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24 April 2024 - The work of HMRC - Oral evidence

Committee Treasury Committee
Inquiry The work of HMRC

Wednesday 24 April 2024

Start times: 2:00pm (private) 2:15pm (public)

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HMRC officials to face questions from Treasury Committee on phone line policy reversal

The Treasury Committee hears from HMRC bosses, including Chief Executive Jim Harra, as part of the Committee’s ongoing scrutiny of the regulator’s work.

On 19 March, HMRC wrote to the Committee confirming plans for a major operational change which included a significant reduction in its capacity to communicate with taxpayers over the phone.  

Meeting details

At 2:15pm: Oral evidence
Work The work of HMRC (Regular evidence sessions)
First Permanent Secretary at HMRC
Second Permanent Secretary at HMRC
Lead Non-Executive at HMRC

Following a backlash spearheaded by the Committee, the department sent a second letter to the Chair confirming a reversal of the decision within 24 hours. The decision to halt the plans was welcomed by all members of the Treasury Select Committee.

It is likely MPs will want to probe witnesses on the circumstances which surrounded both the proposed reduction in service and the decision to reverse the changes. This may include questions around who was aware of HMRC’s initial plans before they were announced, and which “concerned stakeholders” led to the reversal.

Members of the Committee may also ask for information regarding what the department’s future operational plans are, including whether they still intend to go ahead with reducing phone line capacity in future. 


The Thatcher Room, Portcullis House

How to attend