about_us

About Us

About Eswatini Revenue Service

The Eswatini Revenue Service (ERS) is a semi-autonomous revenue administration agency. It was set up through the Revenue Authority Act, 2008 (as amended). The ERS works within the broad framework of Government but outside of the civil service.The ERS is structured as a corporate entity and strives for operational excellence and efficiency. The organization is headed by a Commissioner General – Mr Brightwell Nkambule since 2022. ERS has a Governing Board appointed by the Honourable Minister of Finance.
OUR MISSION

We are an effective and efficient service-oriented revenue and customs administration, driven by a performance culture that promotes compliance through fair, equitable, and transparent application of the law.

OUR VISION

100% Voluntary Compliance for a better Kingdom of Eswatini.

Our Values

Performance Excellence

Strive for professionalism and continuous improvement.

Relationships

Focus efforts on delivering high-level customer service and recognizing the impact of actions on internal and external stakeholders.

Innovative

Continuously implement new ideas that re-engineer service offering and the way in which ERS operates.

Integrity

Promote honesty, trust, and openness in conducting business.

Transparency and Accountability

Open in operations and communication whilst being responsible for actions and decisions.

Mandate

We get our mandate from the Revenue Authority Act, 2008 (as amended). The ERS mandate includes the following:

Alliances and Agreements

In furtherance of the ERS mandate, and in working towards adopting best practices, the ERS is a member of various international organisations, such as the: African Tax Administration Forum (ATAF); World Customs Organisation (WCO); and the Commonwealth Association of Tax Administrators (CATA). Furthermore, we collaborate with the International Monetary Fund (IMF) to improve our efficiencies through conducting assessments, such as the Tax Administration Diagnostic Assessment Tool (TADAT). We then compare our performance at all angles against other revenue administrations across the globe. We also utilise the WCO Data Model (DM) as the data foundation for global trade interoperability for over two decades. The aim of this is to suggest areas of improvement. We constantly pursue alliances and cooperation agreements with other reputable revenue agencies and other international organisations. The list below shows our current agreements.

ERS’s Alliances and Agreements
Double Taxation AgreementsTax Information Exchange AgreementsCooperation Agreements with Other Revenue Authorities
South AfricaIsle of ManSouth Africa (VAT Refund Scheme)
United KingdomThe States of GuernseyMozambique
MauritiusMauritius
SeychellesLesotho
Taiwan (Republic of China)Botswana
BotswanaMauritius
LesothoSeychelles
Tanzania
Zimbabwe

Other Agreements in Force:

  • African Tax Administration Forum Agreement on Mutual Assistance in Tax Matters
  • Southern African Development Community (SADC) Agreement on Assistance in Tax Matters
  • The Multilateral Convention on Mutual Administrative Assistance in Tax Matters
  • SADC Amended Protocol on Trade, Annex II - Customs Cooperation within SADC
  • International Convention on Mutual Administrative Assistance for the Prevention, Investigation and Repression of Customs Offences

Strategic Themes

Employee Experience

To create a conducive work environment, with an engaged and productive workforce that possess the appropriate competencies for the digitalised ERS.

Digitalization

To accelerate digitalization of operations to ensure efficiencies in revenue collection and trade facilitation.

Trade Facilitation and Enforcement

To reduce the time for moving legitimate goods across our borders and implement the Trade Facilitation Agreement that the country signed into with the World Trade Organization.

Client Experience and Education

To provide a rewarding client experience to improve trust and deliver educational programs that shall empower our clients to competently honour their tax and customs obligations in full and on time.

Our Service Promise

The Charter sets out the way we will conduct ourselves when dealing with you. It will help you understand:

  • Your rights as a taxpayer.
  • Your important tax obligations.
  • The service and other standards you can expect from us, and
  • What you can do if you’re dissatisfied with our decisions, actions or services, or you want to lodge a complaint.
Your Rights

  • To be presumed honest and compliant
  • To be treated fairly with your legal rights and freedoms fully respected
  • To have access to professional services and assistance from us and for us to give you information that you can rely on
  • To expect us to explain to you the decisions we make about your tax affairs
  • To appeal or seek a review
  • To be represented and advised
  • To entitlements, deductions, allowances, and refunds
  • To minimize your tax liability within the bounds of the law
  • To have overpayments of tax or duties refunded to you within 45 days
  • To request a payment plan
  • To have access to your information
  • To preserve privileged communications from disclosure
  • To have privacy, confidentiality and for trade secrets to be safeguarded
  • To complain and to expect that your views will be heard and addressed
  • To expect us to administer taxes and duties in ways that minimize compliance costs.
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Your Taxation Obligations

