SARS - Another government entity in shambles

Where has all the knowledgable staff gone? The one government department that use to be able to operate efficiently in the past, is now just a meagre shadow of itself. From closing functional branches, non-answered phone calls, useless inept staff and don’t-care-attitude. Can’t get appointments and no one can answer questions satisfactorily. YET, they want our taxes to squander and if you are 1 day late paying tax/paye/vat, you get fines. But when they have to refund, their prescribed refund-days are non-existstant. And a lot of tax payers are reliant on those refunds(especially VAT) in order to continue with their business operations.