Pulse.ng : Inclusive Taxation: Kaduna State Strengthens Grievance Redress Mechanism for Enhanced Citizen Engagement

By Sani Idris Abdulrahman

Kaduna State has taken significant steps to improve its Taxpayer Grievance Redress Mechanism (GRM) with a focus on gender responsiveness and inclusivity by reviewing it's data framework.

The two-day review workshop organized by the Tax Justice and Governance Platform (TJ&GP) in collaboration with the Kaduna State Internal Revenue Service (KADIRS), was supported by the Christian Aid Nigeria and the Civil Society Legislative Advocacy Centre (CISLAC).

The workshop, themed “Strengthening Gender-Responsive and Inclusive Taxpayer Grievance Redress in Kaduna,” aimed to assess the effectiveness of the existing grievance system and develop a framework to ensure that it better serves all taxpayers, especially women, persons with disabilities, and other vulnerable groups.

In his opening remarks, Simeon Olatude, Coordinator of TJ&GP in Kaduna, emphasized the importance of creating an inclusive and responsive system that genuinely serves the community.

“We derive great satisfaction from the engagement we receive on our platforms and social media. It makes me happy to know that we are doing so much for our community,” Olatude said.

He stressed that tax payments should be seen as investments in state development and that taxpayers must feel that their contributions are valued and effectively utilized.

He noted the challenges many people face in navigating payment platforms and accessing support, highlighting the need for a stronger grievance mechanism.

Dr. Lawal Muhammad, Executive Director of Revenue Operations at KADIRS, acknowledged the ongoing efforts to improve the service.

He revealed that while the Interactive Voice Response (IVR) system is yet to be perfected to deliver a fully autonomous, round-the-clock service, it is already operational and will continue to be enhanced.

“Yes, we have not perfected the IVR to provide that four-hour service, but at least it is in place now. We hope that we will be able to get that fully functional so that we can give our taxpayers 24-hour service in terms of complaints and overall service delivery,” he stated.

Dr. Lawal praised the longstanding partnership between KADIRS and organizations like Tax Justice and Christian Aid, acknowledging their support in improving tax administration and grievance redress mechanisms over the years.

He also highlighted the committee’s plans to extend awareness and feedback collection activities beyond the headquarters to area offices across the state.

According to him, each department and unit will play a critical role in ensuring the system becomes more accessible and efficient.

The workshop provided an opportunity for participants to discuss strategies for integrating gender-disaggregated data in grievance reporting and response, as well as to strengthen institutional capacity through training and accountability tools.

Stakeholders expressed optimism that the outcomes of the workshop would lead to a more inclusive, transparent, and citizen-centered tax system in Kaduna State.