The eighth edition of the Taxpayer’s Service Charter has been prepared to replace the sixth edition with a view of taking into account the changes which are currently taking place in our society and more specifically in the tax administration.
TRA being a public institution established a Taxpayer’s Service Charter which stipulates taxpayer’s rights, obligations and service standards expected from TRA.
TRA is implementing the Fourth Corporate Plan whose Vision is to increase domestic revenue through enhancement of voluntary tax compliance. In response to Government policies of increasing domestic revenue, TRA aims at increasing domestic revenue contribution to 70% by 2018.This will be achieved through improving efficiency in tax administration and widening the tax base in order to collect more revenue especially from specialized sector namely Mining, Oil and Gas, Telecommunications, Tourisim, Constructions, Real estate, Financial sector, High net-worth individual (HNWI) and Incomes from the informal sector.
The Charter explains service level standards as well as the taxpayers’ rights which are covered in tax laws and reinforce the existing tripartite relationship of TRA-Public-Private Partnership which is based on mutual respect and trust.
In the event of conflict of interpretation between this Charter and the tax laws, the proper interpretation of the law shall prevail.
Monday to Friday
From 0800 – 1700 hours WithoutLunch Break
All offices are closed during public holidays, Saturdays and Sundays except for:
- All major Customs border stations
- All major Port
- All major Airports
TRA will evaluate the performance measures of the set service standards under this charter on quarterly basis.
In the event that TRA officers depart from these service standards without a reasonable cause thus causing delays to taxpayers, the Commissioner General shall:
- Write a letter of apology to the taxpayer.
- Direct a senior officer to expedite and resolve the matter.
- Waive, where the laws allow, any interest payments that may accrue as a result of the delay.
However, any officer who departs from the service standards and from the norms of a good tax administration shall be disciplined in line with the prevailing TRA Staff Regulation.
TRA invites and encourage taxpayers, stakeholders and the general public to provide feedback regarding the quality of our services for further improvement.
Feedback can be in a form of appreciation, opinion, suggestions or complaints. All these are geared towards establishing service gaps, if any, and therefore providing new strategies for service improvement.
Facilities which have been put in place for soliciting service feedback include suggestion boxes, perception cards, Radio and TV Programs letters, e-mail, physical visit to TRA offices, telephone, perception surveys, and seminar evaluation forms.
Information collected from these sources will be analyzed to provide feedback from taxpayers and the general public. The feedback will ultimately enable TRA to make appropriate improvement on the service standards.
Handling of Objections
TRA shall acknowledge receipt of an objection within 5 working days from date of receipt.
TRA shall settle valid simple objections within 3 months, and for complex ones, within 6 months from the date of receipt.
TRA shall communicate in writing within 5 working days after reaching an agreement on taxation issue that has been discussed with the taxpayer or his/her representative
Handling of Enquiries
TRA will handle enquiries from taxpayers/stakeholders and provide prompt replies in order to improve the level of service delivery.
TRA shall provide replies to simple enquiries within 1 day.
TRA shall provide replies to complex enquiries within 5 working days
Management of Complaints
TRA will manage Complaints from taxpayers/stakeholders to the extent of meeting their satisfaction.
TRA shall manage complaints within 5 working days.
Written Correspondence
TRA shall respond to written correspondence within 5 working days from the date of receiving such correspondence.
Telephone
TRA shall pick telephone calls from callers within 3 ringing tones. The officer receiving a call shall introduce him/herself and the name of the organization.
Visits by Taxpayers
TRA shall attend visitors within 30 minutes from the time of their arrival.
Training
TRA through the Institute of Tax Administration (ITA) offers short and long professional training on tax administration to eligible applicants. Selected applicants shall be informed 3 weeks and 1 month before course commencement respectively.