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CRA service issues are systemic

CRA service issues are systemic

CRA service issues are systemic, says taxpayers’ ombudsman

Source: CBC News
Author: Karina Roman

Canada’s ombudsman for taxpayers says service issues at the Canada Revenue Agency are systemic and the increase in complaints to the ombudsman’s office each year suggests the problems are not getting better.

Ombudsman Sherra Profit’s team received almost 1,500 complaints about the CRA last year.

Profit, who was appointed to the ombudsman role in 2015, said she was happy to see a recent report from the auditor general highlight two issues she’s also documented: the struggle many Canadians have getting through to the CRA call centre, and the inconsistent and incorrect information call centre agents give to taxpayers over the phone.

The CRA does not always share information on a taxpayer from one branch of the agency to another. The tax agency says one reason is privacy rules, but the result can create a burden for taxpayers who are then asked to submit the same documents over and over again.

“Some of the silos within the CRA make it very difficult for taxpayers when they have to provide the same documentation repeatedly,” she told CBC News. “If somebody feels that they’re being targeted or they’ve repeatedly been asked for the same documentation that they feel they’ve already provided, contact us.”

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