One in five HMRC callers can’t get through HMRC data shows that only 79% of callers got through to an adviser in November, while taxpayers are spending more than 12 minutes on average waiting to get through. HMRC chief executive Jim Harra said: “I believe the level of performance that we have reached gives taxpayers a decent service,” but said he did not have the resources to ensure customer service was “brilliant”. With Mr Harra and his deputy Angela MacDonald facing the Treasury Committee, he said HMRC aimed to reply to 80% of postal queries within 15 days. However, only 41% were answered within this target, with this down from 47.9% the previous month.