Organizational structure

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

Complaints and Examination Section

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' Ombudsperson'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.