SAIT member queries: Simplifying the rules
03 February 2016
Posted by: Author: SAIT Technical
Author: SAIT Technical
At SAIT, we understand that your
questions need urgent answers
accordingly, seek to
24-to-48 hour turn-around time for your benefit. In order to enhance these turn-around times
and to improve the quality of our service (as well
as our statistical analysis),
request that you bear the following in mind when submitting your queries:
- Queries must be logged directly
on the TaxHelpline
website. Emails to email@example.com and
phone calls to initiate requests will be redirected to TaxHelpline.
only able to assist with queries relating to South African taxation.
- Please keep queries specific and concise.
- There will be a delayed response to queries
received in any language other than English.
- Unless requested, please limit attachments to no
more than two documents.
- We are here to assist with specific
questions, we do not perform calculations or provide structuring advice (This
- In order to improve efficiency, members should
basic homework when preparing their queries.
Members having difficulties with SARS
should make use of the official SARS process.
Please see process below as well as how SAIT can assist.
If you are feeling aggrieved by SARS, please
the SARS Call
Centre (0800 00 7277) and always note your case number. Every interaction with SARS is documented by
way of a case number – It is imperative that you retain these numbers.
complaints/escalations would include: delayed refund, details update, slow VAT registration etc.
the SARS turn-around time has lapsed (see Info box) the
call centre agent will escalate the case to the relevant SARS
working days, if your escalation has not been resolved, you can escalate the
query/complaint via the Complaints
Management Office (CMO) via the CMO-01 form, located under Services on e-Filing,
via the CMO Call Centre (0860 12 12 16).
operational complaints require a case number before they will be accepted by
assessment/tax based grievances should be raised with SARS via the applicable
Dispute Resolution channel (i.e. Notice of Objection, Notice of Appeal, ADR1 etc).
The CMO will not accept any assessment related complaints.
endeavours to resolve complaints
21 working days.
the CMO outcome is
next step would be to raise your issue with the Tax Ombudby
submitting an OTO-01, located under Complaints on the Tax Ombud’s
website – www.taxombud.gov.za.
can SAIT assist?
SAIT will gladly assist with guiding
members in the right direction in order to get escalations and complaints
the shortest time. In extreme cases, SAIT will assist with intervention. Please do not copy SAIT addresses in when emailing SARS (SAIT will intervene
independently), and please allow SARS a reasonable amount of time to resolve
bear in mind that the SARS Service Charter is currently under review and that
SARS response time frames are not governed by law. The turn-around times
were set by SARS to measure and improve their service. In the absence of
an updated Service Charter, the following turn-around times should be used as a
Case escalation – 21
Completion of Operations Audit – 60
working days from date of submission of supporting documents
Completion of Assurance Audit –
3-to-12 months (depending on the complexity)
VAT Registration with verification – 21
complaints can be logged via the CMO without those complaints first being
treated as an escalation with a case number.
click here for more information on the CMO process.
though SARS office complaints are welcome on the CMO-01, branch managers have
advised that complaints addressed to the manager at the branch
where you experience the problem will
experience enhanced response times.