RMO No. 32-2017: Amends pertinent provisions of RMO No.51-2010 on the eComplaint System

Summary

RMO No. 32-2017, issued on November 27, 2017, amends provisions of RMO No. 51-2010 on the eComplaint System, covering how taxpayer complaints are classified, routed and acted on.

Key points

1. Complaint types and offices. NO-OR covers non-issuance of Official Receipts or Sales Invoices and use of unregistered or fake ones. RATE covers tax fraud or evasion and other criminal violations of the Tax Code, Disiplina covers complaints against erring revenue officials and employees, and Other Complaints covers other BIR transaction or service concerns such as TIN and eServices problems. Each has its own email address and Office-in-Charge: PIED, EAS, IID and CAD.
2. Acknowledgment and evaluation. Receipt is acknowledged the same day, or the next business day if sent on a weekend or holiday. Within three (3) days from receipt of the email, the point person evaluates the complaint and recommends either investigation by a case officer in the unit or referral to the proper office (PIED, RATE, IID or CAD).
3. Vague complaints. If a complaint is vague or insufficient, or jurisdiction is uncertain, the point person asks the complainant for more information or documents. Failure to supply them within three (3) working days is a basis for archiving the complaint.
4. Feedback and progress reports. The complainant is informed of the action taken within three (3) days from assignment to a case officer or referral. Offices-in-Charge and other offices track investigations and submit progress reports not later than the 15th day of each month to their Regional Director or Assistant Commissioner, copy furnished the Office of the Commissioner.

Who is affected

• Taxpayers filing complaints
• Offices-in-Charge: PIED, EAS, IID and CAD

Deadlines and effectivity

• Acknowledgment: same day, or next business day if sent on a weekend or holiday
• Evaluation: within three (3) days from receipt
• Additional information: within three (3) working days
• Progress reports: not later than the 15th day of each month

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