The Office of the Tax Ombud has launched a new Digital Call Centre Portal and integrated Case Management System aimed at improving taxpayer engagement and accelerating the resolution of complaints.
The initiative is part of efforts to modernise the institution’s operations and strengthen public enlightenment by creating a more transparent and efficient platform for handling taxpayer grievances.
The newly introduced digital platform is expected to bridge the gap between complex tax administration procedures and customer service delivery through a fully integrated digital ecosystem.
Key features of the initiative include a Taxpayer Call Centre and Digital Portal that allows taxpayers to file complaints, monitor the progress of cases, and communicate with representatives in real time.
The system also incorporates an automated internal process designed to ensure taxpayer disputes are properly logged, categorised, and resolved more quickly and accurately.
Speaking during the official launch in Abuja, digital public relations expert and founder of BOAPR LTD, Benedict Aguele, commended the Office of the Tax Ombud for introducing the initiative at a crucial time in the nation’s taxation system.
According to him, while the digital platform is a welcome development, its effectiveness, reliability, and efficiency must be sustained to meet global standards.
The portal also features an interactive feedback mechanism that promotes two-way communication between taxpayers and the institution, enabling continuous improvements based on user experiences and enhancing overall taxpayer satisfaction.