Report on SARS Service Delivery
03 July 2012
Posted by: TaxFind ™
Report on SARS Service Delivery
It is common practice for SAIPA to conduct an annual survey aimed at assessing the scope and quality of interaction between its members and SARS. It is in the best tradition of professional practice that SAIPA seeks to ensure that its members, at all times and under all circumstances, enjoy fluent, efficient and regular interaction with SARS.
SAIPA, and in particular, the SAIPA Technical Department, are in duty bound to determine the accomplished strengths as well as the detectable weaknesses in the interaction between SAIPA members and SARS experienced during 2010. Accurately assessed, our survey will enable SAIPA to articulate the concerns of members more accurately when participating in shareholders’ forums in the New Year.
Synopsis of Survey Results Six hundred SAIPA members responded to the twelve tick-in-the-box-type questions. 73% of the respondents engage in public accounting and only one per cent practice in the government sector. Comments: Active steps must be taken in order to ensure that more of government’s accounting work is undertaken by SAIPA members. 21% of our respondents employ between 11 and 50 people. It is interesting to note that one per cent of our members have a personnel of more than 500.
Comments: Measures must be taken in order to increase the employment creation capacity of our Members. Better utilisation of our Fasset-approved courses could be a modest start. With regard to the performance of SARS, the survey yields some interesting findings:
21% are satisfied with the attitude and helpfulness of the SARS call-centre staff, 24% of the respondents remain neutral, and another 38% hold the view that further improvement is required in this area. 18% of the respondents remain dissatisfied with the performance of the call-centre staff.
With reference to the professional competence of the SARS staff in general, 12% are satisfied, 23% are neutral and 46% contend that further improvements are required and 19% of the respondent remain dissatisfied.
A mere 9% of the respondents are satisfied with SARS ability to solve problems. 48% state that further improvements are required and 27% are completely dissatisfied with the performance of SARS in the area of dealing with queries and the resolution of problems. The turn-around time of SARS received the lowest score with 40% of respondents remaining most dissatisfied. 35% confirm that further improvements are called for, a substantial number (10%) of the respondents are satisfied with the turn-around time of SARS. It is not surprising that 60% of the respondents are pleased with the speed of access to the SARS’s website. A negligible number (3%) are dissatisfied. 13% of the respondents are satisfied with their waiting period during the SARS eFiling season. 30% call for additional improvements while 33% are quite displeased with the waiting period.
Conclusion: Has the overall performance of SARS improved? Only when a comparison has been made with past surveys will this question be answered. With reference to a need to create a dedicated practitioner service-point at SARS branches, 98% of the respondents are in favour. Attendance of Tax Seminars convened by SAIPA rendered a disappointing score. Only 30% of SAIPA members attended at most 75% of the tax seminars convened during the past two years. 23% failed to attend any seminars at all. SAIPA needs to investigate the causes for the dismal attendance record. Is the timing of the seminars inappropriate? Are our members attending other programmes (also convened by SAIPA) in order to obtain the required CPD points? Further investigations are required.Since SAIPA is keen to enhance its Tax Service Centre (TSC), the findings of this survey could provide crucial pointers where specialized focus is required .
Source: By Mahomed Kamdar (Tax Profesional)