23.01.2026, 11:58 3961

135.5 thousand citizens’ appeals received by the contact center: Bektenov familiarized himself with the progress of explaining the tax reform

Prime Minister Olzhas Bektenov familiarized himself with the digital infrastructure of the E-Finance Center (EFC) and the ongoing work to explain the tax reform to the population and business within the framework of the tasks set by the President in the Address to the People and at the National Kurultai, primeminister.kz reports.

During the visit, the operation of the Unified Contact Center was demonstrated. Taxpayer consultations are conducted through a three-level system: initial explanations, support, and the introduction of changes to information systems. In total, since the beginning of January of the current year, about 135.5 thousand appeals have been received via phone calls through the free 1414 hotline, messengers, and AI-powered chatbots that provide instant answers to questions.

On a daily basis, operators handle an average of about 13-14 thousand appeals. At the same time, around 7 thousand of them were related to issues of tax reform, social payments, and others. In case of necessity, calls and messages from citizens and businesses are forwarded to specialized divisions for analysis and adoption of systemic decisions.

As the Head of State noted in his speech at the National Kurultai, with the introduction of new provisions of the Tax Code, our task is to ensure a smooth, conflict-free "fiscal transit". To build an effective system of interaction with the population and business.


We are forming a fair and effective tax system and are gradually moving toward the development of a culture of tax compliance. It is important to stimulate a conscious approach - to contribute to the development of one’s native land through the payment of taxes. This is exactly the form of patriotism the President spoke about. Already today we see that business is smoothly adapting to the principles of a Fair Kazakhstan. In 2025, business entities independently accrued additional taxes totaling more than 750 billion tenge," Olzhas Bektenov noted.

The Prime Minister emphasized that tax reform, like all innovations, certainly brings difficulties and new challenges. Nevertheless, business activity in Kazakhstan continues to grow. According to the Ministry of Finance, in 2025, 480 thousand new legal entities were registered in the country. In the first 20 days of this year alone, another 22 thousand entities were registered, which indicates that negative forecasts about an alleged mass closure of businesses are not being confirmed. However, if norms that clearly hinder business activity are identified, they must be summarized and proposals for their adjustment must be submitted.

Emphasis was placed on accessible and high-quality explanation to the population of the reforms being carried out in the country, aimed at simplifying tax administration and reducing bureaucratic procedures.

The E-Finance Center is a key service tool for interaction between citizens, business, and government bodies. The main digital infrastructure facility of the Ministry of Finance provides consulting services to taxpayers, technical support, and administration of information systems. The divisions are located in a new building that has brought all services together on one site, which in turn has increased the level of information security.

In addition to consultations, specialists of the E-Finance Center ensure the functioning of 21 information systems responsible for fiscal and budgetary policies. In addition, the Center acts as a state operator in such areas as support of the budget process integrator, operator and service support of the public procurement portal, and others.

Following the visit to the facility, the Prime Minister instructed the Ministry of Finance to ensure all necessary conditions for further technological modernization of the E-Finance Center and increasing the capacity for processing citizens’ appeals through all communication channels.
 

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