Filing a complaint with the South African Revenue Service (SARS) is a structured process designed to ensure that grievances are heard and addressed in a systematic manner. Whether it’s a service-related issue, an administrative concern, or a procedural matter, SARS has outlined clear steps for taxpayers to follow when they wish to lodge a complaint.
The first step in the complaint process is to attempt to resolve the issue directly with SARS through the normal channels of interaction. If this does not yield a satisfactory outcome, the taxpayer can then escalate the matter by lodging a formal complaint. SARS has made it convenient for individuals and businesses to file complaints via several methods, ensuring accessibility and ease of use.
One of the primary ways to submit a complaint is through the SARS eFiling system. This online platform allows for a seamless submission process and is the preferred method for many due to its efficiency and the ability to track the status of the complaint.
For those who prefer or require in-person assistance, visiting the nearest SARS branch is another option. It is important to note that an appointment should be made prior to the visit to ensure that the necessary support and attention are provided. The SARS Complaints Management Office (CMO) also offers a toll-free contact number for individuals who wish to lodge a complaint telephonically.
The types of complaints that can be filed range from issues related to legal or policy matters, employee behavior or competence, channel experience or technical issues, to the quality and speed of service. SARS encourages taxpayers to specify the category of their complaint to facilitate a more efficient resolution process.
It is crucial for taxpayers to understand that if their issue pertains to an assessment outcome or a decision taken by SARS, they should follow the objection or dispute resolution process, which is separate from the complaints procedure. Similarly, if the disagreement is regarding a penalty, the Request for Remission process should be pursued before lodging an objection.
SARS is committed to providing a high standard of service and recognizes the importance of addressing complaints effectively. The establishment of a clear and accessible complaint filing procedure reflects SARS’s dedication to improving service delivery and maintaining a transparent relationship with taxpayers.
For more detailed information on the complaint filing procedure at SARS, including the step-by-step guide for eFiling submissions and contact details for the CMO, clients can contact QBE Tax Partner (Pty) Ltd.