IT dept launches ‘e-nivaran’ facility to ensure quick redressal of taxpayer grievances

To ensure quick redressal of taxpayer grievances, the Central Board of Direct Taxes (CBDT), policy-making body of the I-T department has launched a special electronic grievance redressal system called ‘e-nivaran’ (electronic solution) for taxpayers’ grievances related to refunds, ITRs and PAN among others. This facility will integrate all the online and physical complaints received by the department which will further be monitored by the Assessing Officer of the case up to the supervisory officers.

The ‘e-nivaran’ module will work on the lines of the internet-based Income Tax Returns (ITRs) filing system and taxpayers can register all complaints related to delay in refunds, filing of e-returns, Tax Deducted at Source (TDS), PAN issues, and those pertaining to their Assessing Officer (AO).  The issues related to the refunds and fillings will be notified to the taxpayers via emails and SMSes. 

The new system will ensure, like e-filing, that the taxpayer gets his grievance redressed by just using an internet-enabled computer and does not require them to travel to a tax office. Taxpayers can register their complaints through their personal computer systems and receive a special PIN number on their registered mobile and email, as their unique number, which can be quoted by the taxpayer for all his future communications with the taxman and also to track the progress of the complaint.

People who do not have a Permanent Account Number (PAN) but have some problem in connection with their I-T case can also use the e-nivaran facility. Address, postal PIN code, mobile number and email are mandatory fields to be filled up. Documents can be uploaded in a PDF format and clubbed as a ZIP file. The ‘e-nivaran’ has been now connected to all electronic databases and the modern business application software platform of the department to ensure quick resolution.