…As Revenue Service Addresses Tax Complaints with New Redress Mechanism
The tax Justice platform of CISLAC sponsored by Christian Aid has organised a training programme to strengthen its grievance redress mechanism to address tax complaints from citizens. This move aims to promote transparency and accountability in tax administration, encouraging citizens to pay taxes and fostering trust between taxpayers and the government.
Onyeka Udeghunam, Executive Director of Hope Givers emphasized the importance of sensitizing citizens on paying taxes and educating the revenue board on grievance redress mechanisms. She stated that citizens should be able to air their grievances and have them properly addressed.
“The grievance redress mechanism is crucial, as many Nigerians are not paying taxes, and the government has not been using tax revenue to provide services. Udeghunam noted that citizens should understand why they pay taxes and have a channel to complain if they have issues
“For instance, if a shop owner is asked to pay ₦36,000 in taxes without a clear explanation, they should be able to complain and have their concerns addressed. Dedicated lines for complaints already exist in Enugu State, and the sensitization program aims to strengthen processes and procedures for redressing grievances,” Udegbunam stated.
Okey Onyeka, of Civil Rights Concern, explained that the organization is working on public finance management, focusing on tax as a key issue. He emphasized that addressing tax complaints is essential for increasing government revenue and improving services.
Sadiq Mohammed Mustapha, Programme Lead of the Tax Justice and Governance Platform, stated that the training aims to establish a grievance redress mechanism system, ensuring transparent and accountable tax administration. “The system will receive complaints and inquiries from taxpayers, and frontline officers will be equipped to handle grievances and data collection”. Sadiq said.
On her part, Chief Mrs. Virginia Obianyo, of the Tax Justice and Governance Platform, noted that some citizens are complaining about heavy tax burdens, particularly middle-class individuals with small businesses. She emphasized the need for assessment and redress mechanisms to ensure citizens pay taxes willingly.
She said: “The Enugu State government has harmonized taxes, introducing e-payment systems, and local governments are receiving their allocated revenues. However, some citizens are concerned about ESWAMA bills, which are perceived as excessive.
“The sensitization programme aims to educate citizens on the importance of paying taxes and demanding services from the government. Citizens have the right to demand amenities like water, roads, and toilet facilities in markets.
“Enugu State has made progress in tax reform, scoring 10 out of 16 in an assessment. However, areas like digitalization and institutionalizing the grievance redress mechanism need improvement”. Obianyo said.
The Tax Justice and Governance Platform has developed tools to support the grievance redress mechanism, including a master tracking dashboard and key performance indicators. These will help the revenue service assess its effectiveness and efficiency.
The goal is to establish a system where citizens can lodge complaints and have them addressed within 24-72 hours, promoting trust and encouraging tax compliance.
The new tax law has raised concerns, and citizens need to be educated on their obligations and rights. The grievance redress mechanism will help address concerns and promote voluntary tax compliance.
Enugu State’s efforts aim to improve the business environment, increase revenue, and enhance citizen satisfaction. By addressing tax grievances, the government can build trust and encourage citizens to contribute to national development.
