The below insights on OTO services will give taxpayers a better understanding of the services and mandate of the Office. To ensure that complaints are speedily and amicably resolved, it is vital to understand the mandate of the OTO and its processes, as described below:
Did you know that prior to approaching the SARS Complaints Management Office (CMO), the taxpayer needs to approach the SARS call centre or branch first? This will take up to 21 working days. After these 21 days, the taxpayer can approach the SARS CMO.
Did you know that once the 21-day turnaround time of the CMO lapses, or should the CMO reject the case in less than 21 days, the taxpayer can approach the OTO to lodge a complaint?
Did you know that you need to allow 21 working days for feedback every time you engage with SARS? If you or your tax practitioner lodged a complaint with the OTO before this time has run out, we would, unfortunately, have to reject your complaint.
Did you know that if SARS took a decision on an objection, a taxpayer has 30 days to appeal the outcome of the objection? This 30-day period can be extended to a maximum of 45 further days.
Did you know that if you need your assessment to be revised, you have to engage SARS on the matter first before lodging a complaint with the OTO? We often receive complaints on such issues without taxpayers first having gone through the appropriate SARS complaints channel.
Did you know that if you, the taxpayer, are not in agreement with your assessment, you could dispute the assessment by lodging an objection with SARS?
Did you know that within four days of receiving the final close-out report from SARS, the OTO will verify the actions detailed in the report against the recommendations sent to SARS? We will then communicate the resolution of the complaint to you.
Did you know that after having exhausted all administrative complaints processes within SARS (see here), you can lodge a complaint with the Office of the Tax Ombud? Contact us on 0800 662 837 or [email protected].
Did you know that once you have submitted your complaint to the OTO, you should allow 10 working days for our team to assess your complaint? Submitting duplicate complaint slows down the process as it leads to bottlenecks.
Did you know that failure to submit supporting documents could lead to your tax complaint being terminated?
Did you know that we can only assess a complaint if we have all the facts? That is why it is crucial to ensure that you submit the appropriate supporting documents to give us a clear view of the processes you have followed and the issues you have experienced.
Did you know that once you lodge a complaint with OTO, the Office will capture the completed complaint form on the system and send you a letter of acknowledgement within two working days of receipt of a complaint? From there, we will determine whether the complaint falls within our mandate and we will send you an outcome letter.
Did you know that our team will review the matter and send recommendations to SARS, should a case be accepted, on how we believe the case should be resolved? You will then be notified of the outcome of the review.
Did you know that the Office of the Tax Ombud is a fair and impartial organisation? While we take taxpayer rights seriously, we do not always rule in the taxpayer’s favour. However, you have 30 business days from the date you receive our outcome to write to us and indicate why you disagree with the decision.