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HMRC launches ‘Where’s my reply?’ tracker service

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Tax agents, employees and those paying tax under PAYE on company pensions have been invited to use a new tracker to find out when they can expect to receive a reply from HMRC.

‘You can use the tracker to check how long it will take HMRC to pay your income tax refund; reply to your general income tax enquiry; provide a copy of individual information, such as your tax code or pay and tax details; [or] send you HMRC forms or stationery,’ HMRC said.

Tax agents can also check how long it will take HMRC to ‘register you as an agent to use HMRC online services’; process an application for authority to act on behalf of a client; [or] amend your agent details’.

The department said it was ‘committed to helping its customers by providing response times for their queries’. It would add more subjects to the tracker in due course.

In its August update on the ‘joint initiative on HMRC service delivery’, HMRC listed the ‘online progress-chasing tool’ as a feature of improvements to post processes ‘via the Working Together Post Group’.

In July HMRC announced that the group was running a pilot exercise to encourage the use of ‘signpost headings’ in agents’ letters to HMRC on self assessment and PAYE issues.