François Boileau, the taxpayers’ ombudsperson, is asking interested members of the public to share their thoughts and experiences relating to delays by the Canada Revenue Agency (CRA) in processing complex T1 (income tax and benefit return) adjustment requests.
“The feedback we receive will help us better identify any service gaps and potential improvements the CRA could make,” Boileau said in a news release from the Office of the Taxpayers’ Ombudsperson.
Boileau also sought insights on available options for resolving complaints before the CRA. The anonymous online questionnaire will close on Sept. 2, the first anniversary of the launch of the 100-day service improvement plan.
“Not everyone who experiences an issue with the CRA will necessarily reach out to our Office to complain,” Boileau said. “We have opened this questionnaire to the public to get a fuller picture of their experiences for our systemic examinations.”
Two systemic examinations into Canada Revenue Agency
According to the office’s news release, the questionnaire is part of its research for two systemic examinations, established this spring, in connection with the CRA.
“It has been almost a year since the start of the 100-day service improvement plan,” Boileau said. “We know the CRA has made many improvements, but we have launched two systemic examinations to see if it could do more.”
These new examinations delve into complex T1 adjustment delays and the options available for resolving complaints.
More on Office of the Taxpayers’ Ombudsperson
The office shared that it has been assessing the CRA’s work to deliver a better quality of service for taxpayers since the service improvement plan’s launch.
According to the news release, the office’s responsibilities include spreading awareness about the Taxpayer Bill of Rights, reviewing complaints regarding the CRA’s quality of service, and identifying and reviewing systemic and emerging issues.
The office directs recommendations to the federal finance and national revenue minister or to the minister and the chair of the CRA’s management board.
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