The Problem Resolution Program

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https://www.canada.ca/en/revenue-agency/campaigns/support-members-parliament-constituency/problem-resolution-program.html

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Problem Resolution

Problem Resolution is a service that the Canada Revenue Agency (CRA) offers to Members of Parliament and their constituency offices for resolving tax and/or benefit matters.

The objectives are to oversee the resolution of taxpayer problems when normal administrative and operational channels and procedures have been unable to do so. From time to time, there may be a matter that calls for special intervention such as:

  • a situation that causes financial hardship, for example, when there is a delay in issuing a payment and the taxpayer relies on it for basic necessities;
  • a situation that requires a high degree of sensitivity, for example, where a taxpayer experiences personal difficulties such as a serious illness or a personal or family problem;
  • a recurring problem, or part of a trend, resulting in many requests for the same type of matter; or
  • a situation where an Agency error was identified.

Role of a Service Feedback officer:

  • The officers facilitate the resolution of tax and/or benefit matters raised by Members of Parliament and their constituency offices and acknowledge receipt of the request within five business days.
  • Most issues are resolved within 15 business days. However, if the resolution of a matter goes beyond this period, officers keep Members of Parliament and their constituency offices updated and provide an anticipated completion date, when possible.

Limitations of Problem Resolution

While Service Feedback officers can provide resolution of tax and/or benefit matters raised by a constituent, they cannot:

  • change or influence a decision regarding taxpayer relief requests, objections or the result of an audit completed by the Agency, as well as benefit applications including the Disability tax credit;
  • interfere with collection actions;
  • write letters to or for taxpayers;
  • get involved in identity theft cases except to forward documents on behalf of the taxpayer;
  • cancel a benefit review or an audit;
  • expedite an audit, an objection or a taxpayer relief request;
  • request a refund of corporate installment payments; and
  • request a refund of payment or a credit when there is a compliance hold on a file.

For more information, we invite you to view the presentation deck below that was provided to Members of Parliament and their constituency offices in November 2023.

Service Feedback Program – Problem Resolution (PowerPoint, 1.85 MB)


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Date modified:
2023-12-13