Submit service feedback
Service Feedback can still be submitted, but due to the ongoing circumstances related to COVID-19, processing times have increased as employees are facing an increased and more complex workload. If possible, we recommend that your feedback be submitted electronically through CRA’s online portals. Our goal remains to address your feedback as quickly and efficiently as possible.
You can provide service feedback by submitting a service compliment, a suggestion or a complaint.
Submit a service compliment or a suggestion
You can submit a compliment about a positive experience with the service that you received from the Canada Revenue Agency (CRA). Your feedback will be forwarded onto the responsible manager and/or employee for recognition. A service feedback officer may contact you by phone or by mail as part of the review process.
You can submit a suggestion about improving the Canada Revenue Agency (CRA) service(s). Your feedback will be forwarded to the appropriate office or program area for consideration. A service feedback officer may contact you by phone or by mail as part of the review process.
Complete Form RC193, Service Feedback to submit your service compliment or suggestion online, by fax or by mail.
Submit a service complaint
You can submit a service complaint if you are not satisfied with the service that you received from the Canada Revenue Agency (CRA). When reviewing your complaint, a service feedback officer may contact you by phone or by mail. How long it takes to resolve your complaint depends on the complexity of the situation as well as circumstances related to COVID-19. At the start of the pandemic, the program was not operational for approximately 3 months as the CRA was focusing on delivering critical services to Canadians. During this time, a significant backlog of service complaints accumulated. We continue working through this backlog and getting back to, once again, resolving service complaints within 30 business days. Service complaints can be about:
- mistakes that could result in a misunderstanding or omission
- undue delays
- see service standards for normal processing times
- employee behaviour
- poor or misleading information
- other service-related issues
If your complaint involves another issue, see non-service related complaints.
There are three steps in the service complaint process:
Step 1 – Talk to us first
You can try to resolve your concerns with the CRA employee you have been dealing with or call the telephone number provided in the CRA's correspondence. If you do not have the contact information, go to Contact the Canada Revenue Agency. If you still disagree with the way your concerns were addressed, you can ask to discuss the matter with the employee's supervisor.
If you are still not satisfied, you can file a service complaint.
Step 2 – File a service complaint
Complete Form RC193, Service Feedback to submit your service complaint online, by fax or by mail.
After you submit your service complaint
The CRA takes all complaints very seriously. A service feedback officer will respond directly to your concerns in a fair and timely manner. How long it takes to resolve your complaint depends on the complexity of the situation. Our goal is to resolve your complaint within 30 business days.
Step 3 – Contact the Office of the Taxpayers' Ombudsperson
If you are still not satisfied with how the CRA handled your service complaint, you can contact the Office of the Taxpayers' Ombudsperson.
Generally, the Office of the Taxpayers' Ombudsperson will not review a service complaint until the CRA has finished its review.
How to submit your service feedback
Complete Form RC193, Service Feedback and submit it online, by fax or by mail.
Send your service feedback and all supporting documents online using the “Submit documents” option on either:
- 1-866-388-7371 from Canada or the United States.
- 1-819-536-0701 from outside Canada and the United States.
CRA Service Feedback
National Intake Centre
4695 Shawinigan-Sud Boulevard
Shawinigan QC G9P 5H9
Non-service related complaints
For other types of complaints or problems not related to service, you can take the following actions.
Before you submit a complaint about delays, see our service standards.
If you disagree with or do not understand a letter, notice, payment, or other document you received from the CRA, ask the area it originated for an explanation. For more information, go to Contact the Canada Revenue Agency.
To dispute an assessment, determination, or decision, see File an objection.
If you disagree with the Income Tax Act or other tax legislation matters, contact the Department of Finance Canada. The CRA administers tax legislation. The Department of Finance Canada is responsible for developing tax laws.
You can expect to be treated fairly under clear and established rules and get a high level of service each time you deal with the Canada Revenue Agency. See the Taxpayer Bill of Rights.
All information you give to the Canada Revenue Agency will be treated as confidential under the Privacy Act.
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