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Where Taxpayers and Advisers Meet

Telephones at NIC & EO temporarily out of order

etf
Posts: 581
Joined: Mon Nov 02, 2009 5:25 pm

Re: Telephones at NIC & EO temporarily out of order

Postby etf » Fri May 17, 2019 12:40 pm

Phone message is still stating the line is temporarily out of order/HMRC has still not updated booklet NI38 (Last updated 3 April 2015) despite being alerted to the outdated telephone number problem over 3 months ago.

etf
Posts: 581
Joined: Mon Nov 02, 2009 5:25 pm

Re: Telephones at NIC & EO temporarily out of order

Postby etf » Wed May 22, 2019 2:22 pm

The result of a FOI request covering the HMRC telephone number that nobody answers (seemingly for well over 12 months...my bold):

This telephone line was closed on 23 February 2018, prior to this, a ‘change of number’ announcement was played on this line from August 2016 to advise customers they needed to call the NI Helpline. The gov.uk and internal guidance refers customers to the new correct number, however the NI38 form embedded within gov.uk guidance is out of date. Work has been commissioned to update form NI38 starting 14 May 2019.

Regarding the second question; as the helpline has been ceased since 23 February 2018 and is no longer an active helpline, subsequent calls statistics are not available.


This may be a dull question, but why does the recorded message not advise the caller to ring the new number rather than state the 3506 number is temporarily out of order?


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