RMO No. 44-2020: Amends the provisions of RMO No. 15-2019 on the establishment of standard taxpayer feedback system

Key points

1. Survey form and distribution. Revenue District Offices use the revised standard format of the Customer Satisfaction Survey Form per Operations Memorandum No. 70-2020. Frontliners give it to all taxpayers securing a queuing number slip and encourage them to answer before leaving BIR premises.
2. Retrieval and processing. The Client Support Unit Head of each Revenue Region retrieves and processes forms every 5th day of the month. The Taxpayer Service Programs and Monitoring Division (TSPMD) handles National Office forms, and Revenue Region No. 13 (Cebu City) and No. 19 (Davao City) handle those of LTDO No. 123 and LTDO No. 127.
3. Reports. Summary reports go to the Client Support Service through TSPMD every 20th day of the month. Issues raised by taxpayers go in the revised Matrix of Actions Taken, submitted every 5th day following the month of retrieval. The Assistant Commissioner of Large Taxpayers Service gets the results.
4. Validation. The Client Support Service, through TSPMD, conducts unannounced validation of survey results in Regional and District Offices.

Who is affected

• Revenue District Offices and frontliners
• Client Support Units of Revenue Regions
• TSPMD

Deadlines and effectivity

• Survey forms retrieved every 5th day of the month
• Summary reports submitted every 20th day of the month
• Matrix of Actions Taken submitted every 5th day following the month of retrieval