October 16, 2026 11:18 pm (IST)
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Tax body conducts survey to understand the efficacy of its reforms
New Delhi, Jun 29 (IBNS): Nearly 51 per cent people participating in a survey conducted by the Central Board of Excise & Customs have expressed satisfaction at the change in behaviour of people at the level of inspectors and above, said the Union Ministry of Finance on Wednesday.
The Central Board of Excise & Customs (CBEC) had requested FICCI to conduct a tax payers’ experience survey with the objective of garnering a feedback on impact that reforms undertaken during the last two years had on the ground.
FICCI outsourced the survey to KPMG and they jointly reached out to 40000-45000 potential respondents across India.
The key question of the survey was – “Do you feel a perceptible change in policies of the CBEC by way of becoming liberal and friendly to the taxpayer?”
The key question of the survey was – “Do you feel a perceptible change in policies of the CBEC by way of becoming liberal and friendly to the taxpayer?”
Nearly 72% of those surveyed responded with a “yes”, said CBEC.
The questionnaire centred upon four themes – (1) Interaction experience with senior and junior functionaries of the department; (2) Dispute resolution; (3) Information Technology Enabled Services; (4) Refund claims and (5) Evaluation of sectoral reforms undertaken by the CBEC.
Based on demographics, with a share of 30 per cent of overall respondents, Maharashtra outnumbered all states. Delhi followed at number 2, with 11 per cent.
Sectoral responses showed that 46 per cent respondents were from the service industry, 39 per cent from manufacturing and 15 per cent from the trading community. This trend reveals the importance that service tax has acquired over the years, broadening the tax payer base and accounting for Rs 2, 11,456 crore which is 26 per cent of the Indirect Tax revenue, said CBEC.
According to the survey, 45 per cent of the respondents saw an attitudinal change in senior functionaries (Commissioner level and above); and 51 per cent acknowledged an improvement at the ground level, at the level of inspectors and above.
FICCI & KPMG have also given to the CBEC a top-10 wish list that they gathered from the respondents:
1. Infuse attitudinal changes
2. Focus on Tax evaders
3. Simplify Procedures
4. Fast track adjudication
5. Reduce litigation
6. Expedite refunds
7. Introduce e-communication
8. Improve website and IT Platform
9. Enhance training
10. Improve Office infrastructure
According to CBEC, in wake of widespread allegations of tax terrorism, which has most often been cited as a barrier to entry of foreign investment in manufacturing, the survey sought an opinion on whether the CBEC administration was becoming less adversarial. Nearly 32% of the respondents answered in the affirmative, which is indicative of an improving trend but does show that much needs to be done, acknowledged CBEC.
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