The Grievance Cell receives the grievance petitions of the public and redresses the same.

1. The assessees file the grievance petitions at the main Information and Facilitation Counter.​
2. The assessees send their petitions by post to the Grievance Cell.
3. The assessees email their petitions to the Public Relations Officer.

On receipt of the petition, a Registration Number is allotted and entered in the Register. This number is immediately communicated to the Petitioner and the Petitioner is assured that the grievance is being redressed. The mechanism for grievance redressal is enclosed as an Annexure.

Since the entire Grievance Cell works in an computerized environment, the status of each petition is constantly monitored and reminders issued to the Assessing Officers from time to time. Petitions received from the Prime Minister's Office/Finance Minister's Office or the Central Board of Direct Taxes/Ombusman are treated as TOP PRIORITY and redressed on priority basis.

Grievance petitions are also received online through Public Grievance Portal(CPGRAMS). The petitions received online is immediately forwarded to the subordinate offices on the day of receipt of such petitions in the portal. Feedback report received from the subordinate offices are also uploaded immediately.

1. The Grievance Cell Officer working under the Pr. Chief Commissioner of Income-tax, Bangalore is as under:
   • Shri. ALEX MATHEW Income-tax Officer(GC)
     C.R.Buildings, Queen's Road Bangalore – 560 001
   • Ph : 080-22868044
   • Fax : 080-22865639
   • Mob : 08762300807
   • Email: itprbangalore@gmail.com
2. The Grievance Cell Officer working under the Chief Commissioner of Income-tax, Hubli is as under:
   • Shri RAGHURAMAN M Income-tax Officer(GC),
     C R Buildings, Navanagar,
     Hubli – 580 025
   • Ph : 0836-2225010
   • Fax : 0836-2225010
   • Mob : 9448801009
   • Email: itotechccithubli@gmail.com
3. The Grievance Cell Officer working under the Chief Commissioner of Income-tax, Panaji is as under:
   • Smt. NEETA G. MANGESHKAR Income-tax Officer(GC),
     Plot No.5 EDC Complex, Patto Plaza,
     Panaji – 403 001.
   • Ph : 0832-2438450
   • Fax : 0832-2438450
   • Mob : 09403687316
   • Email: adminccitpanaji@gmail.com

GRIEVANCE REDRESSAL MECHANISM PROCEDURE

The Grievance Cell is headed by the Public Relations Officer who works directly under the supervision of the Pr. Chief Commissioner of Income-tax, Bangalore.

The petitions are received at the main Information and Facilitation Counter, in person, by post and by email in the office of Public Relations Officer, Bangalore.

On receipt of the petition, Registration Number is allotted and entered in the Register. This number is immediately communicated to the Petitioner by way of letter/email and the Petitioner is assured that the grievance is being redressed.

W.E.F. 01/08/2004, the Grievance Cell has devised a procedure for easy and speedy redressal of Grievance Petitions. As per this procedure, after registering the grievance petition, a copy of the petition along with a covering letter in GREEN SHEET is sent to the Assessing Officer concerned calling for a Feed Back Report with a copy endorsed to the Range Head concerned. The petitions sent by the grievance cell will have to be acknowledged personally by the officer concerned or in his absence by the Inspector or by any staff attached to his section. The assessing Officer is required to attend to the grievance petition and send a feedback report within 3 weeks of receipt of the green sheet. If no report is received within three weeks, the Grievance Cell forwards the details to Range Head concerned with a letter in PINK SHEET requesting the Range Head to take necessary action to address the grievance and to ensure that the reports in those cases are sent to the grievance cell within two weeks. The files of such cases are pasted with PINK COLOUR STICKER. Hence, escalation to the next level occurs after a period of three weeks. If the grievances are not redressed within two weeks from the date of receipt of the pink sheet by the Range Head concerned, the grievance file is put up to the Commissioner concerned for personally monitoring the case and to issue necessary directions and such files are pasted with GREEN COLOUR STICKER for easy identification. This signifies escalation at the second level. Further, if the grievances are not redressed within two weeks from the date of monitoring by the Commissioner concerned, the same are put up for monitoring to the Chief Commissioners concerned and such files are pasted with YELLOW COLOR STICKER. In all, effective steps are being taken to redress the grievance within 8 weeks of receipt of the petition. Most petitions are redressed within a month from the date of receipt of the same. As the entire Grievance Cell work is computerized, the status of each petition is constantly monitored and reminders issued to the Assessing Officers from time to time. Petitions received from the Prime Minister's Office/Finance Minister's Office or the Central Board of Direct Taxes are treated as TOP PRIORITY and effective steps are taken to redress them within 21 days of receipt of the petition.

A monthly status report on the pendency of the Grievance Petition is sent to all Chief Commissioners and Commissioners of Income-tax. The Commissioners of Income-tax also hold periodical reviews of pending petitions with the Grievance Cell. ​​​​​​