Original report submitted to the Minister of National Revenue October 2024.

CRA response to recommendations in the Taxpayers’ Ombudsperson’s 2023–2024 annual report.

Recommendation #1

The Taxpayers’ Ombudsperson recommends that the CRA actively work to harmonize the operating hours of the services it provides so that residents across the country receive equal hours of service during the same operating hours depending on the various time zones in the country, to ensure equal availability of services to residents across the country.

CRA’s response

The CRA agrees with this recommendation.

CRA’s action plan

The Canada Revenue Agency has recently extended the hours of operation for its main contact centres (Individual Tax, Benefit Enquiry and Business Enquiry) from 8:00 am to 8:00 pm local time to 6:30 am to 11:00 pm ET (Monday – Friday) and Saturdays from 9:00 am to 5:00 pm local time to 7:30 am to 8:00 pm ET. By March 31, 2026, the CRA will review and analyse the implications of further harmonizing across the country the operating hours of its other services.

Recommendation #2

The Taxpayers’ Ombudsperson recommends that the CRA define the eligibility criteria for the Community Volunteer Income Tax Program (CVITP) and the Income Tax Assistance - Volunteer Program (ITAVP) in Quebec, to allow self-employed individuals with a modest income and simple expenses, access to free tax clinics where such a service can be made available.

CRA’s response

The CRA agrees with this recommendation.

CRA’s action plan

The CRA will make changes to the published eligibility criteria to include certain self-employed individuals in February 2025.

Note that the ITAVP is administered jointly by the CRA and Revenue Quebec.

Recommendation #3

The Taxpayers’ Ombudsperson recommends the Canada Revenue Agency:

1. Provide a permanent grant program for organizations participating in the Community Volunteer Income Tax Program (CVITP) and the Income Tax Assistance – Volunteer Program (ITAVP)
2. Continue to provide supplemental grant amounts to those that serve Indigenous communities and those organizations that operate in Northern, rural and remote communities.

CRA’s response

The CRA agrees with this recommendation in principle.

CRA’s action plan

The CRA acknowledges the success of its CVITP Grant pilot, and will continue in 2025 to seek funding for the Grant, including supplemental amounts for organizations that serve Indigenous and Northern communities, as well as other underserved populations, such as rural and remote communities.