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Issue resolution - their goal is to resolve service complaints within 30 days.
For each of the above topics they have a "timeliness"
The Taxpayers' Ombudsperson is responsible for ensuring that
the CRA respects the service rights outlined in the Taxpayer
Bill of Rights - these rights are numbers 5, 6, 9 to 11, and 13 to 15
The Office of the Taxpayers' Ombudsman (OTO) provides
independent and impartial reviews of complaints about how the CRA serves and
treats taxpayers, and addresses systemic problems that affect many
As a result of intervention by the Taxpayers' Ombudsperson,
the CRA has
released bank accounts they had seized;
cancelled penalties and interest they were charging;
reviewed some of its internal policies and
in some instances, ended collection activities.
The Taxpayers' Ombudsperson can review the following
service-related complaints about the CRA:
poor or misleading information; or
The Ombudsman cannot review complaints that
are not service-related, or complaints that do not fall within their
mandate, such as:
complaints relating tax policy or program
matters that are before the courts;
complaints that other statutory bodies would deal
with, such as Official Languages.
The Taxpayers' Ombudsperson also does not direct the CRA to
If you do not agree with an assessment or a determination
made by the CRA, see the CRA information on complaints
Before contacting the Taxpayers' Ombudsperson, you should
give the CRA the opportunity to resolve your complaint, by following these
Try to resolve the issue with the CRA employee you
have been dealing with (or phone the number you've been given).
If you are not satisfied, talk to the employee's
If you are still not satisfied with the handling of
your service-related complaint, contact the Office
of the Taxpayers' Ombudsperson. There are no costs associated with
filing a complaint or for any service provided by the Taxpayers'
Before submitting a complaint to the Taxpayers' Ombudsperson, review the information on their
Ombudsperson Newsletter, Perspectives - The first newsletter
was issued in March 2012. You can subscribe to their mailing list to
automatically receive the newsletter in the future. The first
newsletter describes some cases of complaints that have been resolved by