There is an issue with the emailing to the pcc@sars email. An email was sent to this account on 17 September 2020, requesting a prior unpaid VAT refund due to the taxpayer to be offset against the current VAT period. A confirmation letter dated today was
Author: Suzanne Smit
Important:
This answer is based on tax law year ending 28 February 2021.
Answer:
I agree with the tax practitioner’s observation.
In terms of the SARS Service Charter, SARS undertakes to respond within 21 business days of receiving a query. The email was sent to the correct address. Should she have received an automatic response confirming receipt when the initial email was sent, a formal complaint with SARS can be lodged as follows:
• SARS eFiling at www.sarsefiling.co.za
• A SARS Branch
• The SARS Contact Centre on 0800 00 7277
• The SARS Complaints Office at 0860 12 12 16
If SARS does not attend to the complaint within 21 business days, and all other administrative complaint processes in SARS have been exhausted, or alternatively have compelling circumstances, then she may approach the Tax Ombud as follows:
• The toll-free call centre on 0800 662 837
• Alternatively 012 431 9105
• Per email: complaints@taxombud.gov.za
If the taxpayer is a LBC client, then the escalation process via the LBC should be followed:
Escalation process for Large Business
• The query resolution mailbox must be the first point of contact for all queries.
• Should the service issues not be resolved at the query resolution process (within the given timeframes), the taxpayer may escalate the issue to lbqueries@sars.gov.za. • A valid case number must be provided when escalating a matter. The case number would have been provided in the initial query resolution process.
• Should the above process not be followed or a valid case number not be provided, the escalation will be routed to the LB queries mailbox for consideration.
• A Consultant or Service Agent will acknowledge receipt of the escalation within 2 working days.
• If the escalation process fails to resolve your concern and you wish to register a complaint and take the matter further then please follow the Complaint Management Process.
• In all cases it is essential that all the steps indicated above are adhered to for escalations, otherwise you will be referred to the relevant previous step in the process.
Trust this helps.