Mandating All Offices Having Direct Contact with Taxpayers to Provide Suggestion/Complaint Boxes

May 16, 2008 REVENUE MEMORANDUM ORDER NO. 018-08 SUBJECT : Mandating All Offices Having Direct Contact with Taxpayers to Provide Suggestion/Complaint Boxes TO : All Internal Revenue Officers, Employees and Others Concerned In the ardent desire of the Bureau to improve its services to the taxpayers in order to improve revenue collections and enhance taxpayers' tax compliance, all offices having direct contact with the taxpayers are mandated to: 1. Provide two (2) suggestion/complaint boxes in a conspicuous place, each to be labeled "for the head of the office to read" and "for the Commissioner of Internal Revenue (CIR) to read", respectively, where taxpayers can put in their suggestions and complaints; and 2. Give away survey sheet to taxpayers for them to accomplish, which shall also be dropped in the appropriate boxes, whichever taxpayer selected. Every month, staff from the Commissioner's office shall collate the contents of these suggestion/complaint boxes, particularly the one labeled "for the CIR to read". Annex "A" of this order pertains to sample survey forms to serve as your guide in making your own survey sheet. This Order shall take effect immediately. ECaITc (SGD.) LILIAN B. HEFTI Commissioner of Internal Revenue SAMPLE 1 To our Valued Taxpayer: It is the objective of the BIR to deliver a fast, efficient and courteous service to the public. In this regard, we would like to solicit your answers or observations pertaining to the questions enumerated below. CADacT Your honest answer will help us formulate ideas for the betterment of the revenue service. Place this in the Suggestion/Complaint Box located near the entrance after you have answered the questions. 1. Please state your purpose in our office ____________________ 2. Were you given a courteous, efficient or fast delivery of service by our employees? [ ] yes [ ] no 3. Do you have any complaint or problem with any of our employees regarding your transaction in our office? [ ] yes [ ] no If your answer is yes, please provide details ____________________ 4. Do you have any suggestions on how we can improve our service to the public? ________________________________________________________ ________________________________________________________ ________________________ Signature over Printed Name If there is something more you wish to relay to us, please feel free to see me in my office, or you may write to: The Office of the Regional Director, Revenue Region No.___, (address), or to: The Chief, Taxpayers Service Programs and Monitoring Division (TSPMD), BIR National Office, BIR Road, Diliman, Quezon City. Very truly yours, Revenue District Officer SAMPLE 2 SURVEY FORM Dear Taxpayer, Layunin ng Kagawaran ng Rentas Internas na mabigyan ng makabuluhang serbisyo ang publikong aming pinaglilingkuran. Dahil dito, nais naming hingin ang inyong mga kuro-kuro, palagay at mungkahi na nauukol sa mga katanungang nakatala sa ibaba. Ang inyong tapat na pagsagot ay makatutulong sa pagpapahusay ng aming paglilingkod sa inyo: Pagkatapos po ninyong sagutin, PAKIHULOG SA "SUGGESTION/COMPLAINT DROP BOX". Katanungan Oo Hindi 1. Ano ang inyong sadya sa aming tanggapan? _________ _________ 2. Naipagkaloob ba namin ang mga kailangan ninyo? _________ _________ 3. Magalang o mahusay ba kayong tinulungan ng _________ _________ aming empleyado? 4. May mga problema ba kayong naranasan sa _________ _________ pakikitungo sa aming empleyado? 5. Kailangan ninyo pa bang bumalik para makuha _________ _________ ang inyong kailangan? 6. Gaano katagal kayo inabot sa pagkuha ng inyong _________ _________ kailangan sa kagawarang ito? 7. Anu-ano pa ba ang inyong reklamo na dapat _________ _________ ipaabot sa kinauukulan? 8. Mayroon ba kayong maibabahaging pamamaraan _________ _________ o mungkahi kung papaano namin lalong mapabubuti ang aming serbisyo sa publiko? Kung kayo ay may nais pang ilahad na dapat kong pag-ukulan ng pansin, maaaring kayo ay makipagkita sa aking opisina o sumulat sa Chief, Taxpayer Service Programs and Monitoring Division, BIR National Office, Diliman, Quezon City. AEcTaS Maraming salamat po, Revenue District Officer