Strategic outcome and program descriptions

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Canada Revenue Agency

Strategic Outcome 1

Taxpayers meet their obligations and Canada's revenue base is protected.

Program 1.1: Reporting Compliance

The Reporting Compliance Program seeks to protect the integrity of Canada's voluntary compliance system by identifying and addressing the small segment of the population that does not report the correct amounts. Our compliance interventions follow an escalating approach that moves from influencing compliance to enforcing it. We seek to influence compliance attitudes by increasing taxpayers' understanding of their tax obligations through targeted outreach activities, client service, and education. We also undertake examinations, audits, and investigations at the domestic and international level to ensure compliance with Canada's tax laws.

Program 1.2: Assessment of Returns and Payment Processing

The Assessment of Returns and Payment Processing program assesses and processes tax returns and payments for individuals and businesses as quickly and accurately as possible, providing taxpayers with early certainty to help them manage their tax affairs with confidence. We aim to reduce red tape by providing streamlined and timely services to individuals and businesses while securing Canada's revenue base.

Program 1.3: Collections and Returns Compliance

The Collections and Returns Compliance program identifies, addresses, and prevents non‐compliance to help ensure tax debt is resolved on a timely basis. The Canada Revenue Agency takes a progressive approach to compliance and debt collection, beginning with education and outreach activities to remind taxpayers of their compliance obligations. We work with individuals and businesses who have outstanding tax returns or remittances, or who owe money to assist them in meeting their tax obligations and paying their outstanding debt. When needed, we take action to address non‐compliance by using a range of activities to enforce compliance with Canada's tax laws for registration, filing, withholding, and payment of debt obligations.

Program 1.4: Taxpayer and Business Assistance

The Taxpayer and Business Assistance program is committed to providing taxpayers with the accurate and timely information they need to comply with Canada's tax laws. Our website is organized according to taxpayer needs, providing detailed information about Canada Revenue Agency programs and services for individuals and families, businesses, charities and giving, and representatives. Taxpayers with more complex information needs can contact our call centres, refer to our technical interpretations, or consult our advance rulings services. To further support taxpayers we monitor charities and administer registered plans to ensure they meet legislative requirements.

Program 1.5: Appeals

The Appeals program provides a fair and impartial redress process to resolve disputes arising from decisions made by the Canada Revenue Agency, and to respond to service complaints and requests for relief from penalties and interest. The Appeals program also assists the Department of Justice in handling cases that are sent before the courts.

Strategic Outcome 2

Eligible families and individuals receive timely and correct benefit payments.

Program 2.1: Benefit Program

The Benefit Programs help many Canadians who depend on benefit payments for a significant part of their household income. The Canada Revenue Agency administers a range of ongoing benefits and one‐time payment programs on behalf of the provinces and territories and the federal government, such as the Canada child tax benefit, the Goods and services tax/Harmonized sales tax credit and the universal child care benefit. We ensure that the right benefit payment is made to the right individual at the right time and give recipients accessible information and timely responses to their enquiries.

Strategic Outcome 3

Taxpayers and benefit recipients receive an independent and impartial review of their service-related complaints.

Program 3.1: Taxpayers' Ombudsman

The Taxpayers' Ombudsman reports directly to the Minister of National Revenue and operates independently at arm's length from the management of the Canada Revenue Agency and the Canada Revenue Agency Board of Management; provides advice to the Minister of National Revenue about service matters at the Canada Revenue Agency; addresses requests for reviews made by taxpayers and benefit recipients with respect to service matters, including the service rights outlined in the Taxpayer Bill of Rights; and identifies and reviews systemic and emerging service-related issues within the Canada Revenue Agency that have a negative impact on taxpayers and benefit recipients.

Strategic Outcome 4

The following program supports all strategic outcomes within this organization.

Program 4.1: Internal services

The Internal services program supports all strategic outcomes and is common across government. Internal services are groups of related activities and resources that are administered to support the needs of programs and other corporate obligations of an organization. These groups are: Management and oversight services; Communications services; Legal services; Human resources management services; Financial management services; Information management services; Information technology services; Real property services; Materiel services; Acquisition services; and Travel and Other administrative services. Internal services include only those activities and resources that apply across an organization and not to those provided specifically to a program.

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