To:
The Chairman
Central Board of Direct Taxes (CBDT)
North Block,
New Delhi – 110001


Subject: Memorandum for Strengthening the Grievance Redressal Mechanism under the Income Tax Department


 


Respected Sir,


The BVGF Professional Wing conveys its appreciation for the continuous reforms and technology-driven initiatives adopted by the Income Tax Department, which have greatly enhanced efficiency and transparency.


However, despite the existence of the ITBA grievance portal and grievance cells, it has been observed that a large number of grievances remain unresolved for long periods, or are disposed of without sufficient clarity. In many cases, taxpayers are not informed of the stage of disposal, nor provided with a meaningful opportunity of hearing before rejection. This results in repeated filings, additional representations, and avoidable escalation to higher forums.


 


Our Suggestions for Strengthening Grievance Redressal:



  1. Improved Dashboard Tracking:
    The ITBA portal may be enhanced to show detailed status stages (e.g., received, under examination, referred to CPC/JAO, additional information required, disposal completed), along with an expected resolution timeline.

  2. Automatic Multi-Mode Updates:
    While acknowledgements are generated, progress is often unclear to taxpayers. We recommend system-generated SMS/e-mail alerts at each stage — grievance received, under process, information sought, and disposal outcome.

  3. Priority Disposal of Critical Categories:
    For certain categories already existing in the portal — such as:


    • refund delays

    • tax credit mismatches

    • challans already deposited but not reflected

    • appeal effect implementation

    • CPC adjustment-related grievances



strict priority timelines (e.g., within 30 days) may be mandated, since these are often revenue-neutral or hardship-causing.



  1. Role of JAO:
    In matters involving procedural mistakes, tax credit mismatches, taxes already deposited, or appeal effects, the Jurisdictional Assessing Officer (JAO) should be empowered to directly intervene and resolve such cases in coordination with CPC.

  2. Opportunity of Hearing:
    Before rejecting any grievance application, taxpayers should be provided an opportunity of being heard — either through written reply or video conferencing, wherever clarification is required.

  3. Postal Option for Senior Citizens:
    For digitally challenged taxpayers, particularly senior citizens, an additional facility for filing grievances and receiving communication through postal mode should be provided.


 


We believe these improvements will make grievance disposal more time-bound, transparent, and taxpayer-friendly, thereby reducing litigation and encouraging voluntary compliance.


We therefore humbly request CBDT to kindly consider the above representation and initiate necessary steps for strengthening the grievance redressal mechanism.


With highest regards,
CA Ajay Kumar Agarwal
National Head Direct tax
Bhartiya Vaishya Global Foundation