Switch to Electronic Notice of Assessments?  The Tax Pros Say No

Beth Graddon

A full 68% of professional advisors said a firm “no” to last month’s poll question when we asked, “is it a good idea for CRA to switch from paper to electronic Notices of Assessment in 2022, requiring tax filers to provide their email addresses?” Computer accessibility was a big reason for these responses, but so was concern over privacy and security. Here are some of the comments that accompany the concerns:

“This is just pushing more of CRA’s administrative work onto preparers. Many of our older clients (and even some of the younger) either don’t have a computer or are not tech savvy enough to handle CRA online mail (I’ve already received emails from clients a) asking if the email is legit and b) what their login info is. Which of course we can’t access for them and they don’t want to wait 2 hours on the phone for CRA. So, then we have to send it to them. And will have to charge clients for our time IF we can - any older client on a fixed income will complain.” - Julie

“The CRA is completely out of touch with the age of the Canadian population and their access to computers. My client base is 60% of people between 70 and 103 and none of them own a computer or would not know what to do with one.  The younger ones don’t mind since most of them have all info on their computer or cell-phone or tablet.  It looks like the CRA is managed by Bell Canada who from one day to next switching from paper invoices to on line billing and payment.  The CRA needs a major shake-up to become user compatible, leave alone being user friendly.” - Exact Tax Service

“I agree with all the negative comments.  In this area too there are many people who cannot get fast internet except by prohibitively expensive satellite service.  Even as younger generations take over, not all of them are tech savvy either, and there will always be seniors who are losing it.  It is good that it brings more work to tax preparers, and fun showing new clients that we can do better for them.” - Virginie Hoover

“This places additional pressure on the preparer to ensure that Seniors and all clients without computers and/or that have limited tech abilities from getting their assessments and after the fact reassessments. All clients need and should have some direct contact by the CRA in the Tax process, after all they are collecting the revenue. It’s just another way for Government to pass the responsibility for any confusion or disconnects on to someone else but them. Who’s steering the ship here?” - Bruce LaPorte

“Perhaps when the CRA can accept our emails.” - Melanie Madsen

“Mandatory electronic notices are not good for those with limited internet access and those who are not tech savvy. And CRA will have more issues with security because not everyone is using password managers which means insecure passwords.” - Harlen Wiebe

“My clients would like the paper copy mailed to them not everyone has an email address knows how to use my account or is able to print out a copy.  It will affect seniors not able to use a computer to view or print returns.” - Ina Turner

“As usual, CRA, and the Minister are not thinking this through.  Taking the people’s choice away, as mentioned not everyone has a computer not having e-mail and don’t trust technology.” - Nik Wetsch

“Absolutely not, the majority of my clients, mostly rural but some in the city, are not tech savvy.
Those that are, still are not willing to get important documents via email… just too easy to miss the notification with all the emails that come in. Do not mess with a system that works to save postage, paper?  Please spend my tax dollars on sending out notices to real people in real paper format.” - Rachel Parlee

“Not everyone is equipped to handle the Email notices. It would prove onerous for some seniors for sure.” - Randolph Edmead

“Absolutely not.  What a disservice to clients.” - Tineke Vos

“I have done my taxes online for many years. However, I had tried My Account with no success at getting in. Too time consuming. Plus, I do a few returns for others any I know they are not interested in online activities.  With computers, and all the attempts of making things tamper-proof, I do not have a great trust in what the government is trying to do. The cost saving is minimal.” - Richard and Noreen Papineau

“Definitely not! No way, no how, not ever. I just watched my son go through a pile of grief with CRA because the email they “sent” him last fall is still was never received and he didn’t find out about the communication until this spring when he was doing his taxes.  It got straightened out but could have been totally avoided had they just mailed a letter like they used to.” - Ron Schreuders

“Definitely not!! For all of the reasons already stated in the previous comments! I agree that it is a very bad idea!” - Yvonne Marie Davis

“Worst idea ever! It shows how out of touch CRA is with the average tax preparer/taxpayer. - Bill Johnson

“We should provide choice. Keep sending paper notice of assessment unless it is opt-ed out. Savings can be achieved within reason.” Stephen Cheung

“Absolutely not. I understand that there are many benefits to electronic documents. Benefits for both taxpayers and government departments such as the CRA. However, it should be evident to the government that not all citizens have computers, and even those who do, are not always comfortable or even capable of operating them. I have many older clients who will not be able to receive documents via e-mail. They cannot provide an e-mail address because they don’t have one. I have to ask, is the CRA prepared to sacrifice the needs of a portion of citizens for the sake of cost savings?  I certainly hope not.” - Stephen Welbourn

“While I and my family use my account features, many of my clients have no idea they could have access to their own CRA account. They have no computer, cell phone or access to the internet.  So that would mean they would have to come to me to get their NOA. That does not sound like a good idea.” - Terry

“I have a fair number of clients that have a MY ACCOUNT and for whatever reason have had trouble getting on to it and have stopped trying. These clients and those that are not computer savvy will never have availability to their NOA (unless they contact the professional that filed their return….I get so many requests for NOA’s that I’ve had to start charging a nominal fee for this service). In a perfect world everyone would be able to easily pull off their NOA online. Reality tells us that this is not a perfect world.” - Richard Keshen

