Previously, the grievance redressal mechanism of the Income Tax Department was very cumbersome. The process to file a complaint used to move from helpline centers to websites to file online complaints. This system was not only slow and time-consuming but takes a long time for the settlement to happen resulting in dissatisfaction among the taxpayers.
In the year 2016, the Income Tax Department changed this grueling process. In place of this, the Income Tax Department comes up with a paperless process to address all the grievances of Income Taxpayers at a single place. The name of the system is E-Nivaran.
It is a joint initiative taken by the Finance Ministry and the Income Tax Department. This system reduces the physical interference and paperwork to file complaints, and this has not made the system more useful for taxpayers but also for the Income Tax Staff.
Statistics show that the Income Tax Department is one of those organizations for which the government receives maximum complaints. E-Nivaran has simplified this system to file complaints and ensure early resolution and fast-tracking.
Understanding the concept of E-Nivaran
It is a unified grievance management system set up by the department where it is the responsibility of the assessment officer to solve all the problems in a paperless environment. The system has been designed carefully and the main aim of the IT department is to completely change the existing system, making it easier and more convenient for the taxpayer.
E-Nivaran did the redressal in Hindi. By making use of the system of E-Nivaran, taxpayers can file complaints to NSDL, assessment officer, CPC-ITR, UTISL, CPS-TDS, E-filing team, and SBI refund banker.
The system was launched on 17th June 2016 to receive all grievances from different channels under a single window. Taxpayers and staff can use E-Nivaran to file, view and resolve all your disputes through the website.
E-Nivaran system: How it works
To ensure faster and easier resolution to tax-related complaints, the E-Nivaran system has been introduced based on the best technology. The system is a merger of both offline and online complaints and becomes one main complaint resolution system.
Online complaints are the ones that are registered through the website of the Income Tax Department whereas offline complaints are the ones for which the taxpayers visit the office of the Income Tax Department and register complaints.
Aim of setting up the system
The E- Nivaran system set up with a goal that every complaint directed to the concerned department and given the facility to track the complaint also. It ensures that the problem reaches to the right department and facilitates timely resolution.
An Efficient System
The Department of Administrative reforms and Public grievances submitted a report on the management of tax grievance which showed that only 1 out of 10 complaints were resolved within 2 months.
Few important points about the new system are:
How has E-Nivaran solved the issue?
Steps to use E- Nivaran
Time taken for redressal
Aim of the Central Board of Direct taxes is to give a reasonable solution to all the registered grievances within 30 days after the complaint has been received. It is convenient as the problems are handled online.
Problems with E-Nivaran
Complaint related to the matter that comes under the jurisdiction of the Central Board of Direct Taxes and Finance Ministry that can be filled under E- Nivaran. Any problem related to PAN cards, IT return scrutiny can be filled and easily solved under this system.
The Income Tax Business Application platform has been used to launch the E-Nivaran and the service is also available on www.incometaxindia.gov.in which is the website of the IT department.
Complaints or the grievances that can be submitted through E- Nivaran:
Problems relating to the following can be submitted to the Assessing Officer using the online E-Nivaran system:
Queries on income tax returns and related to the following matters can be sent to CPC-ITR using the paperless E-Nivaran system:
Issues under section 139(9) for matters related to defective returns
For the following matters, queries can be sent to CPC TDS using the E-Nivaran system
The following complaints regarding the e-filing portal can also be submitted on the E-Nivaran system:
For the following matters the complaint can be sent to the refund banker through the E-Nivaran system:
For any matters that are related to the PAN the complaint can be sent to UTIITSL or NSDL:
For the following matters, issues can be sent to CPC for rectification and demand:
It needs to be noted that for any matters which are related to judgment passes by the court, RTI general grievances and suggestions to Foreign government are not taken into consideration as grievances as it cannot be filed on the E- Nivaran system. All details in the form are auto filled.
At the time of sending grievances, all taxpayers need to ensure that all details are correct. If they are not correct, can update them in your profile settings.