ISLAMABAD: The Federal Tax Ombudsman (FTO) Secretariat has enforced a new Code of Conduct for its officers and advisors, directing them to observe integrity, impartiality, transparency and professional responsibility in the performance of their duties.
Federal Tax Ombudsman Zafar Hijazi has warned that unnecessary delay and procrastination in the disposal of complaints will not be tolerated under any circumstances.
The new framework for professional ethics and conduct was introduced at an important meeting of officers and advisors from across the country, chaired by Zafar Hijazi at the FTO Secretariat. The step is aimed at ensuring fair and timely redressal of complaints while further strengthening institutional transparency and accountability.
Under the new Code of Conduct, advisors have been instructed to discharge their responsibilities independently and without any pressure, bias or external influence. They have also been directed to avoid conflicts of interest.
The advisors are required to examine complaints carefully and impartially, and to base their recommendations and findings on the relevant record and applicable law.
The code places particular emphasis on avoiding unnecessary correspondence, repeated demands for additional documents, adjournments and procedural delays. However, it also makes clear that fair investigation and fulfilment of legal requirements will remain essential for timely decisions by the FTO Secretariat.
The advisors have further been directed to deal with complainants, taxpayers and their representatives with courtesy and respect, follow the relevant laws and regulations, and provide necessary guidance to complainants.
Under the new framework, advisors will also be responsible for maintaining the confidentiality and security of official records, including both paper-based and electronic documents. All concerned advisors will be required to formally acknowledge that they have read, understood and agreed to fully comply with the Code of Conduct.
Addressing the meeting, Zafar Hijazi said the basic objective of the institution was to provide relief to complainants at the earliest. He said this objective 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 line with professional standards and their assigned responsibilities.
Zafar Hijazi said the efforts of the institution had improved the situation and enhanced its effectiveness, which had helped build public confidence. He reiterated that there would be no room for delay or procrastination in the resolution of complaints.
Speaking to the advisors, he said every advisor would be personally responsible for their respective decisions. He added that he would personally review matters in future, but the responsibility for each decision would rest with the individual who made it.
He stressed that complaints must be understood in their correct context and decisions should be made strictly on the basis of law and official record.
The Federal Tax Ombudsman said the role of advisors carried both responsibility and dignity, adding that they could contact him directly whenever guidance was required. He also assured that matters falling within the institution’s jurisdiction would be looked into and efforts would be made to ensure that staff were not placed under unnecessary workload so they could perform their duties in a timely manner.
