1. Our Mission
We are committed to:
- Collecting taxes fairly and efficiently for the benefit of public development.
- Ensuring legal and regulatory compliance with the fiscal framework of Lualaba Province.
- Providing accurate, accessible, and timely tax information to all taxpayers.
- Supporting economic activity by offering quality service and fair treatment.
2. Core Values
Our work is guided by the following principles:
- Integrity: We act with honesty and refuse all forms of corruption or favoritism.
- Transparency: We make procedures, tax rates, deadlines, and rules publicly available and understandable.
- Efficiency: We aim to reduce delays, simplify processes, and deliver quality service at every step.
- Impartiality: Every taxpayer is treated equally, without bias or discrimination.
- Accountability: We accept responsibility for our actions and welcome feedback from the public.
We do not collect sensitive data such as racial origin, religious beliefs, or political affiliations unless explicitly required by law.
3. Our Commitments to You
When you interact with the DIL, we commit to:
- Providing clear information about your tax obligations and rights.
- Offering services in both French and English, in person and online.
- Maintaining courteous, respectful, and professional communication.
- Responding to written requests within a reasonable timeframe (generally within 10 working days).
- Ensuring your personal data is kept confidential and secure.
We also offer support channels to guide you in filing, paying taxes, understanding exemptions, and resolving disputes.
4. Your Role as a Taxpayer or Service User
We expect you to:
- Declare your income and pay your taxes within the prescribed deadlines.
- Provide accurate and complete information during all interactions with DIL.
- Keep your personal and professional data up to date.
- Respect DIL personnel and comply with administrative procedures.
- Inform us of any changes in your personal, fiscal, or legal situation that may impact your tax obligations.
5. Channels of Communication
We are available through the following methods:
- In-person service at our offices during working hours.
- Online portals for information, filing, and service requests.
- Email and telephone for inquiries and appointments.
DIL may also publish tax-related alerts, press releases, and announcements on its website and in the local media.
6. Service Standards
To ensure a quality public service, we strive to:
- Process all complete applications, requests, and filings efficiently and fairly.
- Respect legal deadlines for responding to appeals, tax refunds, and inquiries.
- Keep waiting times at service counters reasonable.
- Offer electronic forms and self-service tools whenever possible.
7. Complaints and Feedback
We value your feedback. You have the right to:
- File a complaint if you believe you have been treated unfairly.
- Report misconduct, errors, or delays in service.
- Suggest improvements or reforms to better serve the community.
Complaints can be submitted in person, by email, or via our website. All submissions are handled with confidentiality and professionalism.
8. Monitoring and Continuous Improvement
The DIL continuously monitors the quality of its services. Periodic internal reviews, audits, and taxpayer surveys help us:
- Improve service delivery and digital tools.
- Ensure compliance with ethical and legal standards.
- Identify areas where additional training or staffing is needed..
9. Contact Information
For any questions or concerns regarding this Public Service Charter, you can contact us:
Direction des Impôts du Lualaba – DIL
-
331 Des Pins Avenue
Biashara Quarter
Commune of Dilala
Kolwezi, Lualaba
DR Congo - +243 992 536 483
- legal@dil-rdc.com