CRA Annual Report to Parliament 2011-2012 (PDF - Agence du ...

More documents

Recommendations

Info

ANNUAL REPORT 2011-2012 [service standards] about our service standards Canadians’ confidence in the integrity of the tax system is essential to the CRA’s success. Meeting our service standards shows that we are responsive to the needs of taxpayers and benefit recipients. Our service standards tell citizens what level of performance they can reasonably expect from the CRA under normal circumstances. We review our standards and targets every year and update them as needed. new service standard Web pages Over the last year, the CRA posted Web pages that will help taxpayers to find and understand our service standards. In the coming year, we will add links to more information for each service standard, such as mailing address and telephone, teletypewriter, and fax numbers. The CRA’s senior management continues to oversee the development of the CRA’s service standards. The Agency Management Committee reviews all new, revised, and retired service standards to make sure that impacts are considered across the CRA. CANADA REVENUE AGENCY new service standards In 2012-2013, we will be introducing three new standards: GST/HST credit enquiries telephone service level, two-day acknowledgements of service complaints, and 30–day resolution of service complaints. This year, we are linking each service standard in the following table to its new summary page on the CRA’s external Web site. We are also reporting on the standards that have not met targets at the end of this section.
our service standard results Service Standard Target 2009-2010 Assisting taxpayers Charities – responding to telephone enquiries Charities – responding to simple applications Charities – responding to regular applications Advance income tax rulings Technical interpretations GST/HST rulings and interpretations – telephone enquiries GST/HST rulings and interpretations – written enquiries Applications to register pension plans Amendments to registered pension plans Retirement savings plans (applications to register, amend, or terminate) Retirement income funds (applications to register, amend, or terminate) Education savings plans (applications to register, amend, or terminate) Respond to calls in agent queue within two minutes Respond to simple applications for charitable registration within two months, upon receipt of a complete application Respond to regular applications for charitable registration within six months, upon receipt of a complete application Issue advance income tax rulings to taxpayers within an average of 60 calendar days of receipt of all essential information Issue technical interpretations to taxpayers within an average of 90 calendar days of receipt of a request Respond to calls in the queue within two minutes Respond to written requests for GST/HST rulings and interpretations within 45 business days of receipt in the CRA. This excludes highly technical and precedent and/or policy-setting rulings and interpretations Complete a full review and provide a response on applications to register pension plans within 180 calendar days Review pension plan amendments for compliance with the Income Tax Act within nine months Respond to applications to register, amend, or terminate retirement savings plans within 60 calendar days Respond to applications to register, amend, or terminate retirement income funds within 60 calendar days Respond to applications to approve, amend, and terminate education savings plans specimen plans within 60 calendar days 2010- 2011 CANADA REVENUE AGENCY 61 2011- 2012 Rating 80% 89.9% 84.4% 84.2% Met 80% 81.9% 87.5% 85.9% Met 80% 79.8% 95.5% 91.3% Met 100% 98 days 102 days 100% 89 days 87 days 80% Not applicable 106 days 90 days Not met Met 86% 88.0% Met 80% 94.1% 46.5% 41.9% Not met 85% 86.5% 94.4% 83.9% Mostly met 1 80% 67.2% 77.1% 78.7% Mostly met 1 80% 80.1% 86.3% 94.4% Met 80% 92.6% 94% 96.2% Met 85% 95% 92.1% 97.5% Met ANNUAL REPORT 2011-2012
