A. INTRODUCTION & BACKGROUND

What became the Federal Inland Revenue Service (FIRS) was created in 1943, when it was carved out of the erstwhile Inland Revenue Department that covered what then constituted Anglo-phone West Africa (including Ghana, Gambia, Sierra Leone and Nigeria) during the colonial era. In 1958, the Board of Inland Revenue was established under the Income Tax Ordinance of 1958. After various reform programmes, the Federal Inland Revenue Service (FIRS) as the operational arm of Federal Board of Inland Revenue (FBIR),transformed into it current status (withautonomy and other powers) through the enactment of the FIRS (Establishment) Act 13 of 2007.

The commencement date of this Act was 16th April, 2007 and the Act is a compendium of provisions to guide the effective administration of taxation in Nigeria by the FIRS.By virtue of its mandate as stated in the Act, the FIRS is charged with the primary responsibility of assessing, collecting and accountingto the Government for various Federal taxes specified in the First Schedule of the Act.

In 2003, the Federal Government of Nigeria recognized that poor service delivery in the public sector had become an urgent national issue and undertook a series of steps that lead to the entering into a Service Compact (SERVICOM) with all Nigerians in March 2004. This was followed by the creation of the SERVICOM office within the Presidency to ensure the entrenchment of excellent service delivery in the public sector in policy, programmes and practice.

In line with the subsequentPresidential Mandate, the FIRS created a unit in 2014 to institutionalize Service Delivery within the Service.This unit has undergone various transformations to meet the tempo of ever-changing FIRS organizational reforms and the needs of taxpaying public and stakeholders. In 2011 FIRS created a Taxpayer Service Department (TPSD) for enhanced focus on taxpayers as well as National Taxpayer Advocate position (in 2012) to ensure effective high-level advocacy for taxpayers.

In a revenue authority operating within the twin boundaries of fast-tracked economic development and a national transformation agenda, we have recognized that excellent service delivery is a critical aspect of our operational success. In our quest to deliver quality service to taxpayers and operate an efficient and transparent tax system that optimizes tax revenue collection for National Development, as specified in our vision and mission statements, this charter has been developed for the benefit of our taxpayers and stakeholders.

This Charter set out the services provided byFIRS and the standards our esteemed service takers (Taxpayers& other Stakeholders) can hold us to and also provide the mode and channels through which to lay service delivery complaints and make suggestions for continuous improvement.

B. OUR VISION,MISSION,CORE VALUES & CODE OF ETHICS

The FIRS vision was developed as part of the FIRS Reform Agenda in 2004; states that we strive
“To deliver quality service to taxpayers, in partnership with other stakeholders and make taxation the pivot of national development”

Similarly, our mission statement is
“To operate an efficient and transparent tax system that optimizes tax revenue collection and voluntary compliance”

To ensure we realize our vision and mission, the FIRS has identified fourcardinal values that all staff must imbibe and guard their comportment and conduct. These are;

  • Professionalism
  • Integrity
  • Efficiency
  • Ownership and Collective Responsibility

Distilling from the above corporate position, our ethical code of conduct for all FIRS staff mandate that a Tax officer must:-

  • Be honest and impartial
  • Not collude with taxpayers to defraud or reduce tax obligations
  • Refuse gratification in any form
  • Not tarnish the image of the Service
  • Pay taxes promptly and correctly
  • Be courteous, professional and diligent
  • Be professional and competent on duty
  • Educate and encourage the tax payers to pay taxes as and when due
  • Implement the tax laws fairly, uniformly and equitably

C. TAXPAYERS & STAKEHOLDERS

There are a large number of bodies and individuals that we provide various services to and these include but are not limited to;

  • Taxpayers and the General public
  • Tax Advisers/Practitioners/Consultants
  • Auditors, Lawyers, Accountants and relevant professional bodies
  • Embassies, Diplomats and other Foreign bodies
  • Contractors and service providers to FIRS and all public and private institutions
  • FIRS Board and staff
  • Tax Appeal Tribunal
  • The Joint Tax Board
  • Three Arms of the Federal government, namely the Executive (Presidency) Legislature (National Assembly) & Judiciary
  • Three Arms of the State government, namely: Executive, Legislature & Judiciary as well as Local Government Councils
  • Ministries, Departments and Agencies (MDAs) of the Federal government
  • Ministries, Departments and Agencies (MDAs) of the State governments
  • Civil society and Not for profit organizations/Non-Governmental organisations
  • International and local donors, Strategic and Technical partners

D. SERVICES RENDERED

The FIRS renders the following key services to its taxpayers and stakeholders

  1. Statutorily and administratively, the FIRS has the responsibility for the assessment, collection and accounting for the following taxesto the  Government:
  1. Petroleum Profits Tax
  2. Companies Income Tax
  3. Value Added Tax
  4. Education Tax
  5. Capital GainTax on bodies corporate&residents of the Federal Capital Territory and non –resident individuals
  6. Stamp Duties on bodies corporate, and residents of the Federal Capital Territory and non –resident individuals
  7. National Information Technology Development Fund(NITDF) Levy
  8. Personal Income Taxes in respect of:
  • Members of the Armed Forces of the Federation
  • Members of the Nigeria Police Force
  • Staff of the Ministry of Foreign Affairs and non-resident individuals

