Influencing change
The Taxpayers’ Ombudsperson can influence change at the Canada Revenue Agency (CRA) by sending requests directly to the CRA or by making recommendations 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 or by making a recommendation in a report.
Service Improvement Requests
We may send a request 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 the CRA Provides to Indigenous Peoples The Taxpayers' Ombudsperson requests improvements to the materials the CRA provides to Indigenous peoples. This includes a request for the CRA to update outdated information. |
March 29, 2023 |
Resources Available for Gender Based Violence More work is needed to help Canadians who experience gender-based violence in its many forms. The Taxpayers' Ombudsperson's request includes consulting with internal and external stakeholders: to ensure that Getting benefits and credits when in an abusive or violent situation meets the needs of those in an abusive or violent situation; and to create a gender-based violence factsheet. |
November 25, 2022 |
Online information for Canadians owing money Taxpayers are not sufficiently informed that the CRA will be flexible in recovering the CERB, nor do the CRA’s webpages direct Canadians intuitively. To improve the online information available to Canadians on their options when owing money, the Taxpayers’ Ombudsperson requests that the CRA review its Payments to the CRA wepages, as well as centralize the information provided on Payments to the CRA and Collections at the CRA. |
September 16, 2021 |
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. |
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 requests 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. |
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:
*Mobile users: Please scroll left-right to view the full chart below.
| Systemic Examination Reports | Publication Date | Recommendations submitted | Recommendations accepted | The CRA's response and updates | Final analysis, after the CRA completes its action plan |
|---|---|---|---|---|---|
Charity Begins with Fairness: More to Explore An examination into the fairness of the audit process for registered charities in Canada. |
March 2023 | 1 | 1 | Response and Update | |
The Lockout: Communication Was the Key An examination into the Canada Revenue Agency (CRA)'s lack in communication when it locked out 187,000 Canadians from their CRA account in February 2021. |
January 2022 | 5 | 5 | Response and Update | |
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. |
June 2020 |
14 |
14 |
Response and Update |
|
Reaching Out An examination into improving the CRA’s Community Volunteer Income Tax Program |
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. |
February 2020 |
15 |
14 | Response and Update | |
Fair Warning |
March 2019 | 9 |
9 | Response and Update |
The CRA has taken appropriate steps to address the recommendations in the report. |
Benefits Unsheltered
|
December 2017 | 3 |
3 | Response and Update |
The CRA has taken appropriate steps to address the recommendations in the report. |
Without Delay |
September 2017 | 4 |
3 | Response and Update |
The CRA has taken appropriate steps to address the recommendations in the report. |
Rights and Rulings |
March 2017 |
5 |
5 | Response and Update |
The CRA has taken appropriate steps to address the recommendations in the report. |
Alive and Well |
February 2014 |
8 |
8 | Update |
The CRA has taken appropriate steps to address the recommendations in the report. |
Donor Beware |
December 2013 | 4 |
4 | Update |
The CRA has taken appropriate steps to address the recommendations in the report. |
Getting it Right |
July 2012 | 3 |
3 | Update |
The CRA has taken appropriate steps to address the recommendations in the report. |
Acting on ATIP |
March 2012 | 7 |
7 | Update |
The CRA has taken appropriate steps to address the recommendations in the report. |
Earning Credits |
March 2012 | 5 |
5 | Update |
The CRA has taken appropriate steps to address the recommendations in the report. |
Knowing the Rules |
June 2011 | 3 |
3 | Update |
The CRA has taken appropriate steps to address the recommendations in the report. |
Proving Your Status |
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. |
The Right to Know |
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 |
|---|---|---|---|---|---|
2021-2022 Service Matters — Numbers speak volumes |
December 2022 | 3 | 3 | Response and updates | |
2020-2021 Adapting and Delivering in Unprecedented Times |
December 2021 | 5 | 5 | Response and updates |
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