Tax Ombudsman shifts to virtual proceedings to speed up complaint resolution, with physical hearings reserved for requests and complex cases
ISLAMABAD: The Federal Tax Ombudsman (FTO) has made online hearings the default mode for resolving tax complaints at its headquarters and regional offices, in a move aimed at expediting case disposal, improving accessibility and reducing travel requirements for taxpayers and tax officials.
According to a circular issued by the FTO Secretariat, all hearings and proceedings will now be conducted through online platforms unless either or both litigating parties specifically request a physical hearing in writing.
The initiative is part of the Ombudsman’s broader efforts to modernise complaint handling, improve service delivery and facilitate taxpayers and Federal Board of Revenue (FBR) field formations through greater use of digital technology.
Online hearings to become the norm
Under the new procedure, the FTO will provide both complainants and the concerned FBR field formations with two options when seeking para-wise comments and issuing hearing notices:
• Online hearing; or
• Personal (physical) hearing.
While virtual proceedings will serve as the standard practice, the Ombudsman clarified that complaints involving complex legal or procedural issues may still be heard through physical hearings where necessary.
Faster disposal of complaints
The FTO Secretariat said the transition to online hearings is intended to accelerate the resolution of tax disputes by minimising delays associated with travel and scheduling.
The digital-first approach is expected to make it easier for taxpayers from across Pakistan to participate in proceedings without the need to appear in person, while also enabling FBR officials to attend hearings more efficiently.
The Secretariat noted that the initiative supports the institution’s ongoing efforts to streamline complaint management and improve the overall efficiency of tax dispute resolution.
FBR urged to cooperate
Alongside the introduction of virtual hearings, the FTO has called on FBR field formations to ensure timely submission of para-wise comments and extend full cooperation during complaint proceedings.
The Ombudsman said prompt responses from tax authorities would help ensure the swift and effective disposal of taxpayers’ grievances.
The move marks another step in the digital transformation of Pakistan’s tax administration, with the FTO seeking to enhance transparency, accessibility and efficiency in resolving complaints against tax authorities.