The Canada Revenue Agency thanks all Canadians who provided feedback to the Serving Canadians Better consultations 

News release

June 19, 2019               Ottawa               Canada Revenue Agency

The Canada Revenue Agency (CRA) is listening to Canadians, changing how it works, and improving the services it offers.

In its effort to serve Canadians better, the Agency held public consultations that gave people across the country the opportunity to talk about their experience when interacting with the CRA. The CRA thanks all those who took the time to participate in these consultations and offered their ideas on how the Agency can do better. Their input will help inform the Agency’s service transformation and supplements the input the CRA is receiving through existing feedback channels, public opinion research projects, consultations, call centres and social media, which are already shaping service improvements.

The final Serving Canadians Better report will be available in fall 2019 and will capture the feedback received from Canadians through in-person sessions and the online consultation. For example, Canadians have stated that they would like the CRA to provide more personalized service and that information should be easier to understand, easier to access, and targeted to individuals based on their unique circumstances, particularly in service to vulnerable clients. Canadians also want the CRA to be more proactive by doing more to educate on taxes and tax obligations. The report will include the CRA’s action plan to address these and other opportunities that were raised during the consultation.

The CRA takes pride in serving millions of Canadians each year and is working to improve their service experience. The Agency continues to listen and learn from Canadians so that it can improve service delivery and keep up with Canadians’ evolving expectations.


"Over the last three years, our Government has introduced changes that are leading to real results for Canadians. We have been making it easier, faster, and more secure to file taxes and get credits and benefits. We are committed to doing more. Thank you to every Canadian who attended a session or completed an online consultation questionnaire. You have helped us take another step forward in how the CRA delivers services."

-The Honourable Diane Lebouthillier, Minister of National Revenue

"I am very grateful to have had the opportunity to meet Canadians across the country and hear their views on how the CRA can improve service. The Serving Canadians Better consultation is a major element of our transformation journey. Listening to Canadians, and responding to their concerns, expectations and desire to improve CRA’s services will be the foundation of our improved relationship with those we serve."

-Mireille Laroche, Chief Service Officer, Canada Revenue Agency

Quick facts

  • Online consultations were open to all Canadians from April 23 to June 18, 2019.

  • The CRA also conducted 7 in-person consultations in Vancouver, Winnipeg, Mississauga, Montreal, Moncton and Halifax during May and June 2019.

  • Over 3,300 submissions were received through the online consultation and the CRA met with 142 people through the in-person consultation sessions.

  • The final report on the in-person sessions and the feedback received through the online consultation will be available in the fall 2019. In the meantime, summaries of each in-person session are available online. 

Associated links


Émilie Gagnon
Press Secretary
Office of the Minister of National Revenue

Media Relations
Canada Revenue Agency

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