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
|
|
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
|
|
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:
|