This image cannot currently be displayed. This image cannot currently be displayed. 2015/11/11 What s new at SARS? VAT COMPLIANCE 1
This image cannot currently be displayed. This image cannot currently be displayed. 2015/11/11 VAT COMPLIANCE DRIVE From the VAT GUIDE FOR VENDORS VAT404 NEW Items of interest 2
This image cannot currently be displayed. This image cannot currently be displayed. 2015/11/11 3
This image cannot currently be displayed. This image cannot currently be displayed. 2015/11/11 SARS latest Documents issued Where to find it: http://www.sars.gov.za/pages/whats- New.aspx SARS Quarterly Stakeholder Meeting Feedback 4
This image cannot currently be displayed. This image cannot currently be displayed. 2015/11/11 Agenda Items Next meeting 16 February 2016 SARS Quarterly Stakeholder Meeting SARS delaying refunds turnaround ±60 days PAYE on IRP5 disallowed Change of tax return during filing season Upload of encrypted PDF doc s VAT Letter requesting supporting documents Voluntary VAT registration trading categories ; Property companies Override codes not given it active tax practitioner refuses transfer 5
This image cannot currently be displayed. 2015/11/11 SARS Quarterly Stakeholder Meeting Stats per professional body asked Cancellation of appointments 24hrs 2 nd time no show, 3 months no appointments Names to professional bodies unprofessional conduct E-filing VAT registration letter asks for proof of residential address, but not all doc s QUARTERLY TAX PRACTITIONER APPOINTMENT STATS WEST RAND OFFICES 6
RANDFONTEIN BOOKED HONOURED CANCEL NO SHOWS Q1 227 203 6 18 Q2 249 223 10 16 300 RANDFONTEIN 250 200 150 100 Q1 Q2 50 0 BOOKED HONOURED CANCEL NO SHOWS 41 ANALYSIS - RANDFONTEIN 9.6% increase in booked appointments between Q1 & Q2 9.8% increase in honoured appointments A concerning 66.6% increase in cancelled appointments. A pleasant decrease of 11% in No Shows Cancelled appointments is a challenge in Randfontein 42 7
KRUGERSDORP BOOKED HONOURED CANCEL NO SHOWS Q1 270 217 51 0 Q2 315 257 58 0 350 KRUGERSDORP 300 250 200 150 100 Q1 Q2 50 0 BOOKED HONOURED CANCEL NO SHOWS 43 ANALYSIS - KRUGERSDORP 16.6% increase in booked appointments between Q1 % Q2 18% increase in honoured appointments as result of increased bookings 13.7% increase in cancelled appointments A pleasant 0% in No Shows Krugersdorp is all in all doing well 44 8
ROODEPOORT BOOKED HONOURED CANCEL NO SHOWS ADHOCS Q1 513 492 11 10 Q2 729 680 19 30 800 700 600 500 400 300 200 100 0 ROODEPOORT BOOKED HONOURED CANCEL NO SHOWS ADHOCS Q1 Q2 45 ANALYSIS - ROODEPOORT 42% increase in booked appointments, between Q1 & Q3 38% increase in honoured appointments 72.7% increase in cancelled appointments No Shows increased incredibly( 200%) in line with bookings 46 9
QUARTERLY TAX PRACTITIONER APPOINTMENT STATS REGION 2 REGION 2 BOOKED HONOURED CANCEL NO SHOWS ADHOCS Q1 10386 8330 877 934 1713 Q2 10148 8415 563 1040 3332 12 000 REGION 2 10 000 8 000 6 000 4 000 Q1 Q2 2 000 0 BOOKED HONOURED CANCEL NO SHOWS ADHOCS 48 10
ANALYSIS : REGION 2 2% decrease in Booked appointments, between Q1& Q2 1% increase in Honoured appointments A pleasant 35.8% decrease in Cancellations A challenging 11% increase in No Shows 94.5% increase in Adhocs 49 50 11
51 TYPE OF QUERIES MOSTLY DEALT WITH Tax Clearances Re-print of Tax Clearances Portfolio Changes, including merging of profiles Bank detail changes Account Maintenance; Allocations Statement of Account Request for Follow-up Income Tax Registrations PAYE Registrations VAT Registrations VAT Reg interviews Penalty & Interest waival ADR submission Supporting Docs submission E-Filing queries for Ionize 52 12
CONCLUSION Tax Practitioners do not show up for their appointments Appointments are still being cancelled Adhocs are high, in the Pretoria area Other channels for query resolution not being used Offices to enforce the use of other channels for some query types 53 How to make an appointment 13
1. GO TO WWW.SARS.GOV.ZA 55 2. CLICK ON TAXPRACTITIONERS 56 14
3. CLICK ON MAKE AN APPOINTMENT 57 4. COMPLETE ALL MANDATORY FIELDS 45. SUBMIT 58 15
6. E-mail E is received via Appointments e-mail e address. 7. Branch Office will schedule the appointment and an e-mail will be send confirming the appointment. 59 THE END 60 16
