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Welfare Tax Credits: Telephone Services

Volume 462: debated on Wednesday 4 July 2007

To ask the Chancellor of the Exchequer how many calls to the tax credits helpline were dealt with by private sector companies in each month from January 2003 to June 2007; how many of these were not recorded; and what steps are taken to notify claimants of this fact, where relevant, when they appeal against overpaid tax credits. (144702)

HMRC supplemented its internal Contact Centre capacity with the use of private sector companies to deliver tax credit services during 2003-04. The table lists the monthly calls handled by these suppliers for the period requested. During any months in the period in question, where a value is not shown for calls handled, HMRC did not need to use private sector companies to supplement its services, and all calls were handled by HMRC.

The number of calls handled by private sector suppliers, which were not recorded, is not available in the format requested.

Calls handled by private sector companies were generic and did not require access to HMRC Computer systems or individual customer records.

1Calls handled

2003

January

239

February

310

March

618

April

660

May

728

June

32

July

0

August

0

September

0

October

0

November

0

December

0

2004

January

0

February

57

March

181

April

133

May

138

June

138

July

124

August

178

September

294

October

167

1 volumes shown in thousands, rounded to the nearest thousand