CRA wants to do a better job but how?

The Canada Revenue Agency wants to know what it can do to improve the services it offers and provide a better customer experience.

The agency is inviting feedback via a public consultation which will run from April 23 to June 18 and follows criticism from Canada’s Taxpayers Ombudsman which said the CRA must address delays in processing tax returns.

In launching its consultation, the CRA says that is has made improvements over the past three years but acknowledges that more is required to be done.

Enhancements such as an auto-fill tool that completes parts of returns, simplified correspondence, and a improved telephone system, are some of the steps taken to improve customer service.

"In recent years, we have made important changes to our service experience,” said Mireille Laroche, Chief Service Officer, Canada Revenue Agency. “We have been listening to Canadians and we know that we can do even better. The way organizations deliver services keeps evolving and Canadians expect us to keep up. We are proud of the progress we've made, and we look forward to hearing what other steps people would like us to take. Our service transformation journey continues." The agency also improved access to services in the Northern Territories.

We’re working hard to improve our services in the Territories! We’ve opened 3 new Northern Service Centres and created dedicated phone lines for the territories to reach agents familiar with northern tax issues. https://t.co/HuV85HmHeR pic.twitter.com/KrIXuGTc6C

— Canada Revenue Agency (@CanRevAgency) 23 April 2019

"Our Government is committed to ensuring that the CRA puts people at the center of everything it does. Over the past three years, we have introduced changes that are leading to real results for Canadians. With these public consultations, we are taking another step in listening to Canadians and responding to their concerns, expectations and desire to improve how the CRA delivers services,” said Diane Lebouthillier, Minister of National Revenue.

The online consultation can be accessed via https://www.cra-engage-arc.ca/en/content/about-your-service-experience-canada-revenue-agency