Tax Resources PH icon

TAX RESOURCES PH

Tax resources for Filipinos

RMO No. 28-2021: Amends certain provisions of RMO No. 22-2020 relative to the policies, guidelines and procedures in the handling/resolution of concerns/complaints received thru the 8888 Citizen’s Complaint Center, Presidential Complaint Center, BIR eComplaint System, Contact Center ng Bayan, Anti-Red Tape Authority and other feedback mechanisms

Files
Download this file

Summary

RMO No. 28-2021 amends certain provisions of RMO No. 22-2020 on handling concerns and complaints received through the 8888 Citizen’s Complaint Center, Presidential Complaint Center, BIR eComplaint System, Contact Center ng Bayan, Anti-Red Tape Authority and other feedback channels.

Key points

  1. Acknowledgment. Concerns and complaints are acknowledged within the same day, or the next business day if received on a weekend or holiday.
  2. Classification and routing. Each item is classified and forwarded to the concerned office, with a copy to the monitoring office where applicable. The categories include system-related, non-system related, people-related, tax audit related concerns, complaints against business establishments, AABs and other private entities, and non-complaints such as commendations, suggestions, requests for assistance and inquiries.
  3. Head of the monitoring office. If the official complained of is the head of the monitoring office, the immediate superior gets a copy and serves as the monitoring office.
  4. Complaints received by email. A revenue official who receives a complaint through an official BIR email account replies at once with a message giving the link to the BIR Enhanced eComplaint System.
  5. Anonymous complaints. An anonymous complaint with no contact information that does not identify the office or personnel complained of is deemed closed. Those with verifiable leads are forwarded to the concerned office, and all anonymous complaints are recorded and included in the quarterly report.
  6. Responses. The concerned office sends a copy of its response and supporting documents to the external complaint channel, copy furnished the Public Information and Education Division (PIED). The roles and reporting requirements of PIED and the other offices are in the Order.

Who is affected

  • BIR offices handling citizen concerns and complaints
  • PIED, concerned offices and monitoring offices

Deadlines and effectivity

  • Acknowledgment within the same day or the next business day for weekend or holiday receipt

Summary by Tax Resources PH. It is not a substitute for the full text of the issuance or professional advice.

Related issuances

CitesRMO No. 22-2020
Cited byRMO No. 15-2026

Copies of BIR issuances are hosted here for reference. For the official version, check bir.gov.ph. Summaries by Tax Resources PH are not a substitute for the full text or professional advice.