Changes to Canada Revenue Agency Counters

The Canada Revenue Agency (CRA) is changing how it provides services to taxpayers at its counters in the Tax Services Offices. The following questions and answers provide information about the changes.

1. How are services at CRA counters changing?
2. Why is the CRA making these service changes?
3. When are these changes going to take place?
4. How can I find information on services available at my local tax services office?
5. How can I book an appointment?
6. How can I request a copy of a printout?
7. How can taxpayers with special needs get help and information?
8. What transactions can I do online?
9. What transactions can businesses do online?
10. How can I deliver mail, correspondence or my return to the CRA?

1. How are services at CRA counters changing?
Over the past year, enquiries counters have been reconfigured to offer self serve Internet, forms kiosks and direct access to CRA call centres. Service agents are helping taxpayers use self-serve options and are making them aware of the information and channels available to them. You can also make appointments to discuss your tax affairs with a CRA enquiries agent, thus eliminating wait times and ensuring that the best available agent is assigned to address your needs.

Taxpayers who live near one of our local offices may wish to drop off their tax returns in person. In the past, where the service of receipting was offered by mailroom staff, as a matter of courtesy and upon request, staff provided receipts for sealed envelopes delivered to the mailroom counter. However, the CRA does not require taxpayers to have a receipt for a tax return. As of October 3, 2006, the few offices that provided receipts at their mailroom counters stopped issuing acknowledgement receipts, and the mail counters have closed.

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2. Why is the CRA making these service changes?
Over the last decade, the CRA has been investing in more affordable and accessible channels of service, such as the toll-free telephone network and the Internet. We are now able to offer our services by innovative and efficient means that are readily available to all taxpayers, not just those who live close to our offices. By making these service delivery enhancements, the CRA can offer a higher level of service across the country while reducing costs.

3. When are these changes going to take place?
In January 2006, we started equipping all offices with self-serve kiosks and telephones linked directly to our call centres. As of July 2006, tax services offices have started to move from walk-in service to service by appointment. By January 2007, all offices will offer service by appointment only.

As of October 3, 2006, mail and other correspondence is no longer accepted in-person at local tax services office counters, and mail counters have stopped issuing acknowledgement receipts.

4. How can I find information on services available at my local tax services office?
You can visit the Contact us page on our Web site to find out what services are available at your local CRA office. As changes to our services will continue gradually over the next few months, you should visit our Web site regularly to get the most up-to-date information.

5. How can I book an appointment?
Appointment service will be offered to better serve your needs. You can book an appointment from your home or office by calling the applicable 1-800 enquiries lines. The telephone agent will book an appointment, if required, at a time that is convenient for you.

6. How can I request a copy of a printout?
If you need a copy of a printout from your account, you can get the information faster and more conveniently by:

• Viewing your tax return information through the My Account for Individuals feature on our Web site at www.cra.gc.ca/myaccount. Accessing My Account requires a Government of Canada epass. Registering for an epass can be done in three simple steps on our Web site. An activation code is mailed within five business days, which allows you to complete the registration process.
• Calling our telephone enquiries service and asking that information be mailed to you. You can call 1-800-959-8281 for service in English and 1-800-959-7383 for service in French.
• Since January 2006, when a request for a printout is made in person at a CRA office, the printout is mailed to you within two business days.

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7. How can taxpayers with special needs get help and information?
Taxpayers with special needs can schedule an appointment. This will help ensure that specific needs are addressed during the appointment. We are also expanding and targeting outreach activities to meet the needs of taxpayers, and we will work in partnership with federal departments, provincial, territorial, and municipal governments and community associations to address this matter.

8. What transactions can I do online?
In addition to filing electronically using NETFILE or TELEFILE, you have access to My Account for Individuals. With My Account, you can view your personal tax and benefit account information through a secure Web portal. With My Account, you can view information about your:

• tax refund or balance owing
• direct deposit information
• Registered Retirement Savings Plan, Home Buyers' Plan, and Lifelong Learning Plan
• tax returns and carryover amounts
• account balance and payments on filing
• instalments
• Canada Child Tax Benefit account balance and statement of account
• Universal Child Care Benefit account balance and statement of account
• goods and services tax/harmonized sales tax credit account balance and statement of account
• authorized representative
• addresses and telephone numbers

You can also do many transactions to manage your personal income tax and benefit account online by:

• changing your return
• changing your address or telephone numbers
• authorizing your representative
• registering your formal dispute

To use My Account, you need a Government of Canada epass. Registering for an epass can be done in three simple steps on our Web site. Within five business days, an activation code is mailed. It lets you complete the registration process. For more information, visit our Web site at: www.cra.gc.ca/myaccount

9. What transactions can businesses do online?
CRA offers several convenient online services for businesses, including:

• Business Registration On-line
• Electronic Payments
• Corporation Internet Filing
• GST/HST filing and remitting
• GST/HST Registry
• Information Returns Electronic Filing
• Payroll Deductions
• Online Requests
• Forms and Publications

This suite of e-services for businesses has recently been expanded to provide business owners with convenient and secure online access to their personalized business account information through a new online service called My Business Account.

With My Business Account, you can:

• Register a formal dispute
• File a corporation income tax return
• View status of a corporation income tax return
• View business addresses
• View an account balance for corporation tax, excise duties and taxes, excise tax on insurance premiums and the Air Travellers Security Charge
• View transaction details and endorsements for excise duties and taxes, excise tax on insurance premiums and the Air Travellers Security Charge
• Request a CPP/EI ruling

You can also make online requests for Corporation Income tax and Other Levies accounts including:

• Financial transactions to be taken on a CRA account, such as Interest Review, Transfer of credit, Refunds and Payment Search
• Previously issued communication items from the CRA, such as remittance vouchers, copies of notices and statements and customized statements.
• Changing mailing instructions

To access My Business Account you require a Business Number and Government of Canada epass. To register for an epass, visit www.cra.gc.ca/mybusinessaccount. Once you have completed the epass registration process a CRA Security Code will be mailed to you within five business days. The CRA Security Code is required to activate the My Business Account service.

If you already have a Government of Canada epass you can access My Business Account with your pre-existing epass information.

10. How can I deliver correspondence to the CRA?
There are a number of options available for delivering correspondence to the CRA. The CRA continues to provide secure drop-off boxes conveniently located in and around the tax services offices. Mail and tax returns are retrieved daily from these boxes and routed to the proper area for handling.

The CRA encourages taxpayers to make use of electronic filing services, either NETFILE or TELEFILE, which automatically provide a confirmation number. Some tax services offices also offer Automated Payment Machines that provide a receipt with the date and the taxpayer's account number printed on it. These machines will also accept income tax return envelopes and issue a date-stamped receipt. Finally, taxpayers can send their information through a post office or by registered mail or courier service.