CRA – Service Complaints: Overview

Welcome to the CRA – Service Complaints Web pages. The Canada Revenue Agency (CRA) has introduced a new complaint resolution process to strengthen our service redress mechanisms and our ability to respond to service-related problems across the Agency. This new agency-wide process will provide individual and business taxpayers and benefit recipients with an additional level of confidence in their dealings with the CRA. The CRA – Service Complaints program will also support the service rights outlined in the new Taxpayer Bill of Rights.

If you are not satisfied with the service that you have received after exhausting normal complaint channels, you have the right to make a formal complaint about mistakes, undue delays, poor or misleading information, or staff behaviour through the CRA – Service Complaints program. The CRA will review your complaint, and will aim to resolve it in a fair and timely manner. If you remain dissatisfied with the CRA – Service Complaints program's review of your complaint, you will be able to escalate it to the Taxpayers' Ombudsman, who will provide a final impartial review.

These Web pages offer you more detailed information about the CRA – Service Complaints program and provide convenient online access to the Taxpayer Bill of Rights and the Taxpayers' Ombudsman.

For more information:

• Questions and answers
• Form RC193, Service-Related Complaint
• RC4420, Information on the CRA – Service Complaints