Service Standards 2014-2015

Service standards for charities and charitable giving

Detailed performance results can be found in the Annual Report.

What is this? This is a timeliness service standard for responding to telephone enquiries concerning charities. This service is provided to taxpayers who have questions or concerns relating to charities, including applicants for registration, donors, media representatives, corporations, tax professionals, all levels of government, and the general public. Taxpayers selecting this type of agent-assisted service on the Canada Revenue Agency (CRA) hotline hear a message informing them of the service standard. This service standard was introduced in 2005-2006.
Standard: Our goal is to respond to calls in agent queue within two minutes.
Target: The CRA aims to meet this standard 80% of the time.
How you can request this service from the CRA:
- Telephone
How you will receive this service from the CRA:
- Telephone

**Performance results:**
2012-2013	2013-2014	2014-2015	Rating
86.3%	85.1%	76.2%	Mostly met

What is this? This is a timeliness service standard for reviewing and responding to applications for charitable registration. The CRA generally processes applications for registered charitable status on a first-come, first-served basis. If the application is approved, the CRA will send a notification of charitable registration. This service standard was introduced in 2011-2012.

Address:

Charities Directorate

320 Queen Street, 13th floor

Ottawa ON K1A 0L5

Standard: Our goal is to respond to simple¹ applications for charitable registration within two months, upon receipt of a complete application.
Target: The CRA aims to meet this standard 80% of the time.
How you can request this service from the CRA:
- Mail
How you will receive this service from the CRA:
- Mail
Charities registration website: http://www.cra-arc.gc.ca/chrts-gvng/menu-eng.html

**Performance results:**
2012-2013	2013-2014	2014-2015	Rating
94.5%	90.9%	91.2%	Met

¹ An application that has exclusively charitable purposes and activities and for which no further information is needed.

What is this? This is a timeliness service standard for reviewing and responding to applications for charitable registration. The CRA generally processes applications for registered charitable status on a first-come, first-served basis. Acknowledgement letters are sent for all applications received. If the application is approved, the CRA will send a notification of charitable registration. This service standard was introduced in 2011-2012.

Address:

Charities Directorate

320 Queen Street, 13th floor

Ottawa ON K1A 0L5

Standard: Our goal is to respond to regular applications for charitable registration within six months, upon receipt of a complete application.
Target: The CRA aims to meet this standard 80% of the time.
How you can request this service from the CRA:
- Mail
How you will receive this service from the CRA:
- Mail

**Performance results:**
2012-2013	2013-2014	2014-2015	Rating
97.5%	99%	94.7%	Met

What is this? This is a timeliness service standard for responding to routine written enquiries concerning charities. This service is provided to taxpayers who have questions or concerns relating to charities, including applicants for registration, registered charities, donors, media representatives, corporations, tax professionals, all levels of government, and the general public. This service standard was introduced in 2013-2014.

Standard: Our goal is to review and respond to routine written enquiries in 30 calendar days or less of receipt.
Target: The CRA aims to meet this standard 80% of the time.
How you can request this service from the CRA:
- Mail
- Fax
How you will receive this service from the CRA:
- Mail
- Telephone

**Performance results:**
2012-2013	2013-2014	2014-2015	Rating
N/A^*	79.8%	83.3%	Met

*Note: This service standard was introduced in 2013-2014.

What is this? This is a timeliness service standard for responding to complex written enquiries concerning charities. This service is provided to taxpayers who have questions or concerns relating to charities, including applicants for registration, registered charities, donors, media representatives, corporations, tax professionals, all levels of government, and the general public. This service standard was introduced in 2013-2014.
Standard: Our goal is to review and respond to complex written enquiries in 75 calendar days or less of receipt.
Target: The CRA aims to meet this standard 80% of the time.
How you can request this service from the CRA:
- Mail
- Fax
How you will receive this service from the CRA:
- Mail
- Telephone

**Performance results:**
2012-2013	2013-2014	2014-2015	Rating
N/A^*	55%	62.6%	Not met

*Note: This service standard was introduced in 2013-2014.