Australia (AU)
The ICAEW’s Tax Faculty summaries the annual report and highlights the differences
HMRC complaints decreased by 19% (1,029) COVID-19 support is less of a problem, but
the number of complaints is higher than before COVID.
The complaints that have been resolved represent 32% of the total, and those that
have been partially resolved could still be upheld.The number is higher than last year.
Reporting performance by HMRC:
There are seven case studies in the report. HMRC’s payment of reasonable agent costs was upheld
in Case Study 6.
Helen Megarry, the Adjudicator, reports that her office was able to maintain performance,
service levels and commitment to supporting learning from complaints during the past two
years.
According to the Adjudicator’s office, the HMRC Charter has been a catalyst for root-and-
branch change focused on the needs of the customer.
The Adjudicator noted the inconsistent approach and attitude towards complaints within
HMRC, as well as the lack of clear accountability to create a positive complaint environment
at the highest level. In this report, HMRC’s progress to transform its complaints handling and
learning approaches is more positive.
HMRC’s focus on a target-based numeric system will not foster a culture of learning from
complaints.
Report Statements:
Jim Harra, HMRC’s Secretary and Chief Executive :
– “As HMRC works to restore normal service standards, we recognise that some customers
may experience delays as we work through our backlog”
Caroline Miskin, ICAEW’s Tax Faculty:
-“It will be interesting to see whether the current dissatisfaction many have expressed about
HMRC’s service performance is reflected in next year’s report. It will only do so if complaints
are made and taken through the two-stage process within HMRC and then to the
Adjudicator”.
HMRC is committed to publishing its responses in the rapport issued in autumn 2022.
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