New Delhi: In a major transfer geared toward enhancing citizen-centric governance and ease of doing enterprise via higher grievance redressal, the federal government has introduced each the earnings tax division and customs-related issues underneath the purview of its central public grievance system, a authorities notification stated on Monday.
Which means taxpayers or importers/exporters going through points akin to delays, harassment, or poor service from these departments can now file their complaints with the Directorate of Public Grievances (DPG), which features underneath the Cupboard Secretariat.
The choice is predicted to enhance authorities accountability and guarantee quicker decision of complaints. Till now, such grievances needed to be addressed inside the respective departments.
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The notification marks a serious administrative step in bettering public service supply in two of essentially the most delicate arms of income administration.
Based on the official order, the Directorate of Public Grievances—constituted in March 1988 to deal with public complaints relating to pick out central authorities departments—will now additionally deal with grievances associated to the Earnings Tax Division and the Central Board of Oblique Taxes and Customs (CBIC), particularly overlaying customs-related points.
“With the approval of the competent authority, the jurisdiction of the Directorate of Public Grievances is prolonged to the Division of Income (Earnings Tax) and CBIC (Customs-related points),” the notification acknowledged.
Based on a senior authorities official, the choice is a part of a broader push in the direction of responsive and accountable governance. “The Directorate, which features underneath the Cupboard Secretariat, is remitted to take up particular person circumstances of hardship or inaction in public service supply and might advocate corrective motion on the highest ranges,” this official stated.
Public grievance redressal has gained renewed consideration lately, with rising issues over taxpayer companies and procedural hurdles in customs clearances, particularly within the wake of India’s efforts to enhance its ease of doing enterprise rankings.
The directorate already covers departments akin to posts, railways and telecommunications and the newest enlargement is seen as a sign of the federal government’s intent to carry essential public interfaces underneath larger scrutiny and accountability.
“It’s a well-thought-out transfer by the federal government to empower each residents and merchants who usually face points with these two departments. Now, they may have a greater grievance mechanism to achieve out and get their circumstances resolved,” stated Dattesh Parulekar, assistant professor of worldwide relations at Goa College.
Nevertheless, a Gurgaon-based textiles exporter, who wished to not be named, stated the transfer will present important aid to merchants who usually wrestle to get their GST refunds and need to run from pillar to publish to get their points addressed.
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Union minister of state (impartial cost) for personnel Jitendra Singh had stated in a written reply in Lok Sabha on 2 April that of over 29 lakh public grievances acquired by the federal government via a devoted on-line platform, round 26.45 lakh had been redressed in 2024.
The complaints had been acquired on the Centralized Public Grievance Redress and Monitoring System (CPGRAMS)—a web based platform the place residents can increase complaints.
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“A complete of 1,15,52,503 grievances had been redressed from 2020-2024 and an annual all-time excessive of 26,45,869 grievances (90.5%) have been redressed on CPGRAMS portal from January-December, 2024,” Singh had stated.
