Welcome to today’s chat on Complaints Management, Corruption reporting and the Informer Reward System. Follow the conversation using #AskKRA.
A complaint is an expression of dissatisfaction by customers on KRA services. It can be lodged by our staff, taxpayers, suppliers and the public. #AskKRA
The legal provisions for Complaints Management are:

https://abs.twimg.com/emoji/v2/... draggable="false" alt="🗒️" title="Spiral note pad" aria-label="Emoji: Spiral note pad">The Constitution of Kenya, 2010
https://abs.twimg.com/emoji/v2/... draggable="false" alt="🗒️" title="Spiral note pad" aria-label="Emoji: Spiral note pad">Commission on Administrative Justice Act
https://abs.twimg.com/emoji/v2/... draggable="false" alt="🗒️" title="Spiral note pad" aria-label="Emoji: Spiral note pad">The Fair Administrative Action Act
https://abs.twimg.com/emoji/v2/... draggable="false" alt="🗒️" title="Spiral note pad" aria-label="Emoji: Spiral note pad">Code of conduct for public and state officers
https://abs.twimg.com/emoji/v2/... draggable="false" alt="🗒️" title="Spiral note pad" aria-label="Emoji: Spiral note pad">KRA code of Conduct

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Nature of Complaints:
1.Procedural
2.Administrative
3.Service oriented
4.Corruption related
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Complaints Handling Process:

https://abs.twimg.com/emoji/v2/... draggable="false" alt="✅" title="White heavy check mark" aria-label="Emoji: White heavy check mark"> Receipt of complaints
https://abs.twimg.com/emoji/v2/... draggable="false" alt="✅" title="White heavy check mark" aria-label="Emoji: White heavy check mark"> Acknowledgement of receipt of complaints
https://abs.twimg.com/emoji/v2/... draggable="false" alt="✅" title="White heavy check mark" aria-label="Emoji: White heavy check mark"> Registration of complaints
https://abs.twimg.com/emoji/v2/... draggable="false" alt="✅" title="White heavy check mark" aria-label="Emoji: White heavy check mark"> Investigation
https://abs.twimg.com/emoji/v2/... draggable="false" alt="✅" title="White heavy check mark" aria-label="Emoji: White heavy check mark"> Taking necessary action to resolve the complaints.
https://abs.twimg.com/emoji/v2/... draggable="false" alt="✅" title="White heavy check mark" aria-label="Emoji: White heavy check mark"> Giving feedback
https://abs.twimg.com/emoji/v2/... draggable="false" alt="✅" title="White heavy check mark" aria-label="Emoji: White heavy check mark"> Closure of the complaint case.

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A complaint may be lodged through:

https://abs.twimg.com/emoji/v2/... draggable="false" alt="🚶" title="Person walking" aria-label="Emoji: Person walking"> Any of our offices across the country
https://abs.twimg.com/emoji/v2/... draggable="false" alt="📞" title="Telephone receiver" aria-label="Emoji: Telephone receiver"> Call: 0204999999, 0204998000, 0711099999
https://abs.twimg.com/emoji/v2/... draggable="false" alt="📧" title="E-mail symbol" aria-label="Emoji: E-mail symbol"> Email: callcentre@kra.go.ke
https://abs.twimg.com/emoji/v2/... draggable="false" alt="🌐" title="Globe with meridians" aria-label="Emoji: Globe with meridians"> Our official online support channels: Twitter, Facebook and Chat.
https://abs.twimg.com/emoji/v2/... draggable="false" alt="📩" title="Envelope with downwards arrow above" aria-label="Emoji: Envelope with downwards arrow above"> Letter
https://abs.twimg.com/emoji/v2/... draggable="false" alt="📥" title="Inbox tray" aria-label="Emoji: Inbox tray"> Suggestion Boxes

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Importance of Complaints Management:

https://abs.twimg.com/emoji/v2/... draggable="false" alt="✅" title="White heavy check mark" aria-label="Emoji: White heavy check mark"> Ensure continuous improvement in service delivery
https://abs.twimg.com/emoji/v2/... draggable="false" alt="✅" title="White heavy check mark" aria-label="Emoji: White heavy check mark"> Promote accountability by the Authority and staff
https://abs.twimg.com/emoji/v2/... draggable="false" alt="✅" title="White heavy check mark" aria-label="Emoji: White heavy check mark"> Provide an opportunity for KRA staff to understand its customers
https://abs.twimg.com/emoji/v2/... draggable="false" alt="✅" title="White heavy check mark" aria-label="Emoji: White heavy check mark"> Ensure prompt resolution of complaints.

