The Central Board of Direct Taxes (CBDT) has requested an extension of the time limit for resolving public grievances filed through the Centralised Public Grievance Redress and Monitoring System (CPGRAMS) from the current 21 days to 60 days. The request comes in light of the department’s inability to meet the stipulated 21-day timeline, citing the complexity and volume of complaints as key challenges.
At a recent national workshop, an additional director general of income tax presented data highlighting the department’s backlog, with nearly 9,700 complaints pending, over 7,300 of which have exceeded the current deadline. The average time taken for grievance redressal this year stands at 65 days, significantly above the stipulated period.
The government, under Prime Minister Narendra Modi’s directive, had reduced the grievance redressal timeline across departments to 21 days in August, down from 30 days earlier. The CPGRAMS platform connects citizens with government authorities, facilitating the resolution of service-related grievances.
The income tax (I-T) department receives a substantial number of complaints—approximately 55,000 so far in 2024—of which around 70% are related to income tax returns, including refund requests or disputes over raised demands. The department has attributed the delays to the quasi-judicial nature of its work, which necessitates procedural thoroughness, including coordination across multiple verticals and ensuring a fair hearing for petitioners.
“In view of these challenges, the timeline of 21 days for redressal of CPGRAMS may be extended to 60 days,” the I-T department noted in its presentation. It also pointed out that, under the taxpayers’ charter, the resolution timeline for refund or rectification of income tax returns is three months.
Despite the high pendency, the department emphasized its consistent performance in maintaining the quality of grievance redressal. In the last financial year, the I-T department handled 69,638 grievances while achieving a disposal rate of 102% by addressing carried-forward complaints from the previous year.
To address the backlog, the department has initiated measures, including enhanced monitoring at all levels, regular follow-ups with officers, and efforts to ensure grievances reach the correct last-mile officer.
As of now, the Centre’s average grievance resolution time across departments is 13 days, a significant improvement from previous years. The I-T department’s plea for a 60-day timeline aims to balance procedural rigor with efficiency while continuing its commitment to citizen satisfaction.
