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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:
The Constitution of Kenya, 2010
Commission on Administrative Justice Act
The Fair Administrative Action Act
Code of conduct for public and state officers
KRA code of Conduct
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The Constitution of Kenya, 2010 Commission on Administrative Justice Act The Fair Administrative Action Act Code of conduct for public and state officersKRA code of Conduct#AskKRA
Complaints Handling Process:
Receipt of complaints
Acknowledgement of receipt of complaints
Registration of complaints
Investigation
Taking necessary action to resolve the complaints.
Giving feedback
Closure of the complaint case.
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Receipt of complaints Acknowledgement of receipt of complaints Registration of complaints Investigation Taking necessary action to resolve the complaints. Giving feedback Closure of the complaint case.#AskKRA
A complaint may be lodged through:
Any of our offices across the country
Call: 0204999999, 0204998000, 0711099999
Email: callcentre@kra.go.ke
Our official online support channels: Twitter, Facebook and Chat.
Letter
Suggestion Boxes
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Any of our offices across the country Call: 0204999999, 0204998000, 0711099999 Email: callcentre@kra.go.ke Our official online support channels: Twitter, Facebook and Chat. Letter Suggestion Boxes#AskKRA
Importance of Complaints Management:
Ensure continuous improvement in service delivery
Promote accountability by the Authority and staff
Provide an opportunity for KRA staff to understand its customers
Ensure prompt resolution of complaints.
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Ensure continuous improvement in service delivery Promote accountability by the Authority and staff Provide an opportunity for KRA staff to understand its customers Ensure prompt resolution of complaints.#AskKRA
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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Total complaints Received: 1,371
Resolved: 1,149
Unresolved: 223
Rate of resolution : 85%
#AskKRA
Most common complaints received:
PIN Registration
PIN Amendments
Tax Compliance Certificate processing
Tax Refunds
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PIN Registration
PIN Amendments
Tax Compliance Certificate processing
Tax Refunds
#AskKRA
Corruption-reporting channels:
Corruption Reporting office, 26th floor, Times Tower
0726-984-668, 020-281-1100/780
cic@kra.go.ke & corruptionreporting@kra.go.ke
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Corruption Reporting office, 26th floor, Times Tower 0726-984-668, 020-281-1100/780 cic@kra.go.ke & corruptionreporting@kra.go.ke1/2
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Corruption-reporting channels:
Letters to:
The Commissioner General
Complaints & Information Centre
Kenya Revenue Authority
P.0. BOX 48240-00100
Nairobi
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Letters to:The Commissioner General
Complaints & Information Centre
Kenya Revenue Authority
P.0. BOX 48240-00100
Nairobi
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#AskKRA
Mechanism for Protection of Whistle blowers:
-KRA Whistle blower policy in place.
-KRA collaborates with the Witness Protection Agency
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-KRA Whistle blower policy in place.
-KRA collaborates with the Witness Protection Agency
#AskKRA
Mechanism for addressing Tax Evasion
Intelligence gathering and profile of tax evaders
Investigation of tax evaders
Prosecution of individuals involved in tax evasion, illicit trade, counterfeits and contra-bandies
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Intelligence gathering and profile of tax evaders Investigation of tax evaders Prosecution of individuals involved in tax evasion, illicit trade, counterfeits and contra-bandies1/2
#AskKRA
Mechanism for addressing Tax Evasion
The use of third party data to net tax evaders
Informer Reward System
Collaboration under Multi-Agency Team (MAT)
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The use of third party data to net tax evaders Informer Reward System Collaboration under Multi-Agency Team (MAT)2/2
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Tax evasion in the 2018/19 Financial Year
Prosecuted 122 tax evasion cases with revenue implication of KES 12.96 billion
222 individuals were involved.
29 cases were concluded in 2018/19 compared to 14 cases concluded in 2017/18
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Prosecuted 122 tax evasion cases with revenue implication of KES 12.96 billion 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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Abuse of office: 28
Bribery: 7
Misappropriation of Resources: 5
Extortion: 2
Stealing: 2
Total: 44
#AskKRA
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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#AskKRA
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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