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Systemic Investigation by the Office of the Taxpayers’ Ombudsman The Office of the Taxpayer’s Ombudsman (OTO) is investigating claims from taxpayers and tax professionals that they have been denied access to supervisors at the Canada Revenue Agency (CRA).
According to CRA policy, taxpayers or their representatives are entitled to speak to a supervisor if they are not satisfied with the service being provided by the person they are dealing with. The Ombudsman has heard allegations that this policy is not always followed. Some taxpayers have alleged that upon asking to speak to a supervisor they were disconnected, while others claim that they were told that a supervisor would contact them within 24 to 48 hours, but no call back was made. These complaints suggest a systemic issue that might be negatively impacting large numbers of taxpayers, and so the Ombudsman has launched an investigation.
As part of its investigation, the OTO is consulting with the public and various stakeholders. Any information you have that may help with this investigation would be greatly appreciated, particularly in respect of the following:
If you have any questions, please contact the OTO’s office at 1-866-586-3839 and reference this investigation.
Systemic Investigation by the Office of the Taxpayers’ Ombudsman The Office of the Taxpayer’s Ombudsman (OTO) is investigating claims from taxpayers and tax professionals that they have been denied access to supervisors at the Canada Revenue Agency (CRA).
According to CRA policy, taxpayers or their representatives are entitled to speak to a supervisor if they are not satisfied with the service being provided by the person they are dealing with. The Ombudsman has heard allegations that this policy is not always followed. Some taxpayers have alleged that upon asking to speak to a supervisor they were disconnected, while others claim that they were told that a supervisor would contact them within 24 to 48 hours, but no call back was made. These complaints suggest a systemic issue that might be negatively impacting large numbers of taxpayers, and so the Ombudsman has launched an investigation.
As part of its investigation, the OTO is consulting with the public and various stakeholders. Any information you have that may help with this investigation would be greatly appreciated, particularly in respect of the following:
- Have you or any of your clients experienced any difficulties accessing a supervisor when you made the request to a CRA telephone agent?
- Has the issue been resolved, and if so, how?
- Would you, or any of your clients, be willing to make a formal complaint to the OTO that would assist them in the investigation?
If you have any questions, please contact the OTO’s office at 1-866-586-3839 and reference this investigation.
