TRA will evaluate the performance measures of the set service standards under this charter on quarterly basis.

In the event that TRA officers depart from these service standards without a reasonable cause thus causing delays to taxpayers, the Commissioner General shall:

•     Write a letter of apology to the taxpayer. 

•   Direct a senior officer to expedite and resolve the matter. 

•    Waive, where the laws allow, any interest payments that may accrue as a result of the delay. 

However, any officer who departs from the service standards and from the norms of a good tax administration shall be disciplined in line with the prevailing TRA Staff Regulation. 

TRA invites and encourage taxpayers, stakeholders and the general public to provide feedback regarding the quality of our services for further improvement.

Feedback can be in a form of appreciation, opinion, suggestions or complaints. All these are geared towards establishing service gaps, if any, and therefore providing new strategies for service improvement.  

Facilities which have been put in place for soliciting service feedback include suggestion boxes, perception cards, Radio and TV Programs letters, e-mail, physical visit to TRA offices, telephone, perception surveys, and seminar evaluation forms.  

Information collected from these sources will be analyzed to provide feedback from taxpayers and the general public. The feedback will ultimately enable TRA to make appropriate improvement on the service standards.

 Handling of Objections 

TRA shall acknowledge receipt of an objection within 5 working  days from date of receipt. 

TRA shall settle valid simple objections within 3 months, and for complex ones, within 6 months from the date of receipt. 

TRA shall communicate in writing within 5 working days after reaching an agreement on taxation issue that has been discussed with the taxpayer or his/her representative 

 Handling of Enquiries 

TRA will handle enquiries from taxpayers/stakeholders and provide prompt replies in order to improve the level of service delivery.

 TRA shall provide replies to simple enquiries within 1 day.

 TRA shall provide replies to complex enquiries within 5 working days

 Management of Complaints 

TRA will manage Complaints from taxpayers/stakeholders to the extent of meeting their satisfaction.

TRA shall manage complaints within 5 working days. 

Written Correspondence 

TRA shall respond to written correspondence within 5 working days  from the date of receiving such correspondence.

Telephone 

TRA shall pick telephone calls from callers within 3 ringing tones.   The officer receiving a call shall introduce him/herself and the name of the organization. 

Visits by Taxpayers 

TRA shall attend visitors within 30 minutes from the time of their arrival. 

Training 

TRA through the  Institute of Tax Administration (ITA) offers short and long professional training on tax administration to eligible applicants. Selected applicants shall be informed 3 weeks and 1 month before course commencement respectively.