MIL OSI Translation. Canadian French to English –
Source: Government of Canada – in French 1
The Canada Revenue Agency is committed to providing a high-quality service experience to taxpayers and benefit recipients.
September 25, 2024 Ottawa, Ontario Canada Revenue Agency
The Canada Revenue Agency is committed to providing a high-quality service experience to taxpayers and benefit recipients. In this spirit, the Agency is launching public consultations to hear from individuals, non-professional representatives and tax intermediaries on their appreciation of the Agency’s services.
THE Consultations on Agency 2024 services will serve, on the one hand, to better understand the experience of people who rely on the Agency’s services and, on the other hand, to identify areas where improvements are desirable. As the Agency adapts to a constantly changing environment, its top priority remains to ensure that its services remain accessible, responsive and adapted to the changing needs of clients.
How to participate
From September 25 to December 2, 2024, individuals, non-professional representatives, and tax intermediaries will have the opportunity to share their impressions of their interactions with the Agency’s services through an online questionnaire. The Agency will also hold in-person and online consultation sessions with members of these groups by invitation to conduct more in-depth discussions.
Every voice counts: Answer the online questionnaire to share your thoughts and help shape the future of the Agency’s services.
To ensure participant confidentiality and to obtain a broad range of perspectives, participant recruitment and reporting will be managed by an independent third party.
What the Agency hopes to learn
New technologies and emerging trends are changing the world, and so are taxpayers’ expectations of government services. The Agency, which administers a complex tax system, recognizes the need to adapt to these changes in order to provide people-centred services. It also recognizes that taxpayers and benefit recipients deserve a better service experience and want to focus on what matters most to them. That’s why it needs their feedback. The consultations will help us understand the specific challenges they face and identify specific services that are not meeting their expectations.
How taxpayer feedback shapes the Agency’s services
In recent years, demand for a seamless digital experience has increased, prompting the Agency to modernize its services to make them easier to access. Feedback collected in the past has played a vital role in improving services, and the upcoming consultations will be another important step in ensuring service delivery is tailored to the needs of our clients. Key improvements the Agency has made include:
Creating a digital form for the Disability Tax Credit to simplify the process for those who rely on this critical support. Enhancing the Agency’s login services to ensure faster and more secure access to online accounts. Launching the Understanding Your Taxes e-learning tool to help youth better understand and manage their tax obligations. Extending contact centre hours to improve access to timely support. Recognizing the challenges individuals and businesses face in reaching the Agency, the Agency is working to ensure they can get the help they need when they need it. Expanding the Community Volunteer Income Tax Program (CVITP), which helps vulnerable and low-income individuals access free support with filing their taxes.
While progress has been made, the Agency recognizes that challenges remain and that more work needs to be done. Encouraging participation in these consultations will play a key role in shaping the Agency’s future programs and services, making it easier for taxpayers to understand their tax obligations and access the benefits and credits to which they are entitled.
To learn more about the consultations and to complete the questionnaire, go to ARC Services Consultations 2024.
Justine LesageDirector of CommunicationsOffice of the Minister of National RevenueJustine.Lesage@cra-arc.gc.ca
EDITOR’S NOTE: This article is a translation. Apologies should the grammar and/or sentence structure not be perfect.