Revised SARS Service Charter
The South African Revenue Service (SARS) recently issued a revised 2022 Service Charter, containing important rights and obligations of taxpayers’, as well as service level standards of SARS.
Taxpayer rights and obligations listed by SARS includes:
|You have a RIGHT to:||You have an OBLIGATION to:|
SARS also gives certain service level standards or undertakings in its revised Service Charter. This includes:
1. Engagement with taxpayers – Through digital channels SARS will:
- Ensure eFiling and MobiApp digital platforms availability / uptime is 99.9 % of
planned capacity due to scheduled maintenance.
- Provide Lwazi (ChatBot), amongst other services, for requesting a tax number,
statement of account, audit and refund status.
- Offer SMS functionality, amongst other services, for appointments, enquiry of
tax reference number, enquiry of returns submission, account balance, tax
clearance status and refunds.
- Offer an Online Query System for uploading supporting documents to be
referenced with the relevant case number. Through our customer interactive
channels, we will:
- Offer eBooking appointments for branch visits and virtual engagements, either
through the SARS website and/or SMS.
- Confirm 8 out of 10 SMS appointments within 3 business days.
- Offer 90% first contact resolution at our Contact Centre.
- Attend to 9 out of 10 appointments at branches, MTUs and external points of
service within 30 minutes of waiting time. Visits to these service points without
an appointment is not covered by this commitment.
- Resolve 8 out of 10 communications through a dedicated email channel within
21 business days of receipt of the complete information. Should this not be
possible, SARS will communicate the reasons for the delay.
2) Registration – Provided all registration requirements are met, SARS will process and finalise:
- Electronic registration application (PIT, CIT, VAT, and PAYE) immediately on
receipt of complete information and where no validation is required. Should this not be possible, SARS will communicate the reasons for the delay to the taxpayer.
- 8 out of 10 applications that follows manual processes, or require due diligence,
validation and/or inspection within 21 business days, pertaining to any tax type.
Should this not be possible, SARS will communicate the reasons for the delay to
- 8 out of 10 Customs registration applications within 5 business days, on receipt
of complete information, and where no inspection or bond is required. Should
this not be possible, SARS will communicate the reasons for the delay to the
- 8 out of 10 Customs and Excise licencing applications within 21 business days
(excluding trader processing time) of submission of complete information, where an inspection and/or bond is required. Should this not be possible,
SARS will communicate the reasons for the delay to the taxpayer.
3) Returns – SARS will:
- Where required, communicate with you via SMS or email to remind you of
submission deadlines. </li >
- Provide a taxpayer with an assessment outcome in under 5 seconds.
If you have any enquiries, please contact Petri Westraadt at firstname.lastname@example.org