CRA service consultations 2024

Status: Ongoing

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 2, 2024, we are launching public consultations with individuals, non-professional representatives, and tax intermediaries to hear about your recent service experiences with the CRA, and to help inform future service improvements.

Consultation process

Participate in the online questionnaire (opens in a new tab) to share your feedback and help shape the future of CRA services.

Individuals and non-professional representatives

In-person and virtual consultation sessions will be held by invitation.
- To ensure the privacy of participants, accessibility, and a wide range of perspectives, participant recruitment, accommodations, and reporting will be managed by a third party.

Non-professional representatives can be defined as family members or friends that provide assistance to others with their interactions with the CRA.

Professional tax intermediaries

Virtual consultation sessions will be held to seek feedback from professionals who help individuals and businesses meet their tax obligations and access benefits and credits.
- Recruitment for the virtual consultations will be managed by the CRA.

Participation will be voluntary, and participants’ privacy will be fully respected.

How your feedback shapes our services

While significant progress has been made since previous consultations on overall service experiences with the CRA, there is still more work to be done.

In those consultations you told us, among other feedback, that you expect more convenient access to services and information that is more helpful and easier to understand. The CRA has made several service improvements based on this feedback, 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 secure portals 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

Moving forward, it is important that we hear about your experiences interacting with the Agency. Your feedback will be crucial in shaping the future of CRA services, making it easier for you to meet your tax filing obligations, and get the benefits and credits you may be eligible for.

Your voice matters. Help us drive meaningful change as we work to build a stronger, more responsive CRA that puts clients first and delivers the high-quality services you deserve.