Did anyone hear....

[OwlHoot]

Another thing, why do they use the term 'customers'?

Public sector bureaucrats trying to ape their betters in the private sector, i.e. us.

[Doggy Styles]

Another thing, why do they use the term 'customers'?

Nothing pisses me off about HMRC more than that. My hackles have risen just reading your post HAB!

And then you get that c*** Dave Hartnett in charge of HMRC yesterday saying that there is no need for HMRC to apologise for f**king up six million taxpayers' assessments - "because that is normal operation". We're not customers now, are we!

F*** them.

[MarillionFan]

Not the word I would use.

Another thing, why do they use the term 'customers'?

Because proles would be considered offensive.

[Sysman]

Linky

I think this is the interview that the OP is talking about.
Shocking

And a link off that page 'PAYE is a 1940s' system'

No surprise that Primarolo gets a mention.