While presenting the charter at a meeting organised at the Indian Merchants Chamber (IMC), member (personnel and vigilance), CBDT, VM Muthuramalingam admitted that the tax administration must have a human face.

"We are aware that our department has to go a long way. This charter is but one of the several manifestations of the government's intentions and sincerity," he added.

The charter seeks that the department be fair and helpful to the tax payers by being courteous and efficient, informing tax payers of their rights and providing information on procedures and authorities to be approached for legal remedies.

It also promises that the department will be efficient by settling tax matters promptly, acknowledging taxpayers communications within seven days and furnishing finalreplies within a month.

The charter also promises to redress all complaints and grievances within 30 days, issue income-tax clearance certificates u/s 230 of the IT Act within 7 days and u/s 230A within 30 days.

The disposal of the rectification applications u/s 154 of the Act is also sought to be done within a month, appellate orders will be given effect within 30 days of receipt of the order and refunds will be issued within 30 days of the determination.

The income-tax department, however, expects that citizens should be prompt, honest, accurate, pay taxes in time and quote the Permanent Account Number (PAN).

Mumbai, which contributes nearly 35 per cent of the direct tax revenue, is solely responsible for the 20 per cent rise in the collections this fiscal, said Muthuramalingam while adding that corporate tax collections are registering a 50 per cent growth.

According to him, the attitude of the department towards the assessees has changed after liberalisation in 1991. "In 1987-88, we had 73 lakhassessees and now, the number has increased to 1.5 crore," he said. The CBDT is aiming to enlist 50 lakh new assessees this year.

The direct tax collections too have registered a vertical growth in the last decade. From Rs 7,000 crore, the collections have gone up to Rs 50,000 crore.

He felt that the government machinery should adopt a more responsive set up with increased accountability to the public services which are paid for by the individual directly or indirectly through taxes. "The services must be of high quality, reasonable in terms of cost and responsive to the needs of the citizens", he added.

He felt that there is need for the government to set up standards for itself and achieve its target in an efficient and transparent manner. Last year, this area of work acquired importance as well as a sense of urgency as the financial reforms which were initiated in the early part of the decade could no longer be sustained by an archaic, slow moving and irresponsible administration.

According toMuthuramalingam, the department has recognised citizens' rights to information and is opening facilitation and information counters. "The computerisation programme has also been treated at par with our collection efforts," he added.