Service Standards 2015-2016

Detailed performance results can be found in the Annual Report.

Service standards for resolving disputes

What is this? This is a timeliness service standard for acknowledging first contact letters for disputes. This service standard, introduced in 2001-2002, aims to improve communication with taxpayers after they request a formal administrative review of a tax assessment, a payroll decision, or a ruling. This ensures that taxpayers filing an objection to an assessment, a determination, or a ruling receive an acknowledgement of receipt within 30 days from the date the dispute is received. It does not include disputes involving invalid disputes or group disputes dealing with a common issue where an initial contact letter would not be appropriate.
Standard: Our goal is to acknowledge taxpayer disputes within 30 calendar days after we receive them.
Target: The CRA aims to meet this standard 85% of the time.
How you can request this service from the CRA:
- Internet
- Mail
- By fax
How you will receive this service from the CRA:
- Mail

**Performance results:**
2013-2014	2014-2015	2015-2016
85.2%	91.5%	87.2%

What is this? This is a timeliness service standard for a service-related complaint. This service standard was introduced in 2012-2013. If a recipient is not satisfied with the service they received by a CRA employee and even after talking to a supervisor, they can proceed to file a formal Service Complaint. The recipient can fax the form or letter, and any related documents, to 1-866-388-7371 from Canada or the United States, or 1-819-536-0701 from outside of Canada and the United States, or mail it to:

CRA - Service Complaints
National Intake Centre
Appeals Division
4695 12^e Avenue
Shawinigan-Sud QC G9P 5H9
CANADA

Visit our service complaints site: http://www.cra-arc.gc.ca/gncy/cmplntsdspts/srvccmplnts/menu-eng.html
- A complaints officer will make regular contact with you to keep you informed on the progress of your file and the status of your complaint.
- A Service Complaint is an expression of dissatisfaction with a service provided by the CRA. In general, service refers to the behaviour or attitude displayed by any CRAemployee, or the quality and timeliness of the work performed. Complaints could include:
  - mistakes, which could refer to misunderstandings, omissions, or oversights;
  - undue delays;
  - poor or misleading information; or
  - staff behaviour.
Standard: Our goal is to acknowledge receipt of the complaint within two business days.

**Performance results:**
2013-2014	2014-2015	2015-2016
85.8%	98.3%	98.5%

What is this? This is a timeliness service standard for a service-related complaint. This service standard was introduced in 2012-2013. If a recipient is not satisfied with the service received by a CRA employee and even after talking to a supervisor, they can proceed to file a formal Service Complaint. The recipient can fax the form or letter, and any related documents, to 1-866-388-7371 from Canada or the United States, or 1-819-536-0701 from outside of Canada and the United States, or mail it to:

CRA - Service Complaints
National Intake Centre
Appeals Division
4695 12^e Avenue
Shawinigan-Sud QC G9P 5H9
CANADA

Visit our service complaints site: http://www.cra-arc.gc.ca/gncy/cmplntsdspts/srvccmplnts/menu-eng.html
- A complaints officer will make regular contact with you to keep you informed on the progress of your file and the status of your complaint.
- A Service Complaint is an expression of dissatisfaction with a service provided by the CRA. In general, service refers to the behaviour or attitude displayed by any CRAemployee, or the quality and timeliness of the work performed. Complaints could include:
  - mistakes, which could refer to misunderstandings, omissions, or oversights;
  - undue delays;
  - poor or misleading information; or
  - staff behaviour.
Standard: Our goal is to resolve the complaint within 30 business days.
Target: The CRA aims to meet this standard 80% of the time.
How you can request this service from the CRA:
- Fax
- Mail
How you will receive this service from the CRA:
- Telephone
- Mail

**Performance results:**
2013-2014	2014-2015	2015-2016
95.3%	95.9%	91.8%