Complaints in numbers

This page contains statistics about the enquiries and complaints we received, as well as the urgent requests we sent to the CRA.Footnote 1  This page also includes the top trending complaints and the total amount of complaints we received from 2008-2021.


2021-2022
2021-2022 Overview
Figure - Text version
  APR MAY JUN JUL AUG SEP OCT NOV DEC JAN FEB MAR
Enquiries 716 779 569 605                
Complaints
(Includes Urgent Requests)
415 448 464 590                
Urgent Requests 163 182 281 310                

Quarterly Trends
Q1 (April 1 - June 30, 2021)
5 icons showing top trends for first quarter
Image Description

Showcases the top five trends for the first quarter (April – June 2021).

We saw trends in service issues related to the following areas:

First trend: COVID-19 Benefits

Second trend: Contact Centre – Individual Tax Enquiries

Third trend: Contact Centre – Validating COVID-19 Emergency Benefits

Fourth trend:  CRA Accounts

Fifth trend: Contact Centre – Individual Tax Enquiries – e-Services Support 


July 2021
  2021 2020 % change
Enquiries 605 252 +140%
Complaints (Includes Urgent Requests) 590 388 +52%
Urgent Requests 310 169 +83%
June 2021
  2021 2020 % change
Enquiries 569 248 +129%
Complaints (Includes Urgent Requests) 464 246 +89%
Urgent Requests 281 40 +603%
May 2021
  2021 2020 % change
Enquiries 779 222 +251%
Complaints (Includes Urgent Requests) 448 250 +79%
Urgent Requests 182 63 +189%
April 2021
  2021 2020 % change
Enquiries 716 284 +152%
Complaints (Includes Urgent Requests) 415 327 +27%
Urgent Requests 163 56 +191%
2020-2021
2020-2021 Overview
Figure - Text version
  APR MAY JUN JUL AUG SEP OCT NOV DEC JAN FEB MAR
Enquiries 284 222 248 252 185 198 279 209 278 447 592 816
Complaints (Includes Urgent Requests) 327 250 246 388 238 283 240 189 183 277 422 490
Urgent Requests 56 63 40 169 30 41 45 38 45 39 65 129

5 icons that show the top trends of 2020-2021
Image Description

Showcases the top five trends for 2020-2021.

We saw trends in service issues related to the following areas:

First trend: COVID-19 Benefits

Second trend: CRA Accounts

Third trend: Contact Centre – Individual Tax Enquiries 

Fourth trend:  Income Tax and Benefit Returns and Adjustments 

Fifth trend: Canada child benefit (CCB) 


March 2021
  2021 2020 % change
Enquiries 816 127 +543%
Complaints (Includes Urgent Requests) 490 139 +253%
Urgent Requests 129 49 +163%
February 2021
  2021 2020 % change
Enquiries 592 132 +348%
Complaints (Includes Urgent Requests) 422 130 +225%
Urgent Requests 65 17 +282%
January 2021
  2021 2020 % change
Enquiries 447 92 +386%
Complaints (Includes Urgent Requests) 277 138 +101%
Urgent Requests 39 21 +86%
December 2020
  2020 2019 % change
Enquiries 278 55 +405%
Complaints (Includes Urgent Requests) 183 92 +99%
Urgent Requests 45 18 +150%
November 2020
  2020 2019 % change
Enquiries 209 105 +99%
Complaints (Includes Urgent Requests) 189 112 +69%
Urgent Requests 38 30 +27%
October 2020
  2020 2019 % change
Enquiries 279 104 +168%
Complaints (Includes Urgent Requests) 240 102 +135%
Urgent Requests 45 31 +45%
September 2020
  2020 2019 % change
Enquiries 198 80 +148%
Complaints (Includes Urgent Requests) 283 111 +155%
Urgent Requests 41 20 +105%
August 2020
  2020 2019 % change
Enquiries 185 96 +93%
Complaints (Includes Urgent Requests) 238 130 +83%
Urgent Requests 30 35 -14%
July 2020
  2020 2019 % change
Enquiries 252 145 +74%
Complaints (Includes Urgent Requests) 388 145 +168%
Urgent Requests 169 28 +504%
June 2020
  2020 2019 % change
Enquiries 248 160 +55%
Complaints (Includes Urgent Requests) 246 130 +89%
Urgent Requests 40 35 +14%
May 2020
  2020 2019 % change
Enquiries 222 178 +25%
Complaints (Includes Urgent Requests) 250 150 +67%
Urgent Requests 63 22 +186%
April 2020
  2020 2019 % change
Enquiries 284 141 +101%
Complaints (Includes Urgent Requests) 327 128 +155%
Urgent Requests 56 22 +155%
2019-2020
2019-2020 Overview
Figure - Text version
  APR MAY JUN JUL AUG SEP OCT NOV DEC JAN FEB MAR
Enquiries 141 178 160 145 96 80 104 105 55 92 132 127
Complaints (Includes Urgent Requests) 128 150 130 145 130 111 102 112 92 138 130 139
Urgent Requests 22 22 35 28 35 20 31 30 18 21 17 49
2008-2021
line graph of complaints from 2008-2021
Figure - Text version
2008-2021 Complaints
  2008
-2009
2009
-2010
2010
-2011
2011
-2012
2012
-2013
2013
-2014
2014
-2015
2015
-2016
2016
-2017
2017
-2018
2018
-2019
2019
-2020

2020
-2021

Complaints 1,038 1,190 1,305 977 1,138 2,735 1,434 1,487 1,490 1,922 1,920 1,415 3,533

*Disclaimer: Please note that the numbers shown in the charts and tables may change.

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