The due dates for the collection of these taxes are provided for by law. See our website www.firs.gov.ng

  1. The timely provision and publication of accurate data and annual reports to the Federal Government of Nigeria and other stakeholders to inform national economic planning, academic research, tax policy and development legislation;
  2. The timely provision of tax advisory services, rulings,guidance notes and clarifications on request and to the public in general;
  3. The regular investigation, enforcement and prosecution of tax defaulters as provided by the law;
  4. The issuance of “Taxpayer Identification Number” (TIN) at no cost to the taxpayer. This is a unique, sequential number generated electronically as part of the tax registration process and assigned to a taxpayer, whether company, enterprise or individual for identification. Section 8(1) (q) of the FIRS (Establishment) Act enjoins the Federal Inland Revenue Service to issue taxpayer identification number to every company, enterprise and individuals in collaboration with State Internal Revenue Services (SIRS) and Local Government Councils;
  5. The prompt processing of payment claims and tax refund requests received, within stated timeframes;
  6. Undertake appropriate actions to reduce the arrears position of the service and minimize debt profile;
  7. The regular and accurate reconciliation of taxes received into Federation, Consolidated and VAT Accountse.tc.as the case may be;
  8. Provision of tax education & information to taxpayers through diverse channels and languages.

E. SERVICE DELIVERY STATEMENT

In FIRS, we will align our actions with our core values and

  • Ensure prompt, professional and courteous treatment to taxpayers and stakeholders at any of our service windows all times: visitors to all our offices will be attended to within a maximum of 15 minutes.
  • Conduct the task of tax administration with due skill,diligence and with proper regard for the technical and professional standards expectedof tax administrators
  • Endeavor to accommodate persons and corporate bodies with special needs and unique interests within the limits of the law and national interest. 
  • Ensure that all communication is acknowledged within 48hours of receipt, andthat a timeline for action and contacts for follow up are also provided.
  • Commit to closing all requests/complaints within 10 working days and where this is not feasible, to communicate alternative dates to the concerned parties in a timely fashion
  • Recognize taxpayers rights to privacy and confidentiality

F. MONITORING &REPORTING OF PERFORMANCE

The SERVICOM Nodal Officer leads the team that monitors FIRS service delivery standards and implementation on a routine basis across the nation where we have our offices.

Subsequently,this information, and data collated from stakeholders& taxpayers feedback/complaints, forms a part of the annual FIRS report to the Federal Government of Nigeria.

G. CUSTOMERS' OBLIGATIONS TO FIRS

To enable us to provide excellent service to our taxpayers and stakeholders, we ask that they

  • Be fully acquainted with the FIRS Integrated Service Charter and promptly report any breach using the appropriate channels;
  • Regularly acquaint themselves with the provisions of tax laws that relate to them and abide by them accordingly;
  • Follow laid down procedures to obtain required services and make enquiries from the appropriate quarters when in doubt;
  • Submit complete and honest information necessary for optimum and realistic assessment and collection of taxes as well as in the delivery of any other relevant service;
  • Deduct, remit and account for taxes as and when due;
  • Provide the Service with feedback or information on practices that are detrimental or supportive of building the desired tax compliant environment;
  • Avoid negative influence or inducement of tax officials and report requests for bribes and inducement to the appropriate authorities.

H. LIMITATIONS

There are some limitations that may affect the implementation of this Charter;

  1. The amendment and promulgation of tax laws usually take a  long time and is outside the control of the FIRS
  2. Taxpayer's knowledge of tax laws and processes is low and therefore they may not be aware that they have a basis to complain
  3. Cultural changes take time and this will impact on the ability of the FIRS to evolve to a service focused organization as well as the general populace to understand that they have a right to be well served

I. COMPLAINTS/GRIEVANCES REDRESS MECHANISMS

We believe that it is in your interest to ensure that your grievances are heard and addressed and have detailed the various means through which you can lay your complaints and provide us with feedback and suggestions.

