Share your thoughts: Accessibility and the Canada Revenue Agency

Current Status: Open

This consultation will open on April 21, 2022, and will close to input on May 31, 2022.

The Canada Revenue Agency (CRA) wants to hear from persons with disabilities and their caregivers about their experiences with the Agency – focusing on the accessibility of the Agency’s services, any accessibility barriers that they have experienced, and ways that these barriers could be addressed. The insights gathered from these consultations will be used to shape the CRA’s first Accessibility Plan, which will set out the CRA’s approach to addressing and preventing accessibility barriers.

Join in: How to participate

Sign up using a web form to participate in a virtual consultation session. Virtual sessions are being held throughout the consultation period, and registration will be managed through Microsoft Teams.

Complete an online survey

Complete an online survey about your experiences with the Agency. The questions asked in the survey will mirror the objectives of the virtual and phone discussions.

For those who would prefer private conversations, one-on-one (or group, for those who may want to engage with their caregiver present) interviews will be scheduled based on participants’ availability. Interviews will be held over the phone or on Microsoft Teams.

Bookings for interviews will be managed using Microsoft Bookings. Questions will mirror those in the survey but will be qualitative in nature.

Share your thoughts by phone

Call us at 1 (866) 217-7176 to reach our toll-free phone number and have a one-on-one interview during business hours. For those who prefer to have a call outside of business hours, this will be arranged on an individual basis. This number will also be available for those who have questions about the project.

Note: When registering for a virtual session or a virtual interview, please indicate if you need any accommodations to participate and provide any important details that can ensure that the right accommodations are secured for you.

Who is the focus of this consultation

The CRA will engage with persons with disabilities (and their caregivers) living in Canada who have interacted with the Agency; these interactions could include:

Filing personal or business taxes;
Applying for programs or benefits;
Using the Agency’s websites, online or paper forms, or other tools, and;
Contacting the Agency through any of its service channels (for example, call centres or in-person outreach).

Note: Interactions related to applying for jobs at the CRA will not be a part of the virtual consultations; however, any feedback about these interactions will be shared with the appropriate CRA teams.

Key questions for discussion

On July 11th, 2019, the Accessible Canada Act was enacted – formalizing the Government of Canada’s commitment to proactively identify, remove, and prevent barriers to accessibility wherever individuals interact with federal programs and services. This means going beyond just meeting accessibility standards and regulations; it means ensuring that accessibility is fully incorporated throughout the design and delivery of its programs and services. With this in mind, the CRA is seeking your ideas and input on two topics:

Identifying any accessibility barriers to CRA programs and services for persons with disabilities, including the impact that these barriers have on clients’ experiences.
Capturing ideas and recommendations from persons with disabilities on solutions that could address accessibility barriers that clients face when interacting with CRA programs and services.

Related information

Summary of the Accessible Canada Act
Accessible Canada Regulations

Contact us

Canada Revenue Agency
Chief Service Officer Directorate, Tools and Methodologies Section
Place de Ville, Tower B, 112 Kent Street, Ottawa, Ontario, K1A 0L5
SACSODG@cra-arc.gc.ca

If you are sending a letter through the mail, please notify us by email.

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