CBDT forms structures to monitor taxpayer services

Two separate directorates will oversee and coordinate all matters relating to grievances of taxpayers and ensure their timely redressal

Aiming to reduce tax payers’ grievances, the government on Monday set up a dedicated structure for delivery and monitoring of taxpayer services besides timely redressal of complaints. The move is in line with the recommendation made by Tax Administration Reforms Commission (TARC), which was chaired by former adviser to finance ministry Parthasarathi Shome.

Two separate Directorates - Directorate of Tax Payer Services I and Directorate of Tax Payer Services II - have been set up in by the department of revenue.

"Together, these Directorates will be responsible for delivery and monitoring of taxpayer services in the field offices and e-services deliverable through various electronic platforms of the Department," CBDT said. They will oversee and coordinate all matters relating to grievances of taxpayers and ensure their timely redressal, it added.

The Central Board of Direct Taxes Member (Revenue and Tax Payer Services) will oversee the related services in CBDT, the government said.

TPS-I would be responsible for delivery and monitoring of taxpayers services in the field offices and oversee and coordinate all matters dealt by Aaykar Seva Kendras, whereas TPS-II would oversee grievances relating to e-services and deal with matters such as processing of returns, issue of refunds, demand verification, PAN/TAN, CPC-TDS related grievances.

The I-T Department has been addressing grievances through Centralised Public Grievance Redress and Monitoring System (CPGRAMS), Aayakar Seva Kendras (ASK), online grievance redressal through Central Processing Centre (CPC), etc.

CBDT said the responsibility for delivery of taxpayer services has also been assigned at every level in the field offices.

"This will ensure accountability of officials in redressing grievances in a time-bound manner," it said.

The report of the Tax Administration Reforms Commission (TARC) had given considerable importance to redressal of grievances and a customer-focused approach in the department through creation of a taxpayer services vertical.

This structure will fulfil some of the most significant recommendations of the TARC, CBDT said.

With this, the CBDT expects a noteworthy reduction in taxpayer grievances and enhanced taxpayer satisfaction.