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To ask the Chancellor of the Exchequer, pursuant to the answer to the hon. Member for Shipley of 6 July 2010, Official Report, column 513W, on Revenue and Customs: telephone numbers, what the terms of reference are of his Department's review of its telephone numbering strategy; and if he will make a statement.
HMRC initiated an internal and informal review of its numbering strategy for customer-facing helplines in January 2010 with the twin objectives of:
reducing the cost to vulnerable customers of calling HMRC, where that can be delivered at an appropriate balance with HMRC costs and business performance; improving the sustainability of it's Contact Centre business, by anticipating and mitigating future business costs associated with its numbering strategy.
The Government subsequently accepted the recommendations of the Treasury Sub-Committee in its 16th report “Administration and effectiveness of HM revenue and Customs” (HC731), published on
The full text of the Government response was published by the Committee on
Additionally, and further to my answer to Fiona Mactaggart of