CRA Improves Services Standards: Their New Three-Point Plan

Last year, the Canada Revenue Agency received extensive criticism for failing to meet basic service standards. But things have recently improved at the CRA; 74 percent of calls are being answered by an agent or auto assistant, compared to the mere 37 percent in 2015, which prompted this fall’s Auditor General Report. The CRA now intends to ensure things get even better, and responded to the criticisms on June 12, 2018 with a three-point action plan.

The improvements made were evident throughout the 2017 tax season: 74 percent of calls made to the Individual Tax Inquiries line were answered; less than half – 45 percent - of people actually reached an agent, while 29 percent received assistance though the automated service. Both the CRA and tax professionals have also indicated that electronic and paper returns are being processed as required by the respective two and eight-week deadlines, provided they do not require further review.

This month, the Minister of National Revenue, Diane Lebouthillier, accepted all suggestions outlined by the Auditor General last fall. The CRA’s new three-point action plan focuses on modernizing technology, improving agent training, and updating service standards. Funding through the 2018 Federal Budget supports these enhancements, to the tune of $206 million allocated over five years.

This new action plan adds onto some initiatives already undertaken by the CRA to improve tax payers’ access to accurate, timely information from staff.

Funding provided in the 2016 budget has been used to give newly hired staff more comprehensive training, and test their readiness to be useful resources for Canadians. They have also created a team focused on Quality Assurance to address the issue that previously, incorrect information was being provided by agency tellers between 30 and 50 percent of the time, depending on the question asked.

Automated service enhancements include the File My Return program, a cue that supports a greater number of callers waiting to speak to an agent, and access to information like account balance and last payment received (introduced in February). One of the next initiatives outlined in this month’s CRA report is their intention to transition to a better phone platform that will connect agents and callers more efficiently, and provide accurate wait times.

It’s promising news that the CRA is making progress in addressing Canadian tax payer needs. The tax system is complex, technology can be perplexing and a multiple stakeholder approach to getting the right results if often required. That’s where friendly, highly qualified human beings beat out automated services every time.

Distinguished Financial Advisor – Tax Services Specialist can help with tax consultancy services, especially during the off-season, and mitigate any issues that may come from another CRA initiative, as the agency focuses on addressing the $44 billion in unpaid tax debt that keeps growing to reach record levels, as reported this week.

Additional educational resources:

Move your professional practice from transactional tax preparation to high value tax consultancy.  Knowledge Bureau offers three important designation programs to promote a higher standard in the tax industry:

DFA-Tax Services Specialist: earn professional credentials as a highly qualified tax consultant specializing in personal tax matters.

DFA–Bookkeeping Services Specialist: earn credentials as a highly qualified professional bookkeeper to prepare documents for individual and corporate tax payers.

MFA – Business Services Specialist: earn professional credentials as a highly qualified business tax consultant specializing in corporate owner-manager issues.

Are you a Do-It-Yourself taxpayer looking to improve your knowledge about the Canadian tax issues that affect you and your tax-efficient choices? Knowledge Bureau has two resources you’ll want to check out, too:

1. Pick up your copy of Evelyn Jacks’ Essential Tax Facts book.
2. Take advantage of the free Income Tax Estimator calculator.

COPYRIGHT OWNED BY KNOWLEDGE BUREAU INC. 2018. 
UNAUTHORIZED REPRODUCTION, IN WHOLE OR IN PART, IS PROHIBITED.

Refer a Friend	Research	Calculators	Course Trials