers to HMRC’s income tax helplines from amobile phone will be dealt with in one of the following three ways:

  • Callers with queries about their UTR or registering     for online services will be sent an SMS that matches the key words they     used to describe their query. The call will be automatically disconnected     after a message explaining that an SMS has been sent.
  • Callers with queries about whether they should     register for self assessment or whether they should still complete a tax     return, and those with requests for their income and employment history, will     be offered the option of receiving an SMS or continuing to hold for an     adviser.
  • Callers who wish to know their National Insurance number     or need help with filling in their tax return will be sent an SMS and     given time to engage with it before deciding whether to terminate the call     themselves or opt to continue to hold and be routed to an adviser.

The trial runs until the end of this financialyear.

See: New SMS service launched on HMRC helplines | The Association ofTaxat

April 18, 2023