“Big fat NO.  Not everyone is 14-40 and tech savvy living in a big metropolis.  Roughly 50% of my clients do not have the internet, would not know what to do with it if they did.  They don’t have computers and don’t have cell phones.  In rural areas, internet service can be anything from non-existent to spotty to pretty good.  CRA seems to be cutting back on their mailroom staff already as folks are receiving CRA letters in early April dated February 13 and needing to be responded to in 30 days.  How does that work?” - Pat Gamborg

“Absolutely not.  Not everyone can afford internet and a significant number of people do not trust the security or are comfortable using internet.” -  Don Bieber

“Just another invasion of our privacy.” - Bob Kelley

“This initiative flies in the face of accessibility! I have clients who don’t have access to a computer or phone or who have disabilities which preclude them from using technology. Why should they be punished. Given CRA’s poor track record of breaches of security I am hesitant to recommend their electronic portals.” - Cindy Nagassar

“Absolutely not.  There are too many times when hackers have penetrated the CRA website and obtained too much personal information.  There a large number of seniors and low income and new residents who do not have access to a computer let alone an email address.  We should have the decency to make it possible for them to communicate freely and securely with CRA.”   - Lucille

“The amount of security breaches this option will open is not worth the convenience! Over the past couple of years there have been countless breaches of email security where personal email accounts have been compromised.” - Philip Sedlmair

“There are still many seniors and vulnerable people that do not have access to computers.”              - Nancy Campbell

“Too many seniors and low-income people still do not have/use the internet, or have email addresses.” - Kelly

“Absolutely not!  For many taxpayers, logging on and retrieving their NOA is no problem.  But I have clients, both seniors as well as some younger clients, who are not able to do that.  Many seniors don’t have a computer or internet access much less the ability to navigate CRA’s sign up and logon process.  CRA says they can have a family member do it for them.  But what if they don’t have family?  And why should it fall to someone else.  I think it should be a choice the taxpayer makes not something that is mandated.” - Susan Hopcroft

“There was a time when the CRA said we don’t send email to taxpayers, therefore if you receive an email claiming to be from the CRA, delete it without opening. Cannot say that anymore and it opens the door wide open for hackers and causes more problems for seniors. Trying to save money on printing and postage is going to cost much more in hacked accounts and the associated disruptions that brings. Not a fan. But, it’s just another bad idea coming from the CRA (and I’ve seen plenty).” - Michael Connors

“No! As much as I love the internet and all of its conveniences, I have way too many clients who’ve never even touched a computer. I say sure, push for it, get the younger generation on board but stop stressing our seniors and others who don’t use computers or email.” - Pauline Clark

“I live in a rural community that has a lot of issues with internet reliability and availability. I’ve had Zoom meetings with teaching staff who have been in parking lots next to school buildings. I know several seniors who do not have internet and would not have the faintest idea how to use it if they could afford it and a device with which to use it.  Let those who want to and can make the switch, but do not ever force those who can’t or don’t want to do something that might be beyond reason for them. - Cheryl

“DEFINITELY NOT, there are still toooo many places in Canada where the technology is not available and is too difficult for many to deal with, especially us seniors and many others.  CRA is difficult enough to deal with when you have some idea of what you are doing.” - Len

“Absolutely not!  By all means make strong suggestions to use My Account—just not mandatory. The internet is not accessible for all, not understood by many, and feared by some.  Great care must be taken to protect the vulnerable from fraud. As others have said, access to a printer is not universal, nor is it free. There must be some provision for those who cannot - or will not - convert to electronic notification, without setting up Represent a Client.”        - Rosalind

“For me personally, it would be no. On the other hand, it would save the government money, which means the taxpayers who fund the government agencies. It cuts down on paper, stamps, and time before it is available to the taxpayer. Although at some point paperless everything in communication is inevitable, the cons still outweigh the pros for many who did not grow up with computers from a young age, are disabled, are technically challenged, or just don’t want to open up yet another internet account. Thanks for the opportunity to voice my opinion.”                   - Martin

 “I understand their reasoning behind wanting to do this.  Having confidential information in the mail is not the best. However, for seniors or individuals who would are cognitively or financially challenged, this would be a problem for them to get their NOA’s electronically.  I vote no. 
We, as tax professional would have to be very diligent in printing off the express NOA’s for our elderly clients.” - Diane

“I have a number of clients who do not own a computer or smartphone and have no way of reaching the internet. I think it is only right that they be given the option of receiving their CRA correspondence on paper.” - Daniel

“Many seniors are not that tech savvy to create an account with CRA and this causes frustration. Sometimes you are asked to check balances or RRSP room, and it causes anxiety when you have to go online to find answers in a hurry. Inconvenient.” - Cecily Gittens

“A large portion of my clients do not have computers or are not internet-savvy.  They do not want to receive any information from the CRA online.  Also, and more to the point, most people do not want the government to have their email address.  They prefer to receive a paper copy in the mail.  I also agree with another respondent that we should not have to take on the printing duties of the federal government, especially when the cost of paper has double over the last 2 or 3 years.” - Robert A Litschel

“Yes and no, so “Maybe.”  It’s inevitable however it won’t work for all clients and less computer savvy individuals will now rely on the Tax Specialist to be the go between on CRA communications.  This is another downloading of CRA responsibility to the Tax / Financial Specialist. Not like Canada Post needs the business anyway ...” – Alan Rowell

Thank you for participating on our April Poll.  Please weigh in on our May poll question: “Should the tax filing deadline be extended for all taxpayer to June 15?”