Mandate of Directorate General of Taxpayer Services (DGTS)
Dedicated Taxpayer Interface of CBIC
The Directorate General of Taxpayer Services (DGTS) was established by CBEC (now CBIC) vide Office Order No. 02/Ad.IV/2015 dated 27 August 2015 through the restructuring of the Chief Commissioner Tax Arrears Recovery (CC TAR) organization and attached Directorate of Publicity & Public Relations.
The Directorate serves as the dedicated taxpayer interface of CBIC and is entrusted with promoting taxpayer facilitation, awareness, grievance redressal, stakeholder engagement, service excellence and consumer welfare initiatives across the country.
Core Mandate of DGTS
1. Taxpayer Services & Facilitation
- Lay down taxpayer service standards.
- Review service delivery mechanisms.
- Promote voluntary compliance.
- Operate Single Window taxpayer facilitation.
- Monitor Taxpayer Service Centres (TPSCs).
- Promote best practices across zones.
- Monitor e-Helpdesks and facilitation mechanisms.
- Monitor PFCs, RACs and Open House Meetings.
2. Citizen Charter & Service Excellence
- Monitor Citizen Charter implementation.
- Strengthen Sevottam initiatives.
- Promote transparency and accountability.
- Improve taxpayer satisfaction.
- Conduct customer satisfaction surveys.
3. Stakeholder Consultation & Grievance Redressal
- Facilitate interaction with trade bodies.
- Monitor grievance redressal mechanisms.
- Conduct stakeholder consultations.
- Collect trade feedback for reforms.
- Monitor CPGRAMS implementation.
4. Taxpayer Education & Awareness
- Provide taxpayer information and assistance.
- Develop awareness programmes.
- Educate taxpayers about rights and obligations.
- Promote compliance through outreach.
- Coordinate educational initiatives with NACIN.
5. Publications & Information Dissemination
- Develop Guidance Notes and Brochures.
- Publish FAQs and Handbooks.
- Provide information on GST, Customs and Refunds.
- Disseminate taxpayer service information.
- Promote public awareness initiatives.
6. Publicity, Media & Communication
- Design communication strategies.
- Implement media and social media outreach.
- Promote CBIC initiatives.
- Strengthen taxpayer-centric culture.
- Enhance public engagement.
7. Digital Information Management
- Manage taxpayer-related information.
- Coordinate website content updates.
- Improve digital accessibility.
- Ensure dissemination through online channels.
8. Consumer Welfare Activities
- Monitor Consumer Welfare initiatives.
- Support consumer awareness programmes.
- Coordinate consumer-centric activities.
- Strengthen consumer outreach mechanisms.
Vision of DGTS
DGTS serves as the dedicated taxpayer interface of CBIC by promoting taxpayer-centric services, facilitation, awareness, stakeholder engagement, grievance redressal, consumer welfare and voluntary compliance for building a transparent, citizen-centric and taxpayer-friendly indirect tax administration.