The Office of the Taxpayers' Ombudsman is 10 years old!
On February 21st 2008, the OTO opened its doors! Since day one, our mission is to increase awareness about taxpayer service rights, resolve individual complaints, and improve the service taxpayers receive from the Canada Revenue Agency (CRA).
How? By listening to what you have to say, hearing about your experience and working on a personal level with you to resolve your issue(s). When an issue affects a large number of taxpayers, recommendations are made directly to the Minister of National Revenue to improve the service taxpayers receive from the CRA.
"I’m writing to express my appreciation for the manner in which my complaint was handled. Everyone I spoke with was courteous and respectful. At no time was I treated as a ‘complainer’." - Satisfied taxpayer
Over the last decade, the OTO helped provide information, assist callers, examine and resolve issues, and make recommendations to improve the CRA’s service. This amounted to over 35,000 telephone calls answered and more than 11,000 complaints examined.
"This letter is to thank all the staff who took care of my file. I was very satisfied with your services and I thank you very much." - Other satisfied taxpayer
Research from our Systemic Examinations team on issues that were affecting a large number of Canadians has resulted in 11 reports and 48 recommendations to the Minister of National Revenue, in order to improve the CRA’s service. Of those 48 recommendations, 47 were accepted and actioned. These reports have proven crucial in providing proof and a need for corrective action of the issues experiences by many Canadians, in enhancing accountability from the CRA and in bringing solutions to these problems.
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