Service Standards 2017-2018

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Detailed performance results can be found in the Departmental Performance Report.

• Taxpayer relief requests – timeliness
• Low-complexity tax objections – 180 day resolution
• Service complaints – 30 day resolution

Service standards for issue resolution

Taxpayer relief requests – timeliness

• What is this? This is a timeliness service standard for issuing decision letters for taxpayer relief requests to cancel or waive penalties and interest. This standard aims to provide taxpayers filing a relief request with a decision on their request within 180 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. This service standard was introduced in 2017-2018.
• Standard: Our goal is to issue a decision letter on a taxpayer relief request to cancel or waive penalties and interest within 180 days of receipt.
• Target: The CRA aims to meet this standard 85% of the time.
• How you can request this service from the CRA:
  • Mail
  • By fax
  • My Account
  • My Business Account
  • EFILE service provider
• How you will receive this service from the CRA:
  • Mail

Low-complexity tax objections – 180 day resolution

• What is this? This is a timeliness service standard related to the resolution of low-complexity objections. Low-complexity objections may include issues such as credits associated with the GSTC and CCB programs, income amounts reported on an information slip, deductions from total and/or net income, and Non-refundable Tax Credits. Additional information to assist in determining complexity levels can be found here: What is the complexity of my objection? http://www.cra-arc.gc.ca/gncy/cmplntsdspts/ncmtx-eng.html. This service standard was introduced in 2017-2018.
• Standard: Our goal is to resolve low-complexity objections within 180 days.
• Target: The CRA aims to meet this standard 80% of the time.
• How you can request this service from the CRA:
  • Mail
  • By fax
  • My Account
  • My Business Account
• How you will receive this service from the CRA:
  • Mail

Service Complaints – 30 day resolution

• 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 they have been unable to resolve the issue with a supervisor, they can proceed to file a formal Service Complaint. The recipient can file online through the secure self-service portals or fax the form/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: Send feedback about CRA service
  • 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 CRA employee, 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
  • My Account
  • My Business Account
  • Represent a Client
• How you will receive this service from the CRA:
  • Telephone
  • Mail

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