Introduction: A renewed push for trust in tax administration
The Tanzania Revenue Authority (TRA) is intensifying its efforts to strengthen the relationship between tax collectors and the public. In a move aimed at restoring and boosting confidence in tax administration, TRA has directed its staff to prioritize professional, lawful, and customer-friendly service. The initiative follows recent remarks from President Samia Suluhu Hassan emphasizing good governance and responsive public service.
Background: Why trust matters for tax collection
Tax compliance hinges on more than rates and penalties; it relies on the public’s belief that the tax system is fair, transparent, and well managed. When taxpayers perceive authorities as respectful and legitimate, voluntary compliance tends to rise. In Tanzania, where the economy is evolving and households and businesses face varied pressures, building trust is essential to widening the tax base and reducing informal activity.
The TRA directive: What the staff are being asked to do
TRA’s directive focuses on three core areas: professionalism, adherence to the law, and proactive customer service. Frontline officers are urged to communicate clearly, explain tax obligations in plain language, and guide taxpayers through the procedures for filing, payment, and dispute resolution. Internal communications emphasize accountability, with managers expected to model ethical behavior and ensure that all interactions with taxpayers are respectful and compliant with the law.
Officials confirm that the initiative is not about soft policing but about strengthening the social contract between the state and its contributors. By making processes more predictable and easier to navigate, TRA hopes to reduce friction and perceptions of harassment, delays, or arbitrary treatment.
What this means for taxpayers
For the average taxpayer, the changes aim to translate into tangible improvements: shorter wait times, clearer guidance on taxable income, and straightforward pathways to resolve issues. Businesses will benefit from better access to information on value-added tax, excise duties, and corporate taxes. Individuals and small traders can expect more supportive assistance when navigating digital filing systems, payment options, and audit procedures.
Political and public support: President’s role in shaping public service
The directive comes in the wake of statements by President Samia Suluhu Hassan, who urged government agencies to deliver services in a manner that is responsive and accountable. The president’s stance reinforces the alignment between high-level policy directions and the daily practices of tax officials. When national leadership prioritizes customer service and lawful behavior, agencies are incentivized to embed these values in training, performance metrics, and daily operations.
Implementation: How TRA plans to operationalize the shift
Implementation steps include enhanced training for staff on customer service etiquette, clear desk guides on legal requirements, and standardized complaint handling procedures to ensure fairness and timeliness. TRA is also exploring feedback channels—anonymous surveys, citizen service hotlines, and digital tools—that allow taxpayers to report experiences and suggest improvements. The goal is a continuous improvement loop where feedback leads to concrete changes in how services are delivered.
Monitoring success: Metrics and accountability
To measure progress, TRA plans to track indicators such as taxpayer satisfaction scores, processing times for filings, accuracy of tax computations, and the rate of successful dispute resolutions. Regular audits and supervisory reviews will help ensure that the service standards are maintained across regional offices and online platforms. Importantly, positive shifts in trust are expected to correlate with higher voluntary compliance, yielding a more sustainable tax effort for national development.
Conclusion: A culture shift with long-term benefits
By directing staff to engage taxpayers professionally and within the framework of the law, TRA is signaling a broader shift toward a more trusted and efficient tax system in Tanzania. If implemented effectively, this approach could serve as a model for how public revenue authorities can build legitimacy through everyday interactions, turning tax collection from a compliance obligation into a collaborative partnership for development.
