Office of the Tax Ombud (OTO)
By Lerato Mpembe
The Office of the Tax Ombud (OTO) is urging taxpayers and their representatives to participate in a survey regarding their experiences with the South African Revenue Service’s (SARS) eFiling system, particularly concerning incidents of profile hijacking. This initiative aims to gather insights into the challenges faced by users and to identify potential systemic issues within SARS’s digital platform.
Understanding eFiling Profile Hijacking
eFiling profile hijacking occurs when malicious actors gain unauthorized access to a taxpayer’s online SARS account. These cybercriminals often alter personal information, such as banking details, to redirect tax refunds into their own accounts. Methods employed include phishing emails, malware attacks, and social engineering tactics designed to deceive taxpayers into revealing their login credentials.
The OTO’s Proactive Measures
In August 2024, the OTO announced that it had obtained approval from the Minister of Finance to conduct a comprehensive review of systemic and emerging issues related to SARS’s handling of eFiling profile hijacking cases. This decision was prompted by numerous complaints from taxpayers and industry bodies, as well as discussions during a public workshop held on 13 June 2024. The primary objective of this review is to assess SARS’s effectiveness in assisting taxpayers promptly and to recommend improvements where necessary.
Call to Action: Participate in the Survey
To facilitate this investigation, the OTO has launched a survey to collect firsthand accounts from affected individuals. Taxpayers and their representatives are encouraged to share their experiences and challenges related to eFiling profile hijacking. The insights gathered will be instrumental in shaping the OTO’s recommendations to SARS.
The survey can be accessed online at https://forms.office.com/r/8bA3VDixPZ and is also available on the OTO’s official website: www.taxombud.gov.za. For those who prefer to complete the survey manually, a downloadable form is available, which can be emailed to: communications@taxombud.gov.za.
SARS’s Response to the Growing Threat
Recognizing the severity of eFiling profile hijacking, SARS has implemented several measures to enhance the security of its digital platforms. These include:
• Multi-Factor Authentication (MFA): Strengthening the login process by requiring additional verification steps to ensure that only authorized users can access eFiling accounts.
• Enhanced Password Protocols: Implementing stricter password requirements to reduce the risk of unauthorized access.
• Biometric Authentication: Exploring the use of biometric data to verify user identities, adding an extra layer of security.
Despite these efforts, the sophistication of cybercriminals continues to evolve, necessitating ongoing vigilance and adaptation of security measures.
Protecting Yourself: Best Practices for Taxpayers
Taxpayers can take proactive steps to safeguard their eFiling profiles:
1. Use Strong, Unique Passwords: Ensure your eFiling password is robust and not used for other accounts. Regularly update your password to mitigate potential breaches.
2. Be Wary of Phishing Attempts: Avoid clicking on links or downloading attachments from unsolicited emails or messages claiming to be from SARS. Always verify the authenticity of such communications.
3. Enable Multi-Factor Authentication: Activate MFA on your eFiling account to add an extra layer of security.
4. Monitor Your Account Regularly: Frequently review your eFiling account for any unauthorized changes or suspicious activity.
5. Keep Your Software Updated: Ensure that your devices have the latest security updates and antivirus software installed.
Reporting Suspected Hijacking
If you suspect that your eFiling profile has been compromised:
1. Report the Incident Immediately: Contact SARS through their Digital Fraud Unit by emailing cctt@sars.gov.za or by visiting your nearest SARS branch.
2. Change Your Password: Update your eFiling password promptly to prevent further unauthorized access.
3. Verify Personal Information: Check and correct any altered personal or banking details in your eFiling profile.
The Role of the Tax Ombud
The OTO serves as an independent entity that addresses taxpayer complaints against SARS. By conducting this survey and subsequent review, the OTO aims to identify systemic issues and recommend actionable solutions to enhance SARS’s service delivery and the overall tax administration system.
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