income tax

Published on 9 April 2025

Bangalore Income Tax Department's Grievance Redressal Month: A Comprehensive Guide

Introduction

The Bangalore Income Tax Department's Centralized Processing Centre (CPC) has been hosting a special Grievance Redressal Month that aims to enhance the redressal of taxpayer grievances. The event, commemorated between 22nd April and 22nd May 2024, promotes transparency, accountability, and satisfaction amongst taxpayers through various submission channels and advanced electronic tools.

What is the Grievance Redressal Month?

Grievance Redressal Month is a specially authorized period during which the Income Tax Department places added focus on addressing taxpayer grievances in an organized manner. During this month, taxpayers can expect:

  • Shorter turnaround times
  • Individualized attention
  • Aggressive follow-up of grievances

Step-by-Step Procedure to Raise a Grievance

The CPC Bangalore Grievance Cell is the central hub for hearing and resolving taxpayer grievances through several easy-access modes:

  1. In Person
  • Visit the Information and Facilitation Counter in C.R. Buildings, Queen's Road, Bangalore – 560001 during working hours.
  • Bring your written grievance, which will be registered and digitally tracked.
  1. By Post
  • Post your grievance by post to the Grievance Cell in the official address of the CPC.
  • Your petition is registered upon receipt and a Registration Number, to be used for tracing, will be provided to you.

  1. Via Email

    • Send your grievance by post to the Public Relations Officer at itprbangalore@gmail.com, or use the address as specified on the Income Tax Department website.
    • An acknowledgement with the Registration Number will be provided.

  2. **Online Submission via e-Nivaran and CPGRAMS

  • e-Nivaran: Log in to the Income Tax e-filing website and select 'Submit Grievance' from under the 'Grievances' tab. Registered and non-registered users can submit a grievance.
  • CPGRAMS: You can employ this interface for filing grievances against public authorities with on-the-spot digital forwarding to related departments.

Key Point

On submission, you shall be given a unique Registration Number, providing transparency and allowing you to track the status of your grievance in real time.

Categories of Grievances Handled

Income Tax Department's grievance system includes different issues, such as:

  • Delay in refunds
  • Mismatches in TDS
  • Issues related to PAN
  • Portal access issues
  • Issues during e-filing
  • Document mismatches

Grievances can be routed to particular departments like CPC-ITR, AO, and NSDL, etc.

Detailed Grievance Redressal Mechanism

  1. Registration and Acknowledgment
  • Every grievance is filed in a computerized system, and the petitioner is allotted a Registration Number.
  1. **Assignment and Monitoring
  • The Grievance Cell transfers the petition to the relevant Assessing Officer (AO) and Range Head who must acknowledge receipt and respond within three weeks.
  1. **Escalation Protocol
  • On failure to get a response within three weeks, the Grievance Cell forwards the case to the Range Head. Delay goes all the way to the Chief Commissioner.**
  1. Prioritization of High-Level Grievances
  • Senior offices' complaints, such as Prime Minister's Office and Finance Minister's Office, are given the highest priority to be resolved within 21 days.
  1. Resolution Timeline
  • Most complaints are resolved within one month with an eight-week time limit for resolution from the date of receipt.
  1. Monthly Review and Transparency
  • A monthly report of disposed and pending complaints is forwarded to all Chief Commissioners and Commissioners of Income Tax for accountability.

Real-World Example

Case Study: One taxpayer in Bangalore experienced a delay in his income tax refund due to a TDS mismatch. By filing a grievance online through the e-Nivaran portal, he was provided with a Registration Number within hours and tracked his status online. The issue was resolved within three weeks upon escalation, reflecting the effectiveness of the redressal process.

How to Track and Escalate Your Grievance

  • Track Status: Log in to the e-filing portal, visit 'Grievance Status,' and enter your Registration Number to track in real-time.
  • Escalate Issues: In the event that the grievance is not settled within the given time frame, escalate it through the e-Nivaran facility to bring it to the notice of senior authorities for immediate resolution.

Why This Mechanism Stands Out

  • Multiple Submission Channels: Allows accessibility to all, including those who do not have access to the internet.
  • Structured Escalation: Seeks unresolved complaints systematically by higher authorities.
  • Digital Integration: Includes real-time tracking and automated reminders for enhanced efficiency.
  • Priority Handling: Complaints of urgent-level are addressed on a priority basis within a 21-day deadline.
  • Monthly Reviews: Regular performance reviews ensure transparency and continuous improvement.
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