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The Office of the Tax Ombud has reaffirmed its commitment to promoting fairness, transparency and accountability in Nigeria’s tax system as it strengthens its role in resolving disputes between taxpayers and revenue authorities.
The Tax Ombud and Chief Executive Officer of the Office, Dr John Nwabueze, disclosed this at the third-quarter Breakfast Meeting with business editors in Lagos, where he outlined the institution’s progress, expanding capabilities and plans to improve taxpayer access to its services.
Tax Ombud expands digital complaint channels
Nwabueze said the Office had made significant progress in improving access to its services through the introduction of a digital complaints portal, case management system, toll-free call centre and SMS callback services.
According to him, the new channels have simplified the process for individuals and businesses to submit complaints and receive timely responses and resolutions.
“Within three months, the Office received over 20 genuine complaints, most of them involving state revenue services. Of these, eight have been successfully resolved, all within the statutory 14-day resolution period, with provision for an additional seven days where necessary,” Nwabueze said.
He added that the Office had strengthened the capacity of its accountants and legal experts to manage increasingly complex tax matters, including potential disputes involving the taxation of digital assets.
“The Office has expanded capacity of its skilled accountants and legal experts to handle complex tax matters, including disputes relating to digital asset taxation, should such cases arise,” he said.
The Office is also planning to establish offices across Nigeria’s six geopolitical zones to improve access to tax dispute resolution services at the grassroots.
Tackling multiple taxation through engagement
Nwabueze said the Tax Ombud had intensified engagement with professional bodies, the media, revenue authorities and other stakeholders as part of efforts to address systemic challenges within the tax administration framework.
The Office is also planning a nationwide public sensitisation campaign to improve awareness of taxpayer rights and address persistent concerns, including multiple taxation.
According to the Tax Ombud, multiple taxation, particularly at the state and local government levels, remains an issue receiving attention from the Federal Government.
“Multiple taxation is an endemic issue that we are determined to address by engaging all relevant stakeholders, including the Joint Revenue Board, state governments, and local government authorities. Through collaboration and policy engagement, we are working towards sustainable solutions,” he said.
Nwabueze also commended President Bola Tinubu for establishing an independent tax ombudsman institution, which he said would support voluntary tax compliance and strengthen public trust in tax administration.
Taxpayer awareness remains a priority
The Tax Ombud reiterated that the Office’s core mandate is to provide impartial mediation between taxpayers and tax authorities while promoting fairness, accountability and justice within the tax system.
He identified public awareness as one of the institution’s major challenges and called on the media and other stakeholders to support efforts to make taxpayers more familiar with the Office and its services.
“Public awareness remains our greatest challenge,” Nwabueze said. “We urge the media and all stakeholders to help disseminate information about our services so that every Nigerian taxpayer is aware of their rights and knows where to seek redress whenever necessary.”
The Office’s expanding digital complaint infrastructure, wider stakeholder engagement and preparation for emerging areas such as digital asset taxation point to a broader effort to make tax dispute resolution more accessible as Nigeria’s tax environment becomes increasingly complex.
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