Program directory · Canada Revenue Agency
Service Feedback
- Department
- Canada Revenue Agency
- Program code
- BRA08 (CCRA)
- Core responsibility
- Tax
- In Departmental Plans
- 2018-19 – 2026-27 · New since an earlier plan
What it does
We offer clients a process to provide feedback, including complaints, suggestions and compliments, and resolve problems about the service, quality, or timeliness of the Canada Revenue Agency's work, as described under the service rights in the Taxpayer Bill of Rights. The service issues raised by clients provide valuable insight and that feedback, in turn helps the CRA identify and implement ongoing service improvements.
Source: the department's Program Inventory, via GC InfoBase.
History and lineage
First appears in GC InfoBase's actual spending by program in 2017-18. The data does not record when a program was created; it may be older than its first appearance here, which is limited by the sources (program spending starts in 2010-11, Departmental Plans in 2018-19).
| Program | Relation | Years with data | Actual spending over those years |
|---|---|---|---|
| Service Feedback | This program | 2017-18 – 2028-29 | $157M |
No earlier or later program in the same department has a similar name.
Significant changes in scope and budget
Detected from the data: renames between plans, programs it appears to replace, merge with or split into (matched by name), year-over-year changes in spending of at least 25% and $5M, or in employees of at least 20% and 25 FTEs, linked budget measures, and results indicators added or dropped.
| Year | What changed | Source |
|---|---|---|
| 2021-22 | Employees (FTEs) 185, against 144 in 2020-21 (+28%). | FTEs (GC InfoBase) |
| 2023-24 | Employees (FTEs) 253, against 205 in 2022-23 (+23%). | FTEs (GC InfoBase) |
| 2023-24 | Renamed from “Service Complaints” to “Service Feedback”. | GC InfoBase program names by year |
| 2023-24 | Spending $28.6M, against $20.9M in 2022-23 (+37%). | Actual spending (GC InfoBase) |
| 2024-25 | Indicators added: % of problem resolution cases the CRA actioned within 15 business days | Departmental Results Framework (GC InfoBase) |
| 2025-26 | Planned employees (FTEs) 128, against 250 in 2024-25 (−49%). | FTEs (GC InfoBase) |
| 2025-26 | Planned spending $16.3M, against $27.3M in 2024-25 (−40%). | Latest Departmental Plan |
Success criteria
The program's indicators from its department's Departmental Results Framework: the target set in each year's plan, and the result reported the following year. Source: GC InfoBase.
Historical: targets against results
Bars: result reported. Dashed line: target.
| Report year | Target | Due | Result | Status |
|---|---|---|---|---|
| 2024-25 | ≥ 95% | 2025 | 99% | Met |
Bars: result reported. Dashed line: target.
| Report year | Target | Due | Result | Status |
|---|---|---|---|---|
| 2018-19 | ≥ 80% | 2019 | 66.6% In 2018-19, the CRA saw a 29% increase in gross intake when compared to the previous year. The cumulative effect of this increase caused delays in the creation and assignment of files, negatively impacting timeframes. With additional resources and a new approach to national workload management, progress is being made in achieving the 30-day service standard. The program showed an improvement in t… | Not met |
| 2019-20 | ≥ 80% | 2020 | 90% | Met |
| 2020-21 | ≥ 80% | 2021 | 35% Please note that this Program Inventory indicator is also an external service standard. As a result of the COVID-19 pandemic, some of the Canada Revenue Agency’s (CRA) processing times were impacted by an emphasis on implementing Canada’s Economic Response Plan to support Canadians and businesses facing hardship, and by public health measures that limited the number of staff permitted in CRA offi… | Not met |
| 2021-22 | ≥ 80% | 2022 | 19.3% From March 16 to June 5, 2020, the operations of the Service Complaints program were suspended due to the COVID-19 pandemic. This resulted in a significant backlog in the National Intake Centre (NIC) and the Centres of Expertise (CoE), which affected the program’s ability to address taxpayer complaints within the established service standard. The backlog at the NIC was eliminated by the end of Se… | Not met |
| 2022-23 | ≥ 80% | 2023 | 37% In the 2022-2023 fiscal year, 37% of these service complaints were resolved within this standard. The CRA was impacted by continued higher than expected volumes, the complexity of cases that involve multiple Agency programs and services, and temporary system issues. The CRA continues to invest temporary resources to improve the results and return to meeting its service standards. | Not met |
| 2023-24 | ≥ 80% | 2024 | 25% The high volume of service feedback and the complexity of cases received have affected the CRA’s ability to meet this service standard over the past few years. The CRA also experienced a service disruption in early 2023 which resulted in delays in processing some cases in a timely manner. Additional temporary resources have been retained, and workflow efficiencies have been identified and are bei… | Not met |
| 2024-25 | ≥ 80% | 2025 | 61% A continued increase in the volume of service feedback received and the complexity of cases received have affected the CRA’s ability to meet this target. Significant gains in productivity were achieved versus the previous year through process efficiencies, and the program will continue to seek further gains through process improvements and technological advancements, including the use of generati… | Not met |
Current: the 2026-27 plan's targets
Bars: result reported. Dashed line: target.
