BIR amends feedback system for taxpayers
Following the passage into law of Republic Act (RA) No. 11032, otherwise known as the “Ease of Doing Business and Efficient Government Service Delivery Act of 2018” on May 28, 2018, the Bureau of Internal Revenue (BIR) created an amendment on the rules concerning the implementation of a feedback system for taxpayers in the Philippines.
Signed by Internal Revenue Commissioner Caesar Dulay last April 4, a week before the tax payment deadline on April 15, Revenue Memorandum Order (RMO) No. 15-2019 revises RMO No. 61-2016 on the “Establishment of Standard Taxpayer Feedback System.”
BIR aims to “provide world-class frontline services to the taxpayers” by requiring all Revenue District Offices (RDOs) to introduce a feedback system able to receive input which can measure customer satisfaction based on the services rendered by RDO personnel.
Policies and Guidelines of RMO No. 15-2019
Under RMO No. 15-2019, BIR prescribes the use of a Revised Customer Satisfaction Survey Form that determines taxpayer perspective towards RDO personnel and their level of service. The required form is in line with the guidelines established by the Department of Budget and Management on the grant of bonuses based on employee performance.
For every 5th day of the month, the Client Support Unit (CSU) head of each revenue region is required to collect all accomplished survey forms. On the other hand, the Taxpayer Service Programs and Monitoring Division (TSPMD) will collect survey forms based at the National Office.
On the 20th day of each month, the RDOs must submit the summary reports of the survey forms to the Client Support Service (CSS) through TSPMD. It must include the problems encountered and concerns raised by taxpayers.
For RDOs who still have old survey forms (before the amendment) for retrieval, the processing of such documents is separate from the revised survey forms. These documents are still processed monthly until BIR fully implements the new survey forms.
After processing all survey forms and similar reports, the RDOs must keep such documents for future use and validation by TSPMD. Through TSPMD, the CSS will conduct an unannounced collection of survey forms to monitor the RDOs strict compliance with the implementation of the feedback system.