Working to serve Canadians better at the CRA

We're listening. We're changing. We're improving.

We're listening. We're changing. We're improving.

We heard you

Thank you to everyone who participated in the Serving Canadians Better consultations. Here's what we heard during the in-person sessions.

Summary reports

We are listening to you

The Canada Revenue Agency takes pride in serving millions of Canadians every year. We want you to have a good service experience, but we realize that hasn't been the case for everyone. We want to make things better.

Our focus on serving Canadians better means we are listening to you to learn how to improve. By putting your needs at the center of everything we do, we'll create a better experience for the people we serve.

Our commitments to Canadians

Making tax filing easier

We want to make it easier for you to do your taxes.

What we've heard
  • Taxes are complex. It should be easier to pay what is owed and get benefits and credits
What we're doing
  • Added tools like Auto-fill my Return which automatically fills in parts of your income tax and benefit return to help you avoid mistakes
  • Continue to mail forms and guides directly to people who file on paper
  • Offer free tax clinics across the country

Providing better information…faster

If you contact us, you won't have to wait as long.

What we've heard
  • Agents are great when you get through to the CRA, but the wait is long and answers can be inconsistent
  • Territorial residents face unique realities that can include a higher cost of living, environmental hardships and limited access to services
  • Accountants and representatives want to easily and consistently get the information they need, especially for unusual situations
What we're doing
  • Offering more self-serve options
  • Hiring more agents and improving our training so that they're better able to answer your questions
  • Updated our telephone system to make sure that you get into a queue when you call and you know how long you'll be there
  • Opened three new Northern Service Centres in Yukon, the Northwest Territories and Nunavut that will give you direct access to CRA employees
  • Expanded our dedicated telephone service if you are an accountant or a representative to make it quicker and easier to get the answers you need to support your clients

Helping Canadians get their benefits and credits

We want you to get the benefits and credits you're entitled to.

What we've heard
  • Many Canadians know that they need to file taxes to get benefits but lack the confidence to do it themselves
What we're doing
  • Write to thousands of Canadians who didn't do their taxes, but are eligible for benefits or credits
    • Since 2016, Canadians got $19.4 million in tax refunds and $59.7 million in benefit payments as a result
  • Offer free tax clinics to get you the benefits and credits you are entitled to

Holding ourselves to a higher standard

We want to consult with you to help us improve and give you the support you need to meet your tax obligations.

What we've heard
  • Despite improvements, we know that some Canadians are still facing challenges in their interactions with the Agency and the tax system
What we're doing
  • Conducting regular public opinion research and consultations with stakeholders and the general public to find out if we're on the right track
  • Improving our service standards to be more transparent, accurate, consistent, ambitious, and meaningful
    • This includes service standards for our call centres and processing times
  • Users of our website and online portals, and people calling our contact centres are randomly asked to participate in surveys that assess their service experience

Assisting businesses with their unique tax situations

We're delivering fair and helpful services to help businesses.

What we've heard
  • Some small business owners need help to do their taxes so they can concentrate on making their business a success
  • It can be confusing to manage filing and payment deadlines for a small business
What we're doing
  • Liaison Officers are available to visit with your small businesses and work one-on-one to answer questions and help you to navigate the business tax system with confidence
  • Small business owners can get year-round support through CRA BizApp
    • This application helps you create reminders and get quick, easy and secure access to the information you need to make payments, view transactions and manage your accounts
  • Providing insights on how the CRA is committed to serving small and medium businesses better

Stay connected and stay informed

Did you know that CRA has many ways you can engage with us other than through traditional channels?

You can:

  • Follow us on social media
  • Sign up for updates with one of our electronic mailing lists

Learn more to stay connected and stay informed with the CRA.

We’re listening. We’re changing. We’re improving.

Learn what we've already done to serve Canadians better.

Watch video : We’re listening. We’re changing. We’re improving.

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