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The South African Tax Service (Sars) has announced that it will introduce a number of new service offerings starting September 1 to assist taxpayers in the next phase of the individual filing season.
Sars emphasized that taxpayers are discouraged from coming to their offices where possible, but should continue to use the online electronic filing platform. Those who need help can also book with one of their agents via virtual appointment for a guided presentation experience to complete their submission.
“While we are determined to minimize the number of walk-ins in our branches, we are also prepared, as an absolute exception, to address the concerns of taxpayers who do not have access to any technology or who struggle with data problems. ”Sars said.
From September 1 to October 22, 2020, taxpayers can visit Sars branches for help completing and submitting their tax returns. However, they can only do so by appointment, due to social distancing requirements under lockdown regulations.
To help, Sars presents the following:
- A toll-free number for taxpayers to call and schedule branch office appointments. The number to call is 0800 11 7277. The opening hours are Monday, Tuesday, Thursday and Friday from 8:00 a.m. to 4:00 p.m. and Wednesday from 9:00 a.m. to 4:00 p.m.
- Improvements to the current eBooking system on the Sars website. As of September 1, the eBooking system will give the taxpayer the real-time confirmation of their reservation space with their case number and will also inform them of the supporting documents that they may need to take with them for their appointment. As of July 24, 2020, 14,201 eBookings have already been made through the Sars website.
- With both the toll-free number and the online eBooking system, taxpayers will have the option of booking a virtual session with a Sars agent, via video or voice call. This would be especially helpful for the elderly, disabled, or those who live far from a tax office. If they choose the video option, contributors will be sent a link to the video call that they can access on the day of the appointment. For video calls, taxpayers will be required to have a smartphone with a camera or a personal computer (PC) with a camera to start and end a video appointment. No special software is needed for this virtual engagement.
Sars says it will call certain taxpayers who have been sent self-assessment SMS and have not responded. The call will be to find out why they have not accepted your self-assessments and to help them accept or edit your statement and submit it on your behalf. These contributors:
- All have been automatically evaluated;
- Have a refund due to them;
- They filed their statements at a branch last year;
- I have not responded to a self-assessment SMS.
Sars says that as of July 31, 2020, it had sent more than 3 million self-assessment SMS to taxpayers. As of August 27, 500 322 taxpayers had accepted the result of the self-assessment so far. This means that 51% of those who had been selected for the self-assessment and have already submitted, accepted the result, while 49% chose to edit and submit their return.
Sars says they have been monitoring their social media channels and have noticed the following:
- Some taxpayers have complained about long wait times when calling the Contact Center, which is often the case during this initial phase of the filing season. However, taxpayers can use other consultation channels instead of calling the Contact Center, namely: go to the Sars website (www.sars.gov.za), click Contact Us> Contact SARS by mail email / fax or post.
- Refund deadlines: Taxpayers are reminded that if their appraisal was not selected for audit or verification, they can expect a refund (if due) within three business days. If selected for audit or verification, the process must be completed within 21 business days from the date all required supporting documents are received. Once they have received a termination notification from Sars, they can expect a refund within three business days.
- There are many inquiries about people who are rejected for Sassa grants, as it indicates that they are registered with Sars for PAYE or are receiving income. According to Sassa, to qualify for the grant, you must be unemployed (have no source of income) and not receive any other grant. If this is not correct, those affected should email Sassa at [email protected].
Sars requested that taxpayers try to file from the comfort of their home; if you need help, visit their website www.sars.gov.za, call their contact center at 0800 00 7277 or the new toll-free number 0800 11 7277 to make branch reservations.
(Compiled by Carina Koen)
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