| Report year | Target | Due | Result | Status |
|---|---|---|---|---|
| 2026-27 | ≥ 95% | 2027 | — | Planned |
Bars: result reported. Dashed line: target.
| Report year | Target | Due | Result | Status |
|---|---|---|---|---|
| 2026-27 | ≥ 80% | 2027 | — | Planned |
Future goals: targets due after 2026-27
No targets with a later due date.
Spending and employees: planned against actual
Spending
Show the numbers
| Fiscal year | Planned | Actual |
|---|---|---|
| 2017-18 | — | $13M |
| 2018-19 | $7.4M | $12.5M |
| 2019-20 | $13.6M | $16.2M |
| 2020-21 | $12.6M | $19.4M |
| 2021-22 | $11.8M | $19.4M |
| 2022-23 | $13.1M | $20.9M |
| 2023-24 | $13.6M | $28.6M |
| 2024-25 | $15.1M | $27.3M |
| 2025-26 | $16.3M | — |
| 2026-27 | $15.7M | — |
| 2027-28 | $15.5M* | — |
| 2028-29 | $15.5M* | — |
Employees (FTEs)
Show the numbers
| Fiscal year | Planned | Actual |
|---|---|---|
| 2017-18 | 86 | 134 |
| 2018-19 | 84 | 150 |
| 2019-20 | 137 | 150 |
| 2020-21 | 121 | 144 |
| 2021-22 | 119 | 185 |
| 2022-23 | 122 | 205 |
| 2023-24 | 122 | 253 |
| 2024-25 | 120 | 250 |
| 2025-26 | 128 | — |
| 2026-27 | 134 | — |
| 2027-28 | 131* | — |
| 2028-29 | 132* | — |
Planned spending, plan by plan
Each row is one year's Departmental Plan and its forecast for the next three fiscal years; read a column down to see how the forecast for one year changed. The last row is what was actually spent. Click an amount for its source. Biggest changes in federal spending plans
| Plan | 2018-19 | 2019-20 | 2020-21 | 2021-22 | 2022-23 | 2023-24 | 2024-25 | 2025-26 | 2026-27 | 2027-28 | 2028-29 |
|---|---|---|---|---|---|---|---|---|---|---|---|
| 2018-19 plan | $7,393,762 | $9,055,961 | $8,590,566 | ||||||||
| 2019-20 plan | $13,553,654 | $10,310,985 | $8,223,515 | ||||||||
| 2020-21 plan | $12,582,009 | $9,863,353 | $9,854,214 | ||||||||
| 2021-22 plan | $11,767,039 | $11,737,575 | $11,755,647 | ||||||||
| 2022-23 plan | $13,070,937 | $12,838,249 | $12,671,741 | ||||||||
| 2023-24 plan | $13,642,641 | $13,447,299 | $13,433,627 | ||||||||
| 2024-25 plan | $15,075,852 | $15,183,610 | $15,323,402 | ||||||||
| 2025-26 plan | $16,295,628 | $15,887,853 | $15,718,518 | ||||||||
| 2026-27 plan | $15,686,979 | $15,488,115 | $15,526,891 | ||||||||
| Actual | $12,471,595 | $16,150,871 | $19,364,822 | $19,389,090 | $20,873,770 | $28,598,494 | $27,294,352 |
Actual spending is from Departmental Results Reports and the Public Accounts, as published in GC InfoBase. FTEs are full-time equivalents.
