Changes to Canada Revenue Agency Service and Payment Counters

Revised October 2009

The Canada Revenue Agency (CRA) is changing how it provides services to taxpayers at its enquiries and payment counters. The following questions and answers provide information about the changes.

1. How are services at CRA counters changing?
2. Why is the CRA making these service changes?
3. When did these changes take place?
4. How can I find information on services available at my local tax services office?
5. How can I book an appointment?
6. How can I make my payment?
7. How can I request a copy of a printout?
8. How can taxpayers with special needs get help and information?
9. What transactions can I do online?
10. What transactions can businesses do online?
11. How can I deliver correspondence to the CRA?
12. What is the volume of cash payments processed by the CRA?

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1. How are services at CRA counters changing?
Tax services offices now offer service by appointment only. Service by appointment is available to discuss your tax affairs with a CRA enquiries agent, thus eliminating wait times and ensuring that the best available agent is assigned to address your needs. All tax offices have secure drop-off boxes for hand-delivered mail.

As of August 13, 2007, the CRA implemented a no currency policy at all payment counters. The CRA will continue to accept other forms of payment such as cheque, money order or debit card. Payments in cash will be accepted at CRA offices if exact amounts are tendered. Any excess payment will be applied to the taxpayer’s account.

2. Why is the CRA making these service changes?
The CRA has been investing in more affordable and accessible channels of service, such as the toll-free telephone network and the Internet. We now offer our services in a manner that is readily available to all taxpayers, not just those who live close to our offices. By making these service delivery enhancements, the CRA can offer a higher level of service across the country while reducing costs.

The no currency policy will improve payment efficiency by directing Canadians to existing electronic banking channels that have proven themselves to be efficient and reliable. It will also improve safety and reduce risk for employees and the public at CRA offices.

The CRA is continuously looking for more efficient ways to deliver its services. One of the options we considered was to eliminate the accepting of payments in local offices. However, although our payment counter service delivery is restructured, we modified our approach based on feedback from the Canadian public. We will continue to offer taxpayers the opportunity to make in-person payments with cheques, money orders and debit cards.

3. When did these changes take place?
In January 2006, we equipped all offices with telephones linked directly to our call centres. As of January 2007, all offices offered service by appointment.

On August 13, 2007, the Canada Revenue Agency implemented a no-currency policy on a national level. The CRA now accepts payments in person at local offices by cheque, money order, or debit card. Payments in cash will be accepted at CRA offices if exact amounts are tendered. Any excess payment will be applied to the taxpayer’s account.

4. How can I find information on services available at my local tax services office?
You can visit the Contact us page on our Web site to find out what services are available at your local CRA office.

5. How can I book an appointment?
Appointment service is offered to better serve your needs. You can book an appointment by calling the applicable 1-800 enquiries lines. The telephone agent will book an appointment, if required, at a time that is convenient for you.

6. How can I make my payment?
There are many ways to make a payment to the Canada Revenue Agency. If you would like to make your payment online, from any computer connected to the Internet, you can use the My Payment service. For more information on My Payment, go to www.cra.gc.ca/mypayment. You can also make payments in person at financial institutions or at CRA payment counters, use telephone and Internet banking services, send a cheque or money order by mail, or pay by preauthorized debit. Payments in cash will be accepted at CRA offices if exact amounts are tendered. Any excess payment will be applied to the taxpayer's account. For more information on payment methods, go to www.cra.gc.ca/payments.

7. How can I request a copy of a printout?
If you need a copy of a printout from your account, you can get the information faster and more conveniently by:

• Viewing your tax return information through the My Account for Individuals feature on our Web site at www.cra.gc.ca/myaccount. Accessing My Account requires a Government of Canada epass. Registering for an epass can be done in three simple steps on our Web site. An activation code is mailed within five business days, which allows you to complete the registration process.
• Calling our telephone enquiries service and asking that information be mailed to you. You can call 1-800-959-8281 for service in English and 1-800-959-7383 for service in French.

