work to uphold the economic security and sovereignty of the country • make our procedures and transactions as transparent as possible • encourage and assist voluntary tax compliance • carry out our tasks with: • - integrity and judiciousness - impartiality and fairness - courtesy and understanding - objectivity and transparency - uprightness and conscientiousness - promptness and efficiency. WE FURTHER COMMIT THAT All officers will Identity Cards and all uniformed officers will wear name badges while • on official duty. Personal and business information disclosed to us will be kept confidential subject to the • provisions of the Right to Information Act, 2005. Assessees will be visited only by authorized officers. • Due respect will be given to the tax compliance record of the assessees. • Clearance of consignments will be withheld only after explaining the reasons thereof and an • opportunity will be provided before passing any final order. SQM 2.2 CITIZEN CHARTER – Revision No.1 Revision Date 27.07.2010 Page 4 of 4 Baggage of international passengers will be opened only after explaining the reasons and in • their presence. Before searching any premises or persons, the reasons thereof shall be explained. Officers • undertaking any search operations shall offer themselves for personal search beforehand. The investigating officer will explain the legal provisions and your rights and obligations. • Full information about appeal procedure shall be provided along with details of the • authorities with whom appeals can be filed. Stakeholders will be consulted continually while reviewing our policies and procedures. • Timely publicity of all changes in the law and procedures shall be provided. Efforts will be made to enhance the use of information technology in all work areas and • enable the trade to have IT based information access. Every possible assistance will be rendered by the Public Relations Officer in the Divisional • Office/Commissionerate Office/Custom House. The name and telephone number of the Public Relations Officer will be prominently displayed at such offices. Relevant information and details of procedures, as may be required, will also be provided. The service attributes shall be measured through customer perception feedback on the above commitments with the intention of continuous improvement in service delivery. COMPLAINTS GRIEVANCES As a responsive and taxpayer-friendly department, we shall have in place the following mechanism:
• work to uphold the economic security and sovereignty of the country • make our procedures and transactions as transparent as possible • encourage and assist voluntary tax compliance • carry out our tasks with: - integrity and judiciousness - impartiality and fairness - courtesy and understanding - objectivity and transparency - uprightness and conscientiousness - promptness and efficiency. WE FURTHER COMMIT THAT • All officers will Identity Cards and all uniformed officers will wear name badges while on official duty. • Personal and business information disclosed to us will be kept confidential subject to the provisions of the Right to Information Act, 2005. • Assessees will be visited only by authorized officers. • Due respect will be given to the tax compliance record of the assessees. • Clearance of consignments will be withheld only after explaining the reasons thereof and an opportunity will be provided before passing any final order. SQM – 2.2 CITIZEN CHARTER Revision No.1 Revision Date 27.07.2010 Page 4 of 4 • Baggage of international passengers will be opened only after explaining the reasons and in their presence. • Before searching any premises or persons, the reasons thereof shall be explained. Officers undertaking any search operations shall offer themselves for personal search beforehand. • The investigating officer will explain the legal provisions and your rights and obligations. • Full information about appeal procedure shall be provided along with details of the authorities with whom appeals can be filed. • Stakeholders will be consulted continually while reviewing our policies and procedures. Timely publicity of all changes in the law and procedures shall be provided. • Efforts will be made to enhance the use of information technology in all work areas and enable the trade to have IT based information access. • Every possible assistance will be rendered by the Public Relations Officer in the Divisional Office/Commissionerate Office/Custom House. The name and telephone number of the Public Relations Officer will be prominently displayed at such offices. Relevant information and details of procedures, as may be required, will also be provided. The service attributes shall be measured through customer perception feedback on the above commitments with the intention of continuous improvement in service delivery. COMPLAINTS GRIEVANCES As a responsive and taxpayer-friendly department, we shall have in place the following mechanism:
CBEC%20Service%20Quality%20Manual.docx