Deaf customers, who are able to handle their own affairs but cannot speak to HMRC directly, can now use video relay with a British Sign Language (BSL) interpreter via a webcam, and the interpreter will be able to talk directly to an HMRC adviser on the phone to create a three way ‘real time’ conversation.
British Sign Language customers with more complex HMRC issues can use the new Advocacy and Advice service provided by RAD. Advisers from RAD will use BSL to communicate with customers using an online video link and provide advice to the customer. If the RAD adviser needs guidance from HMRC to support the deaf customer, they will contact a HMRC adviser.
Customers wanting to use either the video relay or Advocacy and Advice services can find out more and book an appointment through the joint HMRC/RAD Tax Help Centre.