SARS Service Issues

Putting Things Right

1. The first mechanism is aimed at the kinds of issues covered in the first two bullets above, which can generally be referred to as service issues.

2. The second mechanism is aimed at the issues covered in the third and forth bullets above, which will usually have an impact on the amount of tax or duty you are liable for.

The two mechanisms are discussed in more detail below.

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1. Service Issues

Where you have a service issue we have provided a procedure to resolve it that is straightforward and easy to use. If you wish to raise a service issue, we recommend that you follow the steps below.

Step One

You can raise your issue in writing, by phone or fax, or by visiting your local Taxpayer Service Centre/Branch Office. We will try to resolve the issue as quickly as possible so as to avoid adding to the inconvenience we may have already caused you.

Step Two

If all avenues of communication have failed to solve your issue at Step One, contact your local Call Centre and request the Call Centre Agent to assist. If the problem can not be solved, the Call Centre Agent will register your complaint and provide you with a service request number. Your complaint will then be escalated to a Consultant/Manager to assist you.

Step Three

If you have received no joy within a reasonable time at Step Two, you can ask the SARS Service Monitoring Office (SSMO) to look into the matter. The SARS Service Monitoring Office is a fair and unbiased Office that will facilitate the resolution of the issue you have raised.

Integral to the duty of every SARS employee, is to provide an excellent and efficient service to all taxpayers.


To determine whether we live up to our promise of efficient service delivery, the SARS Service Monitoring Office (SSMO) was launched in October 2002. This office provides a channel for taxpayers to highlight areas where they do not receive the service they deserve.

The SARS Service Monitoring Office (SSMO), is a special office operating independently of SARS branch offices. It facilitates the resolution of service issues that have not been resolved by SARS branch offices through the normal channels. The office reports directly to the Commissioner and provides regular reports to the Minister of Finance.