How To Submit a Complaint to the Federal Tax Authority

Tax issues can be stressful. Clear steps and the right evidence get you answers faster. In this guide, we explain exactly when and how to contact the Federal Tax Authority (FTA), what to attach, what happens next, and how to avoid delays.

Need this handled for you with zero guesswork? Our team prepares evidence packs, files through EmaraTax, and follows up until you get a clear outcome. Share your TRN, period, and the issue you want fixed, and we will scope the work before we begin.

Ask a Professional FTA Consultant

When to Contact the FTA

• General portal issues: Problems with registration, return filing, TRN profile, or anything inside EmaraTax that isn’t a pure technical fault.
• Technical faults: Access errors, broken forms, system bugs, payment gateway faults, or repeated error codes with timestamps and screenshots.
• Tax law queries: Clarifications on VAT, Excise, or Corporate Tax scope, registration, returns, penalties, and refunds.
• Service improvement: Suggestions to improve FTA services, forms, or communication points.
• Reconsideration request: Asking FTA to review an FTA decision within the statutory window.
• Decision follow-up: Checking on a previously submitted application or decision where you have a case reference.

Consultant tip: Use “Inquiry” for forward-looking questions or general clarifications. Use “Complaint” for a specific fault, error, or adverse outcome you want fixed.

Documents and Authorization Checklist

Attach only what proves your point and identifies you. More is not better; relevance is.

• Identity (residents): Emirates ID (front and back).
• Identity (non‑residents): Passport copy and proof of authority to act.
• Tax profile: TRN certificate and legal name as per FTA records.
• Business proof: Trade license and, if applicable, group registration letter.
• Evidence: Screenshots with timestamps, error codes, email trails, payment receipts, notices, and prior case numbers.
• Authorization: Power of Attorney/authorization letter if you act for a company or another person; include signatory ID and specimen signature.
• Contact details: Official email and phone that match EmaraTax.

Submit a Complaint to the Federal Tax Authority

Through EmaraTax

• Sign in: Access your EmaraTax account with the profile related to the case.
• Open contact: Click “Contact us” or “Submit feedback” from the dashboard or help area.
• Choose type: Select Complaint, Inquiry, or Suggestion.
• Describe issue: State the problem, impact, dates/times, and exact ask in 3–6 sentences.
• Add references: Include TRN, return period (if relevant), notice number, and any prior case reference.
• Attach evidence: Upload the documents listed in the checklist; keep total size reasonable.
• Confirm details: Verify email, phone, and preferred language.
• Submit: Send and note the acknowledgment/case number.

By Email

Subject line: “Complaint – EmaraTax payment error 502 – VAT 2025‑Q2 – TRN 100123456700003”

Body structure:

• Issue: What happened, where, and when.
• Impact: Filing blocked, penalty incurred, refund delayed, etc.
• Ask: What you want FTA to do.
• References: TRN, case number, notice number, affected period.
• Contact: Name, role, phone, and email that match EmaraTax.

Attachments: Only relevant, clear files from the checklist.

Recipient: Send to the official FTA email published on the FTA website for complaints/queries.

Email Template:

Dear FTA Team,

Issue: On 2025‑08‑15 at 14:05 GST, EmaraTax showed error 502 during VAT payment for period 2025‑Q2. Payment was debited by our bank but not reflected in EmaraTax.

Impact: System still shows outstanding balance; late payment penalty has been applied.

Ask: Please reconcile the payment, remove the penalty, and confirm account status.

References: TRN 100123456700003, Payment Ref 9A73K‑2025, Case Ref (if any).

Attachments: Bank receipt, payment confirmation, error screenshots, trade license, Emirates ID.

Contact: [Name], [Role], [Email], [Phone].

Regards,

[Company legal name]

Tip: Keep threads intact on follow‑ups. Replying within the same chain preserves context and speeds up review.

What to Expect After You Submit

• Acknowledgment: You receive an automated receipt with a case/ticket number.
• Review: FTA screens your case. If anything is missing, they email a request for more information.
• Statuses:
  • Received: Submission logged.
  • Under review: Case is being assessed.
  • Awaits more information: Action needed from you.
  • Resolved/Closed: Final outcome issued.
• Timeframe: Simple matters can close quickly. More involved cases often take up to 40 working days, and complex issues can take longer if extra information is needed.
• Tracking: Check status in your EmaraTax dashboard or via the same email thread.

If asked for more information, reply within 2–3 working days and confirm each requested item with a short list so nothing is missed.

Choose the Right Route

• Complaint:
  • Use it: System faults, account mismatches, delayed updates, or service issues you want fixed.
  • Do not use it: To contest a lawful penalty where evidence shows liability.
• Inquiry:
  • Use it: Clarifications on law/application where no adverse decision exists.
  • Do not use it: As a substitute for binding relief.
• Suggestion:
  • Use it: Proposals to improve forms, processes, or guidance.
• Reconsideration request:
  • Use it: To ask FTA to review an FTA decision letter. Observe statutory deadlines and attach the decision, grounds, and evidence.
  • Note: If the reconsideration outcome is unsatisfactory, separate dispute channels may apply under UAE tax procedures.
• Voluntary disclosure:
  • Use it: To correct your own tax return or self‑disclose errors. This is a formal filing, not a complaint.
• Tax evasion report:
  • Use it: To report suspected non‑compliance by others; follow FTA’s official reporting channel.

Mixing unrelated issues in one ticket slows everything. If topics are unrelated, raise separate cases.

Common Mistakes that Delay Outcomes

• Vague ask: No clear request in the first line.
• Missing identifiers: No TRN, period, or notice reference.
• No proof: Error claims without screenshots, timestamps, or receipts.
• Wrong profile: Submitting from an unlinked user or personal email.
• No authority: Acting for a company/person without an authorization letter.
• Heavy files: Oversized scans or unreadable images.
• Thread resets: Opening new tickets for the same issue instead of replying in the thread.

Remember, compress PDFs and images without harming legibility; aim for < 2–5 MB total per upload if possible.

FAQs About Submitting a Complaint to the Federal Tax Authority

Can I save a draft?

Yes. Drafts are saved and reminders go to your registered email if not completed within 60 days.

Which Languages are Accepted?

Arabic or English.

What if my complaint is rejected?

FTA states the reasons. Address them and resubmit with the missing evidence or corrected details. If you are contesting a decision, consider a reconsideration request within the legal window.

Can I submit multiple issues at once?

Yes, if they are closely related. List each clearly and attach matching evidence for each item.

Can I act on behalf of someone else?

Yes, with proper authorization (Power of Attorney or authorization letter) and ID for the signatory.

No response within the usual time?

Follow up through EmaraTax or email with the same case thread. You can also call the FTA hotline.

Do I need a template?

No fixed template is required. Clear purpose, references, and targeted evidence are what matter.

How do I receive the outcome?

By email and in your EmaraTax dashboard status.