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HMRC defended its scheme, suggesting that there would never be a situation where large numbers of staff volunteered at the same time.
Based on 66,000 employees, 3,500 days equals 25 minutes per person each year.
HMRC’s policy is more generous than other government departments. For example, civil servants at the Department of International Trade are allowed three days of paid leave for volunteering, although the Department of Defense allows six days of paid leave.
Similar schemes in the private sector allow staff to take up to one day of paid leave for voluntary work, although schemes can vary.
HMRC staff can choose where to volunteer. A civil servant used a posting on the Inland Revenue website to write about volunteering in his scout group by “making spaghetti bolognese and making sure the scouts brushed their teeth”.
Last December an An IT error cut off as many as 99,000 callers from HMRC phone lines and online services, prompting MPs to order an investigation into the outage.
Recently, taxpayers and accountants reported waiting more than an hour to speak to an adviser at HMRC, while others had to wait months for a reply to their letters.
The tax office is leaving taxpayers waiting an average of 15 minutes before picking up the phone, compared to just five minutes before the pandemic, HMRC figures show.
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