Question Period Note: CORRESPONDENCE

What is contributing to the lengthy delays in CRA’s responses to correspondence from Canadian taxpayers, and what is the Agency doing to bring them down?

• The Canada Revenue Agency (CRA) is committed to responding to taxpayers as soon as possible, while ensuring that responses are accurate and carefully written.

• The CRA’s responses are customized to individual taxpayers, whose situation require a careful and thorough investigation and analysis.

• Responses take longer to prepare based on the complexity of the correspondence received.

• The CRA aims to deliver the highest level of service possible to taxpayers by continuing to improve its services with the goal of being trusted, fair, and helpful by putting people first.

If pressed:
• Correspondence typically spikes during tax season, so the time required to respond to taxpayers is standard for this time of year.

• The team works diligently every year to respond to this influx of correspondence in a timely manner.

The original requester of OPQ Q-2468 had written to the Commissioner of the CRA, and waited six months to receive his answer.

The new benefits implemented (including those for COVID-19) create complicated fiscal situations for taxpayers. Each case is analyzed and often require involvement and support from tax services offices and other departments.

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