[vc_row][vc_column][vc_column_text dp_text_size=”size-4″]Approximately 46% of taxpayers are dissatisfied with the Federal Board of Revenue’s (FBR) response to complaints filed against tax officials through the Prime Minister’s Performance Delivery Unit (PMDU).
The FBR provided information on the percentage of taxpayers who were satisfied with point-of-contact services in its report on “Taxpayer Facilitation.”
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The FBR is using Customer Relationship Management (CRM) Software to improve the contact experience of its customers by tracking, monitoring, and archiving issues reported by taxpayers. Taxpayers can file complaints by emailing the FBR, calling the UAN helpline, or visiting the FBR’s website.
Through the FBR’s CRM and PMDU, the FBR has a point of contact with taxpayers. The level of satisfaction among taxpayers varies over time. CRM System responded to 204,713 emails between July 2021 and June 2022. According to the FBR report, taxpayer satisfaction was 54 percent for complaints received through PMDU.[/vc_column_text][/vc_column][/vc_row]
