REVENUE MEMORANDUM CIRCULAR NO. 44-2019 issued on April 11, 2019 presents the BIR’s Service Delivery Channel Strategies, together with the various service delivery channels and initiatives to improve taxpayers’ satisfaction with the Bureau’s delivery of its services.
The BIR has provided Self-service facilities to taxpayers to make tax information accessible to them and to make tax compliance easier and more convenient for them. These facilities are the BIR Website (www.bir.gov.ph) and BIR social media accounts (Facebook, Twitter, Google+ and YouTube), which shall contain frequently asked information on the documentary requirements and procedures related to getting a Taxpayer Identification Number (TIN), business registration, filing a tax return and payment of taxes, among others. Other self-service facilities made available to taxpayers are the BIR’s Electronic Filing and Payment System (eFPS) and Electronic BIR Forms (eBIRForms), which have been developed to provide taxpayers (with internet access) other alternative modes to file their tax returns and pay their taxes.
Another option which taxpayers can use in their tax return preparation/filing and payment of taxes are the tax solutions developed by third party providers that passed the Bureau’s certification process using the Electronic Software Provider Certification (eTSPCert) System.
To supplement the information gathered by taxpayers from the BIR’s self-service facilities (BIR Website and social media accounts), taxpayers can also attend the tax seminars/briefings and dialogues/consultations being conducted by the National Office and regional/district office personnel. If they want to raise their queries by telephone or e-mail, taxpayers can call the Customer Assistance Division (formerly called BIR Contact Center).
Printed tax information materials are also being prepared and distributed during the conduct of seminars/briefings and posted in the BIR Website and bulletin boards.
In case of written requests for information, the BIR has issued its Freedom of Information (FOI) Manual to define the rules and procedures to be followed by the designated BIR frontline personnel whenever a request for access to information is received by them.
Taxpayer Service Counters and eLounges are made available in the Bureau’s Revenue District Offices and in the National Office wherein standards are in place to support the delivery of fast, efficient and responsive service to taxpayers, in compliance with the government’s thrust to promote “Ease of Doing Business” in the country.