In a major step toward digital transformation and service delivery excellence, the Revenue Services Lesotho (RSL) has introduced a new Online Refunds Application.
The platform is designed to streamline tax refund processes, enhance transparency, and increase operational efficiency for taxpayers across the country by minimising human intervention in critical decision-making stages.
Speaking at the launch, the Commissioner General of RSL, ‘Mathabo Mokoko, highlighted that the initiative marks more than just a technological upgrade, it signals a people-centered approach to innovation that removes the risk of human error and undue influence from the refunds process.
The Online Refunds Application eliminates discretionary human decision-making at key stages by automating critical steps and improving turnaround times. It categorises refund applications based on their value and status, removing subjective judgment from the initial assessment.
For refunds between M20 and M1, 000: If no issues are detected, applications go directly into ‘Processing’ mode without requiring manual approval.
For refunds above M1, 000: These require additional checks, entering an ‘Audit in Progress’ status before processing, but the triggers for audit are system-generated, not human-determined.
Applications with outstanding documents or tax returns: May be marked as ‘Rejected’ or ‘Cancelled’, with reasons clearly communicated to the taxpayer via their dashboard through standardised, automated notifications.
Importantly, the system is built to automatically offset outstanding tax liabilities before any refund is disbursed, a feature that strengthens compliance and ensures integrity in line with national revenue laws without requiring human calculation or verification, thereby eliminating potential for manipulation or miscalculation.
The launch aligns with RSL’s 2023–2027 Strategic Plan, Lesokoana, which identifies Digitalisation as a core pillar.
Under this framework, the RSL aims to simplify tax compliance, enhance service delivery, enable data-driven decision-making, and promote transparency in tax administration by reducing reliance on manual processes that are vulnerable to inconsistency and influence.
“A modern tax administration must be accessible anytime, anywhere, and on any digital platform,” Mokoko said, adding that the Online Refunds Application is a tangible product of that vision.
The automation-first approach ensures that refund decisions are based on objective criteria programmed into the system, creating a level playing field for all taxpayers regardless of their connections or status.
This marks a significant departure from traditional manual processing, where human judgment, though well-intentioned, could be subject to errors, delays, or external pressures.
While the digital leap is significant, the RSL remains conscious of the country’s digital divide. The Commissioner General reaffirmed the institution’s commitment to inclusivity through the Mobile Tax Office, which continues to travel across Lesotho from the lowlands to the remotest highlands, helping citizens access and understand the new system.
“Every Mosotho deserves the same level of convenience and service excellence. Our mobile teams will ensure no one is left behind,” Mokoko stressed.
She emphasised that the platform’s success would be measured not only by its functionality but also by the value it delivers to the people of Lesotho through consistent, impartial service delivery.
“This platform is for you our taxpayers. It is Easier, Faster, and Reliable. Let us continue working together to build a tax administration that is efficient, transparent, and trusted,” Mokoko said.
Summary
- Speaking at the launch, the Commissioner General of RSL, ‘Mathabo Mokoko, highlighted that the initiative marks more than just a technological upgrade, it signals a people-centered approach to innovation that removes the risk of human error and undue influence from the refunds process.
- Importantly, the system is built to automatically offset outstanding tax liabilities before any refund is disbursed, a feature that strengthens compliance and ensures integrity in line with national revenue laws without requiring human calculation or verification, thereby eliminating potential for manipulation or miscalculation.
- The Commissioner General reaffirmed the institution’s commitment to inclusivity through the Mobile Tax Office, which continues to travel across Lesotho from the lowlands to the remotest highlands, helping citizens access and understand the new system.
Seabata Mahao is a general news reporter with special focus on Business and Sports. Started working at Newsday in 2021. Working in a team with a shared goal is what I enjoy most and that gives me the motivation to work under any environment leading to growth.
