Service Standards 2015-2016

Detailed performance results can be found in the Annual Report


Service standards for businesses

  • What is this? This is a timeliness service standard for general and account-specific telephone enquires from businesses and self-employed individuals. Once callers indicate that they want to speak with an agent, our goal is to respond to their call in the agent queue within two minutes. While waiting to speak with the next available agent, callers hear a message informing them of the service standard. The callers may also hear topical recorded messages concerning upcoming deadlines, extended hours of service, information available on the Canada Revenue Agency (CRA) Web site, as well as messages that are added from time to time about special initiatives or programs. This service standard was introduced in 2004-2005.

  • Standard: Our goal is to respond to calls in the 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:
2013-2014 2014-2015 2015-2016
81% 81% 81.4%

Claims - SR&ED tax incentives - claimant-requested adjustments to non-refundable claims

Performance results:
2013-2014 2014-2015 2015-2016
93% 95% 93%

Claims - SR&ED tax incentives - claimant-requested adjustments to refundable claims

Performance results:
2013-2014 2014-2015 2015-2016
96% 93% 95%

Claims - SR&ED tax incentives - non-refundable claims

Performance results:
2013-2014 2014-2015 2015-2016
96% 96% 97%

Claims - SR&ED tax incentives - refundable claims

Performance results:
2013-2014 2014-2015 2015-2016
96% 95% 95%

Claims - video and film tax credits - refundable claims - audited

Performance results:
2013-2014 2014-2014 2015-2016
96% 94% 95%

Claims - video and film tax credits - refundable claims - unaudited

Performance results:
2013-2014 2014-2015 2015-2016
96% 96% 98%

GST/HST rulings and interpretations - telephone enquiries

Performance results:
2013-2014 2014-2015 2015-2016
95% 93.2% 86%

GST/HST rulings and interpretations - written enquiries

Performance results:
2013-2014 2014-2015 2015-2016
74% 83% 74%

Processing excise tax, excise duty, softwood lumber returns, and air travellers' security charge returns

Performance results:
2013-2014 2014-2015 2015-2016
97.2% 97.6% 98.5%

Processing GST/HST returns

Performance results:
2013-2014 2014-2015 2015-2016
96.5% 97% 96.7%

Processing T2 corporation income tax returns - electronic

Performance results:
2013-2014 2014-2015 2015-2016
97.1% 96.5% 97.5%

Processing T2 corporation income tax returns – paper

Performance results:
2013-2014 2014-2015 2015-2016
91.4% 92.1% 92.8%

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