Page 622 - Juta's Indirect Tax

SARS Language Policy
7.2. lt is important to note that English, being the transactional language, will have a presence in all provinces. Below are the chosen languages per province:
• Eastern Cape: isiXhosa, Afrikaans, English
• Free State: Sesotho, Afrikaans, English
• Gauteng: isiZulu, English, Afrikaans, Sesotho
• KwaZulu Natal: isiZulu, English
• Limpopo: Sepedi, Xitsonga, Tshivenda, English
• Mpumalanga: siSwati, isiZulu, Xitsonga, isiNdebele, English • North West: Setswana, Afrikaans, English
• Northern Cape: Afrikaans, Setswana, English
• Western Cape: Afrikaans, isiXhosa, English
7.3. The income tax return (ITR12) - the main income tax return for individual taxpayers will be made available in all 11 of cial languages through the SARS Contact Centre self-service option (IVR). These printed forms will be sent to taxpayers who requested them via the Contact Centre. lt must be noted that communication with a Contact Centre Agent will be in English.
7.4. SARS staff will endeavour to assist taxpayers across the counter in a branch in the of cial languages of the province where the branch is situated depending on the staf ng and capacity regime in each branch.
7.5. A taxpayer, who wants written or published information in an of cial language, where that communication or information is not being provided in that language, may request that such communication or information be provided in such of cial language.
7.6. Such request must be in writing in the language being requested and received by SARS at least 60 days prior to the communication or information being required.
7.7. Customs staff at ports of entry will be able to assist travellers in English and the of cial languages of the province in which the port is situated, depending on the staf ng and capacity regime at the port.
7.8. SARS will publish speci c notices in relevant foreign languages at ports of entry.
7.9. English will be used in hearings and other of cial proceedings unless there is a request to provide interpretation
services in another of cial language.
7.10. SARS will use South African Sign Language interpretation at branches on a rotational basis and according to a
predetermined schedule. SARS will also make documents in Braille available on request. SARS will in future also provide sign language versions of educational videos when these are produced for tax education purposes.
9. ACCESS
9.1. SARS will publish this policy in all of cial languages on the SARS website from where it can be downloaded. 9.2. In addition, printed summaries will be available in all of cial languages at SARS branches and ports of entry.
10. COMPLAINTS MECHANISM
10.1. Any person who is dissatis ed with a decision of SARS regarding its use of of cial languages may lodge a
complaint addressed to the Commissioner for SARS.
10.2. A complaint must be delivered to the street address of the head of ce of SARS, or by registered post, or by
fax or email.
10.3. The complaint must be in writing, be lodged within three months of the complaint arising, state the name,
address and contact information of the person lodging the complaint and provide a full and detailed description
of the complaint.
10.4. A senior SARS of cial duly authorised by the Commissioner for SARS must consider the complaint and
make a decision, no later than three months after the complaint was lodged; and inform the complainant in
writing of the decision.
10.5. A complainant not satis ed with the decision may lodge an appeal to Commissioner for SARS or the Minister
of Finance within one month of the decision.
10.6. The appeal must be in writing and lodged within one month of the decision, state the name, address and
contact information of the person lodging the appeal and provide a full and detailed description of the
complaint.
10.7. The Commissioner for SARS or the Minister of Finance shall consider the appeal and make a decision, no
later than three months after the appeal was lodged and inform the appellant in writing of the decision.
11. CONTACT INFORMATION
LANGUAGE UNIT
8.
SARS will provide resources for the establishment of a SARS Language Unit, which will be part of the Communication division.
Street address: Postal address: Fax number: Email address: Telephone:
Lehae la SARS, 299 Bronkhorst Street, Brooklyn, Pretoria Private Bag X923, Pretoria, 0001
012 422 5206
language@sars.gov.za
012 422 8596
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Juta’s IndIrect tax 2016