HMRC Call Centre Technical Call Back Service

David Baker made this Freedom of Information request to HM Revenue and Customs

Waiting for an internal review by HM Revenue and Customs of their handling of this request.

From: David Baker

10 October 2012

Dear HM Revenue and Customs,

http://www.linkedin.com/groups/Has-there...

"the employers helpline is increasingly producing the message that
they are too busy to take the call and to try later, no option to
wait, 90% of my questions are referred to a technician which you
invariably have to wait for a call back for, if you do not answer,
they do not try again"

HMRC appear not to be providing the service needed.

Please let me have a copy of HMRC Call Centre (or if appropriate
other area of HMRC) Technical Question Callback guidance and
instructions.

How many Technical Questions have HMRC received in each of the 4
years ended 5 April 2012 and from 6 April 2012 to the present date?

How many Technical Questioins have HMRC not responded directly to
the questioner and abandoned attempts to do so or not even
attempted to do so (please differentiate between the two)

Yours faithfully,

David Baker

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From: David Baker

17 October 2012

Dear HM Revenue and Customs,

Please acknowledge this FOIA request.

Yours faithfully,

David Baker

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From: David Baker

20 October 2012

Dear HM Revenue and Customs,

Section 10 Freedom of Information Act 2000

"Time for compliance with request

(1)Subject to subsections (2) and (3), a public authority must
comply with section 1(1) promptly and in any event not later than
the twentieth working day following the date of receipt."

The legal requirement is "PROMPTLY" with a caveat of "in any event
not later than the twentieth working day following the date of
receipt"

In the past, HMRC have been capable of acknowledging 100% FOIA
requests via Whatdotheyknow within 1 working day of receipt, if not
on the day of receipt.

What is preventing HMRC acknowledging this FOIA request in the
previous timescale?

Yours faithfully,

David Baker

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From: David Baker

8 November 2012

Dear HM Revenue and Customs,

Please pass this on to the person who conducts Freedom of
Information reviews.

I am writing to request an internal review of HM Revenue and
Customs's handling of my FOI request 'HMRC Call Centre Technical
Call Back Service'.

No acknowledgement of this FOIA request indicating unreasonable
HMRC behaviour suppressing reasonable information.

Please acknowledge my FOIA request and provide the information
sought or fully explain and justify HMRC's reason for failing to
comply with the law.

A full history of my FOI request and all correspondence is
available on the Internet at this address:
http://www.whatdotheyknow.com/request/hm...

Yours faithfully,

David Baker

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