Ezulwini – Eswatini Revenue Service used its appearance on the Market View Tax Talk programme on Eswatini TV on Thursday November 6 2025 to urge taxpayers across the country to keep their profiles current, warning that outdated details continue to cause refund delays, misdirected communication and unnecessary compliance challenges.
The interview was hosted by Eswatini TV presenter Notsile Sithole, who was joined in studio by Ntobeko Dlamini, director of communications and marketing at the ERS, and Cebolenkhosi Mahlalela, the manager of taxpayer education and information. The two officials told viewers that profile maintenance is an ongoing responsibility that supports efficient service delivery and aligns the ERS with global standards such as TADAT.
Dlamini explained that accurate taxpayer information is essential because the ERS now relies heavily on digital tools such as TaxEase, email and SMS to communicate with clients. She said updated profiles allow the organisation to send reminders, notices and important updates without delays.
Mahlalela gave a detailed breakdown of the types of information taxpayers must update. She said email addresses are a key requirement because they are used for logging into TaxEase and receiving workflow notifications. If taxpayers change their email without informing the ERS, they may lose access to their profiles or miss critical messages.
She noted that mobile numbers must also be updated, saying many people now change or add new numbers due to the availability of multiple service providers. Since the ERS sends bulk SMS alerts and compliance reminders, an outdated number results in missed communication.
Mahlalela highlighted the importance of reporting business ownership changes. She said companies often forget to update their Form J, which leaves former directors attached to the business in ERS records. This can lead to the ERS sending official communication to someone who no longer represents the company.
She added that changes in physical address must be reported. Many businesses relocate from areas such as Manzini to Mbabane or shift into new complexes, and these movements affect VAT certificate placement, regional categorisation and targeted outreach. Updated addresses ensure ERS content reaches the correct location.
She also pointed out that public officer details must be kept current because the public officer represents the company in all engagements with the ERS. An outdated listing may cause the organisation to take instructions from someone who is no longer authorised.
Mahlalela further noted that bank account details are critical. Refunds often fail or bounce back when taxpayers change banks or open new accounts without updating their profiles, causing avoidable delays.
Dlamini and Mahlalela guided taxpayers through the update procedure. Taxpayers can visit the ERS website, open the forms tab and complete the taxpayer profile maintenance form for individuals or businesses. They may then email the completed form with supporting documents to the ERS or submit it at any service centre or the head office. A notification is issued through the TaxEase platform once the update has been processed.
Mahlalela outlined several benefits of accurate profiles such as timely communication, quicker processing of refunds and returns, reduced compliance risks, improved taxpayer education content and enhanced protection of confidential information. She said the integrity of the ERS database depends on updated records.
She clarified that there is no deadline for profile maintenance. Because changes occur throughout the year, taxpayers are expected to update their information whenever adjustments take place.
Dlamini added that the latest brand satisfaction survey showed taxpayers prefer communication via email and SMS. She said this makes accurate contact details even more important, as ERS also uses automated IVR reminders and follow ups from client relationship managers to address account issues and deadlines.
The ERS encouraged taxpayers across Eswatini to update every detail that changes, no matter how small, to ensure seamless access to services, swift refunds and correct delivery of official correspondence.
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