Service Standards 2016-2017
Detailed performance results can be found in the Annual Report.
Service standards for resolving disputes
Taxpayer relief requests – 30 day acknowledgment
- What is this? This is a timeliness service standard for acknowledging for taxpayer relief requests to cancel or waive penalties and interest. This standard ensures that taxpayers filing a relief request receive acknowledgment of receipt within 30 days from the date the request is received at the CRA. This service standard does not include non-resident requests for cancelling or waiving penalties and interest, taxpayer relief requests to accept late, amended, or revoked elections, or requests to issue refunds or to reduce the amount payable beyond the normal three-year period.
- Standard: Our goal is to acknowledge receipt of a taxpayer relief request to cancel or waive penalties and interest within 30 calendar days of receipt.
- Target: The CRA aims to meet this standard 85% of the time.
- How you can request this service from the CRA:
- By fax
- Telephone
- How you will receive this service from the CRA:
| 2013-2014 | 2014-2015 | 2015-2016 |
|---|---|---|
| N/A | N/A | N/A |
Note: This service standard was introducted in 2016-2017
First contact letter for disputes
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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.
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Standard: Our goal is to acknowledge a taxpayer dispute within 30 calendar days of receipt.
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Target: The CRA aims to meet this standard 85% of the time.
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How you can request this service from the CRA:
- Internet
- By fax
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How you will receive this service from the CRA:
| 2013-2014 | 2014-2015 | 2015-2016 |
|---|---|---|
| 85.2% | 95.1% | 87.2% |
The measurement was revised in 2012-2013, affecting comparability with previous-year results, to more accurately report results by calculating the period of time when the first contact letter is sent and received, as opposed to measuring performance once the file has been closed.
Service Complaints – two-day acknowledgement
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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 12e Avenue
Shawinigan-Sud QC G9P 5H9
CANADA
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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.
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Standard: Our goal is to acknowledge receipt of the complaint within two business days.
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Target: The CRA aims to meet this standard 80% of the time.
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How you can request this service from the CRA:
- Fax
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How you will receive this service from the CRA:
- Fax
| 2013-2014 | 2014-2015 | 2015-2016 |
|---|---|---|
| 85.8% | 98.3% | 98.5% |
Service Complaints – 30 day resolution
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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 12e 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.
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Standard: Our goal is to resolve the complaint within 30 business days.
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Target: The CRA aims to meet this standard 80% of the time.
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How you can request this service from the CRA:
- Fax
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How you will receive this service from the CRA:
- Telephone
| 2013-2014 | 2014-2015 | 2015-2016 |
|---|---|---|
| 95.3% | 95.9% | 91.8% |