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CBDT forms directorates to monitor taxpayer service
March, 07th 2016

To reduce grievances of tax payers, the revenue department has set up a dedicated structure for delivery and monitoring of taxpayer services.

CBDT Member (Revenue and Tax Payer Services) will oversee the related services in Central Board of Direct Taxes, the CBDT said in a statement.

Two separate Directorates - Directorate of Tax Payer Services I and Directorate of Tax Payer Services II - have been set up, it added.

"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," CBDT said.
They will oversee and coordinate all matters relating to grievances of taxpayers and ensure their timely redressal, it added.

The I-T Department has been addressing grievances through Centralised Public Grievance Redress and Monitoring System (CPGRAMS), Aayakar Seva Kendras (ASK), online grievance redressal through Central Processing Centre (CPC), etc.

Taking another step in this direction, the CBDT has issued an order setting up a dedicated structure for delivery and monitoring of tax payer services.

CBDT said the responsibility for delivery of taxpayer services has also been assigned at every level in the field offices.

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

The report of the Tax Administration Reforms Commission (TARC) had also accorded considerable importance to redressal of grievances and a customer-focused approach in the department through creation of a taxpayer services vertical.

This structure will fulfil some of the most significant recommendations of the TARC, CBDT added.

With this, the CBDT expects a noteworthy reduction in taxpayer grievances and enhanced taxpayer satisfaction.

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