Influencing change

The Taxpayers’ Ombudsperson can influence change at the Canada Revenue Agency (CRA) by sending recommendations directly to the CRA, to the Minister of National Revenue, or to the Minister and to the Chair of the Board of Management. The Ombudsperson can do this by sending a Service Improvement Request to the CRA or by making recommendations in a Systemic Examination Report.


Service Improvement Requests

We may send a recommendation to the CRA when we identify an opportunity to improve service. These requests may stem from systemic examinations, systemic research, issues heard on outreach, or when examining a taxpayer complaint.

The following are the service improvement requests that we have sent to the CRA.

Service Improvement Requests Date sent

Information for Victims of Domestic Abuse

The Taxpayers’ Ombudsperson requests that the CRA create an active webpage on what a taxpayer should do when the CRA requires, or requests, information, or documents, that may put the taxpayer in danger.

[view full request

September 3, 2021

Emergency Benefit Validation Delays

Many complainants indicated the CRA is taking, in excess of four weeks, to validate their eligibility for the Canada Recovery Benefit (CRB). The Taxpayers’ Ombudsperson recommends that the CRA update the CRB validation page, post an informational bulletin at the top of CRA Validation page that identifies the length of time the CRA will take to review supporting documents and Communicate to taxpayers the length of time it will take to review their supporting documents. 

[view full request]

April 26, 2021
Systemic Examination Reports

When there is an identified systemic issue, or at the request of the Minister, the Ombudsperson may open a systemic examination. If the examination uncovers opportunities for service improvement, then the Ombudsperson’s Systemic Examination Report may include recommendations.

The following is a breakdown of the Ombudsperson’s Systemic Examination Reports, the recommendations, the actions taken by the CRA, and our final analysis of those actions:

 

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Systemic Examination Reports Publication Date Recommendations submitted Recommendations accepted  The CRA's response and updates Final analysis, after the CRA completes its action plan

Back to Basics              An examination into whether the CRA is using the Taxpayer Bill of Rights as a foundational document to guide its daily activities; and how the CRA ensures it is continually accountable in upholding taxpayer rights and reporting publicly on how it does this.                    

[view report]

June             2020 14 14 Response and Update  

Reaching Out               An examination into improving the CRA’s Community Volunteer Income Tax Program 

[view report

May        2020 15 14 Response and Update  

Sub-Standard               An examination into delays and lack of transparency in the CRA's processing of individual income tax and benefit returns and adjustment requests.       

[view report]

February 2020 15 14 Response and Update  

Fair Warning
An examination into service issues related to legal warnings issued by the CRA during debt collection procedures.


[view report]

March 2019 9 9 Response and Update

The CRA has taken appropriate steps to address the recommendations in the report.

[view analysis]

Benefits Unsheltered
An examination into the CRA's communication and outreach efforts to shelters and other support organizations about benefits and credits administered by the CRA.

 

[view report]

December 2017 3 3 Response and Update

The CRA has taken appropriate steps to address the recommendations in the report.

[view analysis]

Without Delay
An examination into service issues arising from delays in the CRA's Taxpayer Relief Program.


[view report

September 2017 4 3 Response and Update

The CRA has taken appropriate steps to address the recommendations in the report.

[view analysis]

Rights and Rulings
An examination into the sufficiency of information provided in ruling letters from the CPP/EI Rulings Division of the CRA.

[view report]

March 2017 5 5 Response and Update

The CRA has taken appropriate steps to address the recommendations in the report.

[view analysis]

Alive and Well
Investigation into the erroneous coding of taxpayers as deceased by the CRA.


[view report

February 2014 8 8 Update

The CRA has taken appropriate steps to address the recommendations in the report.

[view analysis]

Donor Beware
Investigation into the sufficiency of the CRA's warnings about questionable tax shelter schemes


[view report]

December 2013 4 4 Update

The CRA has taken appropriate steps to address the recommendations in the report.

[view analysis]

Getting it Right
Investigation of service and fairness issues arising from the misallocation of payments by the CRA


[view report]

July 2012 3 3 Update

The CRA has taken appropriate steps to address the recommendations in the report.

[view analysis]

Acting on ATIP
Service issues in the CRA’s Access to Information and Privacy processes


[view report]

March 2012 7 7 Update

The CRA has taken appropriate steps to address the recommendations in the report.

[view analysis]

Earning Credits
Service and fairness issues in the assessment of tuition tax credits for expenses incurred attending educational institutions outside Canada


[view report]

March 2012 5 5 Update

The CRA has taken appropriate steps to address the recommendations in the report.

[view analysis]

Knowing the Rules
Confusion about the rules governing the Tax-Free Savings Account


[view report]

June 2011 3 3 Update

The CRA has taken appropriate steps to address the recommendations in the report.

[view analysis]

Proving Your Status
Establishing eligibility for the Canada Child Tax Benefit


[view report]

October 2010 5 5 Update

The CRA has not taken appropriate action to resolve the issues raised in the report. The OTO has opened an examination into the ongoing service issues.

[view analysis]

The Right to Know
Examination of the sufficiency of information in Decision Letters from the Appeals Branch of the CRA


[view report]

August 2010 1
1 Update The CRA has taken appropriate steps to address the recommendations in the report.
[view analysis]  
15               Reports   101  recommendations made 98 recommendations accepted    
Annual Reports
Annual Reports Publication Date Recommendations submitted Recommendations accepted  The CRA's response and updates Final analysis, after the CRA completes its action plan

Adapting and Delivering in Unprecedented Times 

[view report]

2020-2021 5 5 Response and updates  
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