Summary
RMO No. 61-2016 establishes a standard Taxpayer Feedback System to evaluate the efficiency of frontline services.
Key points
- Drop box. An acrylic drop box is placed at the frontline Taxpayer Service Area, near or before the exit point. It carries the BIR logo, the office name and the instruction “Please Drop the Satisfaction Survey Here”.
- Customer Survey Form. On entry, the taxpayer gets a Customer Survey Form (CSF) with the queue number slip. The taxpayer writes the serving employee’s name and the queuing reference number, completes the CSF after the transaction and drops it in the box.
- Auditor checks. Designated auditors make unannounced visits and retrieve the CSFs to check that the system is followed. They prepare the “Standard Taxpayer Feedback System” report for the Assistant Commissioner, Client Support Service (CSS), through the Taxpayers Service Program and Monitoring Division (TSPMD).
- Consolidated report. The CSS, through the TSPMD, consolidates the auditors’ reports into a final report with data analysis. It goes to the Commissioner/MANCOM every quarter.
Who is affected
- Taxpayers transacting at frontline Taxpayer Service Areas
Deadlines and effectivity
- Final report submitted quarterly
Summary by Tax Resources PH. It is not a substitute for the full text of the issuance or professional advice.
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