How to lodge grievances Under Income Tax Act – Process to submit grievances by e-Nivaran Form

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By Shweta Kaushik

Introduction 

Anybody who is less than 60 years of age and has an annual income of more than Rs 2.5 lakh has to file income tax returns, according to the Income Tax Act. For senior citizens, the cut-off is Rs. 3 lakh, and for those who are more than 80 years old, the cut off is Rs. 5 lakh.

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Many times it is seen that we are waiting for income tax (IT) refund or are stuck with a technical glitch while e-verifying tax return. We all know that  grievance redressal mechanisms of the IT department have always been inefficient. There have been complaints that the contact numbers provided in the department’s website to attend to issues of tax return filers is busy or unanswered. But now, this scenario has changed and many of us are not aware about the new procedures, techniques and softwares used by the Income Tax Department to resolve our grievances. 

  1. Grievance through Simple Form 

The Income Tax Department is directing all the users to raise their complaints in a very simple form.  All the issues related to refunds,  e-verification, any doubts regarding taxability, the income tax filing process, rectification of filed returns, discrepancies between TDS deducted and Form 16 or any other technical issues in validating PAN, Aadhaar ID, can be raised in that form. 

Even grievances raised under e-nivaran – the Income Tax department’s e-portal for grievance redressal — that remain unresolved can again be communicated to the department using this new form.

There is no requirement to log in to submit a query through this form. Details to be provided are:

  1. Tax payer’s name, 
  2. PAN (Permanent Account Number), 
  3. Assessment year for which the query is related to,
  4.  Email id and 
  5. Mobile number. 

The form also mandates providing a social media ID (Twitter/FaceBook/Quora) of the assessee. However, if one wishes not to share social account details or does not possess any social media account, he/she can select ‘others’ in the drop down list for ‘social media’ and can provide just the email id.

  1. E- Nivaran Scheme

The Income Tax is all set to promote the paperless environment launched ‘enivaran‘, a special electronic system in order to fast-track taxpayer grievances and ensure early resolution or redressal of their complaints. This is a very simple and a time saving method where we can lodge our grievance and get resolution. In this Article an attempt is made to provide our readers a brief information about this scheme and how to use it.

  • What is the Income Tax Department ‘e-nivaran’ Scheme?

The Income Tax department launched  ‘e-nivaran’, a special electronic system in order to fast-track taxpayer grievances and ensure early resolution or redressal of their complaints.

A separate and dedicated window for grievance redressal in the Income Tax Business Application (ITBA), from now, this recently launched new smart electronic platform will handle the regular operations of the department.

  • Working of ‘e-nivaran’ Scheme 

The facility electronic solution, ‘e-nivaran’ 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-portal is also capable of ensuring the related section or domain of the tax department to the concerned grievances.  It quickly transfers the issue to the concerned department like for refunds and for the other IT matter of an assessee.

As per the higher priority to this issue, the CBDT had also brought a new mechanism where top officers of the department receive a specific quota of complaints to monitor and track, from their origin to the successful resolution.

By the efforts of the Prime Minister Narendra Modi, the electronic solution system  ‘e-nivaran’ came into existence, a few months back, Mr Modi told the IT department to pace up the grievances resolution work, resulting in the IT department introducing ‘e-nivaran’.

All such departments which also have a public interface like the IT department, Mr Modi had also asked them to reduce this time duration from two months to one month. A new structure in the department to deal with these issues called–Taxpayer Services unit, also created by the policy-making body of the Central Board of Direct Taxes (CBDT).

  • New Form ‘E-Nivaran’ 

The Income Tax department launched a new form termed as ‘e-nivaran’ under the ITR form to manage the taxpayer grievances in the best way. The issues related to the refunds and fillings will be notified to the taxpayers via emails and SMS.

The new form is made public.  It is the latest offering from the I-T department. The forms comply with the 

  • PAN number, 
  • email, 
  • mobile number 
  • along with the taxpayer’s name. 

This information is to be filled by the user in order to receive hassle-free service from the department. The form also provides an area for mentioning the grievances and other tax-related issues.

Now the taxpayer need not worry much and doesn’t have to visit the tax office as the system is made to ensure that the time gets saved. The ‘e-nivaran’ project is interconnected to the department database.”

There is a facility of filing the new form either online on the official e-filing website or manually at the Aaykar Sampark Kendra (ASK), which are located across 260 cities in the nation. Once the form gets submitted successfully, the department releases a ‘Unique Grievance ID’ which can be used by the taxpayers to track their case.

  • Procedure to Submit the Grievance in E-Nivaran Form

e-Nivaran Grievance Submission – Without Login, The taxpayer can submit the grievance by following the below steps

  • Step 1: In e-Filing Home page, click on ‘e-Nivaran’ tab.
  • Step 2: Select ‘Submit Grievance’ two options are available:
    • PAN or TAN Holder
    • Do not have PAN or TAN
  • Step 3: Select ‘PAN or TAN Holder’ option, a text box is provided to enter PAN or
    • TAN. Click on the ‘Submit’ button.
  • Step 4: Select ‘Register with e-filing and Continue’, it will redirect to the Registration page.
  • Step 5: Select ‘No thanks and Continue without registering’, it will redirect to e-Nivaran
    form to raise a grievance.
  • Step 6: Taxpayer can preview and edit before submitting grievance request.
  • Step 7: Click on ‘Submit’, OTP will be sent to respective email id and mobile no given time to raise a request.
  • Step 8: Click on ‘Validate’, the success message will be displayed along with the option to download pdf.

e-Nivaran Grievance Submission – Post Login

The taxpayer can submit the grievance by following the below steps

  • Step 1: A link Submit Grievance is provided under an e-Nivaran tab.
  • Step 2: Click on Submit Grievance, a Grievance Disclaimer pop-up will be displayed and the taxpayer has to agree and proceed forward to raise a grievance.
  • Step 3: Taxpayer has to enter the details and click on preview and submit.
  • Step 4: Taxpayer can preview and edit before submitting grievance requests.
  • Step 5: Click on Submit, OTP will be sent to respective email id and mobile no given during time to raise request.
  • Step 6: Click on ‘Validate’, the success message will be displayed along with an option to download pdf.

Time taken to Reply Grievance

Usually, the income tax department replies to grievances submitted within 7  to 10 days. You can also track your grievance on the e-filing website. 

To Track your grievance as on the e-filing website, click on the ‘eNivaran‘ tab select, ‘Grievance Status and you will get the status.

We hope that this article is useful in updating your current knowledge. However f you still have doubt and need assistance, pls get in touch with our legal expert by email at Vakilno.1@gmail.com or by  mobile no. to avail our best services