CRA service consultations 2024

Status: Closed

At the Canada Revenue Agency (CRA), we aim to deliver seamless experiences and tailored interactions that are digital first. We are constantly seeking feedback from our clientele on ways we could make our programs and services more streamlined and more client-centric.

From September 25 to December 13, 2024, we held public consultations with individuals, non-professional representatives, and tax intermediaries to hear about their recent service experiences with the CRA, and to help inform future service improvements.

Consultation process

The CRA invited individuals, non-professional representatives, and professional tax intermediaries to participate in in-person and virtual consultation sessions on CRA services.

In addition to the consultation sessions, we sought feedback from the public through an online questionnaire.

How your feedback shapes our services

Your feedback in the CRA service consultations 2024 will help inform future service improvements, with the goal of making it easier for you to meet your tax filing obligations and get the benefits and credits you may be eligible for.

The CRA would like to thank all those who participated for their valuable feedback. Your voice truly matters.

Feedback received through previous consultations on overall service experiences has led to important service improvements, such as:

• expanding the Community Volunteer Income Tax Program (CVITP),
• implementing the online learning tool Learn About Your Taxes,
• increasing Contact Centre hours of service,
• introducing a digital application for the Disability Tax Credit,
• improving ease of registration for an online account for CRA’s sign-in services like My Account, My Business Account, and Represent a client,
• simplifying sign-in to CRA’s secure portals using time-based one-time passcode generated by a third-party authenticator app,
• enhancing the Progress Tracker tool in CRA’s secure portals, to give status updates and target completion dates on various types of files and enquiries submitted to the CRA, and
• modernizing the CRA’s telephone services with call-wait times and publishing live wait-times on canada.ca

What’s next

We will share a summary of what we learned on Canada.ca in spring 2025.

Related information

To learn more about how the CRA is putting people first and working to improve service, visit the following pages:

• Putting people first at the Canada Revenue Agency