Free Tax Clinics Volunteer Survey

This survey gives participating organizations and volunteers an opportunity to tell us about their experiences with the Community Volunteer Income Tax Program (CVITP) or the Income Tax Assistance – Volunteer Program (ITAVP) in Quebec. The feedback we receive helps us find ways to improve our programming.

Response rates

• 3,487 people responded to our survey
• 84% of respondents prepared taxes for CVITP clients
• 49% of respondents coordinated CVITP tax clinics

Respondents by years of experience

• 15% of respondents said this was their first year volunteering
• 33% said they have volunteered for 2-5 years
• 20% said they have volunteered for 6-10 years

Satisfaction levels

• 90% of respondents were satisfied with UFile, the certified tax software volunteers use to complete tax returns
• 86% of respondents were satisfied with the communication and support they received from their local CRA coordinator
• 89% of respondents were satisfied with the dedicated help line for volunteers
• 87% of respondents were satisfied with CVITP & EFILE registration
• 81% of respondents were satisfied with their training
• 35% of respondents used Auto-fill my return
  • of those who used it, 86% were satisfied with the service

What we're doing

We've listened to your feedback and are working on the following improvements:

• Removing language barriers
  • Many respondents (14%) indicated that they provided services in a language other than English or French. To reduce language barriers, we will focus on recruiting volunteers with diverse language and cultural backgrounds.
• Increasing the use of Auto-fill my return
  • 35% of respondents used Auto-fill my return, but many reported issues or were hesitant to use the service. We will focus on making Auto-fill my return easier to use and improve communication and training for the service, so that more volunteers are comfortable using it.
• Focusing on supporting local coordinators.
  • We will continue to ensure that local coordinators have the tools and support they need to provide guidance to participating organizations and organizations interested in joining the program.

Our free tax clinic programs count on community organizations and volunteers from coast-to-coast-to-coast, and they wouldn’t be possible without their ongoing dedication to the program and their communities.