Please note that the following document, although believed to be correct at the time of issue, may not represent the current position of the CRA.
Prenez note que ce document, bien qu'exact au moment émis, peut ne pas représenter la position actuelle de l'ARC.
Please note that the following document, although believed to be correct at the time of issue, may not represent the current position of the Department.
Prenez note que ce document, bien qu'exact au moment émis, peut ne pas représenter la position actuelle du ministère.
Principal Issues:
TEI - 2000 Question #1- Update on Rulings Directorate ISO Accreditation
Position TAKEN:
Update provided.
Reasons FOR POSITION TAKEN:
The Income Tax Rulings Directorate obtained official ISO certification in July 2000.
TEI Conference
December 6, 2000
Question 1 Rulings Division ISO Accreditation
TEI understands that the Rulings and Interpretation Division is in the process of obtaining ISO 9002 accreditation. We invite the Agency to provide an update on the status of its application and the implications of accreditation for taxpayers - especially TEI member companies including whether the accreditation will have an effect on the Division's relationship with Tax Services Offices.
Agency's Position
The Income Tax Rulings Directorate obtained official ISO certification in July 2000.
With the Directorate now having a formalized Quality Management System in place, we clearly feel that our clients are better served, as follows:
- Our Quality Management System is now fully documented in a set of Policy and Procedures Manuals. In addition to providing a record of the various work processes, this documentation helps provide a more structured and expeditious orientation process for new employees, as well as being a useful reference tool for more experienced employees.
- We have improved the quality and consistency of our processes and product. By implementing a QMS system, we permitted ourselves an opportunity to reflect on existing processes and move to best practices.
- We have become more responsive - our service delivery time is improving. Standards have been set. Over the long term, we expect that accreditation coupled with increased resources will result in our standards being met, leading to quicker turnaround time for all taxpayer queries and ruling requests, and consistent quality of product. This would be the same for our dealings with TSO's.
We are sending a clear message to all of our clients, including TEI member companies and TSO's - WE CARE ABOUT QUALITY. To this end, we have a formal Quality Policy that reads:
"It is the policy of the Income Tax Rulings Directorate to be the centre of income tax expertise within the Canada Customs and Revenue Agency, issuing rulings and interpretations on which our clients can rely. In order to fulfil this requirement we will maintain a well educated, trained and experienced staff which will be able to deal effectively with any income tax issue that arises. Our staff will be accessible and responsive to our clients' needs, and will operate at all times within our Quality Management System, which will be registered to ISO 9002."
The next step in the process will be to evolve toward the newest phase of ISO 9000 - "ISO 2000". This will happen over the course of the next 3 years.
Author: Mike Milobar
Division: Income Tax Rulings Directorate
Phone number:: 957-8974
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