SARS’ unabridged response to tax practitioner survey

This is the full response from SARS regarding Accounting Weekly’s article on a recent tax practitioner survey attributed to SARS spokesperson Anton Fisher

SARS’ very first strategic objective is to make it simple and easy for taxpayers, traders and tax practitioners to transact with SARS. Therefore, SARS is committed to continuously improve our services and eradicate any negative experiences by any taxpayer, trader or tax practitioner. The SARS tax practitioner register is in the region of 25000. If 168 of these have a negative experience with SARS, this must be seen in this context, though we firmly believe that one negative experience is one too many.

In terms of another of SARS’ strategic objectives, tax practitioners are a very important intermediary and stakeholder in the tax eco-system and are treated as such as will be seen from the information provided below.

In line with the above, SARS is concerned about any negative sentiment.

To gauge taxpayer sentiment SARS had done surveys twice a year, the last one being in 2009. However, the survey method of engagement with tax practitioners was then changed to direct, quarterly consultations with Recognised Controlling Bodies once these had been established. These meetings are chaired by a senior and seasoned SARS executive. While many issues are resolved with the RCB at a high level, the downside of the engagement is that very particular issues being experienced cannot be addressed via this forum. However, all SARS regions hold meeting with RCB, which have the advantage of being more focussed.

The dispute process is a broad description and involves a request for reasons, objections and appeals. We are aware of the delays and challenges in the appeals process and later this month the electronic system supporting appeals will be enhanced which will allow the staff managing appeals to focus on the substance of the dispute and less time on the administrative requirements. In addition, as from 10 March 2023 the period to file an objection was extended from 30 days to 80 days which will provide taxpayers and practitioners more time to prepare their dispute papers.

SARS does have a dedicated Voice Channel for Practitioners and Practitioners can make appointments for Branch Visits via a dedicated eBooking queue to speak to suitably qualified SARS agents. SARS also distributes a Tax Practitioner Connect Newsletter via the RCBs and via the SARS website that provides solutions on service challenges as well as updates on new developments.

We are also in the process of enhancing the eBooking solution for this year’s filing season which will address some of the concerns previously raised by practitioners (for example the uploading of supporting documents at the point of making appointment).

SARS has designed a Tax Practitioner Readiness Programme, which is offered free of charge to newly registered tax practitioners. In terms of virtual training sessions held, this programme was attended by existing tax practitioners and proved that there was a need for SARS to talk to tax practitioners about the SARS processes and how they can problem solve certain tax matters. This programme is on the SARS website and is available via pre-recorded videos.

When SARS launches its filing season, engagements are held with RCBs and their tax practitioners wherein new filing season developments are shared and even then, after SARS has engaged with the RCBs, obtained their feedback on the changes, and accommodated their feedback in the rollout.