Question Period Note: DELAYS IN RESPONDING TO (Redacted – 21(1)) MP OFFICES’ REQUESTS ON BEHALF OF CONSTITUANTS [PRP]

Why is the Canada Revenue Agency not responding in a timely manner to requests from MP offices in support of their constituents?

• The Canada Revenue Agency (Agency) serves millions of Canadians every year, through tens of millions of service transactions.

• Canadians sometimes reach out to the Agency through their Members of Parliament. The Agency takes such requests for assistance on behalf of Canadians very seriously.

• The Agency ensures there are avenues for clients who want to provide feedback or who feel they have not received the service they should expect from the Agency.

• The Agency acknowledges that there have been some recent delays in service. Responding to recent feedback, the Agency has taken immediate action to address the situation, with an expected return to meeting the established service standards Canadians have come to expect.

• The Agency is always looking at how it can improve its services with the goal of being trusted, fair, and helpful by putting people first.

• Canadians have the right to be treated professionally, courteously, and fairly.

In a letter dated August 30, 2022 addressed to the Prime Minister from the Member of Parliament from Perth-Wellington, the member writes the following:

Excerpt: “Canadians, especially seniors and parents, are unable” to “receive their much needed benefits, obtain refunds, correct errors on tax fillings, or even get answer to questions through CRA. This is causing continued economic hardship for many Canadians, especially lower income Canadians. It is taking a month for MP Offices to even get a response to an enquiry, much less a resolution to a problem.”

The Agency’s Problem Resolution Program (PRP) supports Member of Parliament (MP) Offices who reach out on behalf of their constituents to resolve issues they may have with Agency programs or services.

Redacted – 21(1)

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