From Edirin Robinson, in Kaduna
In a strategic move to boost transparency and compliance, the Kaduna State Internal Revenue Service (KADIRS), and the Tax Justice and Governance Platform (TJ&GP) have convened a two-day review of the state’s Grievance Redress Mechanism (GRM).
The engagement focused on three technical pillars: the Standard Operating Procedure (SOP), a revised Taxpayer Service Charter, and the launch of a GRM Master Tracking Dashboard.
The initiative is aimed at transitioning from manual, paper-based complaint handling to a digital, data-driven system designed to protect taxpayer rights while boosting state revenue.
The Head of Corporate Communications at KADIRS, Zakari Jamile Mohamed, noted that while the agency has a mandate to collect revenue, the process often faces challenges.
Another pressing issue was the absent of a standardized manual to guide how disputes are handled. To address this issue, the meeting prioritized the development of a formal SOP.
“People often claim ignorance of tax laws because nobody wants to part with money. So, we are making the GRM the primary point of contact.
“We want the majority of issues resolved at the authority level before they ever need to be escalated to the Tax Ombuds. It’s about making the process seamless for the taxpayer,” he explained.
The highlight of the meeting was the presentation of the GRM Master Tracking Dashboard. Previously, complaints were recorded manually in registers, making follow-ups difficult and data analysis nearly impossible.
Simeon Olatunde of the TJ&GP highlighted that the new dashboard will act as a red flag system for policymakers.
It categorizes complaints by sector such as multiple taxation or transport unit issues and even tracks demographic data, including gender and disability status.
“The dashboard tracks every response and gives the service the areas where they need to concentrate their efforts,” Olatunde said.
He added that while the system is moving toward establishing a real-time Situation Room, the current automation is a massive leap forward from the previous manual era.
“The dashboard speaks to assessment and inclusion. It quickly sends a red flag to policymakers if there is a surge in complaints.
“For instance, around multiple taxation or specific issues affecting female taxpayers or persons with disabilities,” he noted.
The workshop also produced a revised Taxpayer Service Charter, the first update in four years. The Charter serves as a bill of rights for Kaduna residents, clearly outlining the service standards, rights and responsibilities to prevent harassment and clear pathways for escalation.
The Standard Operating Procedures (SOP) are internal guidelines that ensure every complaint follows a global best-practice workflow.
By refining these standards, KADIRS aims to align with national tax reforms and the Open Government Partnership (OGP) principles, ensuring that Kaduna remains a leader in transparent revenue administration.
While the new tools significantly upgrade the current system, the ultimate goal remains full automation. The meeting revealed plans for a Situation Room where grievances can be logged and tracked in real-time via online platforms.
The meeting concluded with a capacity-building session to ensure KADIRS staff and civil society partners can effectively use the new tools.
