Annual Report Highlights Taxpayer Service Issues

Canada’s Taxpayers’ Ombudsperson, François Boileau, has released the 2023–2024 annual report titled "Fair Access to Service." The report, presented in the House of Commons, covers the activities of the Office of the Taxpayers’ Ombudsperson (OTO) from April 1, 2023, to March 31, 2024.

The report outlines the OTO's role in influencing improvements at the Canada Revenue Agency (CRA) by addressing service issues and complaints. It includes three recommendations aimed at enhancing the CRA's service to Canadians. Key activities of the OTO during this period included handling over 4,500 enquiries and receiving more than 2,800 complaints. Notably, the OTO referred nearly 1,400 complaints to CRA Service Feedback and prioritized over 500 complaints for urgent review by the CRA.

The report highlights several service issues, including the resumption of CRA's collection activities, which led to a significant increase in complaints. Other issues identified were long wait times and inconsistent information from CRA contact centres, delays in processing tax returns and benefits, and prolonged resolution times for service complaints.

The Ombudsperson's recommendations focus on harmonizing CRA service hours across time zones, defining eligibility for volunteer tax programs, and providing grants to organizations serving Indigenous and remote communities.

The report emphasizes the need for the CRA to improve its services to ensure that all Canadians, particularly vulnerable populations, receive the benefits and credits they are entitled to.