DIFFERENT CHANNELS FOR QUERY RESOLUTION 10 NOVEMBER 2015 PRACTITIONER CONTACT CENTRE THE PROCESS Practitioners Contact Centre (PCC) and Regional Inbound Cases will be created upon receipt of the e-mail / fax from the Practitioner / taxpayer for Accounts Maintenance, Assessment Maintenance and Portfolio Maintenance enquiries and will include Estates and De-registrations. This will in time extend to all other Divisions as Modernisation progresses further A response letter will be e-mailed to the practitioner / taxpayer to advise them of the case number allocated to the enquiry. A resolution confirmation letter will be e-mailed to the practitioner / taxpayer from the relevant business area in finalisation of the e-mail / fax received / or to request additional information if required. 62 17
INFORMATION REQUIRED IN TERMS OF YOUR QUERY We require the following information to effectively manage your query and attend to your matter: Tax reference number Tax practitioner number (PR number) Ifthisisafollow-upquery, pleasequotetheoriginalcase numberthatyouwere Branch level allocatedinyouremailorfaxfromus. E-mailaddresstoenableustoissuearesponse toyourenquiry Subjectofe-mail clearlystatewhattheenquiry isabout Attachments if required Limitof5queries pere-mail 63 PCC CONTACT DETAILS Please note that the turnaround time for a query is 21 working days. Contact details PCC MAILBOXES INBOUND MAILBOXES North (including Pretoria, pcc.north@sars.gov.za/010 208 5003 Contact.north@sars.gov.za North West, Limpopo, / 0126706880 Mpumalanga & West Rand) Central (including East Rand, pcc.central@sars.gov.za/010 208 5004 Contact.central@sars.gov.za Soweto, Alberton, Vereeniging) / 0102085005 KwaZulu-Natal pcc.east@sars.gov.za/010 208 5005 Contact.east@sars.gov.za / 0313286018 Western Cape pcc.south@sars.gov.za/010 208 5006 Contact.south@sars.gov.za / 0214138905 Free State and Northern Cape pcc.fs@sars.gov.za/010 208 5007 East London pcc.el@sars.gov.za/010 208 5008 Port Elizabeth pcc.pe@sars.gov.za/010 208 5009 64 18
SUBMISSION OF RETURNS AND RELEVANT DOCUMENTS The following documents and correspondence are not accepted by SARS in the fax and email channels: returns forms e.g. dispute forms; except for VAT ADR1 s Branch level relevant material new registration requests Requests for change of bank details Requests for refunds Electronic attachments sent via e-mail exceeding the limit of 2MB 65 You may submit these via any of the following channels: PostorSARSbranchdropbox. ASARSbranch Electronically via e-filing. 66 19
THE END 67 Complaints Management System Date: 10 November 2015 20
Complaints Management System In our efforts to improve Service Delivery, we have introduced a new Complaints Management System that will improve the way in which taxpayer complaints are: Lodged Tracked and Resolved. Complaints Management System Effective from 11 September 2015: complaints in respect of a service failure or unacceptable service provided by a SARS agent, will be handled by the newly established Complaints Management Office (CMO) It replaces the current SARS Service Monitoring Office (SSMO). 21
Complaints Management System Very important: Before lodging a complaint to the CMO, first seek to resolve the matter by following the SARS standard escalation process, by either: calling the SARS Contact Centre on 0800 00 7277, or visiting the relevant SARS branch. Complaints lodged without following due process will be rejected. Complaints Management System Channels available to lodge complaints: SARS efiling (for all registered taxpayers and tax practitioners) SARS Contact Centre on 0800 00 7277 SARS Branch Offices SARS Email Channels Contact.north@sars.gov.za Contact.central@sars.gov.za Contact.east@sars.gov.za Contact.south@sars.gov.za 22
Complaints Management System Follow the correct steps in escalating the matter prior to lodging the complaint : Call the Contact Centre or visit a SARS Branch After a reasonable time has lapsed, proceed to lodge a complaint in the manner described above. Thank You Questions? 23
This image cannot currently be displayed. This image cannot currently be displayed. 2015/11/11 General discussion Questions? 24
This image cannot currently be displayed. 2015/11/11 Thank you to. Your attendance Have a peaceful festive season, travel safely and rest well.. See you at our next event. 16 February 2016 25