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DRAFTCITIZENSCHARTERINCOMETAXDEPARTMENTGOVERNMENTOFINDIAJUNE,2010ADECLARATIONOFOURCOMMITMENTTOEXCELLENCEINSERVICETOTAXPAYERSTheCitizensCharteroftheIncomeTaxDepartmentisthedeclarationofthemission,vision,valuesandstandardsofdeliveryofvariousservicestoachieveexcellenceinservicedeliverytoitstaxpayers.Withaviewtoachievecontinualimprovement,thecharterwillbereviewedatleastonceinthreeyears.OurVision:Tobecomeaworld-classorganizationpartneringinnationbuilding,througheffectiveadministrationofthetaxlawsandexcellentpublicservicedeliverymechanism,withstateofthearttechnologicalcapabilitiesandproficienthumancapital.OurMission:TopromotevoluntarycompliancebykeepingcostofcompliancelowandmakingcomplianceeasyToenforcethetaxlawswithfairnessandintegrityToprovidestandardizedqualityservicebystreamliningprocessesTocreateaworkforcestrivingforprofessionalexcellencesustainedbyanoptimuminfrastructureandtechnicalknowhowToformulateandimplementtaxpolicieseffectivelyWebelieve:a)intransparencyandfairness

b)inencouragingandassistingtaxpayersinvoluntarycomplianceoftaxlawsc)inprovidingeffectivedeterrencetotaxevasionwhichworksagainsttheinterestsofthenationanddemotivateslawabidingcitizensd)inservicedeliverythroughallchannelsofcommunicationincludingweb/internetbasedtechnologye)ineffectivemonitoringofcharterpromisesthroughCentralActionPlanWeAspire:-toeducatetaxpayersandgeneralpublicontaxlawsandchangesmadethereinfromtimetotimeandimportanceofvoluntarycomplianceoftaxlawsbyprovidingrelevantinformationthroughdifferentmediasandbyorganizingawarenessprogrammesatperiodicintervals.TaxpayerServiceStandards:Sl.No.

KeyServicesTimeNorms(FromtheEndofthemonthinwhichapplication/requestreceived)1Toissuerefundalongwithinterestarisingfromprocessingundersection143(1)wherereturncompleteinallrespectisreceived9months3Togiveeffecttoappellate/revisionorder2months4Todisposeofrectificationapplication2months

5Toissueofrefundincludinginterest,ifany,arisingfromproceedingsotherthansection143(1)1month6i.AcknowledgmentofCommunicationsfromtaxpayerthroughelectronicandothermedia/byhand.Immediateii.AcknowledgmentofCommunicationsfromtaxpayerthroughpost/courier/dropbox15days

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8Todisposeofapplicationseekingextensionoftimeforpaymentoftaxorforgrantofinstallment.1month9ToissueTaxclearanceCertificateundersection230oftheI.T.ActImmediatelyorlatestbynextworkingday10Todisposeofapplicationforrecognition/approvaltoprovidentfund/superannuationfund/gratuityfund3months11TodisposeofapplicationforgrantofexemptionorOneyearcontinuancethereoftoinstitutions(University,School,Hospitaletc.)undersection10(23C)oftheI.T.Act12Todisposeofapplicationforapprovaltoafundundersection10(23AAA)oftheI.T.Act3months13Todisposeofapplicationforregistrationofcharitableorreligioustrustorinstitution4months

14Todisposeofapplicationforapprovalofhospitalsinrespectofmedicaltreatmentofprescribeddiseases.3months15Todisposeofapplicationforgrantofapprovaltoinstitutionorfundundersection80G(5)(vi)oftheI.T.Act.5months16Todisposeofapplicationfornodeductionoftaxordeductionoftaxatlowerrate1month17

Toredress/disposeofcomplaint/grievance2months18Todisposeofapplicationfortransferofcasefromonechargetoanother2months19DisposalofappealbyCIT(Appeal)12months20Toreturnseized/impoundedbooksafterthefinalassessmentandallappeals2months21Toreturnseizedassetsafterthefinalassessmentandallappeals

2months22Tooperatethesealedpremises/accounts2monthsWeshallendeavortoachieveminimumcompliancelevelof80percentoftheaforesaidtimenorms.Compliancelevelsshallbegraduallyenhancedthroughclosemonitoring,useofITenabledservicesandstrengtheningourback-endprocesses..Forbetterservices,weexpectourtaxpayers:-toobtainonlyonePAN/TANandquotethesamecorrectlyinallreturns,challansandcorrespondence.

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-tofileallstatutoryreturns,completelyandcorrectlywellwithinduedatesinproperjurisdiction.-topayduetaxeswellintime.-toquoteBankAccountNumber,MICRCodeandotherBankdetailsinreturnsofincometofacilitateissueofrefunds.-tobefairandpromptincomplyingwithallproceedingsunderDirectTaxesStatute.-tointimatechangeofaddresstotheAssessingOfficer.-toquotePANofalldeducteesinTDSReturnsComplaintsandGrievancesAsaresponsiveandtaxfriendlydepartment,weshallhaveinplacethefollowingcomplaintsandgrievanceredressalmechanism:-Thecomplaints/grievancereceivedbyhandshallbeacknowledgedimmediatelyandattemptedtoberedressedwithtwomonthsfromtheendofthemonthinwhichthecomplaint/grievanceisreceived.-Incasethecomplaintisnotattendedtowithintheprescribedtimenormsortheremedyofferedisnotsatisfactory,apetitioncanbefiledwiththejurisdictionalCommissioner/ChiefCommissioner.-Ifstillthecomplainantisnotsatisfiedwiththenormaldeliverysystem,hecanapproachtotheOmbudsmanappointedbyGovernmentofIndia.Thedetailedcomplaint/grievanceredressalmechanismcanbeviewedonthedepartmentswebsitewww.incometaxindia.gov.in.ThecontactdetailsofPublicGrievanceOfficersatBoardlevelaswellasfieldlevelarealsogiveninthiswebsite.Note:Whilepreparingthischarter,allstakeholdersvizmembersoftradeassoc

iations,bodiesofindustry,chambersofcommerce,BarCouncils,InstituteofCharteredAccountantsofIndia,IRSofficersassociationandstaffunionsetc.wereconsulted.Therevisedcharterisissuedon----------.