1 Summary
SARS has been on an extensive journey to digitise its service offerings into the mobile platform as part of its strategic intent to make it easy for taxpayers to comply. As a result, extensive mobile online and self-help services are some of the means taxpayers can engage with SARS for faster, easier and customer friendly service. This guide lists the mobile phone tax services available for taxpayer’s ease in resolving tax related queries and further unpacks what to look out for when using these services.
2 Introduction
Studies show that one third of the South African population utilise smart phones and this figure is forecasted to increase over the coming years. Additionally, a study done by Pew Research, in 2018, found that although 51% of adults in South Africa own smartphones, an additional 40% of adults in South Africa, own a basic standard mobile phone.
In view of the growing use of mobile phones in South Africa and to effect easier tax compliance and improved customer services, SARS has introduced additional mobile tax services for basic and smart mobile phone owners. Taxpayers can now use either their smart phone or their standard mobile phone to access tax services from SARS.
Taxpayers who have smart phones and data can access a variety of tax services or communicate via text live with a SARS Agent by making use of the SARS Live Chat functionality available on the SARS MobiApp. Additionally, to cater for those taxpayers that are digitally savvy to experience effective and efficient online tax services, SARS has modernized their online system (SARS MobiApp) to include the latest technology.
Alternatively, taxpayers with no internet connectivity or smart phones, can request specified tax services for free. Taxpayers who have basic standard mobile devices can send an SMS or a USSD request to SARS. The SMS or USSD SARS service channels will resolve selected tax related queries. Additionally, an eBooking option can be selected to request a call back from SARS. When the eBooking option is selected, a SARS Service Agent will call and engage with the taxpayer, to ultimately book a telephonic appointment for the resolution of any tax related query, on behalf of the taxpayer.
Lastly, supplementary to the tax mobile services provided by SARS is the Contact Centre toll free number (0800 00 7277), which is available for those taxpayers who prefer voice engagement in resolving their tax affairs.
3 Legislative requirements
In line with the Protection of Personal Information Act, Chapter 6 of the Tax Administration Act, (which includes the rules of electronic communication issued under section 255(1)) a two-tier authentication technology has been incorporated throughout the SARS mobile tax services. This technology is to facilitate the ease of communication whilst simultaneously ensuring that the correct taxpayer receives the correct information.
4 SARS tax service mobile provisions
An interaction with SARS to resolve your tax query can be initiated on your mobile device via the following mobile provisions –
- Telephonic
- Online services
- SMS, and
- USSD
Telephonic, SMS and USSD provisions are featured in most basic standard mobile devices. The telephonic provision involves engaging with SARS by calling the SARS Contact Centre. The SARS Contact Centre has skilled agents who will assist you on your tax related queries. Note however that this service is only available during working hours.
Smart mobile devices on the other hand have additional features such as an ability to download applications which are accessible via the online store. Online services are initiated when using the SARS MobiApp. The SARS MobiApp is a frontline application which you can access and download onto your smart phone device from the online store. Once the SARS MobiApp is downloaded, on your smart mobile device, you will have access to resolve most tax related queries 24 hours a day. Additionally, this application has a functionality called the SARS Live Chat. The SARS Live Chat functionality offers you the opportunity to engage with a SARS Agent live during business hours to resolve tax related queries by texting.
The SMS and USSD tax related services are channels SARS has further introduced to engage with you where you might only have a basic standard mobile phone. The SARS SMS channel involves sending a SMS, which is text specific, to SARS for stipulated tax related queries. SARS will then engage with you to resolve your tax related query by responding to your SMS request. The SARS USSD channel on the other hand involves dialling a service code to SARS. As a response, SARS will present a menu option on your mobile device. Once a response of the menu option is made, SARS will validate you and ultimately present on your device the resolution of your tax related query.
5 Smart Mobile Device Tax Services
5.1 SARS MobiApp
The SARS MobiApp is a mobile application which individuals can install on smart mobile devices and is compatible with numerous mobile devices. These devices include Android (version 5.0 or higher), iOS (version 10.0 or higher) operated devices or the Huawei app gallery. When using this service, you must always ensure that you have downloaded the latest application from Google play, Apple iStore or the Huawei App Gallery.
The SARS MobiApp caters for individual taxpayers and registered tax practitioners with full access for the submission of the Income Tax Return for Individuals. Moreover, the SARS MobiApp can be used for compliance purposes such as registration, submitting of Income Tax return (ITR12), making payments to outstanding debt and resolving other tax related issues. Also, to note, is that auto assessment and estimates can be accessed and finalised via this channel.
For more information on how to use this application in resolving tax related queries, kindly refer to the following external guides:
- How to register for the use of the SARS MobiApp
- How to use the SARS MobiApp to submit your Income Tax Return
- How to use the SARS MobiApp to make payments towards your SARS debt
- How to resolve other tax related queries making use of the SARS MobiApp
5.2 SARS Live Chat
Live Chat is an additional software technology available on the SARS MobiApp. This technology allows you to communicate directly (human to human) with a SARS service agent in real-time.
