I-T Dept resolves 95% complaints received on portal

Vijay C Roy

Tribune News Service

Chandigarh, March 23

The Income Tax Department has addressed 94.5% of the taxpayers’ grievances received on Centralised Public Grievance Redress and Monitoring System (CPGRAMS) till January 31. Also, under e-Nivaran, a unified grievance-handling mechanism with tracking facility, the department has resolved around 1,453 complaints and is working further to make the system more efficient.

“The disposal of grievances received through CPGRAMS has improved considerably. From April 1, 2016 to January 31, 2017, the overall disposal rate of grievances for the region received on public grievances portal of the government works out to 94.5% and we are making efforts to increase it further,” said Kailash Chandra Jain, Principal Chief Commissioner-Income Tax, North West Region, Chandigarh. The North West region comprises Punjab, Haryana, Chandigarh, Himachal Pradesh and Jammu & Kashmir.

The CPGRAMS portal is aimed at providing the citizens with a platform for redressal of their grievances.

In the current fiscal, as on January 31, 2017, the department had received 1,875 complaints. Out of this, 1,772 complaints have been resolved within 30 days. In the previous year, it had received 2,081 complaints and the overall disposal rate was 88%. In 2014-15, the department had received 605 complaints. It resolved 173 complaints in a specified time with a disposal rate of 29%.

This has happened due to a number of citizen-friendly measures taken by the government, particularly integration of Prime Minister Office Public Grievances Redress Mechanism with CPGRAMS and periodic review of grievances.

“We are committed to timely delivery of services and time-bound disposal of grievances,” he said adding the mechanism was being reviewed from time to time.

Further, the Income Tax Department has launched e-Nivaran, a unified grievance handling mechanism with the tracking facility last year.

The department had received 2,239 complaints under e-Nivaran till January 31. The department has resolved around 1,453 complaints. The department is further gearing up to achieve the disposal rate of 90% by the end of this fiscal.