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New HMRC Charter update

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In the last Budget the Chancellor announced that HMRC will be working with interested parties to begin work to develop a new taxpayer's charter.

HMRC have published the first formal consultation document (published in long and short versions) on the scope of the new charter. The consultation will be open until 11 September.

The first chapter in the consultation document explains existing HMRC’s legal framework and formal complaints process including the role of the two independent monitors of HMRC performance – the Adjudicator and the Ombudsman who look into customer complaints and make recommendations for redress in individual cases. The chapter also mentions the planned reorganisation in HMRC to bring in a non-executive chairman (external) who will be responsible for the oversight and assurance and a Chief Executive Officer who will be accountable for delivery of the department’s objectives as an additional means of ensuring the charter is delivered effectively.

Three possible roles are suggested for a new charter:

  • Rights and Responsibilities Headlines – the charter would provide a set of signposts to help taxpayers find out what their rights are and how they can access them;
  • How taxpayers can expect HMRC to treat them  – this would set out key standards that HMRC would apply when dealing with taxpayers such as giving fair, professional and courteous service, with due regard to individuals' costs; and
  • The standards of service that HMRC will promise – this would cover a wider relationship with all HMRC’s stakeholders, covering the department’s overall operation and the value for money that they provide.

It also considers how these roles would fit with the rules that already govern what HMRC does and their relationships with customers through regular /forum/s and representative meetings.

Finally, the document looks at whether the Charter should cover all the Department’s customers in one document, or would a separate approach for different groups of customers be better.

Whilst the new Charter is being consulted on, the old Inland Revenue and HM Customs and Excise Charters have been withdrawn from the HMRC website with immediate effect. They will be replaced by the new Charter around summer 2009.

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Sarah Laing

Sarah Laing
Editor, TaxationWeb News

Sarah is a Chartered Tax Adviser. She has been writing professionally since joining CCH Editions in 1998 as a Senior Technical Editor, contributing to a range of highly regarded publications including the British Tax Reporter, Taxes - The Weekly Tax News, the Red & Green legislation volumes, Hardman's, International Tax Agreements and many others. She became Publishing Manager for the tax and accounting portfolio in 2001 and later went on to help run CCH Seminars (including ABG Courses and Conferences).

Sarah originally worked for the Inland Revenue in Newbury and Swindon Tax Offices, before moving out into practice in 1991. She has worked for both small and Big 5 firms. She now works as a freelance author providing technical writing services for the tax and accountancy profession.

Article Added Thursday, 19 June 2008

 

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