Robert Jenrick, a candidate for the Conservative Party leadership, has unveiled a policy proposal intended to hold HM Revenue and Customs (HMRC) accountable for long wait times on their customer service phone lines. Under this plan, any taxpayer who remains on hold for more than 30 minutes would be entitled to a £30 tax rebate.

Jenrick argues that the current state of HMRC services is unacceptable, citing the frustration and lost time experienced by citizens attempting to resolve tax matters. The proposal is framed as a mechanism to incentivize the government agency to improve its efficiency and reduce the time taxpayers spend waiting for assistance. By attaching a financial penalty to excessive wait times, the plan seeks to shift the burden of poor service from the individual to the institution.

While the proposal focuses on service improvement, it raises questions regarding the practical implementation of such a rebate system and the potential administrative costs associated with tracking and issuing these credits. The BBC reports that this initiative is part of a broader discussion on public sector performance and accountability. As of now, the proposal remains a campaign pledge, and there has been no official response from HMRC or the current government regarding the feasibility or adoption of such a measure.