Benefit Programs

Canada Child Tax Benefit enquiries – Telephone service level

Target:

We aim to meet this standard 75% of the time.

Communication of this Standard:

• T4114 – Canada Child Benefits pamphlet
• CRA Web site
• Audio telephone message on transfer to agent

Access Channel: Telephone

Delivery Channel: Telephone

Background: This service standard was implemented in 2007-2008. It was developed following research and consultation with stakeholders as well as analysis of several years of performance data. The telephone has traditionally been the preferred service channel for benefit recipients, accounting for approximately two million agent-assisted enquiries in 2007-2008. Callers who select agent-assisted service hear an audio message informing them of the service standard. While waiting for the next available agent, callers may also hear topical recorded messages concerning upcoming deadlines, extended hours of service, and information available on the CRA Web site.

Performance: We met the target in 2007-2008 for this new service standard.

Graph not displayed due to no historical data being available for comparison purposes

Complaint and Redress Mechanisms: Benefit recipients can obtain redress through the Agency’s Problem Resolution Program. If a taxpayer remains dissatisfied with a service provided by the CRA, he or she has the right to file a formal complaint, first with the CRA Service Complaints function then, if unresolved, with the Taxpayers' Ombudsman for final and impartial review.

Monitoring: Results are reported weekly to senior management for performance measurement and accountability purposes.

Satisfaction Surveys: At this time, no satisfaction surveys are planned for this service standard.

Future Considerations: We plan on maintaining our standard of timeliness in responding to Canada Child Tax Benefit enquiries, as well as continuing our efforts to make the Web the preferred mode for obtaining information from the CRA.