August 20, 2026 02:28 pm (IST)
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CBDT sets-up a new dedicated structure for grievance redressal
New Delhi, Mar 7 (IBNS) The Central Board of Direct Taxes (CBDT) has issued an order setting-up a dedicated structure for delivery and monitoring of tax payer services in the Income Tax Department.
Grievance redressal is a major aspect of citizen centric governance and is an important feature of the activities of the Income Tax Department.
The Income-tax Department addresses grievances through a multi-layered grievance redressal machinery including Centralised Public Grievance Redress and Monitoring System (CPGRAMS), Aayakar Seva Kendras (ASK), online grievance redressal through Central Processing Centre (CPC), etc.
Two separate directorates, called Directorate of Tax Payer Services-I and Directorate of Tax Payer Services-II have been set up, which will be responsible for delivery and monitoring of taxpayers services in the field offices and e-services deliverable through various electronic platforms of the Department.
They will oversee and co-ordinate all matters relating to grievances of taxpayers and ensure their timely redressal.
These Directorates will report to the Member (Revenue and Tax Payer Services), CBDT through the Principal Director General of Income Tax (Administration).
The responsibility for delivery of tax payer services has also been specifically assigned at every level in the field offices. This will ensure accountability of officials in redressing grievances in a time bound manner.
The Tax Administration Reforms Commission’s (TARC) Report has also accorded considerable importance to redressal of grievances and a customer focussed approach in the Department through creation of a tax payer services vertical. The creation of this structure will fulfil some of the most significant recommendations of the TARC.
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