SARS unveils platform to help South Africans fix tax-related issues from home — here’s how to use it

As part of its ongoing digital transformation and drive to improve taxpayer convenience, the South African Revenue Service (SARS) has enhanced its Online Query System (SOQS)—a self-service digital tool that allows taxpayers and businesses to submit queries, upload documents, request tax compliance status, and more, without needing to visit a branch. The system plays a central role in the 2025 tax season, offering a faster, safer, and more transparent way to engage SARS across a wide range of services. Here’s everything you need to know about using the platform effectively.

What is SOQS and Why It Matters

The SARS Online Query System (SOQS) is an intuitive, user-friendly digital platform available 24/7 via the SARS website. It enables taxpayers and businesses to raise queries with SARS—ranging from tax assessments to debt queries, documentation uploads, and more—without needing to visit a branch.

By offering remote assistance in a wide range of tax-related matters, SOQS supports SARS’s broader objectives of enhanced customer service, digital transformation, and improved voluntary compliance.

2. How to Access SOQS

There are three simple entry points to the SOQS portal via the SARS website :

1. Click “SARS Online Query System” directly on the home page.

2. Use the “Contact Us” menu and select “Send Us a Query”.

3. Scroll to the “Use our Digital Channels” section and pick “Send Us a Query”.

   
   
   

Once inside, users are presented with a full list of available query types, each linked to a tailored form to submit requests.

3. Extensive Range of Query Services

SOQS supports an extensive variety of query types, reflecting SARS’s evolving service offerings. Key services include:

• Submit a Payment Allocation Query

• Request Your Tax Reference Number

• Submit Supporting Documents

  
  
  

• Report a New Estate Case

• Update Registered Representative

• Trust Registration Request

• Request Notice of Assessment or Statement of Account

  
  
  

• Tax Compliance Status Request & Verification

• Account Related Queries (e.g., VAT, PAYE)

• “What’s My Directive Status” — now OTP-secured.

• Provisional Taxpayer Auto Assessment Request — 2025 year of assessment.

• Report Digital Fraud

• Log SARS Employee Corruption

• Donate & WTR Declarations (Donations Tax and Royalties submissions).

• Large Business & International (LBI) queries

• Customs & Excise-related queries (e.g., FM Diesel Refund, Customs Code, RLA status).

4. Step-by-Step Query Submission Process

Every query follows this efficient workflow:

1. Select the relevant query type

2. Complete the online form, including personal or entity details

3. Attach supporting documents, where needed (like ID copies, medical receipts, etc.)

4. Solve CAPTCHA

5. Submit, then await acknowledgment that confirms receipt

6. Monitor status or outcome via SOQS, or receive correspondence via email/SMS

Some functions (e.g., “What’s My Directive Status,” Provisional Auto Assessment Request) may require one-time password (OTP) verification.

5. Specialised Query Examples

a. Payment Allocation

Use this when payments seem to have been misapplied. After entering your ID/Tax Ref, choose Payment Allocation, upload proof (like bank statements), and submit.

b. Tax Number Request

Forgot your tax number? Use the “What’s My Tax Number” option—no documents required; SARS retrieves it using your ID/passport.

c. Supporting Documents

Respond to SARS letters by uploading requested documents directly, tracking status and receiving instant email notification once processed .

d. Tax Compliance Status (TCS) Requests

Request “Good Standing” status or verify your compliance status. Tax officials or registered practitioners can apply, with OTP verification and instant feedback.

e. Report Digital Fraud

If your SARS profile is compromised—or fraud suspected—file a “Report Digital Fraud” query, providing details and documentation. SARS creates an investigation case.

f. Provisional Taxpayer Auto Assessment

Introduced for 2025, this enables provisional taxpayers to opt into auto-assessment, streamlining return submission.

6. Security & User Authentication

Security is a priority. SOQS now includes OTP authentication for select queries, such as Directive Status checks, to protect personal data and prevent unauthorized access. Additionally, CAPTCHA helps prevent automated misuse of the system.

7. How SARS Communicates Post-Submission

After submitting, SARS responds via SOQS, email, or SMS. Complex cases (e.g., fraud or external referrals) will generate a case number and are subject to SARS processing timelines. If data mismatches or errors occur, an immediate error message appears with next steps .

8. Continuous Feature Updates

SOQS is regularly updated to reflect SARS’s digital strategy:

• March 2024: Added Submit Supporting Documents and “New Estate Case” queries, “Auto Assessment Status,” and LBI queries.

• April 2025: Enabled Donations Tax (IT144) and Withholding on Royalties (WTR01) submissions via SOQS.

• July 2025: OTP added to “Directive Status” and provisional taxpayer auto assessment option.

These updates demonstrate SARS’s commitment to expanding user convenience and digital integration.

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9. Benefits to Taxpayers

• Convenience – raise issues anytime, anywhere without branch visits.

• Speed – instant submissions and responses, provided contact info is current.

• Clarity – form-based queries ensure you’re asking the right question.

• Record-keeping – case numbers and email/SMS logs track communication.

• Security – OTPs and CAPTCHA protect your data.

10. Tips for Effective SOQS Use

• Double-check ID or Tax Reference numbers before submission to avoid errors.

• Always attach clear, relevant documents to prevent delays.

• Use SOQS dashboard to track progress and follow up if needed.

• Update your contact details in eFiling/MobiApp to receive notifications.

• Log in to SOQS directly from SARS.gov.za to ensure authenticity.

Useful tips

With SOQS, SARS has significantly enhanced its digital service delivery. Covering dozens of query types and continuously updated for functionality and security, this system empowers taxpayers and businesses to manage their tax affairs more effectively and conveniently.

Read the comprehensive guide HERE.