Fact sheet

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CRA - Service Complaints

The Canada Revenue Agency (CRA) has strengthened its ability to respond to service-related problems by creating a complaint resolution process called CRA - Service Complaints, implemented in 2007. This new process will make the CRA more transparent and accountable and provide individual and business taxpayers and benefit recipients with an additional level of confidence in their dealings with the CRA.

The CRA - Service Complaints process strengthens existing service redress mechanisms in place at the CRA and safeguards the service rights outlined in the Taxpayer Bill of Rights.

Service refers to the quality and timeliness of the work performed by the CRA. A service-related complaint, which could include:

  • undue delays
  • poor or misleading information;
  • staff behaviour; or
  • mistakes, which could refer to misunderstandings, omissions or oversights.

Steps to take

If taxpayers are not satisfied with the service they have received from the CRA, they have the right to make a formal complaint. Before considering the service complaint process, they should:

  • first, try to resolve the issue with the CRA employee they have been dealing with; and
  • then, talk to the employee's supervisor, if they are not satisfied.

If they are still not satisfied with the way their complaint is being handled, they may want to consider using CRA - Service Complaints. To do so, they need to complete Form RC193, Service-Related Complaint, available on our Web site at cra.gc.ca/complaints or by calling 1-800-959-2221. Complaints will not be taken over the phone - they must be received in writing.

CRA - Service Complaints will conduct a review of the complaint to resolve it in a fair and timely manner. Once a formal complaint is filed, the CRA will assign a complaints officer to the case who will liaise with the CRA area(s) involved in the complaint. The officer will keep the complainant informed of the status of his/her complaint and will ensure that the outcome is communicated to him/her either by phone or mail.

More information

Visit the CRA Web site for more information about the:

This document is also available for download in PDF format.

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Date modified:
2014-12-03