Federal Tax Ombudsman resolves over 12,900 complaints in 2024

ISLAMABAD: The Federal Tax Ombudsman (FTO) made significant strides in resolving taxpayer grievances in 2024, with the number of complaints resolved increasing by 63.69 per cent to 12,914, compared to 7,889 complaints settled in 2023, as revealed in the FTO’s Annual Report for 2024.

In total, complaints registered with the FTO rose by 70.52 per cent, with 13,772 new cases filed during the year, up from 8,076 in 2023. In previous years, the FTO settled 6,106 complaints out of 6,480 in 2022 and addressed 2,867 complaints in 2021 from a total of 3,038 filed.

The FTO also recommended, sanctioned, and disbursed Rs22.793 billion in refunds to taxpayers in 2024. Moreover, the average time to resolve complaints was reduced to just 34.11 days, reflecting greater efficiency in complaint handling.

During the year, the department received 7,872 new complaints related to income tax, 2,080 complaints about sales tax, 3,375 concerning customs duties, 32 complaints regarding federal excise duties, and 147 complaints linked to the Federal Insurance Ombudsman (FIO).

To enhance taxpayer awareness, the FTO organised 251 seminars and information sessions across the country in 2024, a marked increase from 113 sessions held in 2023. These events targeted key stakeholders, including Chambers of Commerce and Industry, trade bodies, tax bars, and academic institutions, aiming to better inform them about the FTO’s role and mandate.

The rise in complaints is largely attributed to the FTO’s awareness campaigns, which encouraged taxpayers to seek assistance and address their grievances. These efforts were not limited to standard complaints; the FTO also prioritised informal grievance resolution for underprivileged complainants.

The FTO’s interventions further contributed to an increase in taxpayer registration, improved tax collection within the real estate sector, and refinements in the withholding tax regime. Relief initiatives included the introduction of automated systems to facilitate jurisdiction changes and unblock mobile SIMs.

Beyond handling individual cases, the FTO played a key role in identifying systemic issues within the Federal Board of Revenue (FBR) and recommended measures to improve its operations. These efforts have provided substantial relief to taxpayers and reinforced the FTO’s standing as a transparent, accountable, and taxpayer-friendly institution.

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