The Live Chat service allows you to reach a SARS service agent in that exact moment when you have a Personal Income Tax (PIT) query or tax related issues that requires resolution. However, do note that the Live Chat service is only available during the following times:
- Monday to Friday (Public holidays excluded) from 08:00 a.m. to 04:00 p.m., and on Wednesdays from 09:00 a.m. to 04:00 p.m.”
Also, to note is, where you have logged on to your profile, you can initiate a chat with a SARS Service Agent immediately. However, when you have not logged on, you will be prompted to enter your 13-digit ID number for verification purposes.
To access the Live Chat functionality, it will either be displayed as one of the pre-login menu options on the SARS MobiApp. However, when you are already logged in, it will be displayed as part of the SARS MobiApp menu options. Simply tap the SARS MobiApp and select the tax service by tapping on the Need Help icon displayed as part of the pre- login services. Then tap on the Live Chat icon and follow the prompts displayed on the functionality. For further clarity on the use of this functionality, kindly refer to the following external guide:
5.3 SARS Ask a Question
The ‘SARS ask a question’ functionality is available as part of the tax services offered on the SARS MobiApp. This functionality responds to your frequently asked tax related queries in real time. It utilises the latest high-quality support experience BOT technology to provide you with instant support on tax related queries. The Lwazi BOT technology generates automated answers to non-profile tax queries.
To access the Lwazi functionality, simply select the Ask a Question icon on the SARS MobiApp and text any tax related questions. In response, the answer/s to your query will be displayed onto your mobile device. Additionally, this service also offers you a menu option which incorporates a call back option in instances where you want to arrange a telephonic appointment with a SARS service agent. For further clarity on the use of this functionality, kindly refer to the following external guide:
6 Standard Mobile Device Tax Services
6.1 SARS SMS Channel
The SARS SMS channel involves sending a free a specified tax related service to SARS via SMS. SARS will respond to your SMS and provide you with your requested tax request.
Where your SMS request was eBooking related (requesting an appointment with a SARS service agent), SARS will respond by calling you back to ultimately create an eBooking appointment on your behalf.
The following services are available on the SARS SMS channel:
- Confirmation if your Personal Income Tax (PIT) return is due for submission.
- SARS will respond via SMS to notify you of any outstanding PIT return submissions due, or whether no PIT submission is required.
- Requesting your tax reference number.
- SARS will respond by issuing you with your Notice of Registration (IT150).
Note: This service is available only to registered taxpayers.
- SARS will respond by issuing you with your Notice of Registration (IT150).
- Requesting your account balance statement.
- SARS will respond by issuing you with your Statement of Account (SOA).
- Requesting an appointment with a SARS Agent.
- SARS will respond by calling you and create an eBooking appointment on your behalf.
Steps on how to request tax services
To send a SMS to SARS, you must ensure that the SMS is worded correctly and sent through to the correct number. Below are the steps to follow when utilising the SMS service channel:
Step 1: Complete the SMS text field with the applicable wording that is reserved for the specified service together with demographic information. (Note: The specific wording as demonstrated below) If you would like to receive the balance of your personal income tax account. The relevant SMS should be “BALANCE followed by a “space” followed with the ID number/Passport number/Asylum Seeker number” Example: Balance 8308245*** or Balance A0296*** Step 2: Send the completed text wording (SMS) to the following number: 47277 |
Unpacking Step 1:
- Complete a SMS which contains a word that is reserved for each tax service as well as the required demographic information.
- Listed below are the available tax services and their respective SMS Syntax
- Tax services lists the service offered
- SMS syntax is the SMS syntax that must be typed when requesting a specific tax service
- <Space> implies you must create a space in-between when typing the SMS syntax.
Tax Service 1: Confirmation if you should submit your Personal Income Tax (PIT) return File 8308245*** or File A0296*** Tax Service 2: Request your tax reference number and the issuing of your Notice of Registration (IT150) TRN 8308245*** or TRN A0296*** Tax Service 3: Request account related queries (balance statements) and your Statement of Account (SOA) Balance 8308245*** or Balance A0296*** Tax Service 4: Request an appointment with a SARS agent (eBooking appointment) Booking 8308245*** or Booking A0296*** |
Unpacking Step 2:
- Send the selected tax service SMS to 47277
- In response to your SMS request, verification will be performed, and SARS will respond with the requested information in the most appropriate channel(s), which includes SMS and/or email.
Steps on how to request an eBooking appointment
You can send an SMS to SARS requesting an eBooking appointment. SARS will respond by calling you back to book an appointment on your behalf.
Below are the steps to follow when requesting this service.
Step 1:
- Send an SMS to SARS by texting the following message:
- <Booking> Space <ID number/Passport number/ Asylum number>
- Booking 8308245*** or Booking A0296***
- <Booking> Space <ID number/Passport number/ Asylum number>
Step 2:
- Send the SMS to 47277
- If the information sent through is correct:
- A response SMS will be sent confirming receipt of your SMS request.
- A SARS agent will call you back and book an appointment on your behalf.
Note that for more information on what will be required when booking an appointment, refer to the following external guide: GEN-BO-09-G01 – Book an Appointment at a SARS Branch.
