Dian launches video assistance service for refund and compensation procedures in Bogotá

The National Tax and Customs Directorate (DIAN) announced the launch of a new video assistance service exclusively for the city of Bogotá, focused on the filing of manual requests for refunds or offsets of outstanding balances.

This virtual channel aims to streamline the application process and provide personalized support from specialized officials from the entity, which will optimize time, reduce travel, and improve the taxpayer experience.

With this announcement, the DIAN also announced that the electronic mailbox previously used for these types of procedures is being disabled, moving the entire process to the digital scheduling and video support platform.

"This new channel seeks to facilitate closer, more efficient, and more reliable service, reinforcing our commitment to the simplification and continuous improvement of services ," the organization stated.

Interested taxpayers should visit www.dian.gov.co , select the "appointment scheduling" option, choose the "video assistance" option , and select the procedure for refunds or compensation. From the same platform, they must first upload the required documents to complete the process.

It is important to note that submitting via video assistance does not automatically guarantee approval of the application , as the responsible official must verify that all established legal and formal requirements are met.

The new service is only available to taxpayers in Bogotá, where a significant portion of refund and compensation requests are concentrated. This pilot phase will allow for evaluating the feasibility of expanding the model to other regions of the country in the future.

With this implementation, the Dian centralizes and completely digitizes the process, eliminating the use of email as a channel for receiving documents and incorporating remote support tools that improve traceability and efficiency.