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The FEDERAL TAX AUTHORITY was awarded a 4 star rating by the Global Star Rating System for Services.
The Federal Tax Authority (FTA) is the government entity responsible for administering and collecting federal taxes and implementing tax laws in the UAE. In line with its efforts to enhance the confidence of taxpayers and stakeholders in the tax system, the Authority is committed to quality management principles and taxpayer satisfaction. It adopts best practices and procedures that contribute to improving service quality, including periodic issuance, review, and updating policies and procedures related to complaints management.
The FTA is committed to providing high-quality tax services to all taxpayers and relevant parties. Complaints are considered an important feedback tool that supports performance assessment and helps improve the quality of services provided. The Authority ensures that all complaints are handled in a professional, objective, and impartial manner, within approved timeframes, while safeguarding taxpayers’ rights, and maintaining the confidentiality of information and data in accordance with the applicable legislation. The Authority also confirms that no fees are charged to complainants for submitting, reviewing, or processing a complaint.
In implementing this policy, the Federal Tax Authority is committed to the following:
Applying the international standard ISO 10002:2018 for customer complaints management and ensuring that complaints receipt and handling procedures are aligned with its principles, including fairness, impartiality, transparency, responsiveness, and continuous improvement.
Complying with the applicable tax legislation in the UAE, including relevant laws, regulations, and executive decisions, when reviewing complaints and taking decisions in relation to them.
Adhering to data protection and privacy requirements, ensuring the confidentiality of information submitted by taxpayers and not disclosing it except in accordance with the approved legal frameworks.
Complying with the Authority’s approved service standards in relation to the timeframes for handling complaints.
Applying the policy consistently and fairly to all taxpayers without discrimination, in a manner that ensures respect for their statutory rights, including their right to submit a complaint or objection in accordance with the legislation.
This policy is binding on all relevant departments and employees of the Authority, who are required to comply with its provisions when handling complaints.
For more information, please refer to the service card:
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