BIR releases revised rules on taxpayer feedback system

In time before the tax payment deadline on April 15, the Bureau of Internal Revenue (BIR) has released revised rules on the implementation of a taxpayer feedback system to ensure the efficient delivery of frontline services to the taxpaying public.

Internal revenue commissioner Caesar Dulay has issued Revenue Memorandum Order 15-2019, dated April 4, which amends RMO 612016 on the establishment of a Standard Taxpayer Feedback System.

According to Dulay, the rollout of a feedback system is in line with Republic Act 11032, otherwise known as the “Ease of Doing Business and Efficient Government Service Delivery Act of 2018.”

Dulay said the system seeks to provide the BIR’s top management with information on the performance of its employees in the delivery of frontline services, which will serve as part of the evaluation of the agency’s Revenue District Offices (RDOs).

It will also provide information on the level of satisfaction of customers, as well as the issues and concerns of the taxpayers to enable the BIR to come up with the proper resolution.

Dulay said the new RMO prescribes the Revised Customer Satisfaction Survey Form which measures the level of satisfaction of taxpayers on the services rendered by BIR personnel, as required under Memorandum Circular No. 2018-1 regarding the grant of the performance-based bonus.

Under the new rules, the BIR’s Client Support Unit (CSU) of each revenue region will retrieve the accomplished survey forms every 5th of the month, while forms located at the national office will be collected by the Taxpayer Service Programs and Monitoring Division (TSPMD).

Every 20th day of the following month, the RDOs shall submit the summary reports of the survey forms, together with the issues and concerns raised by the taxpayers to identify possible corrective or preventive actions thereto.

The BIR has been continuously implementing reforms to give taxpayers more convenient tax filing and payment solutions and encourage better compliance. This is in line with the BIR’s efforts to promote the delivery of quality service to all stakeholders.

In 2018, the BIR booked total collections amounting to P1.96 trillion, falling short of its P2.04 trillion target for the period.

For 2019, the agency is targeting to raise revenues amounting to P2.271 trillion, 16.3 percent higher than the agency’s actual collections last year.