HMRC’s VIP Line - A Two Tiered Approach

HM Revenue and Customs (HMRC) is tasked with collecting taxes fairly and efficiently. However, the existence of a "VIP line" (Public Department 1, or PD1) for certain individuals raises concerns about potential discrepancies in how taxpayers are treated.

The PD1 Paradox:

The general public faces long wait times and is forced to navigate complex automated menus when using the HMRC helpline. By contrast, the PD1 line offers high-profile and high net worth individuals including Members of Parliament direct access to specialised tax staff. This disparity in access raises questions about:

• Fairness: Should some taxpayers be granted preferential treatment based on their profession or status? Shouldn't all taxpayers have equal access to timely and accurate tax information and assistance?
• Transparency: The lack of clear information about the PD1 line and its criteria for access fosters a perception of a two-tiered system, eroding public trust in HMRC's impartiality.
• Efficiency: While PD1 may offer faster service for specific individuals, does it create an imbalance within HMRC, potentially diverting resources away from the general helpline, which serves the vast majority of taxpayers so poorly?

There is no question that the risk of private information being stolen or leaked to the public is much greater for MPs and high-profile individuals. There is definitely a case in favour of minimising access to these files within HMRC, however there is great disparity between the average waiting times on the PD1 line compared with the helpline available to other taxpayers.

According to latest figures members of the public waited an average of 22 minutes and 47 seconds on hold before their call was answered, whereas those on the VIP number had their calls answered in 2 minutes and 27 seconds.

We do not know the criteria for access to the VIP line. However, even if it was limited to 2,000 taxpayers, with 9 dedicated staff, that would equate to just 200 taxpayers per HMRC staff member.

For the general HMRC line - 31m taxpayers - the ratio is over 1,500 taxpayers per HMRC employee.



It is no surprise that there is such a disparity in wait times.