Statement by the Taxpayers’ Ombudsman on the release of her report – Benefits Unsheltered and her Office’s 10th anniversary

“On February 21st 2008, the OTO opened its doors. Since day one, this office has been working to increase awareness about taxpayer service rights, resolve individual complaints, and improve the service that taxpayers receive from the CRA.

Today, on the first day of our 11^th year, I am pleased to release my Office’s 11^th systemic examination report. The focus of this report is on the CRA’s outreach and communication efforts to shelters regarding benefits and credits available to persons using their services.

My Benefits Unsheltered report looks at the service issues and challenges taxpayers and benefit recipients experience in receiving information on the benefits and credits they may be entitled to from the CRA. My Office found that overall, although the CRA does some outreach to shelters, it should be improved, especially as it pertains to consistency.

The CRA must continue to find new ways to effectively inform and educate persons using shelters about their benefits and credits and collaborate with support organizations to provide information The CRA should actively promote and increase awareness of its outreach services and information with respect to benefits and credits available to persons using shelters. Finally, the CRA should also ensure consistency across all provinces and territories in the promotion of outreach services and the delivery of information about benefits and credits to organizations and persons using shelters.

The CRA has accepted all three recommendations and provided an action plan to act on my Office’s recommendations.

In raising this issue with me in December 2016, the Minister of National Revenue listened to the concerns of vulnerable taxpayers and identified a service issue that may exist within the agency she oversees. This demonstrates her commitment to ensuring taxpayers apply for and receive the benefits and credits to which they may be eligible.  

I acknowledge the CRA’s continued commitment to ensure the issues raised by my Office are addressed in a professional and timely manner. My Office and the CRA will continue to engage in open communication regarding fairness, taxpayer service rights, and a common goal of improving service to taxpayers and benefit recipients.”