Problem Resolution

Problem Resolution is a service that the Canada Revenue Agency (CRA) offers to Members of Parliament and their constituency offices for resolving tax and/or benefit matters.

The objectives are to oversee the resolution of taxpayer problems when normal administrative and operational channels and procedures have been unable to do so. From time to time, there may be a matter that calls for special intervention such as:

• a situation that causes financial hardship, for example, when there is a delay in processing a payment, and the taxpayer depends on it to cover essential needs such as housing, food, medical expenses, and utilities;
• a situation that requires a high degree of sensitivity, for example, where a taxpayer experiences personal difficulties such as a serious illness or a personal or family problem;
• a recurring problem, or part of a trend, resulting in many requests for the same type of matter; or
• a situation where an Agency error was identified.

For swifter resolution on non-complex inquiries, we strongly recommend the options below instead of referring a case to problem resolution.

Did you know:

• Automated Service – Taxpayers can get their personal and general tax information from our automated Service by calling 1-800-959-8281. This service is available 24/7 and allows taxpayers to access services such as requesting that a proof of income statement be mailed to them without needing to speak with an agent. For a complete list of all services available, please consult the Contact the CRA page.
• Debt collection – Generally information relating to the Canada Revenue Agency (CRA) collection process can be found on the CRA site, please refer to: When you owe money – collections at the CRA.
• Locked online accounts – Taxpayers who are locked out of their My Account must contact the General Enquiries line at 1-800-959-8281 for assistance and 1-800-959-5525 for My Business Account.
• Charlie the Chatbot – In March 2020, the CRA launched a Chatbot to help answer frequently asked questions. This service is available 24/7 and assists taxpayers in obtaining the information they need from the CRA pages on Canada.ca. For further information, see CRA Chatbot.
• Documents Verification Service – In March 2024, the CRA implemented an alternative method to obtain full access to CRA online services called the Document Verification Service (DVS). Individuals who choose this option will no longer need to wait up to ten (10) business days to receive a CRA security code by mail. For more information about this service, please consult the Verify your identity – CRA sign-in services help page.
• CRA Online chat – The CRA is piloting a new authenticated chat service in My Account where taxpayers can chat with a live agent about account-specific enquiries. During the pilot, topics will be limited to personal taxes, benefits, and registered plans. For more information about this service, please consult CRA Online chat.
• Video Relay Service – In an effort to improve services to Canadians who are deaf, hard of hearing, or speech-impaired, the CRA introduced in December 2023 new dedicated phone lines for video relay services (VRS). This service is operated by the Canadian Administrator of Video Relay Service (CAV) and you can find more information on how to use this service on Reducing barriers to contacting the CRA with the new dedicated phone lines for video relay service (VRS) users.
• Outreach Officer – The CRA provides in-person outreach for organizations that support vulnerable segments of the population (newcomers and refugees, seniors, youth, persons with disabilities, modest income Canadians and the housing insecure, and Indigenous peoples). Organizations can request an information session by visiting the How outreach officers can help your community learn about tax and benefits page.
• Liaison Officer service – The CRA offers free, personalized support to owners of small business and self-employed individuals. Liaison officers are here to help Canadians better understand their tax obligations and avoid unintentional errors. For further information, please consult the Liaison Officer service - free tax help for small business owners and self-employed individuals page.
• Tax Information Videos – These are online educational videos for individuals and small businesses on topics such as preparing an income tax and benefit return, starting a business, and keeping records. For a list of all the videos offered by the CRA, consult the CRA Multimedia library.
• Community Volunteer Income Tax Program (CVITP) – Community organizations host tax preparation clinics and arrange for volunteers to prepare income tax and benefit returns for eligible individuals who have a modest income and a simple tax situation. For further information, see Free tax clinics.
• Educators products – Taxpayers can learn about taxes, take the online course, and get the tools to do their tax return. Using the learning-focused model, teachers can teach students the basic concept of taxes. For a list of products offered by the CRA, refer the taxpayer to Understanding taxes.
• Charities Directorate – There are videos and transcripts to help individuals stay informed on charities-related information. For a list of videos, consult the Charities video gallery.
• Scientific Research and Experimental Development (SR&ED) Program – There are webinars that give general and sector-specific overviews of the program, explaining eligibility, how to file an SR&ED claim, and a summary of the financial aspects of the program. To view schedules of the webinars, consult SR&ED webinars - Scientific Research and Experimental Development (SR&ED) tax incentives.

Role of a Service Feedback officer:

• The officers facilitate the resolution of tax and/or benefit matters raised by Members of Parliament and their constituency offices and acknowledge receipt of the request within five business days.
• Most issues are resolved within 15 business days. However, if the resolution of a matter goes beyond this period, officers keep Members of Parliament and their constituency offices updated and provide an anticipated completion date, when possible.