WATCHDOG: CRA SHOULD DO MORE TO HELP TAXPAYERS WHO OFTEN FACE HARDSHIP

Dec 16, 2021

By Bob Komsic

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The federal official responsible for investigating taxpayers complaints says Canada Revenue Agency should do better at letting those Canadians facing hardship because of its actions know their options.
”If the CRA’s action, inaction or delays are causing financial hardship, Canadians should make the CRA aware of their situation so they can get a timely resolution,” says taxpayers ombudsperson Francois Boileau, who believes the agency can do more.
”Although the CRA provides information on solutions for hardship, it is not readily available on their website or by doing a quick internet search.”

Boileau’s office received its highest number of complaints — more than 3,500 during the 12-months that ended March 31, which was higher than the previous two fiscal years combined.
In his just released annual report, Boileau recommends the CRA publicly post information provided to call-centre agents to help save time and energy for all involved, which could help address never ending complaints about long waits on hold.

He also says Canada Revenue Agency must come up with a better method for taxpayers to securely submit documents electronically without the need to access their online accounts after thousands were digitally locked out over security concerns in February.

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