Tax Justice Reviews KIRS’ Grievance Redress Mechanism in Kano
By Mustapha Salisu
The Tax Justice and Governance Platform (TJ&GP), Kano Chapter, has conducted a performance review of the Grievance Redress Mechanism (GRM) system implemented by the Kano State Internal Revenue Service (KIRS) on Tuesday.
The session took place at the Revenue House, Kano, and brought together stakeholders to assess the system’s effectiveness in handling taxpayer complaints.
Dr. Tijani Ahmad, a research fellow at the African Centre for Tax and Governance, who spoke on behalf of TJ&GP, described the review as timely and necessary.
He explained that the GRM, introduced two years ago, provides a structured platform for taxpayers to submit grievances and receive resolutions.
“Today’s interaction is about assessing the level of performance of the grievance redress mechanism. Based on the different components of our assessment, we can say that KIRS has recorded high performance in the implementation of this system,” Dr. Ahmad stated.
However, he noted that certain gaps remain particularly around public awareness and institutional capacity. “Despite improvement from last year to this year, many taxpayers are still unaware of the existence of the GRM. There is an awareness gap that needs to be addressed,” he added.
Dr. Ahmad also pointed out capacity limitations, attributing them to the ongoing reforms within KIRS, which involve staff transfers from various ministries and departments. He recommended targeted training to bridge this gap.
Emphasizing the importance of user-centered service delivery, Dr. Ahmad urged the revenue agency to prioritize taxpayer experience over mere service provision. “Providing accurate information and transparency is vital, but beyond that, understanding and acting on taxpayer experience should guide KIRS’s future decisions,” he said.
On his part, Malam Muhammad Abba Aliyu, Executive Director of Compliance and Enforcement at KIRS, acknowledged the progress recorded so far through the GRM while describing the review process as productive and noted that the agency had taken stock of its performance across various metrics.
“Yes, there were a few gaps identified, but we are optimistic about addressing them soon. One key area we intend to improve is our level of engagement with taxpayers. By doing so, we hope to enhance compliance and satisfaction” Malam Aliyu said.
He also emphasized the importance of continuous performance evaluation, suggesting quarterly reviews to ensure KIRS remains on track in delivering efficient and responsive services.
Malam Aliyu extended appreciation to the Tax Justice and Governance Platform for their consistent support and advocacy.
He also urged taxpayers to be more compliant with assessments and payments to enable the state to meet its revenue targets and execute its developmental programs.
