The service we want to offer you
This is our service commitment to you for Tax, Customs & Excise:
Why reviewed and what has changed?
It has been adopted that SARS will review annually the service charter, mostly on committed service level metrics. In line with Strategic Objective 5 – “Increase the use of data to improve integrity, derive insight and improve outcomes”, we derived data insights on the lessons learnt that there are those metrics which over performed consistently and a few that battled to even meet the expected service levels.
We have a reviewed Service Charter with effect from 2024.
During the adoption of the first service charter, we had informed external stakeholders that SARS will review some metrics upwards depending on improvement of efficiency and effectiveness. With the Commissioner’s approval, we have amplified some metrics to demonstrate that SARS lives by its promises. Changes were implemented in the following categories, correspondences, registrations, returns, verifications, audit, refunds, payments, customs disputes, Voluntary Disclosure Programme (VDP) and Complaints Management Office (CMO).
It is a commitment to truly portray service obsession.
Our scope and service timeframes
The SARS Service Charter covers the following areas:
- Engagement with SARS
- Registration
- Deregistration
- Returns
- Customs Declaration
- Verification
- Audit
- Refunds
- Payments
- Debt
- Disputes
- Tax Clearance Status
- Voluntary Disclosure programme
- Service Failures
- Complaints to the Tax Ombud
For the detail on the service timeframes, see the link to the detailed Service Charter above.
How do I complain to SARS?
If you are unhappy with SARS’s service after following the normal processes, you may complain:
- Through SARS eFiling or
- By calling the SARS Contact Centre on 0800 00 7277 or
- By calling the SARS Complaints Office at 0800 12 12 16 or
- At a SARS Branch by making an appointment
For more information see the SARS Complaints Process.
How do I complain to the Tax Ombud?
If you have exhausted all complaint processes in SARS or have compelling circumstances, you may lodge a complaint with the office of the Tax Ombud:
- Call the toll-free call centre on 0800 662 837 or
- Call +27 12 431 9105 or
- Email [email protected].
For information, see the Tax Ombud complaint process.