Page 1 and 2:
Draft - Protected B 5 November 2012
Page 3 and 4:
“Canadian businesses are a vital
Page 5 and 6:
Finally, the Board continued to exa
Page 7:
“The CRA has always been committe
Page 10 and 11: [our mission] ANNUAL REPORT 2011-20
Page 12 and 13: 12 we issued 111 million benefit an
Page 14 and 15: Given the importance of the benefit
Page 16 and 17: [conclusion] During 2011-2012, we a
Page 18 and 19: value of the payments processed was
Page 20 and 21: [providing information] web site Th
Page 22 and 23: There has been a substantial increa
Page 24 and 25: [voluntary disclosures] The Volunta
Page 26 and 27: ANNUAL REPORT 2011-2012 we identifi
Page 28 and 29: Specialized program areas also use
Page 30 and 31: pre-payment review of GST/HST refun
Page 32 and 33: to 2.3% of Gross Domestic Product i
Page 34 and 35: Our performance measures for addres
Page 36 and 37: 36 Draft - Protected B 5 November 2
Page 38 and 39: [services] service complaints Our S
Page 40 and 41: Indicator 2010-2011 2011-2012 Chang
Page 42 and 43: Draft - Protected B 5 November 2012
Page 44 and 45: improving our human resources capac
Page 46 and 47: developed a strategy for managing t
Page 48 and 49: Board of Management Oversight Frame
Page 50 and 51: 50 Draft - Protected B 5 November 2
Page 52 and 53: [board’s priorities and accomplis
Page 54 and 55: [management of personnel] Against a
Page 56 and 57: [committee membership and director
Page 58 and 59: ANNUAL REPORT 2011-2012 CANADA REVE
Page 62 and 63: ANNUAL REPORT 2011-2012 Service Sta
Page 64 and 65: Claims - video and film tax credits
Page 66 and 67: challenges and exceptions advance i
Page 68 and 69: ANNUAL REPORT 2011-2012 [other item
Page 70 and 71: Benefit programs and benefit-relate
Page 72 and 73: D Dispute - General term to designa
Page 74 and 75: S Service standard - A public state
Page 76 and 77: ANNUAL REPORT 2011-2012 CANADA REVE
Page 79 and 80: Canada Revenue Agency Audited Finan
Page 81 and 82: Opinion In my opinion, the financia
Page 83 and 84: Expenses (note 8) Statement of Oper
Page 85 and 86: Statement of Cash Flows - Agency Ac
Page 87 and 88: 2. Summary of significant accountin
Page 89 and 90: (k) Contingent liabilities Continge
Page 91 and 92: (b) Reconciliation of net cost of o
Page 93 and 94: 6. Accounts receivable and advances
Page 95 and 96: 8. Segmented information - Expenses
Page 97 and 98: 10. Related party transactions The
Page 99 and 100: 12. Board of Management Pursuant to
Page 101 and 102: Financial Statements Discussion and
Page 103 and 104: Discussion and analysis Analysis of
Page 105 and 106: Non-financial assets Non-financial
Page 107 and 108: Canada Revenue Agency Audited Finan
Page 109 and 110: Emphasis of Matter Without modifyin
Page 111 and 112:
Canada Revenue Agency Statement of
Page 113 and 114:
Canada Revenue Agency Statement of
Page 115 and 116:
A new accounting standard issued by
Page 117 and 118:
Expenses and Recoveries. Except for
Page 119 and 120:
5. Amounts payable to taxpayers The
Page 121 and 122:
the CRA administers. It does not in
Page 123 and 124:
15. Pension contributions, interest
Page 125 and 126:
Individual and Trust Income Tax Ind
Page 127 and 128:
Income Tax Revenues - Individual an
Page 129 and 130:
sales tax credits. This was partial
Page 131 and 132:
summary information as of March 31,
Page 133 and 134:
1.5 Significant changes in fiscal y
Page 135 and 136:
A delegated authorities matrix whic
Page 137 and 138:
Control frameworks The CRA uses the
Page 139 and 140:
The CRA will move into an ongoing a
Page 141 and 142:
Canada Revenue Agency - Unaudited S
Page 143 and 144:
$73.9 million for increased disburs
Page 145 and 146:
Performance Summary (in thousands o
Page 147:
Authorities approved after Main Est
show all

CRA Annual Report to Parliament 2011-2012 (PDF - Agence du ...

Create successful ePaper yourself

Delete template?

Save as template?