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I-T department expedites process to address taxpayers' grievances
July, 30th 2015

After Prime Minister Narendra Modi's prod to speed up redressal of taxpayers' grievances, the income tax department has brought in a system to expedite such cases with its top authorities tracking the progress.

"The I-T department is addressing grievances through a multi-layered grievance redressal machinery including Centralised Public Grievance Redress and Monitoring System (CPGRAMS), Aayakar Seva Kendras (ASK), online grievance redressal through Central Processing Centre (CPC), etc. The status of redressal of grievances and initiatives at the end of first quarter of FY16 was reviewed recently by the government," the finance ministry said in a statement on Wednesday.

The results, the ministry said, are showing, with the disposal of grievances received through CPGRAMS improving considerably. "In one year, the overall disposal rate of grievances received on public grievances portal works out to 85%," the ministry said.

The department has established 250 ASK centres across the country to facilitate delivery of services identified in the Citizen's Charter to the taxpayers. A roadmap is being readied for additionally establishing 58 ASK centres during the current financial year. The department is committed to improve the delivery of service through ASK centres. Towards this end, it has decided to mount proper training and refresher programmes for the officials working in ASK centres with a certainty of tenure for such officials.

The disposal of Rectification Applications was also reviewed where pendency of cases was considerably high. At the end of first quarter of the current fiscal, 65 per cent of the rectification applications received in the Department were disposed of. The Department is working on improving systems to reduce the time taken in disposal of rectification applications.

Central Board of Direct Taxes (CBDT), the apex policy-making body of the I-T department, had recently called for the "top priority" to be accorded to addressing taxpayers' grievances after the prime minister's review.

Taking a stern view of the rap on the knuckles from Modi, CBDT had asked all senior officers of the department to pull up their socks and put the house in order before the next review by the prime minister.

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