SARS E-Filing 2018

Renai1

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Aug 6, 2018
Messages
36
Did you submit your supporting docs on the same day as they count 21 days from the day they received your last supporting docs, they told me I can only escalate tomorrow as they have until midnight to finalise my return, and then escalations have no turn around time so not sure how that helps.
Guess I will be joining the escalations que now it is working day 22 and still SOA says verification Y and there has been no further letters from SARS it is really frustrating
 
Joined
Jul 30, 2018
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Guess I will be joining the escalations que now it is working day 22 and still SOA says verification Y and there has been no further letters from SARS it is really frustrating
I agree.. i knew it from the begining that the new charter was a load of bulls@$#.. but yeah.. guess there is nothing els to do but wait
 

Renai1

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Aug 6, 2018
Messages
36
I agree.. i knew it from the begining that the new charter was a load of bulls@$#.. but yeah.. guess there is nothing els to do but wait
What is even worse is that this escalation story has no time frame I think that's another delay tactic so they can take as long as they want, wondering if one should not just visit the branch and see if you get quicker resolution.
 

Toxxyc

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Dec 12, 2012
Messages
1,978
Is your statement still reflecting verification Y?
Yep. Pulled one now. Day 28 after submitting documents.

Not really. Every person needs to do a certain amount of cases per day and when they are done they may go home so they tend to go through them quickly. It could be that the person dealing with your case was off sick etc and needs to catch up now.
That's not what the call centre okes told me. Maybe with normal verification, but with the escalations several people said it's different people that manage it and it goes to the back of a queue. If it's still one person who needs to do mine, with my luck that oke is either on strike, AWOL or dead.
 

The_Mowgs

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Joined
Nov 23, 2009
Messages
5,679
Yep. Pulled one now. Day 28 after submitting documents.



That's not what the call centre okes told me. Maybe with normal verification, but with the escalations several people said it's different people that manage it and it goes to the back of a queue. If it's still one person who needs to do mine, with my luck that oke is either on strike, AWOL or dead.
Yep. Pulled one now. Day 28 after submitting documents.



That's not what the call centre okes told me. Maybe with normal verification, but with the escalations several people said it's different people that manage it and it goes to the back of a queue. If it's still one person who needs to do mine, with my luck that oke is either on strike, AWOL or dead.
Call center agents dont know what they are talking about. Different people have different functions so if you submitted petrol claims then your case gets assigned to someone that does the verification of petrol claims (theres more than one person).

If that person is done they forward it to the person that does medical claims should you submitted a return for medical claims, when that is done it gets sent to the next.

SARS employees also received a mail yesterday stating there is a massive backlog that needs to be worked through due to the threshold for filling that changed and the people that dont need to file are still filing.

When you say you escalated what does that mean? Did you lodge a complaint through the official complaints department?
 

Renai1

Active Member
Joined
Aug 6, 2018
Messages
36
Call center agents dont know what they are talking about. Different people have different functions so if you submitted petrol claims then your case gets assigned to someone that does the verification of petrol claims (theres more than one person).

If that person is done they forward it to the person that does medical claims should you submitted a return for medical claims, when that is done it gets sent to the next.

SARS employees also received a mail yesterday stating there is a massive backlog that needs to be worked through due to the threshold for filling that changed and the people that dont need to file are still filing.

When you say you escalated what does that mean? Did you lodge a complaint through the official complaints department?
So would you suggest going into a branch to check? Also is there anywhere that states what the turn around time is for complaints?
 

The_Mowgs

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Nov 23, 2009
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5,679
Again, what is this escalation that you are talking about? Is it a complaint or do you just call the call center and "escalate"?
 

Renai1

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Joined
Aug 6, 2018
Messages
36
Again, what is this escalation that you are talking about? Is it a complaint or do you just call the call center and "escalate"?
When the return is older than 21 days it is then escalated by call centre for resolution, not sure exactly where to or what the process is post that technically I guess it is a complaint.
 

Toxxyc

Expert Member
Joined
Dec 12, 2012
Messages
1,978
Call center agents dont know what they are talking about. Different people have different functions so if you submitted petrol claims then your case gets assigned to someone that does the verification of petrol claims (theres more than one person).

If that person is done they forward it to the person that does medical claims should you submitted a return for medical claims, when that is done it gets sent to the next.