  • To be honest in all your dealings with us
  • To maintain the records required by law
  • To be accurate and take reasonable care in preparing all documents you submit to us and in choosing those who act for you
  • To register immediately when starting in business and to notify us promptly of relevant changes of circumstances
  • To lodge returns or other information by the due date
  • To notify us of any mistakes promptly
  • To disclose non-privileged documentation
  • To cooperate fully with us
  • To be aware of your personal responsibility
  • To pay your taxes and duties on time
  • To be aware of liability for penalties and interest.

Code of Ethics and Conduct

The ERS Employee Code of Ethics Conduct spells out the minimum expected standards of personal and professional behaviour required of employees. The code applies to all employees, associates, and members of the governing board and any other person who acts on behalf of and in the interest of the ERS as maybe applicable.

Prohibition from accepting gifts, benefits and hospitality

Avoiding Conflicts of Interest

Declaring financial and other interests

Upholding integrity and ethical behaviour.

Safeguarding official and taxpayer information

Restrictions on political and media activity

Prohibition of misuse of resources

Reporting of fraud, corruption, misconduct, and anything prejudicial to the interest of the ERS

ERS Customer Service Standards

Customer service standards are a set of rules that are derived from the ERS's Vision; they aim to give direction to the ERSs strategic and business activities as well as its conduct in order to realise the Vision.

What Are Services Standards

Service standards are a set of guidelines that govern the conduct of all staff towards ensuring quality service delivery by the ERS. Effective Customer Service Standards are defined in very specific terms to ensure that employees understand what they are required to deliver. These standards will also be the tool used to measure the ERS’s performance in relation to customer service.
ERS Customer Standards

ERS Internal Affairs Mandate

Internal Affairs Division is charged with the responsibility to devise strategies to prevent and combat fraud and corruption within the ERS. Whilst collecting revenue is in the fore-front, it is essential that such task is executed by staff that is ethically clean and free of corruption and related vices. Internal Affairs Division reports to the Commissioner General who is the CEO of the Organization. Since internal fraud and corruption has business risks and has vulnerabilities, the Division is also required to report to the HR & Ethics Committees of the Governing Board.

To carry out this mandate, the Division uses a three-pronged strategy, namely:

Detect & Investigate

This requires the need to detect and investigate all suspicions of internal fraud, corruption and related vices that involves ERS employees. Successful cases are referred to the disciplinary hearing process and or referred to other law enforcement agencies for criminal investigation purposes. Information gathered in the course of investigation is handled in terms of the organization's confidential policies. Witnesses and whistleblowers are protected within the dictates of the organizations' Whistleblowing Policy. Cases are investigated without any fear or favour.

Integrity and Ethics Awareness/Education

Sensitizing staff and the public on the evil and dangerous effects of corruption and all unethical behaviour within the revenue administration is one of the key proactive means to fighting corruption. Information in this regard is disseminated through various means. Concomitant to integrity and ethics awareness or education is the promotion of whistleblowing platforms, to report suspicious practices of corruption and any unethical behaviour as linked with ERS. Anonymous reporting is encouraged where necessary.

Corruption Preventative Oversight Responsibilities

This aspect of the strategy regulates certain staff practices considered to be of ethical risk and in conflict with the Code of Ethics and Conduct. These includes management of staff gifts, staff outside/external involvement, management of staff conflict of interests conducting staff lifestyles checks through the annual requirement for staff to declare their income and assets.

Internal Affairs Contacts

Whistleblowing toll free line 800 000

Slido: www.slido.com passcode 8008000

Cellphone number 76063107

Landline: 24048549

Postal Address: Director Internal Affairs, P.O. Box 5628 Mbabane, Eswatini

Physical Location: 1st Floor, Ingcamu Building, Somhlolo Road, Mbabane, Eswatini

Click here to download the Standard Terms and Conditions of Supply of Goods and Services.

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Stay updated with ERS news, data, publications, projects, events and opportunities.



About ERS

The Eswatini Revenue Service (ERS) is a semi-autonomous revenue administration agency, established through the Revenue Authority Act No. 1 of 2008. It operates within the broad framework of Government but outside of the civil service.



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