Taxpayers’ Ombudsperson Issues Annual Report With Recommendations for CRA Service Improvements
Canada’s Taxpayers’ Ombudsperson, François Boileau, released his annual report, "Clearing the Path," to the House of Commons on June 20. The report covers activities of the Office of the Taxpayers’ Ombudsperson between April 1, 2024, and March 31, 2025, and makes two recommendations aimed at improving Canada Revenue Agency (CRA) services, according to the official announcement.
The document outlines trends in complaints received by the Office, reviews systemic service issues, and summarizes the outcomes of the Ombudsperson’s final year in office. The Office of the Taxpayers’ Ombudsperson operates independently from the CRA and accepts complaints from individuals regarding CRA service.
During the reporting period, the Ombudsperson's Office completed two systemic examinations: one on the administration of 2023 bare trust filing requirements, and another addressing delays in Canada child benefit payments to temporary residents. According to the report, these reviews resulted in 16 recommendations, with the CRA accepting 13.
The annual report makes two additional recommendations. First, it advises the CRA to conduct a comprehensive review of its online content and website structure to remove redundancy and improve clarity and accessibility. This review is recommended for completion by spring 2026, with implementation to begin in fall 2026. Second, the report calls for a permanently funded grant program to support organizations that run free tax clinics through the Community Volunteer Income Tax Program and, in Quebec, the Income Tax Assistance – Volunteer Program.
Complaint trends detailed in the report include issues with CRA contact centre services. Many complainants indicated agents provided incomplete, inaccurate, or unclear information, while others cited long wait times or an inability to connect with an agent. Additional complaints included delays in processing income tax and benefit returns, particularly for submissions requiring further information or not covered by standard processing timelines. Some individuals said CRA collection actions did not consider personal circumstances and, in some cases, led to financial hardship. Concerns were also raised about eligibility reviews for the Canada child benefit and lack of clear communication in requests for extra documentation. Some complainants stated that the CRA’s Service Feedback Program did not respond within the agency’s published standards.
The Office of the Taxpayers’ Ombudsperson continues to review service complaints and provide advice to the Minister of Finance and National Revenue regarding CRA service matters. In the report, Boileau stated, "I am especially proud of the work we have done to improve the CRA’s services for the most vulnerable. The dual nature of the CRA’s work is not well known, aside from its role as tax collector. The second, lesser-known role is to administer benefit and credit programs that can be crucially important to a large segment of the Canadian population. However, when the most vulnerable do not file, they will not receive what they’re entitled to, which has a profound effect on not only them, but also our society as a whole."