Service Standards 2014-2015

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Service Standards 2014-2015

Service standards for resolving disputes

Detailed performance results can be found in the Annual Report.

First contact letter for disputes

  • What is this? This is a timeliness service standard for acknowledging first contact letters for disputes. This service standard, introduced in 2001-2002, aims to improve communication with taxpayers after they request a formal administrative review of a tax assessment, a payroll decision, or a ruling. This ensures that taxpayers filing an objection to an assessment, a determination, or a ruling receive an acknowledgement of receipt within 30 days from the date the dispute is received. It does not include disputes involving invalid disputes or group disputes dealing with a common issue where an initial contact letter would not be appropriate.
  • Standard: Our goal is to acknowledge taxpayer disputes within 30 calendar days after we receive them.
  • Target: The CRA aims to meet this standard 85% of the time.
  • How you can request this service from the CRA:
    • Internet
    • Mail
    • In person
    • By fax
  • How you will receive this service from the CRA:
    • Mail
Performance results:
2012-2013 2013-2014 2014-2015 Rating
84%1 85.2% 91.5% Met

1 The measurement has been revised, affecting a comparability with previous-year results, to more accurately report results by calculating the period of time when the first contact letter is sent and received, as opposed to measuring performance once the file has been closed.

Problem Resolution Program – acknowledge receipt

  • What is this? This is a timeliness service standard for acknowledging receipt of a case by the Problem Resolution Program (PRP). The PRP provides an informal redress mechanism to address taxpayers' and benefit recipients' tax-related problems that cannot be resolved through normal channels. This ensures that priority is given to individual cases requiring special attention. This service standard was introduced in 1999.
  • Standard: Our goal is to acknowledge receipt of a problem within two business days.
  • Target: The CRA aims to meet this standard 95% of the time.
  • How you can request this service from the CRA:
    • Referral from a CRA enquiries official.
    • Referral from a member of Parliament.
  • How you will receive this service from the CRA:
    • Telephone
    • Mail
Performance results:
2012-2013 2013-2014 2014-2015 Rating
98.2% 98.3% 97.8% Met

Problem Resolution Program – resolution

  • What is this? This is a timeliness service standard for resolving cases by the Problem Resolution Program (PRP). The PRP provides an informal redress mechanism to address taxpayers' and benefit recipients' tax-related problems that cannot be resolved through normal channels. This ensures that priority is given to individual cases requiring special attention. If the cases are complex, we will make contact within 15 business days to advise of an anticipated date of resolution. This service standard was introduced in 1999.
  • Standard: Our goal is to resolve the problem within 15 business days. If we cannot (for example, if a case is complex), we will make contact within that time to indicate an anticipated date of resolution.
  • Target: The CRA aims to meet this standard 95% of the time.
  • How you can request this service from the CRA:
    • Referral from a CRA enquiries official.
    • Referral from a member of Parliament.
  • How you will receive this service from the CRA:
    • Telephone
    • Mail
Performance results:
2012-2013 2013-2014 2014-2015 Rating
98.2% 98.2% 98.3% Met

Service Complaints – two-day acknowledgement

  • What is this? This is a timeliness service standard for a service-related complaint. This service standard was introduced in 2012-2013. If a recipient is not satisfied with the service they received by a CRA employee and even after talking to a supervisor, they can proceed to file a formal Service Complaint. The recipient can fax the form or letter, and any related documents, to 1-866-388-7371 from Canada or the United States, or 1-819-536-0701 from outside of Canada and the United States, or mail it to:

    CRA - Service Complaints
    National Intake Centre
    Appeals Division
    4695 12e Avenue
    Shawinigan-Sud QC G9P 5H9
    CANADA

  • Visit our service complaints site: http://www.cra-arc.gc.ca/gncy/cmplntsdspts/srvccmplnts/menu-eng.html
    • A complaints officer will make regular contact with you to keep you informed on the progress of your file and the status of your complaint.
    • A Service Complaint is an expression of dissatisfaction with a service provided by the CRA. In general, service refers to the behaviour or attitude displayed by any CRAemployee, or the quality and timeliness of the work performed. Complaints could include:
      • mistakes, which could refer to misunderstandings, omissions, or oversights;
      • undue delays;
      • poor or misleading information; or
      • staff behaviour.
  • Standard: Our goal is to acknowledge receipt of the complaint within two business days.
  • Target: The CRA aims to meet this standard 80% of the time.
  • How you can request this service from the CRA:
    • Fax
    • Mail
  • How you will receive this service from the CRA:
    • Fax
    • Mail
Performance results:
2012-2013 2013-2014 2014-2015 Rating
92% 85.8% 98.3% Met

Service Complaints – 30 day resolution

  • What is this? This is a timeliness service standard for a service-related complaint. This service standard was introduced in 2012-2013. If a recipient is not satisfied with the service received by a CRA employee and even after talking to a supervisor, they can proceed to file a formal Service Complaint. The recipient can fax the form or letter, and any related documents, to 1-866-388-7371 from Canada or the United States, or 1-819-536-0701 from outside of Canada and the United States, or mail it to:

    CRA - Service Complaints
    National Intake Centre
    Appeals Division
    4695 12e Avenue
    Shawinigan-Sud QC G9P 5H9
    CANADA

  • Visit our service complaints site: http://www.cra-arc.gc.ca/gncy/cmplntsdspts/srvccmplnts/menu-eng.html
    • A complaints officer will make regular contact with you to keep you informed on the progress of your file and the status of your complaint.
    • A Service Complaint is an expression of dissatisfaction with a service provided by the CRA. In general, service refers to the behaviour or attitude displayed by any CRAemployee, or the quality and timeliness of the work performed. Complaints could include:
      • mistakes, which could refer to misunderstandings, omissions, or oversights;
      • undue delays;
      • poor or misleading information; or
      • staff behaviour.
  • Standard: Our goal is to resolve the complaint within 30 business days.
  • Target: The CRA aims to meet this standard 80% of the time.
  • How you can request this service from the CRA:
    • Fax
    • Mail
  • How you will receive this service from the CRA:
    • Telephone
    • Mail
Performance results:
2012-2013 2013-2014 2014-2015 Rating
94.3% 95.3% 95.9% Met


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Date modified:
2016-03-03