Mission, Vision, and Principles

Mission

The mission of the Office of the Taxpayers’ Ombudsperson (OTO) is to help Canadians having service issues with the CRA. We do this by examining complaints and increasing awareness of the Taxpayer Bill of Rights. We also identify systemic issues and opportunities for service improvement in the CRA.

Vision

Our vision is that every Canadian knows their rights as a taxpayer and how we can help if they are having service issues with the CRA.

Principles

Fairness

• We are impartial, independent, rigorous, and evidence-focused when examining service issues.

Confidentiality

• We hold all communications with those seeking assistance in strict confidence, and will only disclose information if permission is given, or required by an act of parliament.

Responsive

• We respond to complaints and enquiries with empathy, attention and respect.

Credible

• We act with transparency, accountability and integrity.