LAHORE: The Federal Tax Ombudsman (FTO) reported a significant 51% increase in complaints lodged against the Federal Board of Revenue (FBR) during 2024 compared to the previous year.
According to the FTO’s annual report, a total of 13,506 complaints were received in 2024, up from 8,963 complaints in 2023—an increase of 5% beyond projected figures.
The report highlighted that the FTO’s robust efforts resulted in a remarkable 63.69% improvement in complaint resolution. In 2024, 12,914 complaints were disposed of, compared to 7,889 in the previous year. These figures underscore the FTO’s commitment to addressing taxpayers’ grievances efficiently.
Focus on Broader Impact Issues
In 2024, the FTO Secretariat concentrated on resolving issues with far-reaching implications. Notable cases included the revision of valuation tables for immovable property, affecting real estate transactions across Pakistan, and addressing taxation matters related to private medical colleges. Furthermore, refunds totaling Rs. 22,793 million were issued to taxpayers following FTO recommendations.
he FTO’s proactive interventions extended to registering new taxpayers and enhancing tax collection in the real estate sector and withholding tax regime. Relief measures included an automated system for jurisdiction changes and the restoration of blocked mobile SIMs. These initiatives not only alleviated public grievances but also safeguarded the national exchequer.
Investment tracking tools
The 25th Annual Report emphasized the integration of IT-based Key Performance Indicators (KPIs), developed through the Complaint Management Information System (CMIS) and Monthly Performance Review (MPR). These tools streamlined complaint handling and performance monitoring.
The FTO also leveraged advanced Information and Communications Technology (ICT) to enhance accessibility. Digital platforms such as Twitter, WhatsApp, Facebook, and email were used to engage with complainants and FBR officials.
The outreach campaign extended to smaller cities, making the FTO’s services accessible beyond major business hubs. Special facilities were introduced for Overseas Pakistanis, allowing them to lodge complaints through the FTO website or mobile apps and track their status online in real time.
Increasing Awareness and Accessibility
Efforts to raise public awareness about the FTO’s functional parameters led to a notable surge in complaints received. The 24/7 accessibility for the general public contributed significantly to the increase in both the number of complaints filed and their timely resolution.
The FTO’s systemic initiatives and focused approach during 2024 reflect a steadfast commitment to redressing public grievances and strengthening taxpayer confidence in the country’s tax administration system.
