On 3rd February 2026, the Executive Chairman of the Kaduna State Internal Revenue Service, (KADIRS), Comrade Jerry Adams, FCTI, FNIM, FCE, CNA, declared open a two-day Review and Reflection Meeting on the KADIRS Taxpayer Service Charter and Grievance Redress Mechanism (GRM) Standard Operating Procedures (SOPs).
The engagement focused on strengthening the Kaduna State Taxpayer Grievance Redress Mechanism (GRM) to ensure it remains responsive, transparent, and aligned with emerging reforms in tax administration.
Objectives of the Review Meeting
The meeting was convened to:
1. Review GRM performance and reflection outcomes, as well as the Taxpayer Service Charter, and jointly validate priority gaps and improvement actions in taxpayer complaint handling with KADIRS and relevant stakeholders.
2. Review and refine the Taxpayer Service Charter to ensure that service standards, taxpayer rights and responsibilities, and grievance escalation pathways are clear, practical, and measurable.
3. Develop a clear and comprehensive GRM Standard Operating Procedure (SOP), and establish and operationalize a GRM Master Tracking Dashboard that consolidates and tracks complaints data effectively.
4. Strengthen the capacity and coordination of GRM Committee members and partners to effectively utilize the Service Charter, SOP, and dashboard in delivering improved taxpayer services.
As part of the review, the Taxpayer Service Charter was refined to align with the realities of the new tax regime and to enhance collaboration with the Office of the Tax Ombud, ensuring quicker and more effective resolution of complaints.
The GRM remains a structured accountability framework that guarantees taxpayers’ complaints are formally received, documented, tracked, resolved, and responded to within defined timelines. This system reinforces transparency, builds public trust, and enhances service delivery in tax administration.
During the session, the KADIRS GRM Committee, alongside the team from Tax Justice Network and Governance Platform, reviewed and strengthened the GRM SOP, refined the Master Tracking Dashboard, integrated gender-responsive indicators, and agreed on clear performance metrics and reporting timelines to improve operational efficiency and accountability.
As emphasized during the engagement, institutional reform requires continuous reflection, measurable performance indicators, and practical tools that make accountability effective and sustainable.
On behalf of the Executive Chairman, the Executive Management Committee, and the entire staff of the Service, we sincerely appreciate the partnership of the Tax Justice Network and Governance Platform through the Civil Society Legislative Advocacy Centre and the support of Christian Aid in Nigeria in making this engagement possible. We remain grateful for the shared commitment to improving the taxpayer experience and deepening accountability in Kaduna State’s tax administration system.
Attendees at the engagement included the Executive Director Standard and Compliance Alh. Ali Garba Gora, Executive Director Revenue Operations Dr. Muhammad Lawal who doubled as the KADIRS GRM Committee Chairman, alongside members of the GRM Committee.
Signed:
Zakari Jamilu Muhammad
Head Corporate Communications.
4th March, 2026.
