Organizational structure

The Office of the Taxpayers' Ombudsman is comprised of three collaborative working groups.

Operations Unit

Our unit has three teams:

  • Intake Team
  • Individual Examination Team
  • Systemic Examination Team
       

The Intake Team is the first point of contact for taxpayers.

They assist taxpayers and benefit recipients by:

  • providing information on the Taxpayer Bill of Rights;
  • helping them access redress mechanisms within the Canada Revenue Agency (CRA) or other government departments; and
  • processing complaints received.
     

The Individual Examination Team works to resolve taxpayer complaints about service or fairness.

The Team:

  • conducts objective examinations of complaints received;
  • evaluates service and treatment of individual taxpayers by the CRA; and
  • makes findings based on the evidence.
     

The Systemic Examination Team looks into issues that may negatively impact large numbers of taxpayers or a segment of the population.

The Team:

  • identifies systemic service or fairness issues;
  • gathers information from complainants, the CRA, and other stakeholders; and
  • compiles findings and prepare recommendations. 

Communications

The Communications team helps to raise awareness of taxpayers' rights and the services provided by our Office.

The Team:

  • provides strategic advice on public affairs and stakeholder engagement;
  • responds to media inquiries;
  • identifies and coordinate communications and outreach activities; and
  • manages the Office of the Taxpayers' Ombudsman's website. 

Corporate Services

The Corporate Services Team ensures organizational effectiveness and accountability.

The Team:

  • provide advice and integrated organizational services; and
  • conduct corporate planning, quality assurance, financial management, human resources management, information management, contracting and information technology services.
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