Serving Canadians Better

The Canada Revenue Agency (CRA) consulted with Canadians in spring 2019 to improve its service experience and support its vision of being trusted, fair, and helpful by putting people first.

What you told us:

  1. Provide personal and tailored services
  2. Make taxes easier to understand
  3. Provide accurate information consistently
  4. Make services accessible
  5. Modernize programs and services

Why we consulted:

  • To proactively listen and learn from Canadians about their current service experience and their expectations for the future to inform the CRA's service transformation agenda over the next couple of years
  • Online consultations were open to all Canadians from April 23 to June 18, 2019 in both official languages
    • Over 3,300 submissions were received through CRA's online engagement platform
  • To gather more in-depth information, 7 in-person consultations were conducted across Canada during May and June 2019
    • Over 140 Canadians participated in these focused conversations
    • On average, 20 participants attended each session and Canadians from various walks of life were recruited by a neutral, third-party

Who we consulted:

  • General population
  • Advocates for vulnerable populations, including seniors, newcomers, persons with disabilities, modest income Canadians, youth and students, refugees, and housing insecure individuals

2019 Serving Canadians Better Consultations

Read an overview of the report

Working to serve Canadians better at the CRA

Read the full report

Serving Canadians Better - Consultation Summary Report

On October 29, 2018 the CRA announced the appointment of its first Chief Service Officer (CSO) to lead the CRA's transformation towards becoming more client-centric. With the goal of becoming an organization that is fair, trusted and helpful by putting people first, the CRA conducted the Serving Canadians Better (SCB) consultations with individuals between April and June 2019.

We focused on three key areas of our relationship with Canadians: service experiences, service improvements and the CRA's future direction. We learned that Canadians are noticing significant improvements with how the CRA serves them. However, there is still work to be done.

The feedback received during these consultations is in line with what we heard through existing feedback channels, such as public opinion research, mail, service complaints, call centres and social media. We will use the feedback gathered from all sources to transform how we serve Canadians over the next few years.


How we consulted

During the SCB consultations, we heard directly from Canadians coast to coast through online consultations and in-person sessions.


Over 3,300 submissions were received from individuals through the online consultations via the CRA Engage tool from April 23 to June 18, 2019. Canadians were invited to participate in the online consultations through press releases, social media posts, and through reminder cards which were given to participants at the in-person sessions, as well as to CRA Outreach Officers during their visits across Canada. Invitations sent out through press releases were also spread through the media.

We heard from Canadians in many different tax situations. This includes but is not limited to individuals self-identifying as taxpayers, tax preparers, self-employed individuals, business owners, and others.


Over 140 members of the general population and advocates for vulnerable populations participated in seven face-to-face sessions across Canada during May and June 2019. Sessions with individuals took place in Halifax, Mississauga, Moncton, Montreal, and Winnipeg. Sessions with advocates took place in Vancouver and Montreal.

We heard from Canadians from many different socio-economic backgrounds in terms of age, gender and economic status. Participants in some sessions were recruited from organizations that help vulnerable members of the community with their taxes or help them qualify for social programs that rely on tax filings. This includes seniors, newcomers to Canada, persons with disabilities, youth and students, refugees, modest income Canadians, and housing insecure individuals, primarily those who have benefited from the CRA's Community Volunteer Income Tax Program (CVITP) clinics.

What we heard - In-person consultations

Here is some of the feedback we heard from Canadians who participated in our in-person sessions.