Things to note when using the SARS SMS Channel
- This service is not available for tax practitioners.
- This service is free of charge and is only available to Individual Taxpayers for Personal Income Tax (PIT):
- eBooking related queries is only available to registered Personal Income Tax (PIT) individuals.
- Where you are not registered, kindly refer to the PIT registration process. Alternatively call the SARS Contact Centre and engage with a SARS agent.
- Always ensure that the SMS you send through to SARS contains, the relevant amount of detail (ID/passport/Asylum number). If the SMS you sent through contains missing or incorrect details, your tax service request will not be resolved.
6.2 SARS USSD Channel
The SARS USSD channel activation involves you typing a string of characters which comprises of an asterisk (*), followed by a few digits and ending with a hashtag and dialling.
This channel utilises the dialling portion of your mobile device, where you dial the following SARS USSD string of characters: *134*7277# Once dialled, your mobile phone device will recognize these characters as a USSD string and transmit a text message request to SARS. Upon successful transmission, your mobile device will display a menu option of tax services. You will then be required to select your applicable tax service option by replying to the menu option displayed. Upon successful verification by SARS, your tax resolution will be displayed on your mobile device. |
The sequence flow of the USSD channel is as follows
- Once the correct USSD string is dialled, your mobile device will display a list of SARS tax service menu options:
- You will be prompted to select the applicable tax service for resolution.
- Once you have selected the applicable tax service resolution, a verification process will be done:
- You will be requested to provide your personal information (such as your ID number etc).
- Once you have submitted your personal information, SARS has validated the submitted information as correct:
- Your mobile device will present your tax resolution and an email/SMS will be sent through to your mobile device.
- Once the resolution is displayed on your mobile device:
- You will be presented with the option of either returning to the main menu, to request further tax resolutions or exit the channel.
The following services are available on this channel
- What’s my Tax number?
- This service should be used when you want to verify that you are registered for PIT. This service will display your personal income tax reference number on your mobile device.
- Account balance
- This service should be used when you want to determine whether you have a debit or credit tax balance. This service will display your tax balance which includes your PIT account and PIT admin penalties.
- Do I need to file a tax return?
- This service should be used when you want to verify whether you are registered for PIT and are liable to submit an Income Tax return. Note that this reply will display an answer of either a Yes or No.
- eBooking
- This service should be used when you want to request a call back from SARS to create an appointment. with a SARS service agent. SARS will call you back to create the appointment on your behalf.
Steps on how to request tax services
Step 1: Initiate USSD
- Dial the following SARS USSD string characters *134*7277#
- Once the USSD characters are correctly typed and dialled, a menu option will be presented on your mobile device.
Step 2: Select Your Tax Resolution Request
- Note the message displayed on your mobile device depicting how to make an applicable selection.
- Select the applicable tax resolution request as per direction of the message.
Step 3: SARS Verification
- After you have selected and submitted your tax resolution request, SARS will request you to complete your personal information for verification purposes.
- Complete the required information on your mobile device and submit to SARS as per the prompt of your mobile device.
Step 4: Tax Query Resolution
- Upon successful verification by SARS, your tax query resolution will be displayed on your mobile device and an email/SMS will be sent through on your selected service requests.
Things to note when using the SARS USSD Channel
- This service will not operate where your cell phone number has changed.
- Ensure that your PIT profile information with SARS has your latest cell number. If your cell number has changed, kindly update via the SARS MobiApp, alternatively call the SARS Contact Centre and engage with a SARS agent.
- This service is free of charge and is only available to Individual Taxpayers for Personal Income Tax (PIT):
- eBooking related queries is only available to registered Personal Income Tax (PIT) individuals.
- Where you are not registered, kindly refer to How do I register for tax. Alternatively call the SARS Contact Centre and engage with a SARS agent.
7 Call Centre Services
The SARS Contact Centre offers services on any tax related query. This includes requesting your tax reference number, requesting your statement of account, or following up on your previous tax queries etc. Although most of the services can be resolved via this channel, services such as updating your profile information or updating your banking details is associated with risk and thus cannot be resolved via this channel.
To solve complex or risk related tax queries, you can request an eBooking from the Contact Centre agent. The agent will book an appointment request and advise on the documentation you should have in order to resolve your complex query during your appointment.
7.1 How to request tax services telephonically
You can call the SARS Contact Centre on the toll-free number of 0800 00 7277. A SARS agent will answer and resolve your tax related query.
Note the menu options and select the applicable option related to your query.
As mentioned above you can also use this platform to request an eBooking appointment with an agent to resolve your complex or risk related queries.
Refer to the eBooking external guide (GEN-BO-09-G01 – Book an Appointment at a SARS Branch – External Guide) for the information that will be required when requesting an eBooking appointment.
International callers can engage with the SARS Contact Centre by calling the following number: +27 11 602 2093.
8 Definitions, acronyms and abbreviations
The definitions, acronyms and abbreviations can be accessed here – Glossary webpage.
Legal disclaimer: In the event of conflict or inconsistency between this webpage and the PDF version of the guide, the latter shall prevail.
