The Federal Tax Ombudsman (FTO) has introduced a new Code of Conduct for officers and advisors of its secretariat, directing them to avoid unnecessary delays in resolving complaints and adhere to strict standards of integrity, impartiality, transparency, and professional responsibility.
Federal Tax Ombudsman Zafar Hijazi has made it clear that procrastination and unnecessary delays in complaint adjudication will not be tolerated under any circumstances.
Chairing a meeting of officers and advisors from across the country at the FTO Secretariat, Hijazi introduced a new framework for professional ethics and conduct aimed at ensuring fair and timely complaint resolution while strengthening institutional transparency and accountability.
FTO Introduces New Code of Conduct
Under the new Code of Conduct, advisors have been instructed to perform their duties independently, without pressure, bias, or external influence, and to avoid conflicts of interest.
They are required to investigate complaints carefully and impartially, basing their recommendations and findings on relevant records and applicable laws.
The code also directs advisors to avoid unnecessary correspondence, requests for additional documents, adjournments, and procedural delays. However, fair investigations and compliance with legal requirements must remain essential to ensuring timely decisions.
Advisors have also been directed to treat complainants, taxpayers, and their representatives with courtesy and respect, comply with relevant laws and regulations, and provide complainants with necessary guidance.
Under the framework, advisors will be responsible for ensuring the confidentiality and security of official records, including paper-based and electronic documents.
All relevant advisors will be required to formally acknowledge that they have read, understood, and agreed to comply fully with the Code of Conduct.
FTO Chief Warns Against Procrastination
Addressing the meeting, Hijazi said the institution’s primary objective was to provide relief to complainants as quickly as possible, which could only be achieved if officials performed their duties with sincerity, good faith, and dedication.
He emphasized that, unlike past practices and careless approaches, officials must now work in accordance with professional standards and their assigned responsibilities.
Hijazi said the institution’s efforts had improved the situation and that its enhanced effectiveness had helped foster public confidence. He reiterated that there would be no room for delays or procrastination in complaint resolution.
Advisors to Be Personally Accountable
Addressing the advisors, Hijazi said each advisor would be personally responsible for their respective decisions.
He added that he would personally review matters in the future, while responsibility for each decision would remain with the individual who made it.
He stressed the importance of understanding complaints in their proper context and making decisions strictly on the basis of law and official records.
The FTO chief further said the role of advisors carried significant responsibility and dignity, encouraging them to contact him directly whenever guidance was required.
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