How the CRA will improve services related to the audit, collections, and appeals processes

What you said

You told us loud and clear that you are not happy with the lengthy amount of time it takes to resolve an objection. You want us to improve communications between businesses, their representatives, and our auditors. You wonder why a collections agent calls after you have made a payment arrangement.

What we will do

• Improve the time it takes to resolve an objection. In the fall of 2016, we developed a comprehensive action plan to improve timeliness and better inform Canadians of the expected and actual timeframes for resolving an objection based on complexity level.
• Improve audit processes and communications with businesses and their representatives. We will learn your views by launching a post-audit survey for small businesses and monitoring the feedback we hear.
• Enhance the clearance certificate process by communicating earlier when you apply, and by providing information that helps identify situations when you may not require a clearance certificate.
• Ensure national consistency by communicating collection procedures to audit branches and offering training for auditors.