Income Tax Department has reinforced its commitment towards timely delivery of taxpayer services by adding another service in its multi-layered grievance redressal mechanism. It currently takes care of taxpayer issues through several grievance redressal systems like CPGRAMS, ASK (Ayakar Seva Kendra) and online grievance redressal through CPC etc.
This new facility has been named unified grievance management system and is acronymed e-nivaran. The step has been taken in the wake of report given by Department of Administrative Reforms & Public Grievances (DARPG) on tax grievance disposal management which has yielded shocking results. It shows that only 1 out of 10 tax grievances were redressed within stipulated time of 2 months. Even that case was closed without actually redressing the grievance.
The review results also state that out of the ten cases reviewed, two cases took more than three years and five took more than two years for disposal.
Here are a few things you should know about e-nivaran:
1) It is a separate and dedicated window for grievance redressal in the ITBA (Income Tax Business Application).
2) The new system is able to record the origin of the grievance and keep tracking it till it is finally resolved which will help in timely redressal.
3) The e-portal will also ensure that grievances related to any section or domain of the tax department are transferred quickly to the department concerned like that of refunds issue or any other IT matter concerning an assessee.
4) Allotting high priority to this issue, the CBDT (the policy making body for direct taxes in India) had also brought a new mechanism where top officers of the department have been allotted a specific quota of complaints to monitor and track, from their origin to successful resolution.
5) For making the new system more effective, officers of the Income Tax Department have been allotted a specific quota of complaints which will be monitored and tracked from the origin till their final conclusion.