Systemic examination into the reporting on and effective integration of the Taxpayer Bill of Rights throughout the Canada Revenue Agency

(For Information)

August 14, 2018 

I am opening a systemic examination into the Canada Revenue Agency’s (CRA) commitment to integrating the rights outlined in the Taxpayer Bill of Rights (TBR) in its daily activities, as well as its accountability to report publicly against this commitment.


In 2007, the CRA introduced the Taxpayer Bill of Rights (TBR). The TBR sets out the rights taxpayers have, and the treatment they can expect, when dealing with the CRA. The CRA states the TBR "builds upon the [CRA’s] corporate values of professionalism, respect, integrity, and cooperation"Footnote 1. This examination will seek to identify gaps that may exist in the CRA ensuring its activities are reflective of the values and rights of the TBR, thereby contributing to the Government of Canada’s commitment to service excellence and an open and transparent government.


The issue is two-fold: first, whether the TBR is being embedded by the CRA as a foundational document, guiding its daily interactions with taxpayers; and second, how the CRA ensures it is continually accountable in upholding taxpayer rights in its activities and reporting publicly on how it upholds them. The examination will also assist in identifying gaps and provide useful information on the CRA service culture, and improve service to taxpayers.

Next steps

I have decided to open a systemic examination to determine whether the Canada Revenue Agency is effective in integrating the TBR rights and values in its activities, and on the CRA’s accountability regarding the integration of the TBR in its service to taxpayers and publicly reporting on this.

A copy of this memorandum will be published on the website of the Office of the Taxpayers’ Ombudsman 30 days following its receipt by your office.

Should you require additional information, please do not hesitate to contact me.


Original signed

Sherra Profit

Taxpayers’ Ombudsman

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