RMO No. 25-2025 — Revised Customer Satisfaction Survey Form and Updated Survey Working Paper Under the Client Support Service Digest | Full Text | Annex A | Annexes B-E

Bringing In Revenues for Nation-Building BUREAU OF INTERNAL REVENUE REPUBLIC OF THE PHILIPPINES DEPARTMENT OF FINANCE Quezon City PILIPINAS BAGONG

1 9 MAY 2025

REVENUE MEMORANDUM ORDER NO. 0 2 5 - 2 0 25

SUBJECT Survey Working Paper Under the Client Support Service Revised Customer Satisfaction Survey Form and Updated

TO All Concerned Internal Revenue Officials and Personnel

August 8, 2024, due to the following changes made in the 2025 BIR Citizen's Charter (1st Edition): Updated Working Paper pursuant to Revenue Memorandum Order (RMO) No. 31-2024 issued on This Order is issued to prescribe the Revised Customer Satisfaction Survey Form and its

1. Renaming of the following Frontline services:

a.Application for Closure of Business -Head Office Subject to Audit with Issuance of Tax Clearance (Excluding the Audit Process Processing Time) - Code S28

b.Application for Closure of Business - Branch without Tax Liabilities -Code S28-C R T S 17070110 e LI N 52:b Addition of new frontline services under the Client Support Service pursuant to Operations Memorandum Nos. 45-2024 and 48-2024: Processing of Permit to Use Loose-Leaf Books of Accounts/Invoices/Other Accounting Records -Code S27

b. Application for Closure of Business - Head Office Not Subject to Audit with

Issuance of Tax Clearance --Code S28-A

G A8 C. Application for Closure of Business -- Branch with Tax Liabilities -- Code S28-B

by all BIR Frontliners/Officers under the Client Support Section to get customer feedback on the delivery of frontline services. Relative thereto, the Revised Customer Satisfaction Survey Form (Annex A) shall be used

Services only; and submit the same to the Taxpayer Service Programs and Monitoring Division on or before the loth day of the month via email at tspmd_tas@bir.gov.ph. Be Taken Report Format (Annex B). All Client Support Unit Heads shall use the Updated Survey Working Paper (Annexes C-E) in processing the Survey Results of registration-related frontline Moreover, all Revenue District Offices shall use the Updated Matrix of Actions Taken/To

Page 1 of 2 BIR National Office Bldg., Senator Miriam Defensor-Santiago Avenue,Diliman, Quezon City Trunkline: 8981-7000 ; 8929-7676 Website: www.bir.gov.ph

frontline service (per the BIR Citizen's Charter) is made/completed by the taxpayer. All Frontliners must ensure that the manual survey forms are properly filled-out and that there are no blank fields left by the taxpayers. with completed transaction either via the provided survey link, Quick Response (QR) Code, or manual survey form. A transaction is considered complete when the final step in the availed All Frontliners in the Client Support Section shall administer the survey to ALL taxpavers

This Order takes effect beginning on June 02, 2025.

RECORDS MANAGEMENT DIVISION BUREAU OF INTERNAL REVENUE ROM LUMAGUI JR

MAY 19 2025 Commissioner of Internal Revenue

BY ADMIN UNIT1 OH TIME S:

H-2

Page 2 of 2