SARS employees also received a mail yesterday stating there is a massive backlog that needs to be worked through due to the threshold for filling that changed and the people that dont need to file are still filing.

When you say you escalated what does that mean? Did you lodge a complaint through the official complaints department?
Ah. Sounds like you do know a bit more.

Anyway, when I mean "escalation" I mean I called the call center (not the complaints number because they wanted a complaints ref before I can log a complaint - I know right?) and told them I'm unhappy. I was given reference numbers - 9-digit numbers starting with 284. Doing quik maffs I can see that there's been 302203 numbers between the first and the last reference numbers I got - a mere 3 days apart. How's that for instilling confidence?
 

Renai1

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Aug 6, 2018
Messages
36
Found this

LODGE A COMPLAINT
The service we want to offer to you
We want to provide you with a high standard of service whether we are dealing with your personal income tax, your company’s income tax, your import or export activities, or any of the other taxes or duties we administer. We know how important it is to get things right, so we are always looking for ways to improve. As part of our improved service delivery, we have introduced a new way for you to lodge a complaint if you’re still unhappy with your experience with SARS after following the normal processes.

How to complain
There are three preferred ways to send your complaint:
Via eFiling, click here to login to eFiling and lodge a complaint. See our step-by-step guide on how to lodge a complaint via eFiling. Please note that you have to be registered on eFiling. If not registered yet, click here.
Visit your nearest SARS Branch.
By calling the SARS Complaints Management Office (CMO) on 0860 12 12 16.
Top tip: The complaint form is not available for download or for printing and posting to you. It is an online form only available for you to complete on eFiling or it will be completed on your behalf by a SARS agent when you contact the CMO, Contact Centre, a Branch or a Mobile Tax Unit.
When to complain
If you’re unhappy with the service after your normal interaction with SARS, you may complain. In some cases, we will require that you have a valid case number.

A complaint is a grievance or some form of dissatisfaction experienced by the taxpayer, trader or representative, in relation to a process (including queries, returns or any service request) or a service experience that is not adequately resolved.

Top tip: If you however disagree with your assessment outcome or a decision taken by SARS, kindly raise an objection or follow the dispute resolution process, see the dispute resolution guide. Please note the dispute process is not part of the complaints process. If you disagree with a penalty, you should follow the Request for Remission process before objecting.

Types of complaints
The following is a list of the complaint categories. Please indicate the appropriate one when submitting your complaint:

No
Category
Example
1
Legal/Policy
For example, debit cards not accepted for payments.
2
Employee behaviour/Competence
For example, agent X was rude, or agent did not know how to assist me.
3
Channel experience/environment/technical issues
For example, contact centre is very slow to answer, or there is no parking at branch X.
4
Quality and speed of service*
For example, incorrect resolution of request, or it took 6 months to process my banking detail change.
5
Unresolved service/operational matter*
For example, turn-around-time exceeded and my return has not yet been processed.
6
Missing or lost documentation*
For example, I have submitted my return, but SARS cannot find it.

* You need a case number first for the last three categories. In other words, if your complaint relates to ‘Quality and speed of service’, ‘Unresolved service/operational matter’ or ‘Missing or lost documentation’, the complaint will only be accepted if there is already a case logged and the case number is inserted on the form. It can either be the original case number or a follow-up case number.
What to expect after you complained
You will receive an SMS or email notification at various stages of the process:

When you’ve logged your complaint, you will receive an acknowledgement notification the same day.
The resolution date will be a maximum of 21 days after the complaint was logged.
If you are still not satisfied with the outcome, you may follow the Tax Ombud process.
 

The_Mowgs

Executive Member
Joined
Nov 23, 2009
Messages
5,679
Ok for the people that have "escalations", please ignore it as it means nothing and that is their way of stalling.

Most call center agents are casual workers that received 10 days training prior to filing season opening.

Log a complaint AFTER 21 days, select the option for something along the lines of time and make them lodge your complaint. There is NO such thing as you need a complaint number to lay a complaint, it does not even make sense.

The complaints number is 0860 12 12 16 but please dont call before your 21 days is over. The MUST log a complaint and the reason for your complaint will be that you are given 21 days to submit documents and make payment should you owe them. They have 21 days to verify your documents which has lapsed so they MUST finalize it as a soon as possible seeing as they are now pass their own deadline.
 
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