Grievance redressal is an important component of a citizen centric government. It is also an important activity of income tax department. The department is committed towards improving its service quality standards. Currently, there is a multi-layered system in place to handle grievances in income tax department which includes CPGRAMS(Centralised Public Grievance Redress and Monitoring System), ASK (AayakarSevaKendras), online grievance redressal through CPC, etc.
CPGRAMS is an online grievance redressal system which offers several facilities to the citizens like lodging complaints, checking the progress and sending reminders, etc. irrespective of the geographical location.(http://www.cbec.gov.in/resources//htdocs-cbec/cpgrams-user-manual.pdf) ASK outlets are meant to be one stop solution for all tax services. Tax payers can not only file their income tax returns but also redress their grievances at an ASK.
CPGRAMS has hugely improved the grievance redressal and CBDT will further strengthen the process by introducing two new directorates. (http://taxguru.in/income-tax/timely-redressal-tax-payer-grievances-public-service-delivery.html) The new directorates named Directorate of tax payer I and Directorate of tax payer II will be dedicated for delivery and monitoring of tax payer services. All matters related to grievances of tax payers will be overseen and co-ordinated by them. They will report to the Member (R and TPS), CBDT through the Principal Director General of Income Tax (Administration).
TPS-I would be responsible for delivery and monitoring of taxpayers services in the field offices and oversee and coordinate all matters dealt by ASKs, whereas TPS-II would oversee grievances relating to e-services and deal with matters such as processing of returns, issue of refunds, demand verification, PAN/TAN, CPC-TDS related grievances. (http://taxguru.in/income-tax/dedicated-structure-taxpayer-services-income-tax-dept.html)
The responsibility for delivery of tax payer services has also been specifically assigned at every level in the field offices to ensure accountability of officials in redressing grievances in a time bound manner.
The move is in line with the recommendations made by Tax Administration Reforms Commission (TARC), which was chaired by former adviser to finance ministry ParthasarathiShome.
This step by CBDT will ensure considerable improvement in the overall quality of services provided by income tax department.