Remedial measures to mitigate difficulties faced by service tax assessees in e-filing of Service tax returns

TRADE NOTICE, DATED 17-2-2011

Members of the Trade and public are hereby informed that the Directorate General of Systems and Data Management, Customs & Central Excise, New Delhi, have taken due care of their difficulties faced by Service Tax Assessees in "e-filing" and introduced remittal measures as detailed below :-

(i)  A Service Desk has been set up with a national toll-free number 1800 425 4251 which can be accessed by taxpayer between 9AM to 5PM on all working days (Monday to Friday). Besides they can send e-mails (24×7) at e-mail ID ([email protected]). ACES Service Desk generates a unique number called the ticket number and ticket is closed only on resolution of the problem and confirmation by the complainant. If the user gives the required details, the issue is analyzed for resolving at Service desk itself (L-1) and if not possible, the issues are escalated to the L2/L3 team for resolution. Once the resolution is received the same is communicated to the persons concerned, via e-mail and on receipt of confirmation the calls are closed. Since the existing Nos. of telephones are not sufficient to handle pressure during peak filing periods as sometimes the phone lines may be busy, the taxpayers are hereby advised to send e-mails to Service desk.

(ii)  ACES Certified Facilitation Centres (CFCs) have also been operationalised in October 2010 and an taxpayer would visit the CFC line in the ACES website for more details. So far, 343 number of CFCs, in more than 90 cities have been set up by members of ICAI, ICWAI & ICSI. These centres have been set up by Members of these institutes, who have valid Certificates of Practice Authorised persons of ACES Certified Facilitation Centres (CFCs) set up by ICAI, ICWAI, ICSI and other can work in ACES on behalf of Central Excise and Service Tax taxpayer. This initiative aims at providing services to taxpayers who may not have requisite IT infrastructure/resources, to use ACES. The services would be available on payment of prescribed service charges for various services such as digitization of paper documents and on-line filing/uploading of documents such as Application for Registration, Returns, Claims, Permissions, intimations etc. in ACES. The CFCs can perform all the functions in ACES on behalf of taxpayers who authorize them to work in ACES.

(iii)  The taxpayers who need the services of the CFCs can avail the benefit. Similarly, the local members of ICAI, ICWAI and ICSI, may apply to their respective institutes for setting up of CFCs in their jurisdiction for taking the benefit of the scheme.

(iv) In the help section ACES website (www.aces.gov.in) the Learning Management Software has been provided, which taxpayer can download and see page by page as to how to work on ACES application. In this Section, User Manuals has also been provided for ease of taxpayers. It is requested that the users are advised to go through it, to get clarification on the issue raised by them.

(v) The taxpayers are also advised to get in touch with the jurisdictional Range Officers for updation/correction of their email IDs and regeneration of TIPIN & Password, as Range Officers are empowered in ACES to do these tasks.

(vi) Frequently, while lodging complaints with Service Desk the taxpayers do not provide their xml File which they are trying to upload. It is requested that the taxpayers may send it along with their complaints to the Service Desk.

(vii) As regards blocking of accounts, please note when the users enter wrong passwords five times, the accounts get blocked. For unblocking the accounts the taxpayers are requested to visit their jurisdictional officers. The Directorate General of Systems and Data Management, New Delhi, are now automating the process so that by providing taxpayer’s Registration No. and hint Question and answer, password will be generated automatically and sent to their e-mail ID.

All the Trade Associations and Chambers of Commerce and Industries are requested to bring contents of trade facility to the notice of the members of the Association.

E-filing support expanded for service tax assessees with national helpdesk, certified facilitation centres and automated password recovery. Measures establish an ACES Service Desk with ticketing and escalation to L1/L2/L3, operationalised Certified Facilitation Centres to file and digitise documents on behalf of taxpayers, and online Learning Management Software and user manuals. Range Officers can update email IDs and regenerate TIPIN/passwords; taxpayers must provide xml files with complaints; and account lockout and automated password recovery via registration number and security question will be implemented.