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Performance in Complaints Management (Jul 2019 –Feb. 2020):

Total complaints Received: 1,371
Resolved: 1,149
Unresolved: 223
Rate of resolution : 85%

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Most common complaints received:

PIN Registration
PIN Amendments
Tax Compliance Certificate processing
Tax Refunds

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Corruption-reporting channels:

https://abs.twimg.com/emoji/v2/... draggable="false" alt="🚶" title="Person walking" aria-label="Emoji: Person walking">https://abs.twimg.com/emoji/v2/... draggable="false" alt="♂️" title="Male sign" aria-label="Emoji: Male sign"> Corruption Reporting office, 26th floor, Times Tower
https://abs.twimg.com/emoji/v2/... draggable="false" alt="📞" title="Telephone receiver" aria-label="Emoji: Telephone receiver"> 0726-984-668, 020-281-1100/780
https://abs.twimg.com/emoji/v2/... draggable="false" alt="📧" title="E-mail symbol" aria-label="Emoji: E-mail symbol"> cic@kra.go.ke & corruptionreporting@kra.go.ke

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Corruption-reporting channels:

https://abs.twimg.com/emoji/v2/... draggable="false" alt="📩" title="Envelope with downwards arrow above" aria-label="Emoji: Envelope with downwards arrow above"> Letters to:

The Commissioner General
Complaints & Information Centre
Kenya Revenue Authority
P.0. BOX 48240-00100
Nairobi
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Mechanism for Protection of Whistle blowers:

-KRA Whistle blower policy in place.
-KRA collaborates with the Witness Protection Agency
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Mechanism for addressing Tax Evasion

https://abs.twimg.com/emoji/v2/... draggable="false" alt="▶️" title="Right-pointing triangle" aria-label="Emoji: Right-pointing triangle"> Intelligence gathering and profile of tax evaders
https://abs.twimg.com/emoji/v2/... draggable="false" alt="▶️" title="Right-pointing triangle" aria-label="Emoji: Right-pointing triangle"> Investigation of tax evaders
https://abs.twimg.com/emoji/v2/... draggable="false" alt="▶️" title="Right-pointing triangle" aria-label="Emoji: Right-pointing triangle"> Prosecution of individuals involved in tax evasion, illicit trade, counterfeits and contra-bandies

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Mechanism for addressing Tax Evasion

https://abs.twimg.com/emoji/v2/... draggable="false" alt="▶️" title="Right-pointing triangle" aria-label="Emoji: Right-pointing triangle"> The use of third party data to net tax evaders
https://abs.twimg.com/emoji/v2/... draggable="false" alt="▶️" title="Right-pointing triangle" aria-label="Emoji: Right-pointing triangle"> Informer Reward System
https://abs.twimg.com/emoji/v2/... draggable="false" alt="▶️" title="Right-pointing triangle" aria-label="Emoji: Right-pointing triangle"> Collaboration under Multi-Agency Team (MAT)

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Tax evasion in the 2018/19 Financial Year

https://abs.twimg.com/emoji/v2/... draggable="false" alt="💰" title="Money bag" aria-label="Emoji: Money bag"> Prosecuted 122 tax evasion cases with revenue implication of KES 12.96 billion
https://abs.twimg.com/emoji/v2/... draggable="false" alt="👨" title="Man" aria-label="Emoji: Man">https://abs.twimg.com/emoji/v2/... draggable="false" alt="👩" title="Woman" aria-label="Emoji: Woman"> 222 individuals were involved.
29 cases were concluded in 2018/19 compared to 14 cases concluded in 2017/18
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Corruption Reports received on KRA staff (July 2019 –Feb. 2020)

Abuse of office: 28
Bribery: 7
Misappropriation of Resources: 5
Extortion: 2
Stealing: 2
Total: 44

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About 40 officers have been laid off since July 2019. Other initiatives undertaken on staff include Lifestyle audits, vetting and background checks.

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KRA Informer Reward System is an incentive to the public to encourage whistle blowing whereby they share information on tax evaders that can lead KRA to recover tax revenue from the individuals/businesses.

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In the case of information leading to the identification of unassessed duties or taxes, the informer is rewarded 1% of the duties or taxes so identified or KES 100,000, whichever is the less.

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In the case of information leading to the recovery of unassessed duties or taxes, the informer is rewarded 5% of the taxes or duties so recovered or KES 2 million, whichever is the less.

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In the case of information not specified above leading to the enforcement of the tax laws, the informer is rewarded KES 500,000.

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Any informer interested in getting a reward for the information shall upon giving the information complete Form KRA—IMFOOI in duplicate and provide his/her personal details. The form will be available for download on our website and in all our offices.

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We have come to the end of today’s chat, thank you for joining and interacting with us. In case your question is pending it will be responded to within 24 hours.

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