FTO Issues Strict New Rules for Officers and Advisors

The Federal Tax Ombudsman (FTO) has introduced a new Code of Conduct for its officers and advisors. The framework aims to ensure faster complaint resolution and strengthen professional accountability.

Federal Tax Ombudsman Zafar Hijazi has warned officials against unnecessary delays in handling complaints. He made it clear that procrastination would not be tolerated under any circumstances.

Hijazi introduced the new framework during a meeting with officers and advisors from across the country. The meeting took place at the FTO Secretariat and focused on professional ethics, transparency, and responsible decision-making.

The new rules aim to improve the way complaints are investigated and resolved. They also establish clear expectations for officials dealing with taxpayers and other complainants.

FTO Issues Guidelines for Advisors

Under the new Code of Conduct, advisors must perform their duties independently and fairly. They cannot allow external pressure, personal bias, or other influences to affect their decisions.

Advisors must examine complaints carefully and impartially. Their recommendations and findings must rely on official records and applicable laws.

The code also discourages unnecessary correspondence and repeated requests for additional documents. Officials have been directed to avoid needless adjournments and procedural delays.

However, the framework does not remove the need for proper investigations. Advisors must continue following legal requirements while ensuring complaints receive timely decisions.

The new guidelines also require officials to treat complainants, taxpayers, and their representatives with courtesy. They must provide appropriate guidance and follow relevant laws and regulations.

Confidentiality and Professional Responsibility

The FTO has also emphasized the protection of official information. Advisors must maintain the confidentiality and security of records in both paper and electronic formats.

This requirement aims to protect sensitive information handled during complaint investigations. Officials are expected to follow professional standards when accessing and managing these records.

Relevant advisors must also formally confirm their commitment to the new rules. They will be required to acknowledge that they have read, understood, and agreed to follow the Code of Conduct.

FTO Chief Warns Officials Against Delays

Addressing the meeting, Hijazi said the institution’s main objective was to provide relief to complainants as quickly as possible.

He explained that timely decisions require sincerity, dedication, and good faith from officials. He also stressed the need to perform duties according to professional standards and assigned responsibilities.

Hijazi said the institution’s efforts had improved its effectiveness and helped strengthen public confidence. However, he reiterated that unnecessary delays would not be acceptable.

The FTO chief also highlighted the personal responsibility attached to each advisor’s decisions. He said every advisor would remain accountable for decisions made in their respective cases.

Hijazi added that he would personally review matters in the future. However, responsibility for individual decisions would remain with the officials who made them.

He further emphasized that advisors must understand complaints in their proper context. Their decisions must be based strictly on applicable laws and official records.

Advisors Encouraged to Seek Guidance

Hijazi described the advisory role as a position carrying significant responsibility and dignity. He encouraged advisors to contact him directly whenever they required guidance.

The framework also places greater emphasis on timely decisions and individual responsibility. Its implementation is intended to improve the complaint resolution process and strengthen public confidence in the institution.