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Taxpayer Services PDF Print

Taxpayers Services
The Large Taxpayers Office's primary function is to help clients meet their tax obligations, receive their rightful entitlements and comply with the Revenue laws .

Service delivery:
As we endeavour to provide quality service to our taxpayers, we are guided by two key documents; The Taxpayers Charter, which stipulates the rights and obligations of our taxpayers and The Internal Standards, which spells out parameters that govern our internal processes.
Some of the services we offer include:

  • Refunds processing.
  • Taxpayer Education & Information services.
  • Customer Service
  • Taxpayer Recruitment.

We have a Customer Care/help Desk established on the ground floor of Times Tower, Haile Sellassie Avenue, Nairobi. This is dedicated to Large Taxpayers Office clientele.


The objective is to bring all eligible persons not paying tax as required into the tax net. This can be further enhanced through third party information.
Registration: Personal Identification Number (PIN) is the taxpayers’identification for Income Tax purposes. PIN Certificates are processed within one day of application. A Taxpayer can then use this PIN Certificate to apply for VAT registration, as it is a prerequisite.


Where a taxpayer has submitted returns, which result in a repayment or refund we shall process and pay your refund. A taxpayer will be advised when it is necessary to carry out an audit before payment of the refund claim.
Income Tax Refund:

    • Processed within 120 days from the day of processing the return where the return is for the immediate past year of income.
    • Processed within 30 days from the date of processing the return where the return is for a year of income other than the immediate past year of income.

VAT Refund:

    • Processed within 90 days of submission of application for normal refunds and 60 days for withholding VAT refunds

Tax Exemption Certificates are processed and issued within 1 month of application, subject to submission of all relevant documentation and the taxpayer meeting all requirements to be granted exemption from paying tax..

  • TAX CLEARANCE/Compliance Certificates.

Tax clearance or Compliance Certificate is given upon application and confirmation that there are no tax arrears.


Our main objectives are to educate taxpayers on their rights and obligations and to create tax awareness so as to enhance voluntary compliance with the tax laws ; as well as, to broaden the tax base and widen the tax net by recruitment of taxpayers through education.
Taxpayer Enquiry Services include responding to enquiries from taxpayers. This could be in writing, over the phone or via email. We also attend to walk in Taxpayers at our customer care desks.
Taxpayer Information Services are provided in form of Publication of booklets, brochures and articles for the print media on specific subjects of concern to taxpayers.
The education material to taxpayers is available at the Customer Care desks; during tax clinics seminars, and other forums;
Taxpayer Education Services: Educating newly registered taxpayers through seminars held on monthly basis. Holding of seminars and workshops for existing taxpayers on a proactive or reactive basis.
In order to reduce the turn around time of taxpayers we intend to establish a call centre.
The Taxpayer Services Division endeavours to give service that is Responsive, Reliable and Accessible

Email enquiry to : This e-mail address is being protected from spambots. You need JavaScript enabled to view it


Times Tower Haile Selassie Avenue
P.O.BOX 48240 - 00100 GPO Nairobi Tel 020-3310900, 020-2810000 Fax 341342
Tulipe Ushuru Tujitegemee!

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