Office of the Taxpayers' Ombudsperson

06/16/2026

The wait is over! The Office of the Taxpayers' Ombudsperson's latest annual report is here!

Hear directly from our Ombudsperson, François Boileau, as he introduces this year’s report in this short video: https://ow.ly/aChY50Zc2ot

Stay tuned for more insights and highlights from the report in the upcoming weeks. Share this video with anyone curious about CRA service and taxpayer rights!

06/15/2026

Have you ever filed a service complaint with the Canada Revenue Agency (CRA) but didn’t receive a clear explanation of their findings?

You have the right to lodge a service complaint and to receive a clear and transparent explanation.

If you’re not satisfied with the CRA’s response, the Office of the Taxpayers' Ombudsperson is here to help. According to Right 9 of the Taxpayer Bill of Rights, you have the right to lodge a service complaint and to be provided with a complete explanation of the CRA’s findings.

The following is a fictional but plausible scenario created for educational purposes:

Priya filed her personal income tax return online, and after two months, she had not received her refund or notice of assessment (NOA). Priya contacted the individual tax enquiries line to get clarity on the delay and to ask when she could expect to receive her refund and NOA. However, the agent was unable to provide an explanation or a timeframe for resolution.

Priya then submitted a complaint to the CRA's Service Feedback Program (SFP). However, the response she received was vague, stating only that her refund was “under review” without explaining why or how long the process would take. Unsatisfied with the response, Priya decided to file a complaint with our Office.

We reviewed the response and agreed that the SFP could have provided a more detailed and complete explanation. Through our examination, we obtained a clear explanation for the delay and an expected timeline for resolution. We then provided this information to Priya.

If you're not satisfied with the CRA's findings after filing a service complaint, we’re here to support you.
Learn more ➡️ https://ow.ly/Fq6l50Z6KAa

06/11/2026

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.

06/02/2026

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

05/28/2026

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

The Taxpayers’ Ombudsperson has requested that the CRA enhance its contact centre reporting on its Continuous Service Improvement web page.

05/26/2026

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

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.

05/25/2026

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”]

05/15/2026

Did you know?
If the Canada Revenue Agency (CRA) provides you with unclear or incomplete information, you have the right to file a complaint through their Service Feedback Program (SFP).
If the response you receive from the SFP doesn’t resolve your concerns, you can file a complaint with our Office. Under Right 6 of the Taxpayer Bill of Rights, you are entitled to complete, accurate, clear, and timely information.

Here’s a fictional yet plausible scenario created for educational purposes:

Alex received an email from the CRA notifying them about new mail in their My Account. However, when Alex tried to log in, they encountered an error code. Despite repeated attempts to contact the CRA for assistance, Alex was unable to get through to an agent, spending hours on hold and calling every day without success.
Frustrated, Alex filed a complaint with the CRA's SFP, explaining the challenges they faced in unlocking their My Account. Unfortunately, the SFP’s response expressed regret for the difficulty in reaching an agent but failed to provide a solution for connecting Alex with someone who could help unlock the account.

Alex then filed a complaint with our Office. After reviewing the response, we determined that the SFP should have facilitated contact with an agent to assist Alex. We recommended that the CRA take action to resolve the issue by having someone contact Alex directly. In this case, the SFP agreed with our recommendation, and the issue was successfully resolved.

Learn more about your taxpayer rights here https://ow.ly/MEMc50YYos6

05/12/2026

How was your experience this tax season?

Tax season is officially over! Here’s a snapshot of what it looked like in 2026:

✅ Over 28.5 million tax returns were filed
✅ 95.6% were filed electronically
✅ Around 15 million refunds were issued
✅ The average refund was $2,282
✅ Over 480,000 returns were filed through free tax clinics

Take a look at all the numbers behind the 2026 tax season 👉 https://www.canada.ca/en/revenue-agency/news/2026/05/canadians-experience-improved-service-delivery-and-responsiveness-from-the-cra-this-tax-season.html

Haven’t done your taxes yet? It’s not too late! Filing now can help you avoid penalties and interest and keep your benefit and credit payments on track: https://www.canada.ca/en/services/taxes/income-tax/personal-income-tax/get-ready-taxes.html

[Image description: A person looking to the side, with the text “A snapshot of the 2026 tax season.”]

05/05/2026

💻 Make changes to your tax return online!

You’ll get your notice of reassessment and any refund you’re owed faster than if you submit your request by mail 👉 https://www.canada.ca/en/services/taxes/income-tax/personal-income-tax/after-you-file/change-return.html?utm_content=2026-04-17_2219

[Image description: A smiling person sitting at a desk holding a pencil with notebooks and a laptop in front of them. Text reads “Need to make a change to your tax return?”]