ByThe Federal Tax Ombudsman (FTO) addressed 13,500 taxpayer complaints in 2024, with only 336 being contested by the Federal Board of Revenue (FBR) before the President of Pakistan. Dr. Asif Mahmood Jah, the Federal Tax Ombudsman, presented the 2024 annual report to President Asif Ali Zardari, marking the FTO as the first among federal ombudsmen to fulfill this statutory obligation. The President lauded the FTO’s remarkable performance and urged continued efforts to assist taxpayers in addressing grievances related to FBR maladministration.
The report highlighted a significant increase in registered complaints since Dr. Jah’s appointment in 2021, when complaints stood at just 2,816. By 2024, this figure surged to a record 13,506, with 12,914 complaints resolved during the year, reflecting growing taxpayer confidence in the FTO’s ability to address their concerns. The President reviewed 379 representations in 2024, including carryovers from 2023, and ruled in favor of the FTO in 326 cases.
The implementation rate of FTO decisions reached an impressive 94.7% in 2024, with taxpayers receiving refunds totaling Pak Rs. 22.79 billion based on FTO directives. Furthermore, the average time for complaint resolution was reduced to an efficient 34.11 days. A notable achievement was the resolution of 1,705 complaints through informal dispute resolution under Section 33 of the FTO Ordinance, often within days.
The increase in registered complaints is credited to extensive outreach efforts, including 270 sessions with Pakistan’s business community and institutions. Additionally, the FTO effectively addressed numerous grievances from overseas Pakistanis, resolving many through informal channels.
The report underscored several landmark decisions in 2024, which provided relief to underrepresented groups such as low-paid contractual employees, teachers, and art students. The FTO also published resources, including a Taxpayers’ Rights booklet and a compendium of significant decisions, to empower citizens and enhance awareness of their rights.
These accomplishments underscore the FTO’s commitment to providing timely and effective resolution of taxpayer grievances, fostering greater trust and accountability in the tax system.
