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HMRC phone 'rip off' costs £136m

HMRC phone 'rip off' costs £136m
Taxpayers are being charged £136m a year because of HMRC officials failing to answer the phone, a National Audit Office report will reveal.

The NAO's investigation found 20 million calls to premium-rate hotlines went unanswered in 2011, while those who got through had to wait an average of five minutes.

The report concludes the cost to taxpayers as £33 million in unnecessary call charges and £103 million in customer time.

Green Box: HMRC phone 'rip off' costs £136mClick to open

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