Record Complaints Resolved by Federal Tax Ombudsman in 2024

The Federal Tax Ombudsman (FTO) efficiently addressed 12,941 taxpayer complaints against the Federal Board of Revenue (FBR) during 2024, out of a record-high 13,506 complaints received in this period.

Senior FTO officials revealed on Wednesday that the complaints against the FBR peaked in 2024, with the FTO office receiving an unprecedented 13,506 grievances by December 31, 2024.

In the same calendar year, the FTO Secretariat and Regional Offices resolved 12,941 complaints, achieving a disposal rate of 95.6%. The surge in complaints was attributed to extensive awareness campaigns conducted nationwide by the FTO and Advisors. These sessions, targeting Chambers of Commerce, Tax Bar Associations, business organizations, and tax law practitioners, significantly boosted awareness about the FTO’s functions, leading to the record complaint numbers.

The awareness initiatives also resulted in a remarkable volume of resolved cases, providing thousands of taxpayers with relief. Beyond standard complaints, the FTO encouraged underprivileged individuals to utilize informal grievance resolution mechanisms. Consequently, 1,540 informal complaints were resolved, alongside 143 reference cases. Additionally, 32 suo motu initiatives brought relief to numerous individuals.

As a relief-focused institution, the FTO extended support to low-income employees by ensuring proper taxation, resolved withholding tax issues for folk artists, and granted tax rebates to teachers in numerous cases, officials added.