Service Standards
Ministry of Revenue and Customs employees have certain custom= er service standards to adhere too. This is in line with the policy where clients/taxpayers have certain rights and responsibilities.
The Ministry E28099s working hours are Monday to Friday 8.30 am E28093 4.30pm and open during lunch hours. Cashier closes at 4pm every day.
We provide wide range of services regarding tax matters such as:
-
Tax Identification Numbers (TINs)
-
Respond to all Tax Enquiries (through Phone, Emails, and Counter)
-
Process Different Tax Types
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Issue Refunds & Payments
-
Audits (Both small and large businesses)
-
Make decision to amendments and Objections
-
Provide Written Ruling (complex issues)
The service standards include:
|
TYPE OF SERVICE |
STANDARD PAPER (dependent on receiving all information) (maximum) |
STANDARD ELECTRONIC (dependent on receiving all information) (maximum) |
|
1. Processing registration of Taxpayer Identification Numbers/ Tax Clearances and requests for information |
5 working days |
3 working days |
|
2. Processing lodgement of Income Tax returns |
15 working days |
7 working days |
|
3. Processing lodgement of Consumption Tax returns |
14 working days |
7 working days |
|
4. Issue refunds and payments or specific issue enquiries such exemption requests, requests for lodgement and payment requests |
25 working days CT refunds per period or 21 days Reg. 9 refunds/ 28 working days IT refunds Specific Issue enquiries 14 working days |
Not Applicable |
|
5. Answer phone enquiries |
2 minutes |
Not Applicable |
|
6. Attend to you if you visit our office |
2 minutes |
Not Applicable |
|
7. Reply to non-complex oral and written enquiries |
5 working days |
3 working days |
|
8. Complete audits - Small business |
3 months |
Not Applicable |
|
9. Complete audits – Large Business |
3 months |
Not Applicable |
|
10. Errors |
15 working days |
7 working days |
|
11. Complaints |
within 3 working days to resolve |
Not Applicable |
|
12. Make a decision amendments and Objections |
20 working days |
25 working days |
|
13. Reply to complex oral and written enquires |
25 working days or agreed timeframe |
25 working days or agreed timeframe |
|
14. Provide written ruling |
20 working days |
15 working days |
|
15. Provide complex written ruling |
25 working days or agreed timeframe |
25 working days or agreed timeframe |
