Contact the CRA: Working with partners

Make it easier for Canadians to find the correct phone number or mailing address for specific services related to the Canada Revenue Agency (CRA).

Date

2019

Partner department

• Canada Revenue Agency (CRA)

Why this work matters

Improving the usability of contact information for the Canada Revenue Agency will:

• reduce the time Canadians spend looking for answers
• free up call centre agents to work on more complex problems

Task scenarios tested and improved

• Your bank asked for an official proof of income statement. It's Sunday. Do you have to wait until Monday to call CRA to get this or is there a number you can call today?
• You renewed your mortgage, and you moved all your bank accounts to a new bank. What number would you call to get your personal tax refund into your new bank account?
• You are sponsoring your parents so they can immigrate to Canada. Immigration asked for copies of your CRA Notices of Assessment for the last 3 years. What number would you call to get them?
• You had a baby a few weeks ago. While at the hospital, you applied for the Canada Child Benefit but you haven't heard back. What number would you call to find out what to expect?
• You were expecting your personal tax refund to be deposited last week but it hasn't come. You only have a few minutes to call and it's Monday - find the best phone number to find out when it will arrive.
• You made a business tax payment 2 weeks ago, but it got applied to your personal tax account by mistake. Which number would you call to move the payment to the right account?
• You owe more corporate income tax than you expected and can't pay what you owe. What number would you call to talk about whether you can pay it off over several months?
• Your office got one of those threatening fake phone calls saying they were the Canada Revenue Agency. What number would you call to report it?
• You are helping your aunt in China sell a house in Vancouver. She filled out this T2062 form and is ready to send it in as registered mail. What address should she send it to?
• Your business needs to send in this RC1 form to get a payroll account. What address should you send it to from your office in Penticton BC?
• You lost the security code that you need to login to your personal CRA account. Find out which phone number to call to get one.

Research summary

Contact the Canada Revenue Agency (CRA)