Service Standards

Service standards represent the CRA’s public commitment to the level of service that Canadians can reasonably expect to encounter in areas of importance to them. In setting service standards, the CRA considers both operational capacity and the expectations of our service users.

Excellence in Service

The CRA’s ability to offer service in a timely, responsive, and predictable way contributes to voluntary compliance with Canada’s tax laws.

Service Standards and Taxpayers’ Rights

Service standards support our commitment to Canadians for transparency, management accountability, and citizen-centred service. Service standards have taken on an even greater significance with the Minister’s May 2007 announcement of the Taxpayer Bill of Rights. One of these rights is that the CRA will publish and report on service standards annually.

Information about the Taxpayer Bill of Rights can be found on our Web site at: www.cra-arc.gc.ca/rights

Managing our Service Standards

The CRA manages the life cycle of service standards to ensure that our standards continue to meet CRA requirements and address the expectations of Canadians. In 2008-2009, we are deleting the service standard for processing visitor GST/HST rebate applications as a result of the cancellation of the visitor GST/HST rebate program in 2007. We are also introducing two new benefits-related service standards for accuracy, bringing the number of CRA service standards to 47. Results for all CRA’s service standards are reported in the CRA’s Annual Report to Parliament.

Information about the CRA’s service standards can be found on our Web site at: www.cra-arc.gc.ca/agency/menu-e.html

Date modified:

2008-03-31