CASEWORK

CRA matters we can look into include:

• a situation that causes financial hardship, for example, when there is a delay in processing a payment, and the taxpayer depends on it to cover essential needs such as housing, food, medical expenses, and utilities;

• a situation that requires a high degree of sensitivity, for example, where a taxpayer experiences personal difficulties such as a serious illness or a personal or family problem;

• a recurring problem, or part of a trend, resulting in many requests for the same type of matter; or

• a situation where an Agency error was identified.
  

Limitations of our CRA enquiries:

• We cannot request changes or influence a decision regarding taxpayer relief requests, objections or the result of an audit completed by the Agency, as well as benefit applications including the Disability tax credit;

• stop collection actions (including COVID-19 benefits); however, the officer can provide us with a summary of the account and the contact information of the collection officer;

• get involved in identity theft cases except to forward documents on behalf of the taxpayer;

• cancel a benefit review or an audit;

• expedite an audit, an objection or a taxpayer relief request;

• request a refund of corporate installment payments; and

• request a refund of payment or a credit when there is a compliance hold on a file.

Self-serve options:

• Automated Service – Taxpayers can get their personal and general tax information from the CRA’s automated Service by calling 1-800-959-8281. This service is available 24/7 and allows taxpayers to access services such as requesting that a proof of income statement be mailed to them without needing to speak with an agent. For a complete list of all services available, please consult the Contact the CRA page.

• Debt collection – Generally information relating to the Canada Revenue Agency (CRA) collection process can be found on the CRA site, please refer to: When you owe money – collections at the CRA.

• Locked online accounts – Taxpayers who are locked out of their My Account must contact the General Enquiries line at 1-800-959-8281 for assistance and 1-800-959-5525 for My Business Account.

• CRA Chatbot – This service is available 24/7 and assists taxpayers in obtaining the information they need from the CRA pages on Canada.ca. For further information, see CRA Chatbot.

• Documents Verification Service – In March 2024, the CRA implemented an alternative method to obtain full access to CRA online services called the Document Verification Service (DVS). Individuals who choose this option will no longer need to wait up to ten (10) business days to receive a CRA security code by mail. For more information about this service, please consult the Verify your identity – CRA sign-in services help page.

• CRA Online chat – The CRA is piloting a new authenticated chat service in My Account where taxpayers can chat with a live agent about account-specific enquiries. During the pilot, topics will be limited to personal taxes, benefits, and registered plans. For more information about this service, please consult CRA Online chat.

• Video Relay Service – In an effort to improve services to Canadians who are deaf, hard of hearing, or speech-impaired, the CRA introduced in December 2023 new dedicated phone lines for video relay services (VRS). This service is operated by the Canadian Administrator of Video Relay Service (CAV) and you can find more information on how to use this service on Reducing barriers to contacting the CRA with the new dedicated phone lines for video relay service (VRS) users.

• Outreach Officer – The CRA provides in-person outreach for organizations that support vulnerable segments of the population (newcomers and refugees, seniors, youth, persons with disabilities, modest income Canadians and the housing insecure, and Indigenous peoples). Organizations can request an information session by visiting the How outreach officers can help your community learn about tax and benefits page.

• Liaison Officer service – The CRA offers free, personalized support to owners of small business and self-employed individuals. Liaison officers are here to help Canadians better understand their tax obligations and avoid unintentional errors. For further information, please consult the Liaison Officer service - free tax help for small business owners and self-employed individuals page.

• Tax Information Videos – These are online educational videos for individuals and small businesses on topics such as preparing an income tax and benefit return, starting a business, and keeping records. For a list of all the videos offered by the CRA, consult the CRA Multimedia library.

• Community Volunteer Income Tax Program (CVITP) – Community organizations host tax preparation clinics and arrange for volunteers to prepare income tax and benefit returns for eligible individuals who have a modest income and a simple tax situation. For further information, see Free tax clinics.

• Educators products – Taxpayers can learn about taxes, take the online course, and get the tools to do their tax return. Using the learning-focused model, teachers can teach students the basic concept of taxes. For a list of products offered by the CRA, refer the taxpayer to Understanding taxes.

• Charities Directorate – There are videos and transcripts to help individuals stay informed on charities-related information. For a list of videos, consult the Charities video gallery.

• Scientific Research and Experimental Development (SR&ED) Program – There are webinars that give general and sector-specific overviews of the program, explaining eligibility, how to file an SR&ED claim, and a summary of the financial aspects of the program. To view schedules of the webinars, consult SR&ED webinars - Scientific Research and Experimental Development (SR&ED) tax incentives.

The CRA’s general line is equipped to assist with general enquiries, address changes, account access issues, and T1 adjustments:

• Individuals: 1 (800) 959-8281

• Benefits: 1 (800) 387-1193

• Business: 1 (800) 959-5525

Requesting to open a case with our team:

If you would like us to reach out on your behalf, please fill out this authorization form in its entirety and send it to adam.vankoeverden.c1@parl.gc.ca.

Please note that when we make enquiries, the CRA prioritizes cases of financial hardship. While it generally takes 15 business days before we receive a response after sending an enquiry, there may be delays on the department’s end.

Our office can look into and get updates on pending applications and matters connected to IRCC and its partners.

This includes:

• visa applications;

• citizenship applications; and,

• refugee claims.

Please note that we are not an extension of IRCC and cannot make decisions on applications.

To request info pertaining to your application please include the following information in your email to adam.vankoeverden.c1@parl.gc.ca:

• Each applicant(‘s) full legal name;

• date(s) of birth;

• unique client identifier(s) or application number(s);

• a brief description of the situation / request; and,

• express written consent for us to contact IRCC on your behalf (authorization form).

It is strongly encouraged that you check out the following resources before contacting our office:

• Check Application Status

• Check Application and Processing Times

• Medical Exams and Police Checks

• Find Application Forms and Guides

Our office is equipped to look into a variety of different Service Canada related issues. Let us know how we can help and we will let you know what information is needed for us to open a case.

Financial matters:

• Canada Pension Plan (CPP)

  • Disability (CPPD)

  • Survivor’s Benefit

  • Death Benefit

• Old Age Security (OAS)

• Guaranteed Income Supplement (GIS)

• Employment Insurance Benefits (EI)

Documentation programs:

• Social Insurance Number (SIN) Program

• Passport Program - Authorization Form

  • You can check your passport status at canada.ca/passport-status

Other programs:

• Canada Dental Care Plan (CDCP)

• Labour Market Impact Assessment (LMIA) applications

Self-serve information:

• Contact webpage

• My Service Canada Account (MSCA)

• Find a Service Canada office

• Benefits finder

We can reach out to a number of other agencies and ministries for various matters, including but not limited to:

• Global Affairs Canada (GAC)

  • NOTE: If you are experiencing an urgent crisis while abroad, please refer to GAC’s emergency resources webpage: https://travel.gc.ca/assistance/emergency-assistance

• The Royal Canadian Mounted Police (RCMP)

• The Canadian Border Services Agency (CBSA) - Authorization form

• The Canadian Armed Forces (CAF) - Authorization form

• Veterans Affairs - Authorization form

• Health Canada

• Transport Canada

• Public Services and Procurement Canada (PSPC)

  • Phoenix pay - Authorization form

• Federal Crown Corporations