Mr.R.Devonshire

Dear HM Revenue and Customs,

Please provide statistics for call waiting times over the last 10 years, for HMRC.

In other words, please advise how long, on average, callers are made to wait.

I will need a breakdown by year of the average.

Please also provide statistics on the total number of calls received, the total number of dropped calls, and the total number of staff employed in your call centres, again broken down by year.

Yours faithfully,

Mr.R.Devonshire

foi.team@hmrc.gsi.gov.uk on behalf of FOI Central Team, HM Revenue and Customs

Our ref: FOI2018/01217

Dear Mr Devonshire,

Freedom of Information Act 2000 Acknowledgement

Thank you for your communication of 13th June which has been passed to
HMRC's Freedom of Information Team.

We have allocated the above reference which you should quote if you need
to contact us.

The Team will arrange for a reply to be sent to you which will either
comply with HMRC's obligations under Freedom of Information Act or, if we
think it's an enquiry that we don't need to address under the terms of the
Act, let you know why. If it is the latter we will, if possible, pass it
on to a more appropriate part of the Department for answer.

Yours sincerely

HMRC Freedom of Information Act Team

foi.team@hmrc.gsi.gov.uk on behalf of FOI Central Team, HM Revenue and Customs

1 Attachment

Dear Mr Devonshire,

I am writing in response to your request for information, received 13th
June.

Yours sincerely,

HMRC Freedom of Information Team

Richard Taylor left an annotation ()

My suggestion is to seek advice and assistance - they've said they can't see how they can advise and assist, but there are things you ask them about. You could ask them to identify their most used phone numbers / helpline numbers which where in operation over the last decade and confine your request to them for example.

Narrowing down the time-frame is another option; you could ask for statistics the last full year - 2017, and 2007, only if you want to compare how things changed over the decade for example.

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