ISLAMABAD: The Federal Tax Ombudsman (FTO) Secretariat has enforced a new code of conduct for its officers and advisers, directing them to strictly follow the principles of integrity, impartiality, transparency and professional responsibility.
Federal Tax Ombudsman Zafar Hijazi has made it clear that unnecessary delays and procrastination in the resolution of complaints will not be tolerated under any circumstances.
Chairing an important meeting of officers and advisers from across the country at the FTO Secretariat, Mr Hijazi introduced a new framework on professional ethics and conduct for advisers of the secretariat. The initiative is aimed at ensuring fair and timely disposal of complaints and further strengthening institutional transparency and accountability.
Under the new code, advisers have been instructed to perform their duties independently, without pressure, bias or external influence, and to avoid conflicts of interest. They are required to investigate complaints carefully and impartially and prepare their recommendations and findings on the basis of relevant record and applicable laws.
The code also stresses the need to avoid unnecessary correspondence, repeated requests for additional documents, adjournments and procedural delays. However, it states that fair investigation and compliance with legal requirements will remain essential for timely decisions by the FTO Secretariat.
Advisers have also been directed to deal with complainants, taxpayers and their representatives with courtesy and respect, follow relevant laws and regulations, and provide necessary guidance to complainants.
Under the framework, advisers will also be responsible for ensuring the confidentiality and security of official record, including paper-based and electronic documents. All relevant advisers will be required to formally acknowledge that they have read, understood and agreed to fully comply with the code of conduct.
Addressing the meeting, Mr Hijazi said the institution’s primary objective was to provide relief to complainants as quickly as possible, which could only be achieved if all officials performed their duties with sincerity, good faith and dedication.
He said that, unlike past practices and careless approaches, officials would now have to work in accordance with professional standards and their assigned responsibilities.
Mr Hijazi said the institution’s efforts had improved the situation and its enhanced effectiveness had helped foster public confidence. He reiterated that there would be no room for delays or procrastination in complaint resolution.
Addressing the advisers, the FTO said every adviser would be personally responsible for their respective decisions. He added that he would personally review matters in future, while responsibility for each decision would remain with the individual who made it.
He stressed the importance of understanding complaints in their proper context and deciding them strictly on the basis of law and official record.
Mr Hijazi said the role of advisers carried significant responsibility and dignity. He encouraged them to contact him directly whenever guidance was required. He also said matters falling within the institution’s jurisdiction would be examined, and efforts would be made to ensure that staff were not burdened with unnecessary workload and could perform their duties in time.
