Taxpayer Rights in the Digital Age

This paper explores the intersection of digital innovation, digital services, access, and taxpayer rights in the Canadian context, in light of the experiences of vulnerable populations in Canada, from the perspective of the Taxpayers’ Ombudsman. Many aspects of the CRA’s digitalization can further marginalize vulnerable populations but there are also opportunities for digital services to help vulnerable persons in accessing the CRA’s services.

Reaching Out: Improving the Canada Revenue Agency’s Community Volunteer Income Tax Program

The CVITP provides people, who may otherwise have dif culty accessing income tax and bene t return (return) ling services, with an opportunity to meet their ling obligations. Often, ling a return is required to gain access to, or continue to receive, the government credits and bene ts designed to support them.

This report illustrates that the CRA needs to take a broad, country-wide perspective of the CVITP, while also taking into consideration regional and other differences. Services offered and training provided to volunteers need to re ect the realities of the diverse regional, geographic, socio-economic, workforce, and vulnerable, sectors throughout Canada. Different areas of the country will have different primary needs from the CVITP. The CRA needs to address those needs, both in its actions through the CVITP, as well as in the training provided to CVITP volunteers and the support given to partner organizations.



Transformation through disruption: Taxpayers’ Ombudsman Annual Report 2019-20

The mandate of the Taxpayers’ Ombudsman is to assist, advise, and inform the Minister about any matter relating to services provided by the CRA.

The Taxpayers’ Ombudsman fulfills this mandate by raising awareness, upholding taxpayer service rights, and facilitating the resolution of CRA service complaints issues. Through independent and objective reviews of service complaints and systemic issues, the Ombudsman and her Office work to enhance the CRA’s accountability and improve its service to, and treatment of, people. and systemic issues.

This is the Annual Report of the Taxpayers' Ombudsman for 2019-20.



Reaching Out: Improving the Canada Revenue Agency’s Community Volunteer Income Tax Program

The position of Taxpayers’ Ombudsman (the Ombudsman) was created to support the government priorities of stronger democratic institutions, increased transparency within institutions, and fair treatment. As an independent and impartial officer, the Ombudsman handles complaints about the service of the Canada Revenue Agency (CRA).

The Office of the Taxpayers’ Ombudsman hears first-hand the concerns of individuals, tax practitioners, and community support organizations. The Ombudsman visited with Community Volunteer Income Tax Program (CVITP) partner organizations, volunteers, and the Canada Revenue Agency’s (CRA) CVITP coordinators to learn more about the program and to understand the success stories and challenges they all experience. This report gives voice to what they have heard and provides recommendations on how to address the issues raised.



Complaints Related to Service from the CRA: Lessons Learned and Working Towards Better Service

Operating at arm’s length from the Canada Revenue Agency, the Office of the Taxpayers' Ombudsman (OTO) works to enhance the Canada Revenue Agency's (CRA) accountability in its service to, and treatment of, taxpayers through independent and impartial reviews of service-related complaints and systemic issues. OTO receives complaints and concerns from members of First Nations, Inuit and Métis communities.

In this conference presentation, the Taxpayers’ Ombudsman provides examples of the types of issues her Office receives in order to provide community leaders with her insights in helping Indigenous people get better service from the CRA. 

In support of the AFOA Canada 2018 National Conference theme of Human Capital – Balancing Indigenous Culture and Creativity with Modern Workplaces, this presentation will provide participants with information on the types of issues and trends her office sees from members of the Indigenous communities and on better ways of serving these populations.