FTO accuses FBR, PRAL of maladministration in taxpayer services, orders overhaul of helpline

Federal Tax Ombudsman (FTO) Dr. Asif Mahmood Jah has accused the Federal Board of Revenue (FBR) and its technical arm, Pakistan Revenue Automation (Private) Limited (PRAL), of maladministration in fulfilling their duties, particularly regarding taxpayer assistance.

The ruling came in response to a complaint filed by a lawyer, who raised concerns over persistent technical problems affecting the tax filing and registration systems. 

The FTO’s decision calls for the revamping of the FBR Helpline, recommending the establishment of a dedicated technical team made up of experts from both FBR and PRAL. This team would be responsible for resolving taxpayer issues during regular working hours (0900 to 1700 hours).

The FTO found that the FBR and PRAL’s failure to address ongoing technical glitches, including delays in uploading income tax returns for the Tax Year 2025, amounted to maladministration. The Ombudsman pointed out that such failures left taxpayers vulnerable to penalties due to no fault of their own. 

The ruling also highlighted the lack of proper monitoring of the FBR Helpline, contributing to a trust deficit between the tax administration and the public.

The FTO has directed the FBR to ensure adherence to the prescribed timelines for tax return filings and to strengthen the helpline’s operations, ensuring a timely resolution of taxpayer issues. The order aims to improve efficiency and foster greater confidence in Pakistan's tax administration.