Ghaziabad, Oct 24 – Finance Minister Nirmala Sitharaman emphasized the importance of politeness and empathy among GST officers towards honest taxpayers during her address at the inauguration of the CGST building in Ghaziabad. She urged officers to leverage technology for expedited registration approvals and effective grievance resolution.

Sitharaman highlighted the necessity for field formations to proactively implement trade facilitation measures, stating, “There is no iron wall between you and trader, there is thin air.” She called for a better understanding of taxpayer difficulties to avoid complicating matters further.

The minister underscored the need for timely disciplinary proceedings against officers of the Central Board of Indirect Taxes and Customs (CBIC), asserting that such actions would communicate a clear stance against misconduct and unethical behavior. She reiterated that the primary objective of tax administration is to ease the process for honest taxpayers, encouraging GST officers to adhere to established Standard Operating Procedures (SoPs) while demonstrating greater empathy and courtesy.

Sitharaman stated, “The next-generation GST is not just about rates, slabs, simplification. It should make the taxpayer feel different,” while clarifying that politeness should not compromise enforcement. She advocated for the honorable treatment of honest taxpayers but insisted that officers should follow protocols to address dishonest behavior without casting suspicion on all taxpayers.

The minister firmly stated, “I do not want comfort given to dishonest taxpayers in any way,” and urged officers to maintain objectivity while dealing with them, emphasizing the importance of adhering to laid protocols.

Sitharaman encouraged GST officers to utilize technology to alleviate the compliance burden on taxpayers seeking GST registration. She remarked, “Technology and risk-based parameters must do the heavy lifting and not the taxpayer,” stressing that officers should not impose additional burdens on taxpayers.

Furthermore, she urged officers to identify recurring grievances within Central GST (CGST) zones and address the root causes of these issues. Regarding disciplinary proceedings, Sitharaman asserted that swift resolutions would enhance accountability and counter public perceptions of indifference or protectionism among officers.

She articulated a motto for disciplinary matters: “Ghalat kiya hai toh khair nahi, sahi kiya hai toh koi bair nahi” (If you do wrong, you won’t be forgiven; if you are right, there would be no ill feeling against you). Additionally, she called for the prompt closure of pending GST investigations, emphasizing the need for quality, well-reasoned, and evidence-based orders to reduce litigation costs.