Explosion of complaints against the revenue Agency

Photo By Christopher Nardi
The headquarters of the Canada revenue Agency in Ottawa. The number of complaints it has received from Canadians frustrated by the quality of its services has nearly doubled since 2010-2011, from 2482 to 4587.

Christopher Nardi

Monday, march 5, 2018 01:00

UPDATE
Monday, march 5, 2018 01:00

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OTTAWA | The dedicated telephone complaints to the Canada revenue Agency has not stopped ringing in the last year. The complaints of Canadians have doubled against the agency that handles federal taxes for six years, learned The Newspaper.

In 2016-2017, the agency has received nearly 4,600 complaints of Canadians have been frustrated by the quality of the service, or who felt downright aggrieved in their rights.

It is almost the double of the number of complaints recorded by the Canada revenue Agency in 2010-2011 2482.

The majority of these complaints are in line with the ways of working of the agency and the effectiveness or the complexity of its processes.

“We can see clearly that there is a écœurantite severe Canadians not only to the level of taxation, but also of the treatment they receive by the CRA, analysis Carl Vallée, director of the canadian taxpayers Federation. Taxpayers are right to expect a quality service. “

For its part, the CRA indicates that the lion’s share of complaints was settled within the same year, but admits that he still has work to do.

“The improvement of services offered to Canadians is at the heart of the priorities of the Agency. This is why we are taking important steps to improve access to the services of the Agency […] We are aware that there is still important work to do, ” admits the CRA.

Not the first time

These problems only add to the findings of an investigation devastating published by the auditor general in November last year about the ARC.

In his report, the AG had indicated that more than one call on two ARC never quite arrived at a good port and was downright secure. Then, if someone were to speak to a human being, he provided false information 30 % of the time.

“With the numbers that you have received and the report of the VG, it is clear that it is necessary to shake the cage. It is necessary that measures be taken and that staff are better trained to provide accurate information to Canadians […] We must act promptly and correctly, ” says the conservative mp Gérard Deltell.

Photo Guillaume St-Pierre

Diane Lebouthillier

Minister of Revenue

“Canadians deserve to receive a high quality service when interacting with the CRA. This is why we have fully accepted the recommendations of the most recent report of the auditor general, ” said the office of the minister of national Revenue, Diane called to order.

Fight with the DPB

The CRA is still found in the embarrassment recently when the parliamentary budget officer (DPB) has made an output in

The Press release denouncing the fight he led for 5 years to receive data critical to the study of the tax gap.

Finally, the prime minister Justin Trudeau has announced that the information needed to calculate the gap between taxes received and taxes owed to the government would be submitted to DPB by the end of the month of February.

The figures

• 2010-2011: 2482
• 2011-2012: 2292
• 2012-2013: 2337
• 2013-2014: 2776
• 2014-2015: 3347
• 2015-2016: 3360
• 2016-2017: 4587

Source : The Canada revenue Agency

Complaints about almost everything

Process of the ARC

3059 complaints

Complaint related to a process and a dissatisfaction with this process, including the time spent to conclude the determination technique, the complexity of the process, taking account of the specific circumstances of the complainant and the efficiency or consistency of the process.

Behavior of the staff

456 complaints

Complaint directly related to the professional behaviour of the agents of the ARC, such as their attitude, their knowledge, or a violation of privacy.

Refunds

76 complaints

Complaint related to the fact retain the reimbursement or the provision or the fact that the amount has been credited to the wrong account or sent to the wrong address.

Information from the ARC

423 complaints

Complaint related to the accuracy or suitability of the information provided, information which is incomplete or which are not provided in clear and simple language.

Access to the CRA

128

Complaint related to the difficulty in accessing the information or services of the ARC by telephone, on the internet or in person.

Payments of the taxpayer

211 complaints

Complaint related to the treatment of inappropriate payments made, the payments that may be missing, incorrectly assigned, seized or recovered by error or for any bank charges due to a possible lag of the ARC.

Taxpayer information

118 complaints

Complaint related to general information about the taxpayer or the business which are kept at the ARC.

Refund, GST/HST

9 complaints

Complaint related to problems with the reimbursement of the tax.

Source : The Canada revenue Agency