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Service standards for child and family benefit recipients

Detailed performance results can be found in the Annual Report.

• Canada child tax benefit enquiries - telephone service level
• GST/HST credit enquiries telephone service level
• Processing benefit applications and marital status change forms - accuracy
• Processing benefit applications and marital status change forms - timeliness
• Responding to benefit and credit enquiries - accuracy
• Responding to benefit and credit enquiries - timeliness
• Benefits validation and compliance - results of review

Canada child tax benefit enquiries - telephone service level

• What is this? This is a timeliness service standard for general and account-specific Canada child tax benefit (CCTB) telephone enquiries from benefit recipients. Once callers indicate that they want to speak with an agent, our goal is to respond to their call in the agent queue within two minutes. While waiting to speak with the next available agent, callers hear a message informing them of the service standard. Callers may also hear topical recorded messages concerning upcoming deadlines, extended hours of service, information available on the Canada Revenue Agency (CRA) Web site, as well as messages that are added from time to time about special initiatives or programs.This service standard was introduced in 2007-2008.

• Standard: Our goal is to respond to calls in the agent queue within two minutes.

• Target: The CRA aims to meet this standard 75% of the time.

• How you can request this service from the CRA:

  • Telephone

• How you will receive this service from the CRA:

  • Telephone

GST/HST credit enquiries telephone service level

• What is this? This is a timeliness service standard for general and account-specific GST/HST credit enquires from recipients. Once callers indicate that they want to speak with an agent, our goal is to respond to their call in the agent queue within two minutes. While waiting to speak with the next available agent, callers hear a message informing them of the service standard. In addition, they may also hear topical recorded messages concerning upcoming deadlines, extended hours of service, information available on the Canada Revenue Agency (CRA) website, as well as messages which are added as required to provide information about special initiatives or programs. The CRA automated service is available 24 hours a day, 7 days a week. This service standard was introduced in 2012-2013.

• Standard: Our goal is to respond to calls in the queue within two minutes.

• Target: The CRA aims to meet this standard 75% of the time.

• How you can request this service from the CRA:

  • Telephone 1-800-959-1953; TTY (Teletypewriter) 1-800-665-0354

• How you will receive this service from the CRA:

  • Telephone

GST/HST Website: http://www.cra-arc.gc.ca/bnfts/gsthst/menu-eng.html

Processing benefit applications and marital status change forms - accuracy

• What is this? This is an accuracy service standard for processing Canada child benefits applications, marital status change forms, and children's special allowances applications and cancellation forms submitted by benefit recipients. Once the applications and forms are received, our goal is to accurately process the appropriate payment and notice. If necessary, we will issue a letter requesting additional information. This service standard was introduced in 2007-2008.

• Standard: Our goal is to accurately process the appropriate payment and notice and, if necessary, issue a letter requesting additional information.

• Target: The CRA aims to meet this standard 98% of the time.

• How you can request this service from the CRA:

  • Mail
  • In person

• How you will receive this service from the CRA:

  • Mail

Processing benefit applications and marital status change forms - timeliness

• What is this? This is a timeliness service standard for processing Canada child benefits applications, marital status change forms, and children's special allowances applications and cancellation forms submitted by benefit recipients. Once the application and forms are received, our goal is to issue a payment, a notice, or an explanation within 80 calendar days. This service standard was introduced in 1998-1999.

• Standard: Our goal is to issue a payment, notice, or explanation within 80 calendar days.

• Target: The CRA aims to meet this standard 98% of the time.

• How you can request this service from the CRA:

  • Mail
  • In person

• How you will receive this service from the CRA:

  • Mail

Responding to benefit and credit enquiries - accuracy

• What is this? This is an accuracy service standard for responding to benefit and credit enquiries, in the form of telephone referrals from the call centres and written enquiries from benefit recipients. Responses include explanations, notices, and payments, as appropriate. This service standard was introduced in 2007-2008.

• Standard: Our goal is to respond to written enquiries and telephone referrals from call centres, with the correct information, and accurately process new recipient information, including issuing a payment, notice, or letter.

• Target: The CRA aims to meet this standard 98% of the time.

• How you can request this service from the CRA:

  • Telephone
  • Mail
  • In person

• How you will receive this service from the CRA:

  • Mail

Responding to benefit and credit enquiries - timeliness

• What is this? This is a timeliness service standard for responding to benefit and credit enquiries, in the form of written enquiries from benefit recipients and telephone referrals from the call centres. Responses to enquiries include explanations, notices, and payments, as appropriate. This service standard was introduced in 2003-2004.

• Standard: Our goal is to respond to written enquiries and telephone referrals from call centers within 80 calendar days.

• Target: The CRA aims to meet this standard 98% of the time.

• How you can request this service from the CRA:

  • Telephone
  • Mail
  • In person

• How you will receive this service from the CRA:

  • Mail

Benefits validation and compliance - results of review

• What is this? This is a timeliness service standard for processing validation and control reviews. The CRA reviews accounts to have a credible compliance presence among benefit recipients. Reviews could include conditions of eligibility or entitlement. This service standard was introduced in 2003-2004.

• Standard: Our goal is to inform you of the result of our review within 45 calendar days after we receive the information requested.

• Target: The CRA aims to meet this standard 90% of the time.

• How you can request this service from the CRA:

  • Mail

• How you will receive this service from the CRA: Not applicable

(Note: This is not a recipient-initiated activity. It is CRA-driven.)

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