The Taxpayers' Ombudsperson, Mr. François Boileau, has opened a systemic examination into the options available to taxpayers who experience issues with the Canada Revenue Agency (CRA). Specifically, the Office of the Taxpayers' Ombudsperson (OTO) will look into what options are available and whether the processes are fair and efficient.
There are a number of ways that taxpayers can try to resolve an issue with the CRA. But there are different avenues depending on whether it is a disagreement related to a tax dispute or a complaint related to quality of service. The OTO's preliminary research has found that it may be difficult for taxpayers to identify the appropriate option for their situation. Additionally, some taxpayers may skip steps and still get their issue resolved, try a different option to expedite the process, or use multiple options or the wrong option, possibly delaying the resolution of the issue.
This lack of clarity can lead to inefficiencies, varying timelines for resolutions, and perceived unfairness, particularly for taxpayers who need urgent action. As such, the Taxpayers' Ombudsperson has determined that there are sufficient grounds to examine these issues.
With this examination, the OTO is looking to better understand the complaint processes and how they are working for taxpayers. The examination will include looking into how the options are communicated, applied, and used to improve service. The OTO is committed to carrying out this examination fairly and impartially. Based on the examination's findings, the Ombudsperson may make recommendations on ways some of these options can better serve taxpayers.
Background information
