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State Internal Revenue Service IGR Platform · SIRS

FEEDBACK & COMPLAINTS

Tell us how we did

Compliments, complaints and suggestions about the service you received. Every submission is acknowledged within 24 hours, and anything unresolved after five working days is escalated to a director.

Our service standards

These are the commitments the Service makes on every piece of feedback it receives. Attainment against them is published in the annual report.

Acknowledgement of feedbackWithin 24 hours
First substantive responseWithin 3 working days
Resolution of a service complaintWithin 5 working days
Escalation to a director if unresolvedOn the 6th working day
Conduct matters referred to the OmbudsmanWithin 24 hours
Outcome reported to youWithin 10 working days

Where feedback goes

  • Service complaints go to the directorate that owns the transaction, with a copy to the taxpayer service desk.
  • Conduct matters go to the Taxpayer Ombudsman, who reports directly to the Executive Chairman and may not be overruled by an operating director.
  • Compliments are recorded on the officer’s file and reported to the Establishment & Discipline Committee.
  • Suggestions are reviewed quarterly by the directorate concerned; several service changes in the last two years began here.

Disputing an amount rather than a service?

A challenge to how much you have been assessed is an objection, not feedback, and must be filed within thirty days of the assessment. Feedback does not stop that clock.

How to file an objection

Submit feedback

You may submit anonymously, but leaving contact details lets us tell you the outcome.

What kind of feedback is this?

Feedback concerning the conduct of an officer is routed to the Taxpayer Ombudsman, who reports directly to the Executive Chairman. No taxpayer account is adversely reviewed because feedback was submitted.