Canada Revenue Agency research on clients’ service feedback experiences

As part of its People First approach, the Canada Revenue Agency (CRA) has committed to making information more helpful and easier to understand, providing more convenient access to services and support, and ensuring that Canadians feel understood, respected and valued. In an effort to provide consistent and ongoing opportunities for Canadians to give feedback on its services and information, the CRA will be conducting consultations with clients to understand the experiences and challenges they face when they file feedback with the CRA’s Service Feedback Program.

What we are doing

• An online questionnaire will be conducted with clients who have submitted a service complaint and whose service feedback file has recently been closed
• The online questionnaire is scheduled to take place in the spring of 2024

Participation

• Participation is by invitation only and is completely voluntary
• Participants’ privacy will be fully respected

Questionnaire

To participate in the questionnaire, please click on the following link: Service Feedback Questionnaire

What we are learning

The CRA will post a summary of the questionnaire results and give participants an opportunity to provide additional thoughts. Please visit this page from October 1 to 31, 2024, to share any additional comments.  A final “What we learned” report will then be posted on this page.

Additional information

To learn more about how the CRA is working to make sure Canadians have a more positive service experience, go to Putting people first at the Canada Revenue Agency.