Chief Executive Officer, Office of the Tax Ombud, Dr John Nwabueze has assured that ongoing tax reforms are creating a faster, cost-free and accessible pathway for resolving disputes without litigation.
Speaking at an interactive session with business editors in Lagos, Nwabueze said the ombud office serves as an independent bridge between taxpayers and revenue authorities.
According to him, it helps to ease pressure on courts and tribunals while strengthening confidence in the tax system.
“Before now, dispute resolution processes were often lengthy and costly for taxpayers. The ombud office now serves as a first line of intervention to mediate and reconcile issues between taxpayers and revenue authorities,” he said.
Nwabueze added that although the law provides a 14 to 30-day resolution window, timelines depend on the responsiveness of relevant agencies.
“When a complaint is received, we engage the concerned authority immediately and work within the statutory timeline as much as possible to resolve the issue,” he said.
Nwabueze said the office provides a free platform for complaints and redress, with plans to expand nationwide through regional structures, a toll-free call centre and digital platforms, including a soon-to-be-launched website.
“The call centre will be toll-free, and taxpayers will be able to file complaints without incurring any charges. Even those without internet access can reach us through phone calls,” he said.
He emphasised that the office does not determine tax liabilities or replace courts or the Tax Appeal Tribunal, but ensures fairness, transparency and accountability in tax administration.
“The whole idea is to ensure that issues are resolved at this level before they get to more complex and expensive stages,” he said.
Nwabueze noted that the initiative is designed to encourage voluntary compliance and deepen public trust by making dispute resolution more accessible and efficient.
The ombudsman added that the office also plays a broader role in identifying systemic issues and recommending reforms to improve efficiency and transparency.
He said the establishment of the office reflects Nigeria’s commitment to a modern, people-focused tax system that balances revenue generation with justice and due process, while creating opportunities for citizens to participate more actively in economic development.
He also underscored the role of the media in promoting awareness of the reforms, urging journalists to educate taxpayers on how to file complaints and obtain redress without cost.
Nwabueze assured that confidentiality would be maintained in sensitive cases and stressed that credibility would be built through consistent service delivery.
“Trust is not automatic; it comes from delivering results and providing relief to taxpayers over time,” he said.
