Question Period Note: SERVICE IMPROVEMENTS

How is the Canada Revenue Agency improving service to Canadians?

• The Canada Revenue Agency (Agency) has embarked on a transformation journey to improve Canadians’ service experience.

• By ensuring that the taxpayer is at the centre of what it does, the Agency is leveraging their feedback and expectations when designing and delivering programs and services.

• The Agency will continue to mail the Income tax package to approximately 1.7M individuals who filed on paper the previous year.

• File my Return (FMR): eligible Canadians, with low or fixed incomes whose situations remain unchanged year-to-year, can file their income tax and benefit return by answering a series of short questions through an automated phone service.

• The Express Notice of Assessment service allows Canadians to view their notice of assessment in software after the return has been received and processed by the CRA.

• The Personal Identification Number (PIN): makes it easier for callers to access the Agency’s Individual and Benefit telephone services and improve the success rate for callers who are attempting to self-serve using automated telephone services. This service also offers further safeguards to protect taxpayer information.

• Canadians can now find out the standard processing times for tax returns and other tax-related requests sent to the CRA. The information provided through this service is the same they would receive by calling the CRA.

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