SARS Complaints Contact Details

Quick answer: who this complaint route helps

If you are experiencing service, administrative, or procedural delays with the South African Revenue Service (SARS), the SARS complaints contact details route provides a formal pathway to resolve your issue. This process is designed for taxpayers, tax practitioners, and entities who have already tried standard SARS service channels (such as eFiling or general Contact Centre queries) without receiving a resolution or feedback within reasonable timeframes.

Before lodging a formal complaint, always verify that your query is administrative or service-related rather than a dispute regarding a tax assessment, tax law, or official policy. The primary official route for SARS internal complaints is through the SARS Complaints Management Office (CMO). Always check the official SARS portal (www.sars.gov.za) before submitting documentation to confirm contact numbers and online submission links.

When to use this complaint route

In South Africa, tax-related complaints follow a structured sequence. You should use the official SARS internal complaint channels before escalating to outside regulatory or oversight bodies like the Office of the Tax Ombud (OTO).

Use the SARS Complaints Management Office when you experience:

• Unreasonable service delays: Egregious delays in processing refunds, estate assessments, or profile updates beyond standard SARS turn-around times.
• Procedural failures: Incorrect handling of tax documents, lost files, or failure by SARS staff to adhere to established operational guidelines.
• Administrative errors: Account balance miscalculations, unallocated payments, or system glitches affecting your tax compliance status.
• Poor customer service: Unprofessional conduct, unhelpful branch interactions, or lack of response to logged query reference numbers.

Important: Formal complaints do not replace legal objections or appeals. If you disagree with an assessment amount, tax liability calculation, or disallowance of deductions, you must follow the formal Dispute Resolution / Objection (NOO) process via eFiling rather than submitting a service complaint.

What to do before escalating

Before initiating a formal complaint with SARS or escalating externally, ensure you have completed the fundamental prerequisite steps.

1. Log a General Query First: Contact the standard SARS Contact Centre (0800 00 7277), visit a local branch, or log an online query via the SARS eFiling portal.
2. Obtain and Record a Case Number: Every query logged with SARS generates an official case or reference number. You cannot lodge a formal complaint without a prior valid SARS case number.
3. Allow the Turnaround Time to Lapse: SARS standard operating procedures assign turnaround times for various queries. Wait for the designated service window to expire before lodging a complaint.
4. Gather Written Proof: Save all email threads, eFiling query acknowledgments, system error screenshots, and proof of submitted documents.

If you are unsure whether your issue qualifies for escalation or need to check oversight rules, refer to how to verify ombudsman contact details.

How to lodge the complaint

SARS provides multiple direct, official channels for lodging service complaints:

Channel	Contact Route / Action	Details
SARS eFiling (Recommended)	Online Portal (www.sars.gov.za)	Log in, navigate to Services, select Complaints, and complete the online form.
SARS Complaints Toll-Free Line	0800 12 12 16	Call the Complaints Management Office (CMO) toll-free.
SARS Branch Visit	In-person at a SARS Service Centre	Make an eBooking appointment online and request a consultant to lodge a formal complaint on your behalf.

Escalating Unresolved Matters

If SARS does not resolve your formal complaint within 21 business days, or if you receive an unsatisfactory resolution from the SARS CMO, you can escalate the matter to an independent oversight body.

• Internal Escalation: Request a review through the SARS Complaints Management Office using your original complaint reference number.
• External Ombud Escalation: File a complaint with the Office of the Tax Ombud (OTO). The OTO is an independent statutory body established under the Tax Administration Act to review service and administrative failures free of charge. Contact the OTO toll-free at 0800 662 837 or via email at [email protected].

What information to prepare

To ensure your complaint is logged accurately and processed without administrative rejection, prepare the following details before starting:

What information should I prepare?

• Tax Identifiers: Your Income Tax Reference Number, VAT registration number, PAYE number, or Customs Code.
• Personal & Entity Identification: South African ID number, Passport number, or Company Registration Number (CIPC).
• Original SARS Case Number: The case or reference number issued during your initial interaction with SARS.
• Chronological Summary: A brief, clear timeline outlining when you first logged the query, actions taken by SARS, and how the delay or error impacted you.
• Supporting Documents:
  • Proof of correspondence (emails, SMS notices, eFiling notifications).
  • Relevant tax period (e.g., 2024 tax year).
  • Proof of payment or bank statement excerpts (if resolving unallocated payments).

Scam Warning: SARS will never ask for your eFiling password, banking PIN, or One-Time Pins (OTPs) over the phone, email, or WhatsApp. Always ensure you are on the official domain (sars.gov.za) before entering confidential details. Beware of phishing scams claiming to offer instant SARS refunds via third-party WhatsApp numbers or suspicious email links.

Follow-up and reference numbers

Once you submit a complaint via eFiling, the CMO hotline, or a branch, SARS generates a dedicated Complaint Reference Number.

Useful Next Steps for Tracking Your Complaint

1. Save the Reference Number: Keep an electronic and physical copy of your new complaint reference number along with the submission date.
2. Monitor the 21-Day Service Window: SARS aims to investigate and resolve formal CMO complaints within 21 business days.
3. Check Status via eFiling: Log into eFiling periodically to check for case updates or notices requesting additional documentation.
4. Follow Up: If you receive no update after 21 business days, call the CMO toll-free number (0800 12 12 16) or prepare your file for submission to the Tax Ombud.

If your dispute involves outstanding tax returns or unverified assessments, you can read our guide on SARS complaint not resolved or check specific refund procedures on SARS refund delay complaint. For broader institutional guidance, visit the Tax Complaints Hub.

Related complaint routes

If your dispute involves financial institutions, direct debits, tax-related bank holds, or external administrative bodies, you may need to consult adjacent complaint portals:

• Complaints Contact Pages — Parent section for South African support and complaint routing.
• Bank Complaints Contact Details — Guidance for handling bank account freezes, unverified debit orders, or financial disputes with commercial banks.
• Banking Ombudsman Contact Details — Independent escalation route for unresolved banking customer service disputes (NBSA/NFO).

FAQs

How do I submit a sars complaints contact details complaint?

You can submit a formal complaint directly through SARS eFiling under the Services > Complaints tab, by calling the SARS Complaints Management Office toll-free at 0800 12 12 16, or by visiting a SARS branch. Ensure you have an existing SARS case number before logging your complaint.

When should I escalate a sars complaints contact details complaint?

You should escalate your complaint to the independent Office of the Tax Ombud (OTO) if SARS has not resolved your formal complaint within 21 business days, or if you receive an unsatisfactory administrative outcome.

What proof should I keep for a sars complaints contact details complaint?

Keep all SARS initial case numbers, complaint reference numbers, timestamps, email communications, eFiling notifications, screenshots of portal errors, and relevant bank or payment confirmations.

What is the official way to handle sars complaints contact details?

The official procedure requires you to first try normal SARS service channels, obtain a case reference number, lodge a formal internal complaint through the Complaints Management Office (CMO), and finally escalate to the Tax Ombud if the internal process fails. Always verify contact numbers on sars.gov.za before sharing personal information.

What information should I prepare for sars complaints contact details?

Prepare your Income Tax Reference Number, South African ID or Passport number, initial SARS case number, a concise timeline of events, and all supporting documentation regarding the administrative issue.