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Debate between Julian Lewis and Nigel Huddleston(9 months ago)
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Nigel Huddleston
I need to correct the hon. Lady, as the vast majority of the points I raised could be handled online, including through the app. One of the things we must do is communicate far more clearly. A fair point has been raised in the Chamber today, and I will continue to discuss it with HMRC, because there are clearly some challenges with communicating what is available, where help exists and so on, but there is a wealth of information on the digital offerings, particularly the app, and I encourage people to adopt them, where possible. The hon. Lady makes a valid point that people who cannot adopt them will need other help, and we are listening.
Sir Julian Lewis (New Forest East) (Con)
It is clear that HMRC made a serious mistake, and the Government acted commendably quickly in intervening to put matters right. I am sure they will now take a close interest in what happens next. As a matter of policy, will the Minister ensure that, whatever the future holds, it will not be anything so sudden or brutal, and that there will be a trial period before anything so dramatic is implemented across the board?
Nigel Huddleston
As I mentioned a few moments ago, there has been a trial closure of telephone services. The recently reported results show that the trial worked quite well. As we heard overnight and are hearing again in the Chamber today, the important challenge is that the confidence behind that has not been effectively communicated. The reassurances that I personally received on what will happen to help those who are not able to access online services—including the disabled, those without digital access and those with particularly complex cases—were not communicated. That is important to making sure that, as HMRC moves forward and policy is developed, we move at a pace with which people are comfortable.