UAE Federal Tax Authority Upgrades Three Key Services


The UAE Federal Tax Authority has streamlined actions to expedite service delivery and enhance customer satisfaction under the Government Service 2.0 Framework.

In a strategic maneuver aimed at advancing excellence in customer service, the Federal Tax Authority (FTA) has implemented upgrades to three vital services, aligning them with the UAE’s forward-looking ‘Government Services 2.0’ framework. This initiative is part of the Government Services Quality Charter, which aims to enhance the efficiency and effectiveness of public services, ensuring a seamless and user-friendly experience for all customers.

In a press release end of March, the FTA unveiled the successful execution of three transformative strategies targeting the improvement of services related to “Tax Refund for UAE Nationals Building New Residences,” “Issuance of Tax Certificates,” and “Excise Goods Registration Inquiry Response.”

H.E. Khalid Ali Al Bustani, the Director General of the Federal Tax Authority, stressed that this initiative underscores the FTA’s dedication to elevating service standards to meet the highest global benchmarks and practices outlined in the Government Services Quality Charter.

Al Bustani elaborated, stating that the FTA has significantly intensified its efforts to implement a comprehensive plan aligned with the Government Services Quality Charter. It has introduced effective transformation measures to expedite the completion of three priority services, streamlining documentation requirements to deliver tangible outcomes swiftly and enhance the customer experience.

To simplify procedures and improve integration with other systems and entities, the FTA has streamlined the process for the ‘Issuance of Tax Certificates,’ expediting their issuance and enhancing customer experience. This includes issuing Tax Residency Certificates to enable applicants to benefit from tax treaties involving the UAE, as well as certificates for business activities. Furthermore, the FTA has enhanced the ‘Excise Goods Registration Inquiry Response’ service to provide better customer experiences and offer information about the Authority’s services through electronic systems via a single channel.

Streamlined process for three services

The Federal Tax Authority has made changes to the delivery of three key services. These include reducing the processing time for “Tax Refund for UAE Nationals Building New Residences” from 25 to 20 minutes, cutting steps from 6 to 5, and reducing fields from 35 to 28. Additionally, the FTA has improved the website’s search feature to include a direct service application link on the most visited pages, simplifying access. Mandatory fields in the application process have been reduced to expedite applications using essential information from the UAE Pass.

For the ‘Issuance of Tax Certificates’ service, the number of necessary documents has been reduced from 6 to 5, and fields decreased from 12 to 9. Key enhancements include refining the website’s search feature for easier access to the service login link, automating data verification through electronic linkage, enabling requests for multiple certificate copies, integration with the UAE Pass, and providing an Electronic Seal on the Digital Certificate for authenticity and validation.

The Federal Tax Authority clarified that for the “Excise Goods Registration Inquiry Response” service, the application time has been reduced from 5 minutes to 2 minutes, and service delivery time from 2 days to 5 minutes. Key enhancements include providing immediate responses to customer inquiries without redirection to the FTA’s partners’ websites, saving customers’ time accessing inquiry services, and offering information about the FTA’s services through its partners’ platforms.

FTA services are only available through UAE Pass. Register for the UAE Pass here. UAE PASS provides a “secure national digital identity for citizens, residents, and visitors in UAE, enabling them to access many online services across various sectors, in addition to providing features such as signing and verifying documents digitally, requesting digital versions of official documents, and using the same in applying for services from our partners.”

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