Community Volunteer Income Tax Program 2023 Year-End Survey Results
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Free Tax Clinics Volunteer Survey
This survey gives participating organizations and volunteers an opportunity to tell us about their experiences with the Community Volunteer Income Tax Program (CVITP) or the Income Tax Assistance – Volunteer Program (ITAVP) in Quebec. The feedback we receive helps us find ways to improve our programming.
Response rates
- 2,872 people responded to our survey
- 87% of respondents prepared taxes for clients
- 24% of respondents were responsible for organizing the clinic (for example, setting-up the clinic, managing office supplies)
- 20% of respondents were responsible for the administration of the clinic (for example, registering your organization with the program, applying for the CVITP Grant)
Respondents by location
Figure 1 - Image description
A map of Canada that shows where respondents are located in Canada. There are four regions filled in with different colours:
- 35% of respondents are from the Western region, which includes Manitoba, Saskatchewan, Alberta, British Columbia, Nunavut, Yukon, and the Northwest Territories.
- 31% are from Ontario.
- 26% are from Quebec.
- 8% are from the Atlantic region, which includes Newfoundland and Labrador, Prince Edward Island, Nova Scotia, and New Brunswick.
Respondents by years of experience
- 18% of respondents said this was their first year volunteering
- 31% said they have volunteered for 2-5 years
- 21% said they have volunteered for 6-10 years
- 30% said they have volunteered for more than 10 years
Satisfaction levels
- 86% of respondents were satisfied with UFile, the certified tax software volunteers use to complete tax returns
- 84% of respondents were satisfied with the communication and support they received from their local CRA coordinator
- 84% of respondents were satisfied with the dedicated help line for volunteers
- 64% of respondents were satisfied with their trainingFootnote 1
- 35% of respondents used Auto-fill my return
- of those who used it, 89% were satisfied with the service
What we're doing
We've listened to your feedback and are working on the following improvements:
- Increasing the use of Auto-fill my return
- Respondents were hesitant to use the service. We will focus on improving ease of use and communication for Auto-fill my return to help more volunteers understand and use the service.
- Increasing recruitment
- We will continue to recruit organizations and volunteers in areas that have the greatest needs along with promoting the CVITP program by doing outreach activities with local partners.
- Focusing on supporting local CRA coordinators
- We will continue to ensure that local CRA coordinators have the tools and support they need to provide guidance to participating organizations and organizations interested in joining the program.
- Training
- We are focusing on making improvements and adjustments to training content and materials.
Our free tax clinic programs count on community organizations and volunteers from coast-to-coast-to-coast, and they wouldn’t be possible without their ongoing dedication to the program and their communities.