Service Standards 2017-2018

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Detailed performance results can be found in the Departmental Performance Report.

• Telephone enquiries service
• My Business Account enquiries
• Debt Management Call Centre – tax programs telephone service level
• Debt Management Call Centre – government programs telephone service level
• Authorize or cancel a representative

Service standards for enquiries and account updates

Telephone enquiries service^{Footnote 1}

• What is this? This is a timeliness service standard for responding to telephone enquiries. Once callers indicate that they want to speak with an agent, our goal is to respond to their call in the agent queue within two minutes. This service standard was modified in 2017-2018.
• Standard: Our goal is to respond to your telephone call within two minutes of your choosing to speak to an agent.
• Target: The CRA aims to meet this standard 80% of the time.
• How you can request this service from the CRA:
  • Telephone
• How you will receive this service from the CRA:
  • Telephone

My Business Account enquiries

• What is this? This is a timeliness service standard for responding to My Business Account enquiries. This service standard was introduced in 2017-2018.
• Standard: Our goal is to respond to your enquiries submitted through the My Business Account within two weeks.
• Target: The CRA aims to meet this standard 95% of the time.
• How you can request this service from the CRA:
  • My Business Account
• How you will receive this service from the CRA:
  • My Business Account

Debt Management Call Centre – tax programs telephone service level

• What is this? This is a timeliness service standard for tax collections payment arrangements and enquiries from businesses and individuals. Once callers indicate that they want to speak with an agent, our goal is to respond to their call in the agent queue within one minute. This service standard was introduced in 2017-2018.
• Standard: Our goal is to respond to a call in the agent queue within one minute.
• Target: The CRA aims to meet this standard 80% of the time.
• How you can request this service from the CRA:
  • Telephone
• How you will receive this service from the CRA:
  • Telephone

Debt Management Call Centre – government programs telephone service level

• What is this? This is a timeliness service standard for collections and account-specific telephone enquiries for defaulted Canada student loans, employment insurance overpayments, and other debts on behalf of Employment and Social Development Canada. Once callers indicate that they want to speak with an agent, our goal is to respond to their call in the agent queue within two minutes. This service standard was introduced in 2017-2018.
• Standard: Our goal is to respond to a call in the agent queue within two minutes.
• Target: The CRA aims to meet this standard 80% of the time.
• How you can request this service from the CRA:
  • Telephone
• How you will receive this service from the CRA:
  • Telephone

Authorize or cancel a representative

• What is this? This is a timeliness service standard for processing a request to authorize or cancel a representative. This service standard was modified in 2017-18.
• Standard: Our goal is to update your account information within three business days of receiving your digital request to authorize or cancel a representative, and within four weeks of receiving your paper request ^{Footnote 2} to authorize or cancel a representative.
• Target: The CRA aims to meet this standard 95% of the time.
• How you can request this service from the CRA:
  • Internet
  • Mail
• How you will receive this service from the CRA:
  • Internet
  • Mail

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