Service Standards 2016-2017

Detailed performance results can be found in the Annual Report.

Service standards for child and family benefit recipients

What is this? This is a timeliness service standard for general and account-specific Canada child benefit (CCB) telephone enquiries from benefit recipients. 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. 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 2007-2008.
Standard: Our goal is to respond to a call in the agent queue within two minutes.
Target: The CRA aims to meet this standard 75% 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
75%	76%	76%

What is this? This is a timeliness service standard for general and account-specific GST/HST credit enquires from recipients. 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. In addition, they may also hear topical recorded messages concerning upcoming deadlines, extended hours of service, information available on the Canada Revenue Agency (CRA) website, as well as messages which are added as required to provide information about special initiatives or programs. The CRA automated service is available 24 hours a day, 7 days a week. This service standard was introduced in 2012-2013.
Standard: Our goal is to respond to a call in the agent queue within two minutes.
Target: The CRA aims to meet this standard 75% of the time.
How you can request this service from the CRA:
- Telephone 1-800-387-1193; TTY (Teletypewriter) 1-800-665-0354
How you will receive this service from the CRA:
- Telephone

**Performance results:**
2013-2014	2014-2015	2015-2016
75%	75%	76.1%

What is this? This is an accuracy service standard for processing Canada child benefits applications, and children's special allowances applications and cancellation forms submitted by benefit recipients. Once the applications and forms are received, our goal is to accurately process the appropriate payment and notice. If necessary, we will issue a letter requesting additional information. This service standard was introduced in 2007-2008.
Standard: Our goal is to accurately process the appropriate payment and notice, or send a letter requesting additional information.
Target: The CRA aims to meet this standard 98% of the time.
How you can request this service from the CRA:
- Mail
- Internet
How you will receive this service from the CRA:
- Mail

**Performance results:**
2013-2014	2014-2015	2015-2016
99%	99.1%	99.4%

What is this? This is a timeliness service standard for processing Canada child benefits applications, and children's special allowances applications and cancellation forms submitted by benefit recipients. Once the application and forms are received, our goal is to issue a payment, a notice, or an explanation within 80 calendar days. This service standard was introduced in 1998-1999.
Standard: Our goal is to send a payment, notice, or explanation within 80 calendar days of receipt.
Target: The CRA aims to meet this standard 98% of the time.
How you can request this service from the CRA:
- Mail
- Internet
How you will receive this service from the CRA:
- Mail

**Performance results:**
2013-2014	2014-2015	2015-2016
99.5%	99.1%	99.1%

What is this? This is an accuracy service standard for responding to benefit and credit enquiries, in the form of telephone referrals from the call centres and written enquiries from benefit recipients. Responses include explanations, notices, and payments, as appropriate. This service standard was introduced in 2007-2008.
Standard: Our goal is to respond with correct information to a written enquiry or telephone referral from a call centre, to accurately process new recipient information, and to accurately issue a payment, notice, or letter.
Target: The CRA aims to meet this standard 98% of the time.
How you can request this service from the CRA:
- Telephone
- Mail
How you will receive this service from the CRA:
- Mail

**Performance results:**
2013-2014	2014-2015	2015-2016
98%	98%	96.7%

What is this? This is a timeliness service standard for responding to benefit and credit enquiries, in the form of written enquiries from benefit recipients and telephone referrals from the call centres. Responses to enquiries include explanations, notices, and payments, as appropriate. This service standard was introduced in 2003-2004.
Standard: Our goal is to respond to a written enquiry or a telephone referral from a call centre within 80 calendar days of receipt.
Target: The CRA aims to meet this standard 98% of the time.
How you can request this service from the CRA:
- Telephone
- Mail
How you will receive this service from the CRA:
- Mail

**Performance results:**
2013-2014	2014-2015	2015-2016
99.1%	98.7%	97.8%