Office of the Taxpayers' Ombudsperson

A big thank you to all the incredible free tax clinic organizations and volunteers who’ve been helping Canadians do their taxes for free for 55 years!

Through the Community Volunteer Income Tax Program (CVITP), your hard work helps millions of people access the benefit and credit payments they’re entitled to!

Want to be part of something big? Become a CVITP volunteer: https://www.canada.ca/en/revenue-agency/services/tax/individuals/community-volunteer-income-tax-program/lend-a-hand-individuals.html

[Image description: A volunteer helps someone do their taxes. The text: “Thank you! “]

The Office of the Taxpayers' Ombudsperson’s annual report was just released and this year it features 7 recommendations to improve CRA service. Here are a few of them:

✅ Recommendation 1 recommends that the CRA modernize their processing times tool on Canada.ca to improve usability, intuitiveness, and information; and improve the Progress tracker in CRA accounts so taxpayers can rely on the target complete date and are made aware of changes to that date.

✅ Recommendation 4 recommends that the CRA provide taxpayers with the opportunity to request a callback without the need to call a contact centre first and to not limit callbacks to specific topics by Fall 2027.

✅ Recommendation 7 recommends that the Minister of Finance and National Revenue expand eligibility for automatic tax filing to allow all taxpayers in a simple tax situation, not just low-income individuals, to access pre-filled tax returns in CRA accounts.

Want to know more? Dive into the full report to see all the recommendations and how we’re working to make a difference. https://ow.ly/jOip50Zfj6s

Are you waiting longer than expected for your T1 adjustment request to be processed? The Taxpayers’ Ombudsperson, Mr. François Boileau, has opened a systemic examination into delays with complex T1 adjustment requests.

Although the CRA’s service standard for complex requests is 20 weeks, delays have reached up to 47 weeks. We’ve also asked the CRA to encourage taxpayers to file adjustment requests online to speed up processing.

Our Office is committed to examining these delays and identifying ways to improve service. Learn more about this systemic examination and how we’re working to address the issue:
https://ow.ly/KmtT50Zatoj
Share this post with someone you know experiencing delays with a T1 adjustment request at the CRA.

The Taxpayers’ Ombudsperson, François Boileau, has opened a systemic examination into the options available for taxpayers experiencing issues with the Canada Revenue Agency.
Our research shows many taxpayers struggle to identify the correct option for their situation—whether it’s a tax dispute or a service complaint. This confusion can lead to delays, inefficiencies, and even perceived unfairness.
Our Office is examining these processes to ensure they are clear, fair, and efficient for all taxpayers. Learn more about this important work ➡️ https://ow.ly/nfgV50Z6CpI

How can the CRA provide more transparent reporting on its contact centres? This is a question we asked ourselves recently. It led to the Taxpayers’ Ombudsperson making requests to the CRA to enhance its transparency.

In his latest Service Improvement Request, the Ombudsperson has asked the CRA to:

▪️ Break down performance metrics by service line (Individual, Business, Benefits).
▪️ Add details like wait times, abandoned calls, and total calls served.
▪️ Update reporting more frequently to improve accountability.

These updates can enhance service quality and build public trust. What reporting metrics would you find most helpful? Let us know in the comments and learn more about the request here: https://ow.ly/fphU50Z4amZ

Service Improvement Request — Contact Centre Reporting - Canada.ca The Taxpayers’ Ombudsperson has requested that the CRA enhance its contact centre reporting on its Continuous Service Improvement web page.

Have you used the CRA’s digital services recently? We want to know about your experience!
The Taxpayers’ Ombudsperson requested the CRA improve key areas of their digital services through these two recent Service Improvement Requests:

1️⃣ The CRA's Contact Web Page
The Taxpayer’s Ombudsperson requested simplifying the page’s navigation and prioritizing digital self-service options to help taxpayers find the information they need quickly and reduce wait times at contact centres.

2️⃣ Digital Services First
To encourage more taxpayers to use faster and more efficient online tools, the Ombudsperson requested the CRA provide better guidance and make digital options the default for common tasks, while still ensuring accessibility for everyone.

These changes could make a big difference for taxpayers like you. What do you think of the CRA’s move to digital services? Let us know in the comments and learn more about our requests here ➡️ https://www.canada.ca/en/taxpayers-ombudsperson/programs/examining-systemic-issues/service-improvement-requests.html

Service Improvement Requests - Canada.ca Outlines the Service Improvement Requests issued by the Office of the Taxpayers’ Ombudsperson to the Canada Revenue Agency (CRA) when opportunities to improve service are identified. These requests stem from systemic examinations, research, outreach feedback, and individual complaints.

Applications for The Community Volunteer Income Tax Program (CVITP) Grant are open!

If you hosted a free tax clinic between June 1st, 2025 and May 30th, 2026, your organization could be eligible to get funding to help cover the costs. The amount you could get is based on how many tax returns your organization filed.

Apply before June 30th, 2026: https://www.canada.ca/en/revenue-agency/services/tax/individuals/community-volunteer-income-tax-program/grant.html

[Image description: A smiling volunteer with the text : “Apply by June 30th, 2026”]