Taxpayer ombudsperson urges automatic filing for more Canadians amid service complaints

The Office of the Taxpayers’ Ombudsperson is urging the Canada Revenue Agency (CRA) to expand automatic tax filing to more Canadians with straightforward tax situations, not just those with low incomes. This recommendation comes as complaints filed with the ombudsperson's office surged over the past fiscal year compared to the previous three years.

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While new technologies may be convenient for the CRA and a large number of taxpayers, the CRA must remember that many will struggle if it forces the changes without allowing for exceptions.

Taxpayers’ Ombudsperson François Boileau released a report detailing seven areas where the CRA needs to improve its services. The report, covering April 1, 2025, to March 31, 2026, is based on complaints investigated during that period and highlights issues such as inadequate phone support, processing delays, and problems with online account access.

Boileau expressed concern that forcing technological changes without exceptions could disadvantage vulnerable groups, including seniors, newcomers who may not be fluent in English or French, and Indigenous people in rural areas with limited internet access. He stressed that the CRA must not make it harder for these groups to meet their tax obligations or receive entitled benefits and credits.

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The CRA must not make it harder for these groups to meet their tax obligations and receive the benefits and credits they are entitled to.

Furthermore, Boileau described the current Income Tax Act as overly complex for both taxpayers and the CRA. He suggested it might be time to streamline the legislation, noting its significant increase in size since his law school days. The report also identified contact centres as a primary area of concern, with many taxpayers complaining about incomplete or inaccurate information from agents and excessive wait times to connect with them.

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When I was studying law, the Income Tax Act was about that thick [Boileau gestures with his hands]. Now it’s twice the size, double, it’s completely nuts.