Taxpayers’ Ombudsperson recommends methods to enhance communication from the Canada Income Company

OTTAWA, ON, Jan. 24, 2023 /CNW/ – At the moment, the Taxpayers’ Ombudsperson, Mr. François Boileau, launched The Lockout: Communication Was the Key. This report examined the communications the Canada Income Company (CRA) offered to taxpayers after it locked out some customers from their CRA accounts in mid-February 2021 in an effort to guard accounts that might have been compromised. Many affected taxpayers expressed issues concerning the lack of clear and well timed communication from the CRA.

The Lockout Report Cover (CNW Group/Office of the Taxpayers' Ombudsperson)

The Lockout Report Cowl (CNW Group/Workplace of the Taxpayers’ Ombudsperson)

When CRA account customers had been locked out, the CRA ought to have been prepared with a transparent and helpful communication technique to handle the issues of confused, nervous and pissed off taxpayers. On account of the dearth of communication from the CRA, our Workplace opened an examination to research the CRA’s communication method and to find out whether or not there have been alternatives for service enchancment. Clear communication ought to have been the CRA’s major concern after safeguarding taxpayer info. Our purpose is to make sure that an analogous scenario doesn’t occur sooner or later.

The report consists of five recommendations to the Minister of Nationwide Income and the Chair of the CRA’s Board of Administration:

  1. The CRA ought to assessment its communications processes to verify it proactively inform Canadians about points that might have an effect on them.

  2. The CRA ought to guarantee its internet web page alerts at all times present present info.

  3. The CRA ought to be certain that it at all times supplies a hyperlink for extra info to a Authorities of Canada internet web page from its social media posts.

  4. The CRA ought to make the data it supplies to media shops obtainable to Canadians on the identical time.

  5. The CRA ought to make certain it has adaptable plans to speak rising points successfully.

Background info

The Workplace of the Taxpayers’ Ombudsperson works independently from the CRA. Folks can submit complaints to the Workplace in the event that they really feel they aren’t receiving the suitable service from the CRA. Our predominant goal is to enhance the service CRA supplies to taxpayers and profit recipients by reviewing particular person service complaints, in addition to service points that have an effect on a couple of individual or a phase of the inhabitants.

The Taxpayers’ Ombudsperson assists, advises and informs the Minister of Nationwide Income about issues referring to companies offered by the CRA. The Ombudsperson ensures, specifically, that the CRA respects eight of the service rights outlined within the Taxpayer Bill of Rights.


“Being clear with Canadians is extremely necessary. When affected CRA account customers had been locked out, the CRA ought to have been prepared with a transparent and helpful communication technique so nervous and pissed off Canadians wouldn’t have wanted to name the CRA. Conditions like this could not occur sooner or later.” 
Mr. François Boileau, Taxpayers’ Ombudsperson

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SOURCE Workplace of the Taxpayers’ Ombudsperson



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