3 August 2026 – SARS reviews its Service Charter to keep service commitments measurable and relevant to taxpayers’ needs. The review focuses on committed service-level metrics and is informed by data and lessons from monitoring service performance. In support of SARS Strategic Objective 5, “Increase the use of data to improve integrity, derive insight, and improve outcomes”, SARS has assessed areas where performance has consistently exceeded expectations, as well as areas where service levels have been difficult to meet.
The reviewed Service Charter is effective from 1 April 2026.
Central to this revision is the ethos of SARS at Your Service. As SARS works toward the long-term goal that “the best service is no service, tax just happens”, the organisation remains focused on getting the basics right through high-quality service, professionalism, ethical conduct, technical excellence, strong stakeholder relationships, continuous improvement, and data-driven decision-making. In line with the goal to improve efficiency and effectiveness, selected service metrics have been reviewed across the categories of engagements, registrations, refunds, payments, Complaints Management Office (CMO), and the Office of the Tax Ombud (OTO). Taxpayers’ rights and obligations have also been reviewed as part of SARS’s commitment to creating a safe, fair, and service-oriented environment for all.
