The Federal Tax Ombudsman (FTO) has introduced a new Code of Conduct for its officers and advisors, directing them to resolve complaints without unnecessary delays and maintain strict standards of integrity, impartiality, transparency, and accountability.
Federal Tax Ombudsman Zafar Hijazi has warned that procrastination and avoidable delays in deciding complaints will not be tolerated.
Hijazi announced the new framework during a meeting with officers and advisors from across the country at the FTO Secretariat. The code aims to improve complaint handling, strengthen professional discipline, and ensure fair and timely decisions.
New Rules for FTO Advisors
Under the new Code of Conduct, advisors must perform their duties independently and remain free from pressure, bias, and external influence. They must also avoid conflicts of interest and base their findings and recommendations on relevant records and applicable laws.
The code directs advisors to avoid unnecessary correspondence, repeated requests for documents, adjournments, and procedural delays. However, investigations must still meet legal requirements and ensure fair consideration of complaints.
Officials have also been instructed to treat complainants, taxpayers, and their representatives with courtesy, provide appropriate guidance, and comply with relevant laws and regulations.
The framework makes advisors responsible for protecting the confidentiality and security of official records, including both physical documents and electronic files.
All relevant advisors must formally confirm that they have read, understood, and agreed to follow the new Code of Conduct.
FTO Chief Holds Advisors Personally Responsible
Addressing the meeting, Hijazi said the FTO’s primary objective was to provide relief to complainants as quickly as possible. He said achieving this goal required officials to perform their duties with sincerity, dedication, and good faith.
He stressed that officers must follow professional standards and fulfil their assigned responsibilities instead of relying on careless practices or delaying decisions.
Hijazi said improvements in the institution’s performance had helped strengthen public confidence, adding that unnecessary delays in complaint resolution would no longer be accepted.
He also warned advisors that they would be personally accountable for their decisions. Hijazi said he would review matters himself in the future, but responsibility for each decision would remain with the advisor concerned.
He directed officials to assess complaints in their proper context and make decisions strictly in accordance with the law and official records.
The FTO chief said the position of an advisor carried significant responsibility and encouraged officials to contact him directly whenever they needed guidance.
