67% Rise in Complaints Against FBR

ISLAMABAD, PAKISTAN: The Federal Tax Ombudsman (FTO) has revealed a 67% increase in taxpayer complaints against the Federal Board of Revenue (FBR) this year, reflecting heightened dissatisfaction and a stronger push for transparency in Pakistan’s tax administration. The FTO received 10,515 complaints in the last 10 months, out of which 9,900 were resolved, showing notable improvement in response efficiency.

Almas Ali Jovindah, Advisor for the FTO’s Legal & Media Wing, stated during a press briefing that the surge in complaints highlights growing public frustration with tax processes. Jovindah encouraged the business community to report issues without fear, especially cases of bribery or misconduct, emphasizing the FTO’s role in holding tax officials accountable.

Key improvements in the FTO’s operations, especially through Section 33 of the FTO Ordinance, have streamlined complaint processing via informal dispute resolution, expediting issue handling for taxpayers. This year, the FTO processed Rs 2 billion in delayed tax refunds over a 10-month period, marking a major increase from Rs 17.742 billion refunded throughout 2023.

In addition, the FTO conducted 31 “own-motion” investigations in 2024 to address systemic issues within the FBR, reinforcing its mission to address widespread taxpayer grievances. To foster awareness and accessibility, the FTO hosted 117 outreach sessions in 2024, educating taxpayers on their rights and promoting trust in the ombudsman’s services.

Jovindah also highlighted the FTO’s modernization efforts, including custom Zoom links for remote hearings, enabling Pakistani taxpayers abroad — in countries like the U.S., Canada, Saudi Arabia, and China — to access the FTO’s services efficiently. These digital innovations have streamlined case handling, providing a paperless and accessible platform for overseas taxpayers seeking redress.

The FTO sees the increase in complaints as a positive shift toward accountability, aiming to fortify Pakistan’s tax administration and ensure fair treatment for all taxpayers.