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HMRC aims to respond to correspondence from members of the public; 80% of post within 15 working days and 95% of post within 40 working days. Results for the last five financial years are:
|National||15 day target||15 day result||40 day target||40 day result|
Correspondence by e-mail is currently limited. HMRC does not have a target for email responses and does not formally report figures.
For (b) HMRC does not have a target time for answering telephone calls, but recognises that there are further improvements to be made and is aiming to achieve 90% of call attempts handled by 2014-15.
In 2011-12, HMRC significantly improved the number of call attempts handled to 74% (compared to 48% in the previous year)
|Percentage of call attempts answered|