Tax ombudsman resolves 500 out of 583 complaints

PESHAWAR: The Federal Tax Ombudsman (FTO) Regional Office received 583 complaints last year, of which 500 were resolved, said Adviser Sardar Ali Khawaja on Thursday.

Unveiling the performance report and achievements of the office for the year 2024, the adviser said that most of the complaints pertained to income tax, sales tax, federal excise duties, and customs duties.

Sardar Ali Khawaja noted that while 500 complaints were successfully addressed, the relevant field formations of the Federal Board of Revenue (FBR) were instructed to resolve the remaining cases within a specified timeline.

He explained that complaints against all wings of the FBR can now be filed online or via telephone. “These complaints can be submitted through the Federal Tax Ombudsman’s website, email, or the mobile app ‘FTO Portal,’” the adviser said while speaking to the media.

Elaborating on the process, he added that complainants were provided with the facility of online hearings after an investigation was initiated. “Every complaint is investigated within 30 days, after which the FBR is directed to implement the FTO’s recommendations within 45 days,” he said.

Sardar Ali Khawaja stated that as a result of awareness campaigns conducted across the country, a total of 13,500 complaints were received at the central level in 2024, out of which,914 were resolved in favor of taxpayers.

He said the FTO addressed several issues, including allegedly wrong procedures adopted by the FBR for recovering tax arrears, issuance of unnecessary tax notices, delays in issuing legitimate refunds, errors in determining tax exemptions, discrimination by the FBR officials, allegations of abuse of power, negligence, and unprofessional conduct by the FBR employees.The adviser urged the public to submit written complaints to the Regional Office in Peshawar, located at No. 9AB/2, Old Jamrud Road, University Town, or online at www.fto.gov.pk.