  1. TAX RELATED COMPLAINTS

There are four levels at which grievances/disputes with taxpayers can be heard. If disputes/grievances are not immediately addressed, taxpayers are encouraged to proceed along the various levels below to air their grievances:

Responsibility Resolution Timeframe
First Level: Tax Controller (TC) of the tax office 48 hours
Second Level: State Coordinator (SC)
(depending on office the grievance was initiated from -
See Appendix I - for contact details of SCs)
48 hours
Third Level: FIRS Helpdesk 
E-mail – helpdesk@firs.gov.ng / e-services@firs.gov.ng
Tel. - 09073777777; 09072111111; 09074444441; 09074444442
1 week
Fourth Level: SERVICOM
E-mail – servicom@firs.gov.ng / complaints@firs.gov.ng / enquiries@firs.gov.ng
1 week

If these channels do not produce a result satisfactory to you, please consider external channels such as independent arbitration & mediation services, the Tax Appeal Tribunal and other courts of law. Details of the contacts above is available on www.firs.gov.ng

  1. NON TAX-RELATED COMPLAINTS

For complaints and enquiries that are not tax related, please complain first to the relevant Departmental SERVICOMFocal Officer/helpdesk.
If you are not satisfied with the resolution offered, please contact;

  • TO COMPLAIN ABOUT FRAUD AND CORRUPT PRACTICES

Where there are situations regarding fraud, bribery and corruption, please contact the Anti-corruption & Transparency Unit (also known as the Whistle blower Team) through the telephone and e-mail addresses listed below:

09070320486; 09070320498; 09070320499
Emails: exposecorruptionatfirs@firs.gov.ng

Please note that all information provided will be treated in the strictest confidence and you will not be victimized for providing information or complaining about corrupt practices.

J. STAKEHOLDERS PARTICIPATION IN SERVICE DELIVERY

  • FIRS regularly participates in meetings, holds consultations with IMF, World Bank, OECD, UNDP,DFID,EU and attend conferences and workshops organized by these and other bilateral and multilateral Institutions. These bodies are also consulted in matters of funding support for relevant projects and staff development
  • Consultations are held regularly with professional bodies, foreign and local consultants, academic experts and advisors on sector/specific issues such as budgets, taxes, shipping insurance and tariff matters etc.
  • In addition, the Service regularly holds taxpayer education and engagement sessions nationwide, collates information received to inform administrative actions and operational planning
  • The Service attends to complaints and enquiries from the general public through SERVICOM Focal Officers in tax offices across the nation and via our communication channels listed previously.

K. FUTURE OUTLOOK

Our future outlook is a modernized and fully automated Service, branded for professionalism and high ethical values in customized service delivery on which Government will depend as the major provider of sustainable revenue for national development.

L. CHARTER REVIEW

This charter is expected to be reviewed twoyears from the date of publicationor as the need arises.

M. APPENDIX –I

CONTACT DETAILS OF STATE COORDINATORS

SN OFFICE E-MAIL ADDRESS PHONE NO.
1 STATE COORDINATOR
OGUN, OYO AND OSUN
sc.oyoogun@firs.gov.ng 09070319358
2 STATE COORDINATOR
LAGOS ISLAND
sc.lagossir@firs.gov.ng 09070319464
3 STATE COORDINATOR
LAGOS MAINLAND EAST
Sc.lagosmainlandeast@firs.gov.ng 09070319466
4 STATE COORDINATOR
LAGOS MAINLAND WEST
sc.lagosmw@firs.gov.ng 09070319491
5 STATE COORDINATOR
ABIA,EBONYI, AND ENUGU
sc.ebonyiabia@firs.gov.ng 09070327746
6 STATE COORDINATOR
AKWA IBOM, BAYELSA,AND CROSS RIVER
sc.akwaibombc@firs.gov.ng 09070327748
7 STATE COORDINATOR
ADAMAWA, TARABA AND GOMBE
sc.gombetaraba@firs.gov.ng 09070327747
8 STATE COORDINATOR
PLATEAU, BAUCHI, BORNO AND YOBE
sc.bauchiborno@firs.gov.ng 09070327750
  9 STATE COORDINATOR
IMO AND ANAMBRA
sc.imoanambra@firs.gov.ng 09070327749
10 STATE COORDINATOR
KEBBI, SOKOTO AND ZAMFARA
sc.kebbisokoto@firs.gov.ng 09070326615
11 STATE COORDINATOR
JIGAWA, KANO AND KATSINA
sc.kanojigawa@firs.gov.ng 09070326617
12 STATE COORDINATOR
BENUE, KADUNA AND NIGER
sc.kadunaniger@firs.gov.ng 09070327751
13 STATE COORDINATOR
FCT, KOGI AND NASSARAWA
sc.fctkogi@firs.gov.ng 09070327754
14 STATE COORDINATOR
KWARA, ONDO AND EKITI
sc.kwaraekiti@firs.gov.ng 09070327753
15 STATE COORDINATOR
EDO, DELTA AND RIVERS
scred@firs.gov.ng 09070327752


Helpdesk

For enquiries or feedback about service received at any of our offices nationwide, please mail any of the listed addresses, or call the following numbers:

Email helpdesk@firs.gov.ng​
enquiries@firs.gov.ng
complaints@firs.gov.ng
servicom@firs.gov.ng
Phone Numbers 09074444441
09074444442
09072111111
09073777777
HEAD OFFICE
Revenue House,
20 Sokode Crescent,
Wuse Zone 5,
Abuja
Nigeria

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