A customer wanted a Braille version of the self-assessment return. HM Revenue explained that the form is a complex legal document and would be unusable in Braille. They offered the customer a home visit to help fill in the form and the customer was happy with this solution.
Another customer wanted the self-assessment tax return and guidance notes in Braille but did not want a home visit. In this instance his local tax office agreed to extract only the parts of the form and notes relevant to him and supplied these extracts in Braille for information purposes. The customer was happy.
A customer rang and asked for Braille versions of `everything you have on capital gains tax'. His local office rang him and enquired about his precise needs and then provided Braille versions of only the information relevant to him. The customer accepted this as a reasonable compromise, illustrating the advantages of speaking directly to your customers.
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