FTO Orders FBR Helpline Overhaul Amid Tax System Failures

ISLAMABAD: Federal Tax Ombudsman (FTO) Dr. Asif Mahmood Jah has lambasted the Federal Board of Revenue (FBR) and its IT arm, Pakistan Revenue Automation (Private) Limited (PRAL), for gross maladministration in taxpayer assistance, particularly amid persistent technical failures.

The ruling stems from a lawyer’s complaint exposing chronic glitches in tax filing and registration systems. The FTO has mandated a complete overhaul of the FBR Helpline, demanding a dedicated technical team comprising FBR and PRAL experts to resolve taxpayer issues during 0900–1700 hours.

The FTO condemned FBR and PRAL for failing to fix ongoing technical breakdowns, including delays in uploading 2025 income tax returns, deeming it maladministration that exposes taxpayers to unjust penalties. The Ombudsman slammed the absence of helpline monitoring, fueling a trust deficit with the public.

The FTO has ordered the FBR to enforce filing deadlines, fortify helpline operations, and ensure swift issue resolution to boost efficiency and restore confidence in Pakistan’s tax administration.