8. How can taxpayers with special needs get help and information?
Taxpayers with special needs can schedule an appointment. This will help ensure that specific needs are addressed during the appointment. We are also expanding and targeting outreach activities to meet the needs of taxpayers, and we will work in partnership with federal departments, provincial, territorial, and municipal governments and community associations to address this matter.

9. What transactions can I do online?
In addition to filing electronically using NETFILE or TELEFILE, you have access to My Account for Individuals. With My Account, you can view your personal tax and benefit account information through a secure Web portal. With My Account, you can view information about your:

• tax refund
• direct deposit
• Registered Retirement Savings Plan, Home Buyers' Plan, and Lifelong Learning Plan
• tax returns and carryover amounts
• disability tax credit
• account balance and statement of account
• instalments
• Canada Child Tax Benefit account balance and statement of account
• Universal Child Care Benefit account balance and statement of account
• goods and services tax/harmonized sales tax credit account balance and statement of account
• pre-authorized payment plan
• authorized representative
• addresses and telephone numbers

You can also do many transactions to manage your personal income tax and benefit account online by:

• changing your return
• changing your address or telephone numbers
• arranging your direct deposit
• setting up a payment plan
• authorizing your representative
• registering your formal dispute

To use My Account, you need a Government of Canada epass. Registering for an epass can be done in three simple steps on our Web site. Within five business days, an activation code is mailed. It lets you complete the registration process. For more information, visit our Web site at: www.cra.gc.ca/myaccount

If you are not registered to use My Account, you can get immediate access to some of your information using the Quick Access service.

10. What transactions can businesses do online?
CRA offers several convenient online services for businesses, including:

• Business Registration On-line
• Electronic Payments
• Corporation Internet Filing
• GST/HST filing and remitting
• GST/HST Registry
• Information Returns Electronic Filing
• Payroll Deductions
• Online Requests
• Forms and Publications

This suite of e-services for businesses has recently been expanded to provide business owners with convenient and secure online access to their personalized business account information through a new online service called My Business Account.

With My Business Account, you can:

• Register a formal dispute
• File a corporation income tax return
• View status of a corporation income tax return
• View business addresses
• View an account balance for corporation tax, excise duties and taxes, excise tax on insurance premiums and the Air Travellers Security Charge
• View transaction details and endorsements for excise duties and taxes, excise tax on insurance premiums and the Air Travellers Security Charge
• Request a CPP/EI ruling

You can also make online requests for Corporation Income tax and Other Levies accounts including:

• Financial transactions to be taken on a CRA account, such as Interest Review, Transfer of credit, Refunds and Payment Search
• Previously-issued communication items from the CRA, such as remittance vouchers, copies of notices and statements and customized statements.
• Changing mailing instructions

To access My Business Account you require a Business Number and Government of Canada epass. To register for an epass, visit www.cra.gc.ca/mybusinessaccount. Once you have completed the epass registration process a CRA Security Code will be mailed to you within five business days. The CRA Security Code is required to activate the My Business Account service.

If you already have a Government of Canada epass, you can access My Business Account with your existing epass information.

11. How can I deliver correspondence to the CRA?
There are a number of options available for delivering correspondence to the CRA. The CRA continues to provide secure drop-off boxes conveniently located in or near the tax services offices (TSOs). Mail and tax returns are retrieved daily from these boxes and routed to the proper area for handling.

The CRA encourages taxpayers to make use of electronic filing services, either NETFILE or TELEFILE, which automatically provide a confirmation of receipt number. Self-serve stamping machines are available in all the TSOs. When they drop off original documents to the CRA and need proof of delivery, they can simply bring a photocopy and stamp it using one of these convenient and easy-to-use machines. Also, taxpayers can send their information through regular post, registered mail, and courier service.

12. What is the volume of cash payments processed by the CRA?
Only seven percent of all payments are made at CRA payment counters, and only 0.3 percent are cash payments.