Watchdog to investigate how CRA handles taxpayer complaints

Canada’s taxpayers’ ombudsperson is opening an investigation into how the Canada Revenue Agency handles complaints, saying the current process may not be clear or timely enough for people seeking help. François Boileau said an initial review found that taxpayers can face different complaint paths depending on the issue, such as a tax dispute or a service complaint. He said that confusion can contribute to uneven wait times and concerns about fairness, especially when urgent action is needed. The review follows criticism from the federal auditor general last year over slow and inaccurate CRA call centre service. The federal government had previously set a 100day plan to improve service, and officials have said work is continuing on longerterm fixes, though the CRA has not yet provided a new update.