Taxpayers’ Ombudsman presents her 2019-2020 Annual Report: Transformation through Disruption

News release

OTTAWA, June 17, 2020 – The Taxpayers’ Ombudsman, Sherra Profit, is proud to release her 2019-2020 Annual Report, Transformation through Disruption. It presents the fiscal years’ key highlights and achievements as well as reflections on Ms. Profit’s five-year term as it comes to an end in July 2020. Ms. Profit has also released a statement on the Office of the Taxpayers’ Ombudsman’s website reflecting on her tenure as Taxpayers’ Ombudsman.

The Annual Report provides a look at the activities of the Taxpayers’ Ombudsman and her Office, identifies key Canada Revenue Agency (CRA) service issues, examines trends, and outlines the most common complaints received in the 2019-2020 fiscal year.

Through the report, the Ombudsman stresses the need to embrace disruption and use it as a catalyst for transformational change. The report highlights the importance of examining issues through a lens of equity, considering individual circumstances, and addressing the systemic issues that disproportionately impact those who are vulnerable. The CRA must remove systemic barriers to improve its service and increase fairness for all.


“Conflict and disruption can be very stressful for those experiencing it, but can also be opportunities for change. Throughout my time as Taxpayers’ Ombudsman, I have embraced disruption and used it as a catalyst for positive transformation. This approach has helped me challenge the status quo and seek productive ways to collaborate and address issues that may otherwise be overlooked. My team works hard to help people navigate the complaint resolution process and reduce the amount of disruption complainants experience when attempting to resolve issues with the CRA.”

Sherra Profit, Taxpayers’ Ombudsman

Background information

Operating at arm’s length from the CRA, the Office of the Taxpayers' Ombudsman works through independent and impartial examination of service-related complaints and systemic issues, to enhance the CRA’s accountability in its service to, and treatment of, taxpayers and benefit recipients.

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Christianne Scholfield

Media Relations

Office of the Taxpayers’ Ombudsman


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