ISLAMABAD: Federal Tax Ombudsman (FTO) Dr. Asif Mahmood Jah has accused the Federal Board of Revenue (FBR) and its IT subsidiary, Pakistan Revenue Automation (Private) Limited (PRAL), of maladministration in providing taxpayer support services, directing both institutions to revamp their helpline system.
The order follows a complaint filed by a lawyer who reported repeated technical malfunctions in FBR’s online filing and registration systems. The FTO observed that these unresolved glitches — including delays in uploading income tax returns for Tax Year 2025 — caused unnecessary hardship to taxpayers and exposed them to penalties beyond their control.
In his ruling, the FTO instructed FBR to form a dedicated technical team comprising experts from both FBR and PRAL to handle taxpayer issues during office hours (0900–1700 hours). The team will be tasked with providing timely assistance and ensuring that system-related complaints are resolved efficiently.
The Ombudsman also criticized the absence of proper oversight and monitoring of the FBR Helpline, noting that this lack of accountability has deepened the trust gap between taxpayers and the revenue authority.
Dr. Jah further directed the FBR to strictly adhere to filing deadlines and improve coordination between its operational and technical wings to prevent recurring disruptions. The decision aims to enhance service delivery and rebuild public confidence in the country’s tax administration.
