Islamabad, Mar 10 2025: The Federal Tax Ombudsman (FTO) witnessed a 63.69% surge in complaint resolution during 2024, addressing 12,914 grievances compared to 7,889 in 2023.
As highlighted in the FTO Annual Report 2024. The total number of registered complaints also saw a 70.52% rise, reaching 13,772 in 2024, up from 8,076 in the previous year.
A comparative analysis of past years shows steady growth in complaint resolution efficiency. In 2022, the FTO settled 6,106 complaints out of 6,480, while in 2021, 2,867 cases were resolved against 3,038 registered grievances.
In FY2024, the Federal Tax Ombudsman (FTO) facilitated tax refunds amounting to Rs. 22.793 billion, offering significant financial relief to taxpayers.
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The department received a diverse range of tax-related complaints, with 7,872 cases linked to income tax, 2,080 to sales tax, 3,375 concerning customs duty.
32 related to federal excise duty, and 147 connected to FIO matters. To enhance taxpayer awareness, the FTO significantly expanded its outreach initiatives.
Trade bodies, tax bars, and educational institutions, compared to 113 sessions in 2023. This widespread engagement strategy played a key role in increasing complaint registrations, as more taxpayers became aware of their rights and the FTO’s role in ensuring fair tax administration.
Beyond individual grievance resolution, the Federal Tax Ombudsman (FTO) implemented systemic interventions that strengthened the taxation framework.
These efforts led to increased taxpayer registration. Enhanced tax collection in the real estate sector, and refinements in the withholding tax regime.
Additionally, relief measures included an automated system for jurisdiction changes and the unblocking of suspended mobile SIMs.
By identifying key flaws in the Federal Board of Revenue (FBR)’s procedures, the FTO proposed reforms aimed at enhancing transparency and accountability within the tax administration.
Officials reiterated their commitment to safeguarding taxpayer rights and fostering trust in the taxation system, further cementing the FTO’s role as a relief-driven institution.
