Tax and SARS knowledge base
When should I use SOQS instead of calling or visiting SARS?
When should I use SOQS instead of calling or visiting SARS?
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Direct answer
Use SOQS when the service you need appears in the SARS Online Query System and you can complete the required fields and attach the requested evidence. SOQS is designed to let taxpayers engage online instead of visiting a branch or calling where that service is available.
Do not assume SOQS covers every SARS matter. The general SOQS guide excludes Customs and Excise services, and each online query has its own information and document requirements.
What this means in practice
SOQS is a menu of specific services, not a general mailbox. SARS describes it as a system for tax-related registrations, requests, queries, reporting and submissions. You first select the relevant query type, then provide the mandatory information and supporting documents where the screen requires them.
That makes the first step important: describe your need precisely. For example, SARS lists functions such as checking auto-assessment status, requesting a tax number and submitting supporting documents. A request for supporting documents follows a different route from a request to report digital fraud or check auto-assessment status.
Where SOQS offers the service, it can reduce the need for a branch visit or telephonic engagement. It does not remove the need to understand the case, supply correct facts or use a different route when SARS directs you to one.
Step-by-step
- Identify the exact outcome you need.
Start with the SARS letter, assessment or account question. Decide whether you need to check a status, submit documents, make a particular request, report digital fraud or use another listed service.
- Check the SOQS service list.
Open SOQS through the SARS website or the Contact Us area. SARS also lists selected digital-channel services on its website. Look for the service by its actual name, rather than choosing an approximate option.
- Read the screen requirements before entering information.
The query can require taxpayer details, a case number, a tax number, contact details or supporting documents. Collect these before starting so you do not submit a partial or mismatched request.
- Use SOQS where the relevant service is available.
Select the query type, complete the required fields and attach only the records specified for that query. Review the entries before submitting.
- Keep the case or confirmation record.
Retain the confirmation, status notification and documents submitted. These help distinguish a submitted online query from an unresolved account or tax issue.
- Use a different official route when SOQS is not the service.
If the required service is not shown, follow the route SARS gives for that issue. This could be eFiling, the MobiApp, an appointment, a Contact Centre channel or another formal process.
Documents and records to keep
- The SARS correspondence or account reference that explains the need.
- Tax number and identity or contact details required by the screen.
- Case number, where one exists.
- Supporting documents requested by the selected SOQS query.
- Confirmation and any later SARS correspondence.
Important limits and exceptions
SOQS is not a guarantee of immediate resolution. SARS still processes and reviews the submitted query. A confirmation means the query was received, not that SARS has accepted a tax position or corrected an account.
The general guide does not cover Customs and Excise services. Do not use this article to select a Customs route. Nor should you upload documents through a supporting-document query unless SARS has formally asked for them.
Some matters are taxpayer-specific. A missing source document, disputed assessment or suspected profile compromise may need a specific service and different evidence.
When to get tailored advice
Get tailored help if you cannot identify the right service, have several linked SARS cases, or need to respond to a material assessment or verification request. Ask for assistance before submitting information you cannot support.
TaxProof can help sort correspondence into a clear list of questions and documents, and identify the most likely official channel. SARS decides whether SOQS is available for a particular request.
Related TaxProof guides
- How do I submit supporting documents through SOQS instead of eFiling? (B03-ADM-001)