Nigeria’s Tax Ombud to open call centre for tax dispute

Nigeria's tax dispute resolution landscape is entering a new phase. The Office of the Tax Ombud, the independent agency mandated to mediate conflicts between taxpayers and the Federal Inland Revenue Service (FIRS), is preparing to launch a dedicated call centre and official website. Dr. John Nwabueze, the agency's Chief Executive, announced the initiative as part of a broader push to democratise access to dispute resolution for Nigerian businesses and individuals navigating an increasingly complex tax environment.

## Why is dispute resolution infrastructure critical for Nigerian investors?

For years, Nigerian taxpayers faced opacity and delays when challenging tax assessments. The Tax Ombud, established in 2019 under the Finance Act, was designed to plug that gap—but access remained limited. Most businesses either lacked awareness of the office or found the application process cumbersome. A functional call centre and website directly address the friction points: awareness, accessibility, and response time. This upgrade signals that Nigeria's tax administration is moving toward international best practice standards, which investors use as confidence signals when evaluating market risk.

The call centre will serve as a first-contact gateway, allowing taxpayers to lodge complaints, track case status, and access guidance without navigating bureaucratic corridors or waiting weeks for responses. The website will function as a self-service portal—critical infrastructure for small and medium enterprises (SMEs) that lack dedicated tax compliance teams. For multinational corporations already operating in Nigeria, faster dispute resolution reduces working capital drag and uncertainty.

## What specific pain points will this resolve?

Current bottlenecks include lengthy case processing timelines, limited awareness among grassroots taxpayers, and geographic barriers for businesses outside Lagos and Abuja. A centralised call centre removes geographic friction entirely. Digital case tracking via a website creates transparency—investors can monitor progress in real time rather than relying on periodic email updates. The infrastructure also reduces the likelihood of disputes escalating to costly litigation, a concern for foreign investors wary of Nigeria's court system backlogs.

## How does this fit into Nigeria's broader tax reform agenda?

The Tax Ombud initiative aligns with the FIRS's modernisation roadmap under Executive Chairman Accordingly Taiwo. FIRS has been digitising assessments, improving compliance data, and professionalising enforcement. A responsive dispute mechanism complements these reforms—it reduces friction while maintaining revenue discipline. The two agencies working in tandem signal a maturing tax ecosystem: not just stricter enforcement, but fairer processes. For investors, fair process visibility is as important as tax rates themselves.

Timeline matters. The website and call centre are expected within weeks, not months. This suggests procurement and technical work are already underway, reducing execution risk—a concern for African infrastructure projects historically.

## What remains to be seen?

Success hinges on staffing quality, website uptime, and whether the Ombud's recommendations carry weight with FIRS. A call centre staffed with undertrained personnel will amplify frustration rather than resolve it. The test: median case resolution time post-launch. International best practice ranges from 60–90 days; Nigeria's current informal baseline likely exceeds 180 days.

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