Press Notice 13, Session 2006-07

26 February 2007

PASC to question HMRC boss on complaints

PASC - the Public Administration Select Committee - is continuing its work on Public Services: Putting People First this Thursday when it will question Paul Gray, Acting Chairman of HMRC, on complaint handling by the department.

The Committee is considering the processes in place to ensure that government departments and organisations respond to complaints effectively and learn from the complaints they receive. HMRC received 106 783 complaints last year. Last year 30% of complaints the Ombudsman accepted for investigation were about HMRC, and 22% of the complaints accepted for investigation were about Tax Credits. The complaints which the Ombudsman received about Tax Credits had an uphold rate of 90% in 2005-06, whilst the other complaints she received about HMRC had an uphold rate of 30%. Thursday's evidence session will give the Committee an opportunity to ask Mr Gray about this and other related matters.

The evidence session will take place at 10am on Thursday 1 March in the Grimond Room, Portcullis House.

For more information about the work of the Committee, visit our website at  


The Committee was nominated on 13 July 2005. Its terms of reference are to examine the reports of the Parliamentary and Health Service Ombudsmen, and to consider matters relating to the quality and standards of administration provided by Civil Service departments, and other matters relating to the Civil Service. The Membership of the Committee is as follows:

Tony Wright (Chairman) (Lab) (Cannock Chase), Mr David Burrowes (Con) (Enfield, Southgate), Paul Flynn (Lab) (Newport West), David Heyes (Lab) (Ashton under Lyne), Kelvin Hopkins (Lab) (Luton North), Mr Ian Liddell-Grainger (Con) (Bridgewater), Julie Morgan (Lab) (Cardiff North), Mr Gordon Prentice (Lab) (Pendle), Paul Rowen (Lib Dem) (Rochdale), Grant Shapps (Con) (Welwyn Hatfield), Jenny Willott (Lib Dem) (Cardiff Central)

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