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Midwestern

Taxpayers' Ombudsman releases annual report

The taxpayers' ombudsman, Sherra Profit, released her 2017-2018 Annual Report Effecting Change.

It was tabled in Parliament on Tuesday by Parliamentary Secretary to the Minister of National Revenue Deborah Schulte.

1,922 new complaints were received, which is up 29% from the previous fiscal year. 2,255 issues were closed, up 40% from the previous fiscal year.

The most common areas of complaint included a lack of fairness of debt collections processes for T1 tax and benefit returns, a lack of clarity in the information received from the CRA concerning T1 tax returns, delays in processing for T1 adjustment requests, a lack of consistent information when dealing with agents at the individual tax enquiries telephone line, and a lack of timeliness in processing and clarity of information concerning the Canada child benefit.

The taxpayers' ombudsman recommended the CRA improve its efforts in ensuring the timeliness of its responses for the Taxpayer Relief Program and improve its efforts in ensuring that all persons in shelters are receiving their benefits.

Two systemic examinations were completed and include recommendations submitted to the Ministry of National Revenue. Several changes were implemented at OTO to proactively address and resolve CRA service issues without pursuing a full systemic examination, resulting in more efficient and timely processes.

The report provides an overview of the accomplishments of the Office of the Taxpayers' Ombudsman (OTO) in the 2017-2018 fiscal year. It also identifies key Canada Revenue Agency (CRA) service issues and outlines the most common feedback received from taxpayers.

"My office provides valuable feedback to the minister on service issues affecting taxpayers. We carefully consider the information collected through taxpayer complaints, from the CRA and through outreach activities and other sources. Through these approaches, were are able to provide formal and informal recommendations to effect change in CRA service," said Profit.

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