Taxpayers awaiting small refunds can expect quicker relief as the Federal Tax Ombudsman (FTO) has announced a new policy to ensure small-value tax refunds are released within 8 to 10 days. The move is aimed at improving efficiency, reducing delays, and restoring trust between taxpayers and revenue authorities.
The announcement was made by Federal Tax Ombudsman Zafar-ul-Haq Hijazi during his visit to the Rawalpindi Chamber of Commerce and Industry (RCCI), where he met members of the business community and discussed ongoing reforms within the FTO office.
Faster Complaint Resolution Process
Speaking at the event, the FTO said that a revamped complaint-handling mechanism has been introduced to eliminate unnecessary delays. Under the previous system, cases often circulated between departments for weeks. The new process assigns complaints directly to the relevant advisor, allowing for quicker review and decision-making.
Hijazi noted that protecting taxpayer rights remains the core responsibility of the FTO, adding that timely grievance redressal is essential to rebuilding confidence in the tax system.
One-Day Registration for Complaints and Appeals
As part of broader reforms, the FTO has also streamlined administrative procedures. The registration of complaints and filing of appeals against the Federal Board of Revenue (FBR) will now be completed within one day, with hearings scheduled promptly thereafter.
The FTO indicated that upcoming budget recommendations would focus on minimizing harassment of compliant taxpayers and introducing further facilitation measures for businesses.
Strong Performance and International Recognition
During the session, FTO officials highlighted the institution’s performance, revealing that more than 38,000 complaints were filed against FBR in 2025, with 98 percent of FTO recommendations implemented. This high implementation rate has brought international recognition, and tax ombudsman offices from other countries are studying Pakistan’s grievance redressal model.
Business Community Welcomes the Initiative
RCCI leadership welcomed the reforms and expressed confidence in the FTO’s direction. Business representatives emphasized that while traders are prepared to fulfill their tax obligations, complex procedures and enforcement practices often create difficulties.
They also pointed out that traders act as withholding agents for the government without compensation and called for greater recognition of their role in revenue collection.
Moving Toward a More Taxpayer-Friendly System
The event concluded on a positive note, with both sides expressing hope that the new refund policy and complaint reforms would lead to improved cooperation between taxpayers and authorities. The FTO’s fast-track approach is being viewed as an important step toward a more transparent, efficient, and business-friendly tax environment in Pakistan.