FBR launches customer complaint management system

ISLAMABAD: Federal Board of Revenue (FBR) has launched a state-of-the-art Customer Relationship Management (CRM) system to respond to queries and complaints of taxpayers and general public promptly and efficiently.

“Our customer care and facilitation services are now venturing into a more response regime where all queries, complaints and concerns of our valued taxpayers will be responded to within 48 hours through the CRM,” said Chairman FBR Dr. Muhammad Irshad while inaugurating the Complaint Management System on Friday.

He said the installation of the CRM was a great leap forward and a vast improvement on the previous arrangement which lacked a proper mechanism for tracking, categorizing, monitoring and archiving taxpayer’s complaints which took two to three months for their resolution.

“In a very short span of time, we focused on these problems and came up with solutions that have significantly improved taxpayer facilitation,” he said.

A member of IT at Nausheen Javed Amjad explained major features of the CRM and said the number of calls center agents and email teams had also been increased to meet the demand at peak hours.

The FBR has also prepared training manuals in professionalism and courtesy, Income Tax, Sales Tax and FED, and trained staff to improve quality of calls received and emails responded, which has reduced hold time to 30 seconds while 80pct emails were responded within 24 hours.

The CRM has been introduced at field offices of FBR to digitally communicate with the head office regarding software-related issues.

Chairman FBR also launched and introduced various projects and initiatives including a daycare centre, conference rooms and administration of oath to Dr. Saleem Ahmad Ranjha on his appointment as the first CEO of FBR Foundation.

Special Assistant to PM on Revenue Senator Haroon Akhtar Khan inaugurated ramp at the entrance of FBR House to facilitate entry of physically handicapped visitors.

They also answer queries by media persons about revenue collection efforts of FBR and other economic and fiscal policy issues, and presented copies of recent tax law books and brochures and Annual Report 2016 by the Directorate General of Intelligence and Investigation Inland Revenue.