Complaints & Dispute Resolution

Our promise#

Plain English: tell us what went wrong and we will investigate it fairly and quickly, free of charge.

Complaints are how we get better. We take every one seriously, we do not charge to handle one, and we will not treat you differently for raising it. We aim to acknowledge your complaint within one business day and to resolve most within ten business days. Where an investigation takes longer, we keep you updated with a clear reason and a revised timeline.

How to complain#

Plain English: email us, or use the contact form. Start with support; it reaches the right desk fastest.

Raise a complaint any of these ways:

• Email support: support@mitax.io, the fastest route for account, filing, billing, and payment issues.
• Contact form: the contact page routes your message to the right team.
• Phone: +234 810 242 6938 during business hours, Lagos time.
• Post: Worllet Ltd, 15 Harbour Road, Onne, Rivers State, Nigeria.

For a data-protection complaint specifically, email our Data Protection Officer at dpo@mitax.io. For a matter you consider legal or formal, copy legal@mitax.io.

What to include#

Plain English: the more detail you give, the faster we can fix it.

To help us investigate without going back and forth, please include:

• The email or phone number registered to your MiTax account.
• What happened, and when, with dates and times if you have them.
• Any reference numbers: a receipt code, a filing reference, a transaction ID, or a support ticket.
• What you would like us to do to put it right.
• A screenshot, if the issue is something you can see on screen.

Please do not send full card numbers, passwords, or one-time codes. We never need those to investigate a complaint.

What happens next#

Plain English: acknowledge in one business day, investigate, then a written outcome.

1. Acknowledgement: we confirm we have your complaint and give you a reference, usually within one business day.
2. Investigation: a team member reviews the account, the records, and any logs relevant to the issue.
3. Outcome: we write to you with what we found, what we will do, and any refund or fix, aiming for within ten business days. Issues that affect filing or payment jump the queue.
4. Follow-up: if you are not satisfied, you can ask us to escalate, as set out below.

Escalating inside MiTax#

Plain English: not happy with the answer? Ask for a senior review. Business and State customers have a named manager.

If our first response does not resolve things, reply and ask for the complaint to be escalated. A senior team member who was not involved in the original decision will review it and respond, usually within a further five business days. MiTax Pro and MiTax State customers have a named account manager and a written service-level agreement that sets priority response times; escalate through that manager. If we still cannot agree, we will tell you in writing that our internal process is exhausted, so you can take the matter to an external body.

External bodies#

Plain English: different issues have different regulators. Here is who handles what.

Because MiTax sits between you, licensed payment providers, and the tax authorities, the right external body depends on the nature of your complaint. The next three sections explain each. You do not have to exhaust our internal process before contacting a regulator, but doing so usually gets the fastest fix.

Tax disputes#

Plain English: a dispute about the tax itself, its amount, an assessment, or a refund, is decided by the tax authority, not MiTax.

MiTax calculates and files, but the Nigeria Revenue Service (NRS) and your State Internal Revenue Service assess and determine your tax. If your complaint is really about a tax amount, an assessment you disagree with, or a tax refund, it must go to the authority under their objection and appeal process. That normally means an objection to the NRS or State IRS, and, if unresolved, an appeal to the Tax Appeal Tribunal. We will provide the receipts and records you need to support your case.

Payment disputes#

Plain English: money that was debited but did not arrive is a payment-provider matter. MiTax never holds funds.

Payments are handled by our licensed providers, Paystack and Flutterwave. Because MiTax never holds your money (it moves directly from you to the government or to our operating account through the provider), a dispute about a debit that failed, a reversal that is late, or a charge you do not recognise is resolved with the payment provider. Start with us at support@mitax.io and we will trace it with the provider. If it remains unresolved, you can raise it with your own bank, with the payment provider directly, or with the Central Bank of Nigeria’s consumer protection channel for financial services.

Data-protection complaints#

Plain English: a complaint about your personal data can go to the Nigeria Data Protection Commission.

If your complaint is about how MiTax has handled your personal data, please contact our Data Protection Officer first at dpo@mitax.io so we can try to resolve it. You also have the right, at any time, to lodge a complaint with the Nigeria Data Protection Commission (NDPC) at ndpc.gov.ng. Our NDPA Compliance Statement sets out your data rights in full.

Contact summary#

Plain English: the right inbox for each kind of complaint.

General office: Worllet Ltd, 15 Harbour Road, Onne, Rivers State, Nigeria · +234 810 242 6938 · hello@mitax.io.