Category: SARS | ComplaintsManagement DigitalServices SARS TaxFiling
SARS has revamped its Complaints Management system to streamline and improve the way taxpayers, tax practitioners, and organizations can submit, track, and resolve complaints online. By improving the efficiency and transparency of complaint management, SARS aims to enhance overall service delivery and user satisfaction.
Key features include:
Easy Complaint Submission – Choose between 'General' or 'Taxpayer Related' complaints with options tailored for both individuals and practitioners.
- Customizable Forms – Depending on the type of tax or customs duties involved, forms adapt to cover issues like missing documentation, service delays, technical difficulties, or unresolved operational matters.
- Real-Time Status Updates – Track the status of your complaint in real-time through the “Query Complaint Status” button on the work page and view all correspondence in one place.
- Supporting Documentation – Upload up to 20 documents per complaint, ensuring all relevant information is submitted efficiently. Accepted file types include .pdf, .doc, .docx, .xls, .xlsx, .jpg, and .gif, with a maximum file size of 5MB.
- Viewing History and Correspondence – Once a complaint is submitted, users can view the form in the Complaints History menu and access all correspondence related to the complaint from the Complaint Management Work Page.
More about the Complaints Management Form (CM01):
The form will preselect the complainant details based on whether the complaint is from a Taxpayer or a Tax Representative. Users must specify whether the complaint pertains to Tax or Customs, with various types of taxes and customs duties available for selection. The form will adjust according to the selected category, including options such as:
- Unresolved Service/Operational Matter,
- Missing Documentation,
- Legal/Policy,
- Employee Behaviour/Competence,
- Channel Experience/Technical Issues, and
- Quality and Speed of Service.
With these new updates, SARS aims to enhance the overall user experience by ensuring transparency, efficiency, and better service delivery for all taxpayers.
Need help? Follow the link to access the SARS Guide to Complaints Functionality on eFiling by following this link: SARS Guide to Complaints Functionality on eFiling
