Canada Revenue Agency research on clients’ service feedback experiences

Current status: Closed

From June 4 to August 9, 2024, the Canada Revenue Agency (CRA) consulted with clients to learn about the experiences using the CRA’s Service Feedback Program to file a service complaint.

What we learned

The online consultation asked participants to describe their experience with the Service Feedback Program. Overall, most respondents were satisfied with their experience at each step of the process and offered constructive suggestions on how the CRA could improve services. We received many positive comments from participants about the professional and helpful service they received from the Service Feedback Program.

What's next

As part of our ongoing commitment to providing a seamless service experience for taxpayers and benefit recipients, the CRA launched a series of public consultations to hear from individuals, non-professional representatives, and tax intermediaries about their experiences with CRA services. The CRA service consultations 2024 play an important role in further understanding the experiences of those who rely on CRA services, and identifying areas where improvements are needed.

Findings from the CRA service consultations 2024 will be published on Canada.ca in the spring of 2025.

We would like to thank participants for taking the time to share their valuable insights on this consultation. Your feedback will help shape the future of CRA services.

Additional information

To learn more about how the CRA is working to make sure clients have a more positive service experience, go to Putting people first at the Canada Revenue Agency.