SARS SERVICE CHARTER RESULTS
 
As at 28 February 2021
Area
Commitment
Measure
Actuals
SLA
Progress Indicator
Overall Result
        Engagement
Contacting a SARS call centre we commit to
·        Peak season Call Speed Rate (4 min or 240 secs)
·        Off Peak Season Call Speed Rate (1 min or 60 secs)
·        Call you within 2 business days, where additional specialist support is required
Call centre: ASA
 
 
 
Call centre: Call Backs
 
995
 
 389
 
25
240
 
 60
 
2
L
L

L
 
25%
If you visit a SARS branch or mobile tax unit we will
·        Serve you within 3 hours during our peak season
·        Serve you within 1 hour during our off-peak season
Branch: Average Queue Time
0:28:42
 
0:21:18
180
 
60
J
 
When using the eFiling channel we will endeavour to
·        Make eFiling available 24 hours a day
eFiling uptime
99.15
100
K

       Registration
When you apply for registration and all registration requirements have been met
 
We will process and finalise the application within 2 business days, where no inspection is required
 
VAT registrations without inspections
54
2
L
 
50%
Where an inspection is required, we will process and finalise the application within 21 business days
VAT registrations with inspections

14
 
21
 
J
           Returns / Declarations
When you submit a return or declaration electronically to SARS we will endeavour to
Assess the return within 5 business days, where manual intervention is not required
VAT returns processed within SLA
 
1
 
5
 
J
100%
PAYE  returns processed within SLA
 
1
 
5
 
J
PIT returns processing TAT
 
0.9
 
5
 
J
CIT returns processing TAT
0.81
 


5
 
J
                Inspections / Audit / Verifications
If you are subject to an inspection, verification or audit, we will endeavour to
Conclude verification within 21 business days from the date all required supporting documents are received, if your return is for the current filing period
PIT reason for assessment
 
15
 
45
 
J
50%
CIT reason for assessment
 
13
 
45
 
J
PAYE reason for assessment
 
12
 
45
 
J
VAT reason for assessment
 
28
 
45
 
J
PIT objections TAT
 
40
 
60
 
J
CIT objections TAT
 
42
 
60
 
J
PAYE objections TAT
 
41
 
60
 
J
VAT objections TAT
 
122
 
60
L
PIT appeal TAT
 
270
 
90
 
L
 
CIT appeal TAT
 
544
 
90
 
L
 
PAYE appeal TAT
 
44
 
90
 
J
VAT appeal TAT
 
468
 
90
 
L
 
PIT return verifications
 
24
 
21
 
L
 
CIT return verifications
 
63
 
21
 
L
 
PAYE return verifications
 
27
 
21
 
L
 
VAT return verifications
 
57
 
 
21
 
 
L
                  Refunds
If a current year’s refund is due to you and:
·        No other debt is due
·        All obligations have been met
·        SARS administrative control processes are adhered to
·        No inspection, verification or audit is required or has been initiated, we will endeavour to

Pay the current filing period’s refunds, above R100, within 7 business days of finalising the final assessment
PIT
 
3
 
7
 
J
 
67%
CIT
 
8
 
7
 
L
 
VAT
3
7
J
 
                Payments
When you make a payment and SARS has the correct payment reference number, we will endeavour to
Process the payment within 3 business days of receipt thereof
VAT
 
1
 
3
 
J
 
100%
PIT
 
1
 
3
 
J
 
CIT
1
3
J
 
                 Debt
When you apply for deferral or suspension of payment and all the requirements have met, we will endeavour to
Consider the request within 21 business days of receipt of the complete application, and communicate accordingly
PIT suspension of debt
 
203
21
 
L
 
0%
CIT  suspension of debt
 
192
 
21
 
L
 
VAT  suspension of debt
179
21
 
L
 
               Complaints to SARS
 
CMO complaints
Service complaints TAT
31
21
L
 
 
               Complaints to Tax Ombud
 
OTO complaints
OTO  complaints TAT
108
15
L
 
 
 
 
 
 
 
 
 
Overall Service Charter Performance Score                                                                          59.52%

​Notes:

  • TAT = Turn-around Time
  • CMO = Complaints Management Office
  • OTO = Ombud Tax Office
  • SLA = Service Level Agreement

 

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