The Federal Tax Ombudsman (FTO) recorded a landmark 35,716 complaints against the Federal Board of Revenue (FBR) during January–December 2025, reflecting a significant increase in taxpayer engagement with the grievance redressal system. Outgoing FTO Dr Asif Mehmood Jah, while addressing a press conference at the FTO Secretariat, highlighted the institution’s achievements over the past year, emphasizing swift resolution and substantial recoveries.
According to Dr Jah, the FTO managed recoveries exceeding Rs 23 billion in 2025, with complaints resolved on average within 34 days. These figures mark a dramatic rise compared to previous years; in 2021, the FTO received 2,867 complaints, followed by 6,106 in 2022, 7,889 in 2023, and 12,742 in 2024. This trend underscores the growing confidence of taxpayers in the FTO’s ability to address grievances efficiently.
Dr Jah noted that 98 percent of the FTO’s recommendations were implemented by the FBR during 2025. Of these, approximately 97 percent were upheld by the President of Pakistan, while the remainder were either slightly modified or remanded. Over the course of Dr Jah’s four-year tenure, the FTO handled a total of 64,664 complaints, surpassing the cumulative total of 37,118 complaints recorded across the previous five tenures spanning 21 years.
During his tenure, Dr Jah also held key positions in international and national forums, serving as Secretary General of the OIC Ombudsman Association (OICOA) and President of the Forum of Pakistan Ombudsman (FPO), which represents all 14 Ombudsman offices across Pakistan.
Among notable initiatives introduced under his leadership is the Diplomatic Grievance Redressal Cell, aimed at promptly addressing tax-related grievances of the diplomatic community in Islamabad. The FTO hosted several seminars with diplomatic representatives, strengthening engagement and facilitating faster resolution of complaints. Dr Jah highlighted that countries such as Bangladesh and Tanzania are now exploring similar tax ombudsman models, inspired by Pakistan’s successful framework.
Youth development and public sector capacity building were also key priorities. The FTO Secretariat conducted one of the largest internship programs in Pakistan’s public sector, providing over 150 young participants in 2025 with structured exposure to complaint handling, research, outreach, and inter-institutional coordination. The program reflects the FTO’s commitment to cultivating future professionals familiar with governance and grievance redressal mechanisms.
Overall, the record number of complaints and high rate of implementation of recommendations signal an enhanced trust in Pakistan’s tax oversight system, with the FTO emerging as a crucial institution in fostering accountability and transparency within the Federal Board of Revenue.
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