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Special cells to keep an eye on taxpayer services

With the Prime Minister monitoring taxpayer grievances, the tax department has set up special cells that will ensure that people do not face harassment, bringing in accountability and time-bound redressal

business Updated: Mar 07, 2016 20:46 IST
HT Correspondent
People submitting their income-tax returns in New Delhi.
People submitting their income-tax returns in New Delhi.(ARVIND YADAV /HT )

To address grievances of taxpayers, the Central Board of Direct Taxes (CBDT) has set up special cells with dedicated structure for delivery and monitoring of taxpayer services.

“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,” the CBDT said in a statement.

The CBDT member (revenue and taxpayer services) will oversee the related services.

The special cells or directorates will also monitor taxpayer services in the field offices and e-services. They will thus oversee and coordinate all matters relating to grievances of taxpayers and ensure their timely redressal, the tax department said.

Prime Minister Narendra Modi had last year ticked off the Central Board of Direct Taxes over harassment of taxpayers, and directed taxmen to address public grievances on a priority basis. He said he would personally monitor public grievances redressal on a monthly basis.

The CBDT chairperson at the time, Anita Kapur, had instructed her officers to give public grievances ‘top priority’, and called for “accountability” if timelines were breached.

According to sources, lakhs of grievance petitions, requests and complaints from taxpayers are pending with the department all over the country, most of them related to delay in refunds and clarity on tax demands raised.

Hitherto, the tax department has been addressing grievances through several platforms such as Centralised Public Grievance Redress and Monitoring System (CPGRAMS), Aayakar Seva Kendras (ASK), online grievance redressal through Central Processing Centre (CPC), etc.

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