- R167.9 million in top refunds provided, with 99.33 percent of recommendations followed by the South African Revenue Service.
- Direct taxpayer complaints increased to 97.6 percent, and total contacts reached 18 576.
- A systemic investigation into eFiling profile hijackings is underway, supported by public input and ministerial approval.
Between April 2024 and March 2025, the Tax Ombud annual report 2024/25 shows the Office helped taxpayers receive over R167.9 million in top refunds.
Most of these refunds were related to VAT, payroll tax, and corporate income tax. Although this amount is slightly lower than the previous year’s R179 million, the Tax Ombud annual report 2024/25 highlights a developing system where taxpayers are better informed and the South African Revenue Service is more responsive.
The Office of the Tax Ombud received 4 847 formal complaints and 13 729 queries, totaling 18 576 contacts. That is a 9.18 percent increase from the previous year. Notably, 97.6 percent of complaints came directly from taxpayers, up from 76 percent. This change points to growing public trust in the Office of the Tax Ombud as an independent and accessible option for getting help.
“We are seeing a shift in how people engage with the tax system,” said Acting Chief Executive Officer Mmamelao Moira Malakalaka. “They are not just relying on tax practitioners anymore. They are coming to us directly, and that tells us they believe in our independence.”
Faster resolutions, stronger enforcement
The Office of the Tax Ombud’s Complaints Management Framework is now fully in place, and it is producing results. The office acknowledged 98.10 percent of complaints within two business days, reviewed 98.37 percent within eight business days, and finalized 99 percent of close-out reports within four business days.
Of the 2 707 complaints needing action, 2 390 were resolved. Only 16 were closed without implementation. The number of unresolved complaints dropped by 40.5 percent, and the rate of recommendations followed within 15 days increased from 29.98 percent to 43.01 percent.
A key factor in this improvement was the use of Section 20(2) notices. These require the South African Revenue Service to explain why it has not acted on a recommendation. The Office of the Tax Ombud issued 391 such notices during the year.
eFiling hijackings under investigation
One of the most pressing issues in 2024/25 was the rise in complaints about eFiling profile hijackings. Taxpayers reported losing access to their profiles, often finding out about the breaches only after fraudulent returns were submitted.
In response, the Office of the Tax Ombud sought and received approval from the Minister of Finance to start a systemic investigation. This investigation was guided by a public workshop and a targeted survey completed by 393 taxpayers and practitioners.
“We are not just reacting,” said Tax Ombud Yanga Mputa. “We are investigating. This is about protecting people from digital exploitation and ensuring the South African Revenue Service systems are secure.”
The investigation is still ongoing, and the final report will be published in the next annual cycle.
Outreach, education and digital reach
The Office of the Tax Ombud far exceeded its outreach goals. It carried out 264 community outreach activities, achieving 186 percent of its annual target. It also held 121 stakeholder engagements, reaching 177.94 percent of its target.
The “Be a Smart Taxpayer” campaign reached over 573 000 Facebook users and created nearly one million impressions. Digital platforms generated over 567 000 impressions with high click-through rates, attracting visitors to the Office of the Tax Ombud website and raising public awareness.
Clean audits and internal reform in the Tax Ombud annual report 2024/25
For the third year in a row, the Office of the Tax Ombud received a clean audit from the Auditor-General of South Africa. This confirms the institution’s commitment to good governance, accurate reporting, and internal controls.
In July 2024, the Office of the Tax Ombud set up a new Audit and Risk Committee to improve oversight. It also started implementing recommendations from a workflow analysis done in late 2023. These changes have already enhanced responsiveness in the Contact Centre Unit, with more improvements expected in the next financial year.
Get your news on the go. Click here to follow the Conviction WhatsApp channel.
