Schedule E – Overall performance against service standards
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2001-2002 Results compared to target
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2002-2003 Results compared to target
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2003-2004 Results compared to target
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Tax Services – Client
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1. Counter-service wait time
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20 minutes (except during peak periods)
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20 minutes (except during peak periods)
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85% served within 20 minutes
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82% served within 20 minutes
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81%
(see note)
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2. Processing visitor (GST/HST) rebate applications
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4-6 weeks
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100%
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95%
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95%
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98%
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3. Responding to client requested adjustments (T1)
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8 weeks
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100%
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7 weeks
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9 weeks
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5 weeks (see note)
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4. Problem Resolution Program
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Acknowledged within 48 hrs.
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100%
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100%
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83%
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94%
(see note)
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5. Problem Resolution Program
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Resolution/client contact within 15 days
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100%
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76%
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100%
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94%
(see note)
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6. Processing fairness requests related to accounts receivable and trust accounts programs
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4-6 weeks
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90%
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91%
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92%
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90%
(see note)
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7. Providing Statements of Arrears (SOA) for corporations
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Mailed by the end of the month
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95%
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Not applicable
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83%
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67%
(see note)
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8. Providing Statements of Interim Payments (SIP) to corporations on a monthly basis
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Mailed by the 18th of the month
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95%
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Not applicable
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70%
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61%
(see note)
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9. Charities – response to telephone enquiries
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Within 60 seconds
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85%
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Not applicable
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Not applicable
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Information not available
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10. Advance income tax rulings to taxpayers
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Within 60 days
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100%
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66 days
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60.3 days
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57 days
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11. Technical interpretations to taxpayers
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Within 90 days
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100%
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87 days
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78 days
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82 days
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12. Applications to register pension plans
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Deemed registration within 60 days
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85%
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90%
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77%
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78%
(see note)
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13. Applications to register pension plans
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Complete review in 180 days
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85%
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89%
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89%
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91%
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14. Amendments to registered pension plans
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9 months
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80%
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Not applicable
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79%
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78%
(see note)
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15. Termination of registered pension plans
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One year
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85%
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Not applicable
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89%
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77%
(see note)
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16. Retirement savings plans (applications to register, amend, or terminate)
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Within 60 days
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80%
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73%
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64%
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89%
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17. Retirement income funds (applications to register, amend, or terminate)
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Within 60 days
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80%
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78%
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66%
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90%
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18. Education savings plans (applications to register, amend, or terminate)
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60 days
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85%
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Not applicable
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71%
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92%
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19. Actuarial valuation reports
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9 months
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80%
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Not applicable
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73%
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72%
(see note)
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20. Deferred income plans – Response to telephone enquiries
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Within 2 working days
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100%
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100%
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100%
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100%
(see note)
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21. Deferred income plans – Response to written enquiries
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Within 60 days
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80%
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70%
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60%
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64%
(see note)
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Tax Services – Returns processing
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22. Processing T1 individual income tax returns (paper)
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4-6 weeks
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4 weeks
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4 weeks
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Under 4 weeks
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Under 4 weeks (see note)
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23. Processing T1 individual income tax returns (EFILE, TELEFILE, NETFILE)
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2 weeks
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2 weeks
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2 weeks
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Under 2 weeks
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Under 2 weeks
(see note)
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24. Processing T3 trust returns
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Within 4 months
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95%
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46%
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77%
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72%
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25. Processing GST/HST returns
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21 days
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95%
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97%
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Previous target
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100%
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98%
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96%
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26. Processing T2 corporation income tax returns
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75% in 50 days
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75% in 50 days
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45% in 50 days
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75%
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76%
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90% in 90 days
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90% in 90 days
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61% in 90 days
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91%
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93%
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Tax Services – Review
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Claims – SR&ED tax incentives
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27. Refundable claims – combined target (unaudited and audited)
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120 days
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90%
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90%
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93%
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95%
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28. Non-refundable claims – combined target (unaudited and audited)
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365 days
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90%
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84%
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89%
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92%
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29. Claimant-requested adjustments to refundable claims
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240 days
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90%
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86%
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93%
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95%
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30. Claimant- requested adjustments to non-refundable claims
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365 days
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90%
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81%
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88%
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94%
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Claims – Video and film tax credits
31. Refundable claims – unaudited
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60 days
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90%
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96%
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Previous target
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100%
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68%
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93%
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32. Refundable claims – audited
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120 days
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90%
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93%
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Previous target
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100%
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57%
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87%
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Benefits
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33. Processing CCTB applications
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End of second month after month in which application is received
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98%
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97%
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98%
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99%
(see note)
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34. Account maintenance/Responding to written enquiries
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End of second month after month in which enquiry is received
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98%
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Not applicable
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Not applicable
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98%
(see note)
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35. Validation and control. Results of review
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60 days
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90%
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Not applicable
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Not applicable
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92%
(see note)
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Appeals
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36. 30-day first contact letter for objections, disputes, and appeals
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30 days
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85%
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87%
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89%
(see note)
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Previous target
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75%
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82%
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Legend
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 Met or exceeded target
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 Target mostly met (at least 95%)
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 Target not met
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New or modified service standard
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Explanatory notes: With respect to Data Quality (DQ) or significant Variance (V) in performance.
