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

Transcript

At the CRA, we serve millions of Canadians every year.

Last year, we processed over 29 million returns, issued over $28 billion in tax refunds, and provided Canadians with $31 billion in benefit payments.

To make filing easier, faster, and more secure then ever, we have made key investments in our digital services, and we’re delivering results.

Canadians used to have to find all their papers, find the right figures and copy them into the right place, mail their return, and then wait up to 12 weeks to find out if they’d get a refund.

Now Canadians can save time and avoid mistakes by using tax software to fill in large parts of their tax return automatically with “Auto-fill my return”, and also get their Notice of Assessment seconds after filing using the Express NOA service.  

Canadians are responding to these services:

• Nearly 90% of Canadians file their returns online
• 8.6 million are using our secure portals to view information and undertake transactions
• Autofill my return service was used over 25 million times
• And more than 7.8 million have signed on to get their mail online electronically and securely

But it’s not just about digital services, we are helping all Canadians

• Last year, we sent 2 million people tax returns by mail, ensuring seniors, those with mobility impairments, and Canadians in remote areas would receive their tax and benefit packages at the right time without leaving their home.
• We introduced File my Return, inviting eligible Canadians with low and fixed incomes whose situations remain unchanged from year to year, to file their returns by answering a few simple questions over the phone
• Through our volunteer program, we helped – for free, a record number of Canadians -- over 700,000 – to complete their taxes.
• Still need help?  Well, we will soon have a new phone system which will make it easier to reach the Agency.

Canadians have told us that they expect improved customer service.

We get it - and we are starting to do things differently.

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