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Tax Credits Helplines

Volume 406: debated on Thursday 12 June 2003

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17.

To ask the Chancellor of the Exchequer what support is being given to staff working on the tax credits helplines to enable them to deal with the workload. [118676]

The revenue has been able to support its staff employed in the Tax Credit Contact Centres by:

Providing an initial and comprehensive training package followed by additional, supplementary training as the workload has changed.
Backing this up with rapid escalation processes for more complex or difficult calls.
Bringing several hundred additional staff onto the helpline when the number of calls started to increase in early April.
Managers working closely and quickly with staff and their trade unions to resolve any local pressures or concerns that may develop.