New Delhi: Grievance redress is a major aspect of citizen-centric governance and an important feature of the activities of the Income Tax department. The department is addressing grievances through a multi-layered grievance redress machinery that includes the Centralised Public Grievance Redress and Monitoring System (CPGRAMS), Aayakar Seva Kendras (ASK), online grievance redress through Central Processing Centre (CPC) etc.
Taking another step in this direction, the Central Board of Direct Taxes (CBDT) has issued an order setting-up a dedicated structure for delivery and monitoring of taxpayer services in the Income Tax department. A member at the Revenue and Tax Payer Services will oversee the delivery and monitoring of taxpayer services in the CBDT. Two separate directorates — the Directorate of Tax Payer Services-I and Directorate of Tax Payer Services-II — have been set up. Together, these Directorates will be responsible for delivery and monitoring of taxpayers services in the field offices and e-services deliverable through various electronic platforms of the department.
They will oversee and co-ordinate all matters relating to grievances of taxpayers and ensure their timely redress. These directorates will report to the member referred to above through the Principal Director General of Income Tax (Administration).
The responsibility for delivery of taxpayer services has also been specifically assigned at every level in the field offices. This will ensure accountability of officials in redressing grievances in a time-bound manner.
The Tax Administration Reforms Commission’s (TARC) Report has also accorded considerable importance to redress of grievances and a customer focussed approach in the department through creation of a taxpayer services vertical. The creation of this structure will fulfil some of the most significant recommendations of the TARC.
With this initiative, the CBDT expects a noteworthy reduction in taxpayer grievances and enhanced taxpayer satisfaction. The order No. 0l/Ad.VII/2016 of 26 February is available on the website of the department.