On 1 September 2026, Bhutan’s Department of Revenue and Customs (DRC) under the Ministry of Finance officially inaugurated a new Taxpayer Call Center in Thimphu, marking a significant step in the country’s efforts to modernize taxpayer services and improve voluntary compliance. The launch aligns with the DRC’s strategic roadmap to leverage digital channels for taxpayer assistance, reduce physical visits to revenue offices, and provide real-time guidance on tax obligations, filing procedures, and regulatory updates. The call center operates under the legal framework of the Income Tax Act of Bhutan 2001 and the Sales Tax, Customs and Excise Act 2000, and is staffed by trained tax professionals equipped to handle queries in Dzongkha and English. The initiative reflects the government’s commitment to the Digital Drukyul flagship program, which aims to transform public service delivery through technology. Finance Minister Lyonpo Namgay Tshering emphasized that the center will serve as a single point of contact for all tax-related inquiries, from individual income tax filing to corporate tax compliance and customs valuation questions.
Key Takeaways
- Enhanced Accessibility and Multilingual Support: The call center provides a dedicated toll-free hotline and online chat platform, enabling taxpayers across all 20 dzongkhags to seek clarification on personal income tax, business income tax, sales tax, and customs duties without traveling to regional offices. Services are offered in both Dzongkha and English, ensuring inclusivity for all citizens and resident businesses.
- Integration with Digital Tax Platforms: The center is integrated with the DRC’s existing e-filing portal (RAMIS) and the recently launched mobile tax app, allowing agents to access taxpayer profiles, verify filing status, and guide users through electronic submission processes in real time. This integration reduces processing errors and accelerates refund timelines.
- Performance Metrics and Continuous Improvement: The DRC has established key performance indicators including first-call resolution rate, average handling time, and taxpayer satisfaction scores. Monthly analytics reports will be published to ensure transparency and drive iterative enhancements to the service delivery model.
Disclaimer: This article is compiled and summarized by the AI based on publicly available information and is for general information purposes only. It does not constitute any form of formal tax advice, legal opinion, or basis for performance. Please consult a qualified professional tax advisor or legal counsel for tax advice.
Source: Read Official Announcement