The Bureau of Internal Revenue (BIR) resolved all taxpayer concerns referred through two government complaint channels within the prescribed 72-hour period in the first half of 2026, highlighting the agency’s response performance as it pursues reforms in taxpayer services.
The BIR posted a 100 percent resolution and compliance rate for referrals from the Presidential 8888 Citizens’ Complaint Center and the Civil Service Commission’s Contact Center ng Bayan (CCB) from January to June.
Through the 8888 hotline, the bureau received 778 referrals during the six-month period, all of which were acted on and closed within the required timeframe. No delayed cases were recorded.
Monthly referrals ranged from 106 in January to a high of 159 in May, with cases resolved matching referrals each month.
The BIR also resolved all 59 cases referred through the CCB within 72 hours, including 17 classified as complaints.
The results show the bureau maintained its response standard despite fluctuations in complaint volumes, giving taxpayers a defined timeframe for concerns elevated through government feedback mechanisms.
BIR Commissioner Charlito Martin Mendoza credited frontline personnel and other employees involved in processing the referrals.
“I thank and congratulate our frontline personnel and everyone who worked together to make sure these concerns were acted upon promptly and properly,” Mendoza said.
He urged BIR personnel to sustain the performance and ensure taxpayer concerns continue to receive “timely and appropriate action.”
The BIR said the results support its Service Excellence and Stakeholder Engagement agenda, which seeks to make interactions between the bureau and taxpayers more responsive.
The agency’s 100 percent compliance rate covers referrals received through the two government feedback channels during the January-to-June period and does not indicate that all taxpayer concerns filed through other channels were resolved within the same timeframe.
