Malawi Revenue Authority in Taxpayers Charter awareness

Vizenge Kumwenda

After launching the Taxpayers Charter in Blantyre in August, the Malawi Revenue Authority (MRA) on Wednesday took the launch to Lilongwe.

MRA Commissioner General John Bizwick said the tax collector is taking the document to all the regions as a way of demonstrating commitment to meeting and even exceeding the needs and aspirations of the taxpayers.

Bizwick said the charter sets out the way MRA would conduct itself as a service provider when dealing with taxpayers.


“The Taxpayers’ Charter is one of the tools which will help us move towards our vision, which is to be a modern revenue administration known for excellent service. A number of studies, scoping missions and focus group discussions with taxpayers and various stakeholders have revealed several challenges faced by taxpayers when dealing with MRA and other agents on the supply chain.

“These include delayed service, poor communication, lack of information, solicitation of personal service charge-bribe, fear, intimidation, militant approach in handling taxpayers and biased treatment, just to mention a few. In response, various modemisation initiatives are being implemented by MRA to address challenges faced by taxpayers,” Bizwick said.

He observed that one of the key areas that the taxpayers continue to tell MRA to improve on is giving feedback to stakeholders on time.


According to Bizwick, the charter is one of the many steps of demonstrating that MRA has heard what the taxpayers are saying and that it is committed to improving service delivery.

“The charter is a performance standard which will drive our officers to work efficiently in a manner stipulated in the charter.

“We believe that the standard of service we are committing in the charter will assist us improve the standard of service given to the taxpayers and other stakeholders,” Bizwick said.

Malawi Confederation of Chambers of Commerce and Industry Vice President Boyd Luwe has expressed hope that the charter will make tax paying painless, seamless and faceless.

Luwe also hoped that the charter would enhance the spirit of trust between MRA and taxpayers.

He said taxpayers stand ready to ensure that MRA sticks to the commitments made in the charter.

MRA Board Chairperson Vizenge Kumwenda said the regional launches are part of the agenda of taking MRA close to taxpayers.

Kumwenda said the charter would help MRA maintain public trust and confidence in the tax system.

He said one of the major changes that the charter will bring to MRA is service excellence.

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