2013-2014 to 2015-2016 Summary of the Corporate Business Plan - Summary of the Corporate Business Plan 2013-2014 to 2015-2016 - [appendices]
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Summary of the Corporate Business Plan 2013-2014 to 2015-2016
[appendices]
[service standards]
[introduction]
External service standards represent the CRA's commitment to the level of service that citizens can expect under normal circumstances. They also reinforce our commitment to transparency, management accountability, and citizen-focused service.
[managing our service standards]
The CRA will continue to examine opportunities for introducing new service standards to keep pace with changes, client preferences or expectations, technology and business processes, as well as with our evolving service offerings. Service standards will continue to reflect the CRA's enhancements to electronic services. We recognize the importance of client input and are taking steps to ensure that taxpayer and benefit recipient perspectives, are considered as service standards evolve.
[introduction of new service standards]
The two new charities written enquiries service standards will provide taxpayers with a response to routine written enquiries in 30 calendar days or less of receipt, and to complex written enquiries in 75 calendar days or less of receipt.
We are introducing two new standards for processing a request to authorize or cancel a representative: one for electronic requests and one for paper. We will assess electronic requests in five business days or less and paper requests within 20 business days.
| Priority | Service | Standard | Target |
|---|---|---|---|
| Assisting Taxpayers | Charities – written enquiries – routine | Our goal is to review and respond to routine written enquiries in 30 calendar days or less of receipt. | 80% |
| Charities – written enquiries – complex | Our goal is to review and respond to complex written enquiries in 75 calendar days or less of receipt. | 80% | |
| Processing a request to authorize or cancel a representative – paper | Our goal is to process your complete paper request to authorize or cancel a representative in 20 business days or less of receipt by the CRA provided the request is complete. | 90% | |
| Processing a request to authorize or cancel a representative – electronic | Our goal is to process your complete electronic request to authorize or cancel a representative in 5 business days or less of receipt by the CRA provided the request is complete. | 90% |
[revisions to existing service standards]
We are proposing to change two service standards.
The standard for processing excise tax, excise duty, softwood lumber returns, and air travellers' security charge returns target was in 90 calendar days or less 95% of the time. As a result of our increased efficiency in processing these returns, we are lowering the assessment time from 90 to 60 calendar days.
The current standard for processing T2 corporation income tax returns is an average of the time to process both paper and electronic returns. We have created two separate service standards for processing T2 corporation income tax returns: one for electronic and one for paper. We will assess electronically filed T2 returns in 45 calendar days or less, and paper filed T2 returns in 90 calendar days or less. This clearly sets out that the CRA usually takes less time to process electronic returns, and aims to encourage T2 filers who are not mandated to file their returns electronically, to do so.
| Priority | Service | Standard | Target |
|---|---|---|---|
| Assisting Taxpayers | Processing excise tax, excise duty, softwood lumber returns, and air travellers security charge returns | Our goal is to assess excise tax, excise duty, softwood lumber returns, and air travellers’ security charge returns in 60 calendar days or less of receipt. | 95% |
| Processing T2 corporation income tax returns – electronic | Our goal is to assess electronic T2 returns (corporation income tax) in 45 calendar days or less. | 90% | |
| Processing T2 corporation income tax returns – paper | Our goal is to assess paper T2 returns (corporation income tax) in 90 calendar days or less. | 90% |
[retirement of service standards]
The CRA remains committed to developing a service standard portfolio that is relevant to clients and responds to changes in our operating environment. As part of this ongoing review process, we will retire four of our existing service standards.
The service standards for processing a request to authorize or cancel a representative – accuracy – peak and non-peak will be retired. These standards, at 98% accuracy, could be perceived inaccurately by the public as indicating that 2% of the time, the wrong person is given representative access.
We are retiring two service standards for timeliness (peak and non-peak) for processing a request to authorize or cancel a representative. Two new service standards are being introduced for processing paper and electronic requests to authorize or cancel a representative.
| Priority | Service | Standard | Target |
|---|---|---|---|
| Assisting Taxpayers | Processing a request to authorize or cancel a representative – accuracy (peak) | Our goal is to accurately process your request to authorize or cancel a representative; if necessary, we will send you a letter requesting additional information. | 98% |
| Processing a request to authorize or cancel a representative – accuracy (non-peak) | Our goal is to accurately process your request to authorize or cancel a representative; if necessary, we will send you a letter requesting additional information. | 98% | |
| Processing a request to authorize or cancel a representative - timeliness (peak) | Our goal is to process your request to authorize or cancel a representative during peak tax time (mid–March to mid–July) within 20 business days of receipt by the CRA. | 90% | |
| Processing a request to authorize or cancel a representative - timeliness (non-peak) | Our goal is to process your request to authorize or cancel a representative received during non-peak tax time, (mid-July to mid-March) within five business days of receipt by the CRA. | 90% |
- Date modified:
- 2013-03-28