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RMO No. 37-2023: Amends RMO No. 5-2023 on the implementation of revised Customer Satisfaction Survey for frontline services under Client Support Service

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Summary

RMO No. 37-2023 amends RMO No. 5-2023 on the revised Customer Satisfaction Survey for frontline services under the Client Support Service (CSS), used to get taxpayer feedback on Revenue District Offices.

Key points

  1. Survey form and access. The revised survey form comes in a manual version and an online version on Microsoft Forms. Frontliners encourage taxpayers to answer online through the eLounge or by scanning the QR Code at the counter, and manual forms stay available for those who prefer them.
  2. Who retrieves manual forms. The Concerned Regional Office through the Client Support Unit (CSU) Head retrieves and processes manual forms of the Client Support Section/Registration Section. The Cebu City and Davao City LT Divisions go through RR No. 13 and RR No. 19, and LTAD and ELTRD go through LTPMPD.
  3. Processing results. The offices named in the Order consolidate the manual survey results. The Taxpayer Service Programs and Monitoring Division (TSPMD) provides the online survey results.
  4. Reports to TSPMD. The Revised Matrix of Actions Taken/To Be Taken is due on or before the 5th day following the month of retrieval. The Revised Working Paper, Revised Summary Report and Revised Summary of Feedback are due on or before the 10th day of the following month.
  5. Record keeping and validation. RDOs keep the survey forms and reports for validation. The CSS, through TSPMD, may run unannounced validation of results in Regional and District Offices.

Who is affected

  • Taxpayers transacting with Revenue District Offices
  • RDOs and LT Divisions
  • Regional Offices and CSU Heads

Deadlines and effectivity

  • Manual forms retrieved and processed on or before the 5th day of the following month
  • Reports due on or before the 5th or 10th day, depending on the report

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

Related issuances

CitesRMO No. 16-2021RMO No. 44-2020RMO No. 5-2023
Cited byRMO No. 02-2024RMO No. 31-2024RMO No. 8-2026

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.