How To File A "Service Complaint" Against The Canada Revenue Agency

In writing this blog post, we are not advocating filing baseless, frivolous, vexatious and retaliatory "service complaints" against Canada Revenue Agency ("CRA") auditors, collections officers and other employees of the CRA. However, we have learned from the experience of our clients that some legitimate complaints arise from time-to-time.  It is in the spirit of transparency and openness that we have decided to write about the CRA service complaints process.  Before we give this information to you, we ask one thing - when you write a service complaint, do not do so in anger.  Take your time to be fair.  After you write the service complaint, do not press "send" right away.  Print what you have written and put it in a drawer for 24 hours.  Then read the service complaint again and make any changes that you feel are warranted and appropriate.  If you send a fair service complaint that is factual, rather than emotional, you increase the chances that the reader will address your concerns.  I have been informed that all service complaints are reviewed and taken seriously.

There is a form for "Service Complaints" about CRA employees. You must complete an RC193 "Service Related Complaint" form.  The form asks for your information - service complaints cannot be made anonymously.  The reason why service complaints cannot be anonymous is that the CRA has to review the alleged treatment of a particular taxpayer and conduct an internal review of the contents of the complaint.  However, service complaints may be filed on your behalf by a representative, such as a lawyer, accountant, bookkeeper, consultant, etc.

The form requires the taxpayer filing the service complaint to describe the actions of the CRA employee giving rise to the service complaint and state the action the taxpayer wishes the CRA to take.

There are many legitimate reasons why a taxpayer may file a service complaint against an employee of the CRA.  The first place to start is the "Taxpayer Bill of Rights" and RC17 "Taxpayer Bill of Rights Guide: Understanding your rights as a taxpayer".  The next document to consider when completing a service complaint is the CRA's "Service Standards 2016-2017". The CRA has also prepared a publication on "Complaints and Disputes".  You may also wish to consult your accountant, lawyer or bookkeeper to assist you with the drafting of the service complaint.

For example, if an auditor is acting in a biased manner towards the taxpayer, the taxpayer should make a statement that they are being treated in a biased manner, present the facts in support of the claim and make a requested action, such as the replacement of the auditor with another auditor.  It is not possible to ask that the taxpayer never be audited.  But it is reasonable to request another auditor.

For example, if the auditor does not seem to understand the legal issues involved in the file and fails to consider the issues, you should ask for a meeting with a Team Leader.  If the auditor refuses to arrange a meeting with his/her Team Leader, you should file a service complaint.  The basis for the complaint would be the lack of knowledge and the refusal to arrange a meeting with a Team Leader.  The concern would be that the auditor is not communicating with others within the CRA and using appropriate resources.  It is not uncommon for new auditors to be "in over their heads" when dealing with new and complex issues.  It can be beneficial to raise these issues in order to keep the audit on track and to minimize the risk of the auditor making incorrect assessments.

After the complaint is written, put it away for a day and make appropriate revisions.  The service complaint may be submitted to the CRA electronically (through My Business Account), by fax or by mail. See the Submissions options.

We have filed service complaints on behalf of our clients.  Normally, we receive a letter within a few weeks acknowledging receipt by the CRA of the complaint.  The complaint is forwarded to the Tax Services Office most closely connected to the service complaint.  In every file in which we filed the service complaint, we have received a telephone call about the service complaint.  In every case, there was a requirement that the CRA employee respond to a supervisor who was looking into the service complaint.  In every file, we received a response from the CRA about the steps to be taken.  In every case, the service complaints were taken seriously. In most cases, the matter was resolved satisfactorily.  This is because we were reasonable in how we discussed the issues and were reasonable in what actions were requested.

For more information, please contact Cyndee Todgham Cherniak at 416-307-4168 or email cyndee@lexsage.com.

Canadian Taxpayers Bill of Rights

Yesterdau. I wrote a post entitled "Do You Have A Complaint About The Canada Revenue Agency?" and mentioned the Taxpayers Bill of Rights.  I provided a link to the CRA web-site.  Here are the Rights:

1. You have the right to receive entitlements and to pay no more and no less than what is required by law.

2. You have the right to service in both official languages.

3. You have the right to privacy and confidentiality.

4. You have the right to a formal review and a subsequent appeal.

5. You have the right to be treated professionally, courteously, and fairly.

6. You have the right to complete, accurate, clear, and timely information.

7. You have the right, as an individual, not to pay income tax amounts in dispute before you have had an impartial review.

8. You have the right to have the law applied consistently.

9. You have the right to lodge a service complaint and to be provided with an explanation of our findings.

10. You have the right to have the costs of compliance taken into account when administering tax legislation.

11. You have the right to expect us to be accountable.

12. You have the right to relief from penalties and interest under tax legislation because of extraordinary circumstances.

13. You have the right to expect us to publish our service standards and report annually.

14. You have the right to expect us to warn you about questionable tax schemes in a timely manner.

15. You have the right to be represented by a person of your choice.

For more information, please call Cyndee at 416-760-8999.

Do You Have A Complaint About The Canada Revenue Agency?

If the answer is 'YES", there is a form for that & and address to send the complaint.  On September 21, 2011, the Canada Revenue Agency (CRA) released RC4420 Information on CRA - Service Complaints Includes form RC-193, Service-Related Complaints.  Form RC-193 can also be found separately.

I know you are skeptical that filing a complaint will resolve the differences you have with the CRA.  That being said, the CRA has a process for submitting complaints about their service, you can use it.  At the very least, you may feel better by completing the form - even if you never submit it.  The writing and venting process may help you see both sides of the issue.

The complaints process relates to quality of service.  The CRA takes the position that it provides a service to taxpayers.  Put aside the argument that you do not want their audit services.  Try to look at the issue from the CRA's perspective (even if that is difficult on the one hand and goes against your logical brain on the other).  They are providing services.  The Minister issued a Taxpayers' Bill of Rights and needs to know if the CRA is living up to the standards that they set for the services they deliver to the public.

"Service" refers to the quality and timeliness of the work performed by the CRA.  The bases for a complaint include, but are not limited to:

•undue delays;
•poor or misleading information;
•staff behaviour; or
•mistakes, which could result from misunderstandings, omissions or oversights.

These service elements may be considered in the context of the Taxpayers Bill of Rights.

If you decide to fill out Form RC-193 (fillable version), you may send it to the Complaints office at

CRA - Service Complaints
National Intake Centre
PO Box 8000
Shawinigan-Sud QC G9N 0A6
CANADA

Fax: 1-866-388-7371 (within Canada or United States)
Fax: 819-536-0701(outside Canada or United States)

After you write your complaint, put it in a drawer for 24-48 hours before running off to the fax machine or post office.  You may wish to rewrite parts of the narrative portion before submitting the complaint.  You certainly do not want to make matters worse for yourself.  if you have been treated unfairly, you may wish to ask legal counsel for assistance as it may be prudent to use the complaints process to preserve legal rights.