Nirmala Sitharaman asks GST officers to use technology, expedite registrations, resolve grievances, and treat honest taxpayers courteously while enforcing rules.

Finance Minister Nirmala Sitharaman urged GST officers to employ technology to expedite registration approvals and grievance resolution, and she stressed that they should be courteous and understanding when interacting with honest taxpayers.

Field formations were also urged to “proactively” implement trade facilitation measures. “There is nothing but thin air between you and the trader, not even an iron wall. Instead of making things more complicated, you can see where the problem lies,” she said.

During the opening of the CGST building in Ghaziabad, the minister emphasized the importance of promptly concluding any disciplinary actions taken against Central Board of Indirect Taxes and Customs (CBIC) staff. This would make it very evident that the CBIC board will not put up with any misbehavior, neglect of duty, or unethical behavior on the part of officers.

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According to her, the ultimate purpose of tax administration is to make life easier for honest taxpayers, and in order to do this, GST officers should adhere to the established SoP and be more considerate and polite.

“It is crucial that you maintain your civility. There is more to the next-generation GST than rates, slabs, and simplification. “It should change the taxpayer’s perspective,” she stated, adding that being courteous shouldn’t be interpreted as a concession on enforcement.

While arguing for the “honorable treatment” of honest taxpayers, Sitharaman also stated that the established SoP should be adhered to in order to hold the “bad sheep” accountable. “But don’t look at everybody with suspicion,” the minister advised.

“In no way do I want dishonest taxpayers to feel comforted. When dealing with dishonest taxpayers, you don’t have to be subjective; there is a process in place. Follow it, be kind, and complete your task in accordance with the SoP, she added.

The minister also pushed for the use of technology by Goods and Services Tax (GST) authorities in order to lessen the cost of compliance for taxpayers who want to register for GST.

“The burden must be carried by technology and risk-based criteria, not by taxpayers. Nobody from the field formation should put the taxpayer under any additional strain. We should employ technology. You do a thorough investigation into the matter, and if required, you may approach the taxpayer. “But don’t shift the burden to him by saying, ‘Give me this, give me that, give me more papers,'” she added.

She also requested that authorities map the Central GST (CGST) zones’ recurrent complaints in order to identify the “root cause” of the issue.

Regarding disciplinary actions taken against departmental officers, Sitharaman stated that prompt resolution of these actions strengthens organizational accountability. Also, it dispels the public’s belief that officers are often indifferent or protectionism-prone, which undermines their moral authority.

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“The motto for disciplinary matters therefore, should be: Galat kiya hai toh khair nahi, sahi kiya toh koi bhaye nahi (If you do wrong, you won’t be forgiven, if you do right, you need not fear),” Sitharaman stated.

Additionally, she stated that the ongoing GST investigations must be concluded quickly with high-quality, well-reasoned, evidence-based orders that reduce litigation expenses.