ISLAMABAD: The Federal Tax Ombudsman (FTO) has received record 35,716 complaints against the Federal Board of Revenue (FBR) during January-December 2025 and 98 percent of the FTO’s recommendations were implementation by the FBR.
Addressing at a press conference on Wednesday at the FTO Secretariat, the outgoing FTO Dr Asif Mehmood Jah shared his achievements during his tenure and specifically last one year.
Among achievements, noting recoveries exceeding Rs 23 billion, swift complaint resolution within an average of 34 days, he pointed out.
In the year 2021, the total number of complaints received stood at 2867. The FTO undertook extensive awareness sessions throughout the country. The Advisors to the FTO also gave priority to disseminate the role/functions of this Forum by conducting awareness sessions, which run in hundreds. Resultantly, there was tremendous increase in institution of complaints. Thereafter in the subsequent years i.e. 2022, 2023 and 2024 the institution of complaints were at 6106, 7889, and 12742 respectively.
In the current year i.e., 2025, FTO Secretariat has received complaints at 35,716 till date. The above referred figures showed enhanced confidence and trust of the aggrieved taxpayers regarding redressal of grievances by this Forum.
The FTO also emphasized on implementation as well and this Secretariat was able to achieve 98 percent implementation of the recommendations of this Forum. The President of Pakistan upheld approximately 97 percent of the recommendations whereas in remaining cases, either it was slightly modified or remanded back. It will also be worth mentioning the FTO’s current four years tenure witnessed total institution of complaints at 64664 which is higher than last 5 tenures spanning over 21 years, where total complaint were received at 37118.
“I have had the honor to also serve as Secretary General of the OIC Ombudsman Association (OICOA) and President of the Forum of Pakistan Ombudsman (FPO) which includes all the 14 Ombudsmen in Pakistan,” Dr Jah said.
Another initiative by FTO is Diplomatic Grievance Redressal Cell. The FTO hosted multiple Diplomatic Grievances Redressal Seminar to engage directly with diplomatic community in Islamabad and resolve promptly their tax related grievances.
“Today we have other countries like Bangladesh and Tanzania emulating Pakistan’s Tax Ombudsman model as they plan to establish a similar system in their own country,” he said.
“During my tenure I also prioritized youth development.” The FTO Secretariat has successfully completed one of the largest public sector Internship Programme 2025 has provided more than 150 young participants from across Pakistan with structured exposure to complaint handling, research, outreach, and inter-institutional coordination, Dr Jah added.
Copyright Business Recorder, 2025