The Lesotho Revenue Authority (LRA) evokes mixed feelings among taxpayers, according to a new customer satisfactory survey.

The survey conducted by two local consultancies says 60 percent of general taxpayers and 30 percent of the corporate sector believe LRA is important and efficient.

On the other hand 70 percent of LRA customers believe tax education needs to be improved. It is in the light of these findings that the survey has identified a number of strategic aspects for LRA to consider; these include continued customer education, zero tolerance to corruption and improved service delivery.

The findings of the survey were presented by the two consultancies Sechaba Consultancy and PMB Consulting at a meeting with members of the business community, accountants, government officials and other stakeholders in Maseru on Friday. The meeting discussed the relationship of LRA and businesses and accountants, taxpayer education, customer care and the role of LRA in the business environment and economy of the country.

Those who took part in the meeting raised concerns over the patronising tendencies to some LRA staff members who throw the law book in the face of customers seeking clarification, instead of create a rapport giving themselves time to explain some of the procedures.

They however commended LRA for having proved its worth by doubling government's earnings in only four years of its existence.

They also warned that much as LRA is an important organisation, people will continue to have a negative view of it as long as tax rates remain high. This, the LRA responded by stating that it is government that determines the rates while its brief is merely to implement them.

A complete final report of the customer satisfaction survey, including recommendations is expected by January 15 2008.

Source: LENA 14/12/2007