FAQs (Frequently asked questions)

• How to use the forms
• After submitting a form
• Security
• About this service

How to use the forms

How do the Online Request forms work?

Visit our help page for basic instructions about:

• moving within a form
• changing your data
• multi-line fields
• check boxes
• pick list features

My cursor is stuck in the form's first field where I entered my business name. How do I move the cursor to the second field so I can continue filling in the form?

As explained on our help page, enter the appropriate data in each box or field. To move from one field to the next, use the "Tab" key on your keyboard. This helps to ensure that you don't accidentally skip over any fields. You can also use your cursor to move from one field to the next. Simply place your cursor in the field you want to complete, then left-click your mouse.

I just realized that I made a mistake when I completed my online form. How do I correct it?

Before you hit "Submit request": If you haven't yet submitted your form and you detect an error, place your cursor within the field that contains the error and then double-click. This "selects" the existing data, which you can then correct or replace. To clear the data from all fields and start over, click on the "Clear form" button at the bottom of the form.

After you hit "Submit request": If you realize you made a mistake on a form you've already submitted, contact Business Enquiries at 1-800-959-5525 to explain the error and give the correct information. Please specify the type of request, as well as the date and time you submitted your original request.

After submitting my form, I receive the following error message:

Our system has discovered problems with some of the information on your form. Please review, correct the identified field(s) below, and resubmit your request form.

This message is displayed at the top of the form when there is invalid or missing data on your request. As you scroll down the form, detected errors will be highlighted by explanation text (in red) directly below the field(s) requiring correction.

I tried to submit a request but got an error message saying I was submitting too much data. What should I do?

Some of the Online Request forms contain an "Explanation box" so you can provide specific details of the desired action or review. In most situations, this box should not require an entry. The explanation box should only be completed when requested, or when you feel the information entered in the various boxes does not adequately reflect your request. Our system accepts a maximum of about 125 words or 1000 characters (including letters, spaces, and punctuation marks).

If you receive this error message, shorten the description of your request and resubmit the form. If you don't think you have provided enough detail within the 125-word limit, contact Business Enquiries at 1-800-959-5525 to advise of the additional information. Please specify the type of request as well as the date and time you submitted your original request.

After submitting a form

What happens after I submit an Online Request?

Where possible, the system will automatically process requests for customized statements, additional remittance vouchers, copies of Notices and Statements, and changes to mailing instructions. Otherwise, these requests and any of the four financial-based requests will be electronically forwarded to your tax centre for manual processing.

The four financial based requests are:

• interest review
• transfer of a credit
• refund
• payment search

Will the Canada Revenue Agency (CRA) contact me after I submit an Online Request?

Our system automatically sends an online acknowledgement that states:

• the date you submitted your form
• the time (Eastern) you submitted your form
• all the details concerning your request.

If we need more information, we'll contact you by telephone or regular mail only, not by email.

Why do I have to re-key the identification area in some situations but not all ?

If you submit one request and wish to complete an additional request, you can press the Online Requests menu link appearing on the confirmation page. You will be returned to the menu where you can make your next selection. The new page will appear with the identification information retained from your previous request. If any or all of this data is not relevant to your new request, you may overkey the applicable field(s) or press the "Clear form" button.

A warning message will be displayed on the new request form advising of this feature.

If you exit the secure area between requests or hit the "Back" button from the confirmation page, the identification information will not carry over to a subsequent request and you will have to start again.

Security

How does the CRA protect the privacy and confidentiality of client information as it's transmitted?

We use 128-bit secure sockets layer (SSL) encryption to protect the data you send using these online forms. SSL protocol ensures the privacy of the information passing between a client's browser and the CRA's secure Web server. Please see our security page for more information.

What can I do to help security during my online session?

To improve performance, most browsers locally "cache" or store images and files that you've viewed. This information isn't encrypted, so it's important to clear the browser cache after online sessions to prevent others from viewing your information later. Some browsers have an option not to cache encrypted sessions.

About this service

What is the "Online Requests" service on the Internet?

The CRA launched this online service for business clients in October 2002. It lets business clients inform us via the Internet of an action or review they want us to do, request items they require or inform us of communication items they no longer wish to receive.

You can make requests for the following types of accounts:

• corporate tax (RC)
• excise tax (RE)
• excise duty (RD)
• excise tax on insurance premiums (RN)
• air travellers security charge (RG)

Please see About Online Requests for more information.

Why is the CRA offering this service?

The CRA is committed to improving service to Canadians. Electronic service delivery can help Canadians manage their obligations as well as their entitlements. This 7/24 service is convenient, saves time for the client and allows the CRA to process these requests in a more timely fashion.

I want to submit my change of address online, but there's no form available. Can I use one of the other online forms?

No, the available Online Request forms aren't designed to be used for submitting a change of address. However, you can submit a change of address by mail, fax, or telephone.