SARS has a comprehensive service charter noted below. This is useful in knowing or possibly managing expectations on when a response can reasonably be expected. It is useful for in knowing when to remind yourself to follow up with SARS on queries. It is important that you hold SARS to these deadlines and progress keeping track of all your case numbers.
For each query a turnaround time is specified. Once SARS is outside of these windows you can lodge a complaint, and depending on the severity of the query, lodge a complaint with the Ombudsman immediately or once the turnaround time for the complaint has elapsed.
Find below the services charter herewith a link to the Tax Ombudsman.
You can also get the most recent charter on SARS’s website here.