RMO No. 15-2019: Amends RMO No. 61-2016 on the establishment of standard Taxpayer Feedback System

Key points

1. Survey form. Revenue District Offices use the revised Customer Satisfaction Survey Form to measure taxpayer satisfaction. Frontliners give the form to taxpayers with the queuing number slip and encourage them to fill it out.
2. Retrieval. The Client Support Unit Head of each Revenue Region retrieves survey forms every 5th day of the month. The Taxpayer Service Programs and Monitoring Division (TSPMD) retrieves forms at National Office locations.
3. Reports. Summary reports go to the Client Support Service through TSPMD every 20th day of the following month. Taxpayer issues go into the revised Matrix of Actions Taken, submitted every 5th day following the month of retrieval.
4. Old forms and checks. Old survey forms are processed separately each month until the new form is fully in use. TSPMD conducts unannounced retrievals to check implementation.

Who is affected

• Revenue District Offices
• Revenue Region Client Support Unit Heads
• TSPMD

Deadlines and effectivity

• Retrieval every 5th day of the month
• Summary report every 20th day of the following month