Digital age: LHDN is phasing out manual e-filing for tax returns starting this year. — AZMAN GHANI/The Star
PETALING JAYA: Every year, Fabian Gomez (not his real name) turns to his friends or colleagues to help him file his taxes via e-filing.
He finds the system just too complex.
“For the past few years, I have asked my colleagues to help me file the taxes in the office.
“It was easier five years ago when I filed my taxes manually, going to the Inland Revenue Board (LHDN) office in Melaka. The officers would help fill in the paper forms,” he said.
This year, things are about to get worse for people like him.
LHDN has announced that from the tax assessment of 2024, all returns have to be done via e-filing with no manual option. Fabian is not too happy about this.
The writer, who spent more than an hour studying the guide on e-filing recently uploaded on the LHDN website, said he found it confusing.
“It should be simple enough for everyone to understand. I suggest that LHDN set up booths at public places so the elderly or those without Internet access can get help from officers,” he said, adding that a multilingual user manual should also be made available.
At the moment, the guides are only in English and Malay.
Fabian is not alone.
The National Council of Senior Citizens Organisations Malaysia (Nascom) believes a fully digitalised system could be challenging for the elderly.
Its president Datuk Dr Soon Ting Kueh said there should be an alternative or proper guidance on filing income tax.
While digitalisation is inevitable, he said adoption should not be abrupt.
“Many senior citizens struggle to even use smartphones and mobile apps. There are still a lot of areas for them to learn,” he said.
He suggests that a manual alternative should still be an option for individuals aged 55 and above or those who are less aware of technology.
“It’s almost impossible to ask people to help in e-filing as as it involves sensitive information. So, some elderly people will struggle,” he added.
Soon also feels that LHDN should open counters at its branches or community centres for the elderly.
G. Jonathan, 60, has had no choice but to hire a private accountant to do the job.
He said this was to ensure he did not make any mistake when trying to navigate through the website.
“I’m not familiar with online platforms and as a small business owner, I think it would be better if I hire someone to do it for me,” he said.
Federation of Malaysian Consumers Associations (Fomca) chief executive officer Dr Saravanan Thambirajah said e-filing for income tax returns aligns with Malaysia’s push toward digitalisation.
However, he said senior citizens and those less familiar with technology should be helped.
“Many older individuals may face difficulty navigating the system due to limited digital literacy or lack of access to devices and reliable Internet.
“To mitigate these challenges, LHDN should have support mechanisms such as personal assistance at branches, workshops, helplines and user-friendly guides,” he said.
He, too, suggests a transition period where manual submissions should be allowed for senior citizens or those with disabilities.
“The government must ensure no group is left behind in the transition to e-filing,” he added.
However, Zarina Kamaluddin is a 54-year-old who has no problems with the e-filing system.
The manager said it was very convenient as she did not need to queue up at the LHDN office.
“Many years ago, I remember we had to take time off from work to file our tax returns at LHDN. This took a lot of time. The online platform has saved me a lot of time,” she said.
