Nigeria: Tax Ombudsman to Launch Website, Toll-Free Call Centre for Complaints Handling

The Office of the Tax Ombudsman is set to roll out a dedicated website and toll-free call centre in the coming weeks, as part of efforts to improve access to tax complaint resolution services in Nigeria.

Chief Executive Officer, John Nwabueze, disclosed the development during a media briefing, noting that the new digital platforms will simplify how Nigerians engage with the office and lodge complaints.

According to him, the initiative is designed to enhance transparency and provide easier access to information on the ombudsman’s operations, particularly around the filing and resolution of tax-related disputes.

“The launch of our website and call centre will significantly improve how Nigerians reach us—whether online or via phone—making the process more accessible and efficient,” he said.

The call centre is being developed to handle multiple users simultaneously, with a rollover system that redirects calls to available lines to reduce congestion. Nwabueze added that measures are being put in place to minimise waiting times, although the system remains under development.

He confirmed that the service will be toll-free, with callers incurring no cost for accessing support, including an initial free call window.

Once operational, trained agents will assist users by collecting key identification details, such as Tax Identification Numbers (TIN) or National Identification Numbers (NIN), to retrieve records and resolve complaints efficiently.

Nwabueze explained that the Tax Ombudsman Office was established to strengthen tax compliance by offering a credible and accessible dispute resolution mechanism between taxpayers and revenue authorities.

“The office serves as a bridge between taxpayers and tax authorities, ensuring fairness, transparency, and trust in the tax system,” he said.

Beyond resolving individual complaints, the office also plays a broader role in identifying systemic challenges within tax administration and recommending reforms to improve efficiency and accountability.

He clarified that while the ombudsman provides an alternative dispute resolution channel, it does not replace formal legal institutions such as the courts or tax appeal tribunals.

Nwabueze was appointed Tax Ombudsman in December 2025 by President Bola Tinubu, in line with the provisions of the Joint Revenue Board of Nigeria (Establishment) Act, 2025.