ISLAMABAD: The Federal Tax Ombudsman (FTO) Secretariat has implemented a new Code of Conduct for its officers and advisors, directing all relevant personnel to strictly adhere to the principles of integrity, impartiality, transparency and professional responsibility.
Federal Tax Ombudsman Zafar Hijazi has made it clear that unnecessary delays and procrastination in resolving complaints will not be tolerated under any circumstances.
Chairing an important meeting of officers and advisors from across the country at the FTO Secretariat, Zafar Hijazi introduced a new framework for professional ethics and conduct for advisors of FTO Secretariat. The initiative aims to ensure the fair and timely resolution of complaints while further strengthening institutional transparency and accountability.
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 and base their recommendations and findings on relevant records and applicable laws.
The code also emphasizes avoiding unnecessary correspondence, requests for additional documents, adjournments and procedural delays. However, it makes clear that fair investigations and compliance with legal requirements must remain essential to ensuring timely decisions of FTO Secretariat.
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 new framework, advisors will also be responsible for ensuring the confidentiality and security of official records, including both 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.
Addressing the meeting, Zafar Hijazi said the institution’s primary objective was to provide relief to complainants as quickly as possible, which could only be achieved if all officials performed their duties with sincerity, good faith and dedication.
He emphasized that, in contrast to past practices and careless approaches, officials must now work in accordance with professional standards and their assigned responsibilities.
Zafar 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.
Addressing the advisors, he said every 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 Federal Tax Ombudsman further said that the role of advisors carried significant responsibility and dignity. He encouraged them to contact him directly whenever guidance was required.