Where service standards are expressed in terms of a number of days (XX days), they refer to calendar days.
Standard 1: DQ : The standard does not apply during peak periods. Peak periods are from 10:30 am to 1:00 pm daily, and from 8:15 am to 5:00 pm, March 1 to April 30.
Standard 3: DQ: The standard applies to straightforward client-requested adjustments; that is, those that pertain to workflows that do not involve waiting for substantive information in order to be resolved.
Standards 4 and 5: DQ : The results represent TSO offices only, not Tax Centres.
Standard 6: DQ : The result is based on an estimate.
Standard 7 and 8: DQ: Performance data is not available for 2001-2002 as this standard was introduced for the first time in 2002-2003.
Standard 9: DQ: This is a new standard and historical data is not available.
Standard 12: V: Significant attrition, staffing and training requirements (29 analysts) had an impact on the ability to meet the target.
Standard 14: DQ: Performance data is not available for 2001-2002 as this standard was introduced for the first time in 2002-2003.
Standard 15: DQ: Performance data is not available for 2001-2002 as this standard was introduced for the first time in 2002-2003. V: Significant attrition, staffing and training requirements (29 analysts) had an impact on the ability to meet the target.
Standard 19: DQ: Performance data is not available for 2001-2002 as this standard was introduced for the first time in 2002-2003. V: Though the target has not been met, steady progress is being made. 4th quarter results exceeded the target.
Standard 20: DQ: Information is based on an estimate.
Standard 21: V: Significant attrition, staffing and training requirements (29 analysts) had an impact on the ability to meet the target
Standard 22: DQ : Prior-year performance information is based on T1 Statistical Sample File; 2003-2004 information is based on the entire population during peak period.
Standard 23: DQ : Results are based on the entire population during peak period.
Standard 33: DQ: Information is based on a sampling.
Standards 34 and 35: DQ: These are new standards and historical data is not available. Information is based on a sampling.
Standard 36: This standard excludes, for example, those resolved within 30 days, invalid objections, and group objections dealing with a common issue such as pay equity disputes.
Exhibit 15 New service standards and targets for 2004-2005
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Tax Services
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General Enquiries and Business Enquiries – Respond to calls in queue within two minutes
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Deferred Profit Sharing Plans – Registration in 180 days
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Deferred Profit Sharing Plans – Amendments and Terminations in 270 days (nine months)
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Benefit Programs and Other Services
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Taxpayer Representative Identification System (TRIS) – Processing of T1013s within five days of receipt during non-peak periods and 20 days during peak periods
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Exhibit 16 Adjustments to existing service standards for 2004-2005
Adjustments to existing service standards for 2004-2005
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Tax Services
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Visitor rebate applications processed within four to six weeks – target lowered from 100% to 95%
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Exhibit 17 Service standards under development in 2004-2005
Service standards under development in 2004-2005
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Tax Services
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Responding to correspondence related to general and business enquiries
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Timeliness of delivery of key publications
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Responding to enquiries regarding GST/HST rulings
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Charities – processing of applications for charitable registration
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Charities – response to written enquiries
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Technical telephone enquiry service
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Processing Excise – Other Levies returns
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Benefit Programs and Other Services
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Processing Disability Tax Credit claims
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Canada Child Tax Benefit – telephone service
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- Date modified:
- 2004-10-28
