CRA Annual Report to Parliament 2011-2012 (PDF - Agence du ...
CRA Annual Report to Parliament 2011-2012 (PDF - Agence du ...
CRA Annual Report to Parliament 2011-2012 (PDF - Agence du ...
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Claims – video and film<br />
tax credits – refundable<br />
claims – audited<br />
If you disagree<br />
ANNUAL REPORT<br />
<strong>2011</strong>-<strong>2012</strong><br />
Service Standard Target 2009-2010<br />
First contact letter for<br />
disputes<br />
Problem Resolution<br />
Program – acknowledge<br />
receipt<br />
Problem Resolution<br />
Program – resolution<br />
Delivering benefits<br />
Canada child tax benefit<br />
enquiries – telephone<br />
service level<br />
Processing benefit<br />
applications and marital<br />
status change forms –<br />
timeliness<br />
Processing benefit<br />
applications and marital<br />
status change forms –<br />
accuracy<br />
Responding <strong>to</strong> benefit<br />
and credit enquiries –<br />
timeliness<br />
Responding <strong>to</strong> benefit<br />
and credit enquiries –<br />
accuracy<br />
Review T2 corporation income tax<br />
returns that include claims for the<br />
Canadian Film or Video Pro<strong>du</strong>ction Tax<br />
Credit, the Film or Video Pro<strong>du</strong>ction<br />
Services Tax Credit, the BC Film and<br />
Television Tax credit, the BC Pro<strong>du</strong>ction<br />
Services Tax Credit, the Mani<strong>to</strong>ba Film<br />
and Video Pro<strong>du</strong>ction Tax Credit, the<br />
Ontario Film and Television Tax Credit<br />
and the Ontario Pro<strong>du</strong>ction Services Tax<br />
Credit within 120 calendar days from the<br />
date of receipt where audit action is<br />
undertaken<br />
Acknowledge taxpayer disputes within<br />
30 calendar days after we receive them<br />
Acknowledge receipt of a problem<br />
within two business days<br />
Resolve the problem within 15 business<br />
days. If we cannot (for example, if a case<br />
is complex), we will make contact within<br />
that time <strong>to</strong> indicate an anticipated date<br />
of resolution<br />
Respond <strong>to</strong> calls in the agent queue<br />
within two minutes<br />
Issue a payment, notice, or explanation<br />
within 80 calendar days<br />
Accurately process the appropriate<br />
payment and notice and, if necessary,<br />
issue a letter requesting additional<br />
information<br />
Respond <strong>to</strong> written enquiries and<br />
telephone referrals from call centers<br />
within 80 calendar days<br />
Respond <strong>to</strong> written enquiries and<br />
telephone referrals from call centers,<br />
with correct information, and accurately<br />
process new recipient information,<br />
including issuing a payment, notice, or<br />
letter<br />
CANADA REVENUE AGENCY<br />
2010-<br />
<strong>2011</strong><br />
<strong>2011</strong>-<br />
<strong>2012</strong> Rating<br />
90% 91.9% 91.2% 79.0% Not<br />
met<br />
85% 50% 50.5% 54.7% Not<br />
met<br />
95% 97.1% 95.3% 97.6% Met<br />
95% 96.6% 95.3% 97.5% Met<br />
75% 75% 76% 76.0% Met<br />
98% 98.8% 98.7% 99.0% Met<br />
98% 97.4% 99.1% 98.0% Met<br />
98% 93% 94.9% 98.1% Met<br />
98% 99.3% 98.6% 98.8% Met