"Dear Mr Commissioner
I have just hung up on one of your operatives at the Tax Agent Phone Line (137286) who insisted that I had to quote my Tax Agent Number to him AFTER I had keyed it in through the phone. He admitted he could see it on his screen, but I had to quote it to him in speech, because that was how I would prove I was a Tax Agent. This is not a big thing but it is hugely annoying, and is definitely not doing anything to help relationships. Why set up "shortcuts" if they aren't explained to your workforce? Or is it a new, improved, practice that I have only just heard about? Not good enough."