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HM Revenue and Customs (HMRC) announced that it will close the tax helpline from Apr. 8 to Sept. 30, leaving UK taxpayers reliant on online services and chatbots. The six-month unavailability of telephone services aims to address long waiting times and criticism of HMRC's services, but critics fear it could lead to more errors on tax returns.

To clarify, HRMC's decision to close tax help does not mean any more customer services for UK taxpayers.

The key changes include closing the Self Assessment helpline between April and September, with customers directed to use HMRC's online services instead. From October to March, the helpline will only handle priority queries, redirecting other queries to online resources.

Similarly, the VAT helpline will operate for five days each month before the VAT filing deadline, and the PAYE helpline will no longer address refund-related calls.

Why HM Revenue and Customs Will Close Tax Helpline

According to BBC, these changes are part of HMRC's goal to redirect UK taxpayers to use their website and online tools instead of calling them on the phone. This can be helpful for some people because it's faster and easier. Still, others might find it difficult-especially if they're not comfortable using the internet or don't have good internet access.

People opposing the HRMC's decision to close the tax helpline believe that taxes can be complicated, and people sometimes need individualized help to ensure they're following the rules correctly. They argue that relying solely on online resources might not be enough to meet the various needs of taxpayers, especially those with complicated finances.

By shifting more services online, HMRC also counters that closing the tax helpline and leading people to online services can help them more while also spending their "taxpayer money" wisely. They also promise to monitor how these changes are working to ensure they're giving the best service possible.

HM Revenue & Customs also assures that advisers will still be available during office hours to assist customers who cannot use online services or require additional support due to health or personal circumstances.

Angela MacDonald, HMRC's Second Permanent Secretary and Deputy Chief Executive, argued that HM Revenue & Customs' decision to close the tax helpline is part of its plan to convert more UK taxpayers into online self-service, thereby providing quicker, easier, and more accessible support.