Watchdog says tax code is ‘completely nuts’ and calls for simplification, automation
The watchdog says 27% more complaints show the need for simpler filing and better service tools, including expanded automatic returns and clearer processing updates.
- Taxpayers' Ombudsperson François Boileau released a report Tuesday titled "In Pursuit of Better Service: Taxpayers Deserve More," outlining seven ways the Canada Revenue Agency must improve after complaints surged 27% over the past year.
- Contact centres emerged as the top concern, with taxpayers reporting incomplete advice and excessive wait times; some wait up to 47 weeks for income tax adjustments, more than double the CRA's service standard.
- The report recommends the CRA modernize its Check CRA processing tool and Progress Tracker while deploying automated technologies, provided live agents ensure fairness and human review remains mandatory for all cases.
- Expanding automatic tax filing to all taxpayers with "simple" tax situations could streamline processes, as the Liberal government plans to scale services to 5.5 million taxpayers by 2029.
- Boileau calls the Income Tax Act "completely nuts," urging the CRA to prioritize vulnerable populations—Indigenous people and those lacking English or French proficiency—when implementing digital changes.
33 Articles
33 Articles
Tax Watchdog Calls for Automation, Simplified Filing in Response to Growing CRA Complaints
Taxpayers’ Ombudsperson François Boileau is calling for simplified, automated tax filing systems as his office grapples with a surge in complaints in comparison to the last three fiscal years. A report released by Boileau this week revealed his office recorded a 27 percent year-over-year rise in complaints in 2025-2026, with the increase attributed largely to complaints related to service delays at the Canada Revenue Agency (CRA). Those frustrat…
Taxpayer watchdog reports another ‘surge’ in complaints about CRA in 2025
The CRA lacks transparency, and 'continues to mislead Canadians ... and it’s a problem that needs to be addressed,’ says Senator Percy Downe after the taxpayers' ombud's report detailed a 27 per cent year-over-year increase in complaints.
The Toronto Star
Watchdog says tax code is ‘completely nuts’ and calls for simplification, automation
OTTAWA - Taxpayers' Ombudsperson François Boileau is pushing for simplified, automated tax filing as his office faces its highest number of complaints in three years.
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