CRA Service Levels: A Challenging Year Ahead

Geoff Currier

It could be a challenging year for the CRA with all the changes and postponements to the April 16, 2024 federal budget.

It conducted a survey this past fall, soliciting public opinion on how it might improve its service to Canadian taxpayers this tax season. The portal is now closed, and we’re told that we’ll get the latest survey results this spring – likely in the middle of the busy tax season. What improvements can we – and should we - expect from CRA this year?

Hours at CRA. CRA touts improvements made based on previous surveys including increasing service hours at its Contact Centres. It plans to extend its Contact Centre hours this tax season from February 24th to April 30th. Centres will be open from 9:00 a.m. to 9:00 p.m. Monday to Friday and from 9:00 a.m. to 5:00 p.m. on Saturdays, except Easter week-end.

Phone Systems. CRA  also says it has modernized its telephone services to include call wait times being posted. So, this year you’ll know how long the wait will be, not necessarily that wait times are shortened. Is this the improvement call waiters are looking for? How about shorter wait times?

Identify Validation. The CRA has introduced a new identity validation option to register for the CRA sign-in services. Now tax filers can validate their identity in real-time, for full and immediate access to theirs online accounts – no more waiting for a security code by mail. Check out Register for the CRA sign-in services.

People First or Digital First? The CRA has implemented what it is calling the Putting People First strategy. Among other things it plans to make information easier to understand, ensure Canadians feel “understood, respected and valued” and to provide “more convenient access to services and support.” 

These promises are somewhat vague in nature and they may not be easy to qualify when the time comes for your clients to file their taxes. And this certainly is not reflective of Priority 1 of the CRA’s Departmental Plan which is “Digital First”; specifically:

“Key priorities. The CRA's commitments are presented under the following priorities and objectives:

Priority 1. Deliver seamless client experiences and tailored interactions that are digital first

Objectives:

• 1A. Simplify client interactions and advance more ways to interact digitally
• 1B. Improve access to benefits, particularly for underserved populations
• 1C. Increase automation for better service delivery

Digital Application for the Disability Tax Credit. The Agency has introduced a digital application to the Disability Tax Credit. There are concerns though, that not all Canadians with a severe disability qualify for the benefit. According to Policy Options “The Canada Revenue Agency’s committee report indicates only 25 per cent of the most “severely” disabled complete the application, receive the required certificate, file an income tax return and claim the tax credit.”  

Does going “digital first” work in these cases? Is this fair? Will it be fair as a large part of Canada’s population ages and becomes less able to deal with changing technology and the security/privacy issues that comes with that?

The Role of the Advisor. The current thrust is to change the image of the CRA from an uncaring bureaucracy to a more human, caring organization. While this may be a noble aspiration, there is no way for the end users to measure the results. That’s a problem at the outset. The other issue – will Canadians actually be heard?

The chances are that if you are filing on behalf of your clients you and your clients will have a sense of whether or not CRA is living up to its promises. It would be good for you to weigh in on this month’s Knowledge Bureau Report Poll: 

In your view, has CRA improved its services to clients and tax preparers this year?

The Bottom Line. The real issue, is whether or not CRA is sincere in its desire to hear from the average Canadian taxpayer and make improvements to its services that are client-centred. It would be good for CRA and Finance Canada to let advisors and their clients know about the results of their last surveys and how they have acted on the feedback received - well before the middle of the busy tax season. Be sure to give your views on the federal and provincial budgets when the time comes to do so. That’s March 10 in the case of the federal budget consultations.

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