Taxpayer and Business Assistance

Problem Resolution Program

Target:

We aim to meet this standard 100% of the time.

Communication of this Standard:

• T1 General Income and Tax Benefit Guide
• T3 Trust Guide
• General Information for GST/HST Registrants
• CRA Web site

Access Channel: Telephone; Mail/Fax

Delivery Channel: Telephone; Mail/Fax

Background: The Problem Resolution Program (PRP) is an informal redress mechanism that addresses taxpayers’ and benefit recipients’ tax-related problems that cannot be resolved through normal channels. It is a program in place in every Tax Service Office (TSO) and Tax Centre (TC) to ensure that priority is given to individual cases requiring special attention.

Performance: In 2007-2008, based on approximately 35,000 cases, we were able to acknowledge all but 5% of enquiries within two working days, and to resolve (or further discuss with the taxpayer concerned) all but 5% of the cases within 15 working days.

Complaint and Redress Mechanisms: The PRP is an informal complaint and redress mechanism provided by the Agency for all revenue and benefit services. Complaints are handled on a priority basis. If taxpayers remain dissatisfied with a service provided by the CRA, they have the right to file a formal complaint with CRA – Service Complaints. If taxpayers remain dissatisfied with the CRA – Service Complaints program’s review of their complaint, they will be able to ask the Taxpayers’ Ombudsman to review it, who will provide a final impartial review.

Monitoring: A reporting system is in place to pull reports weekly, monthly, quarterly, and annually that show the number of PRP cases handled by each office and the percentage of time that the two working days and 15 working days service standards have been met. In cases where the service standards have not been met, offices are required to submit a variance report explaining the reasons.

Satisfaction Surveys: A PRP Satisfaction Pilot Survey was conducted in February 2007. Its objectives were to assess satisfaction with the PRP, and to test the effectiveness of our questionnaires and procedures should it prove feasible to proceed with a full survey. While the results were not statistically valid, the majority of respondents found the turnaround times related to their cases acceptable, and gave positive assessments on the program itself as well as the quality of service provided by PRP agents.

Future Considerations: Starting in 2008-2009, responsibility for this program is being transferred to the Appeals Branch. In addition, the service standard is being reduced from 100% to 95% to reflect a more realistic yet still challenging target.