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ARCHIVED - Compendium of Service Standards
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Canada Customs and Revenue Agency
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Business Line |
Service Standard |
Delivery channels |
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GOL |
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In person |
Tel |
Mail |
Internet |
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Kiosk |
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Tax Services |
1 |
CCRA aims to process T1 income tax returns in 4 to 6 weeks. |
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X |
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2 |
CCRA aims to process EFILEd T1 returns in two weeks. |
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X |
X |
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3 |
CCRA aims to process adjustments and mail notice within 8 weeks. |
X |
X |
X |
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X |
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4 |
CCRA aims to process 95% of T3 returns within 4 months. |
X |
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X |
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5 |
CCRA aims to process 100% of Duty Free Shops (DTS) reimbursement claims within 5 working days. |
X |
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X |
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6 |
CCRA aims to process 100% of DTS compensation invoices within 30 days. |
X |
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X |
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7 |
CCRA aims to process 100% of GST/HST returns within 21 days from receipt. |
X |
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X |
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8 |
100% of magnetic-media test tapes are validated in 30 days. |
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9 |
85% of T-2 Corporate Income Tax returns are processed in 25 days; remaining 15% of are processed within 50 days. |
X |
X |
X |
X |
X |
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10 |
Issue monthly statement of accounts to corporations |
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X |
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11 |
Income Tax returns pursuant to sections 216 & 217 will be processed in 4-6 weeks. |
X |
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X |
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X |
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12 |
80% of applications to register pension plans are acknowledged within 60 days and are reviewed in 180 days. |
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X |
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13 |
Pension plan amendments for compliance with the Income Tax Act are reviewed within 9 months. |
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X |
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14 |
Advance income tax rulings to taxpayers are issued within 90 days of receipt. |
X |
X |
X |
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X |
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15 |
Technical interpretations to tax rulings to taxpayers are issued within 90 days. |
X |
X |
X |
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X |
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16 |
Fairness requests for accounts receivable and trust account programs are processed within 4 to 6 weeks. |
X |
X |
X |
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17 |
100% of refundable Scientific Research & Experimental Development (SR & ED) claims are processed within 60 days when no audit is required and within 120 when an audit is required. |
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X |
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18 |
100% of non-refundable SR & ED claims are processed in 120 days when no audit is required and within 1 year when an audit is required. |
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X |
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19 |
100% of Refundable Video and Film Tax Credits will be processed within 60 days when no audit is required and in 120 days when an audit is required. |
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X |
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Benefit Programs and Other Services |
20 |
100% of CCTB applications are processed at the end of the second month after receipt. |
X |
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X |
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21 |
80% of RSP and RIF applications are processed within 60 days. |
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X |
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22 |
80% of responses to telephone enquiries for deferred income plans (DIPs) are provided in 24-48 hours. |
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X |
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23 |
80% of responses to written enquiries for deferred income plans (DIPs) are provided in 60 days. |
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X |
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Client Services |
24 |
Account maintenance (written correspondence) and Validation and Control service standards under development will be completed |
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X |
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26 |
Counter service is provided within 20 minutes of client's arrival. |
X |
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27 |
100% of problem resolution requests are acknowledged within 24-48 hours. A resolution is provided within 25 working days. |
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X |
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Customs Services |
28 |
Services Pilot developmental standards for First Tier Automated Customs Information System (ACIS). |
X |
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29 |
100% of RMD-EDI (Release on Minimum Documentation - Electronic Data Interchange) requests are processed within 45 minutes. |
X |
X |
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X |
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30 |
RMD-EDI Machine release requests are processed within 5 minutes. |
X |
X |
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X |
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31 |
RMD - Paper release requests are processed within 2 hours. |
X |
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32 |
Release requests will be ready when goods arrive if Pre-Arrival Review System (PARS) - EDI is submitted 1 hour in advance |
X |
X |
X |
X |
X |
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33 |
Release requests will be ready when goods arrive if PARS - Paper is submitted 2 hours in advance. |
X |
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34 |
100% of landborder traveller wait-time at Customs Booth Clearance is within 20 minutes. |
X |
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35 |
100% of landborder traveller wait-time- Payment of Duty is within 5 minutes on weekdays and 10 minutes on the weekend. |
X |
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Appeals |
36 |
30-day meaningful first contact for |
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X |
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Business Line |
Service Standard |
Source |
Type of Standard | |||
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2001- |
1999- |
Website |
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Tax Services |
1 |
CCRA aims to process T1 income tax returns in 4 to 6 weeks. |
|
X |
|
TB |
|
2 |
CCRA aims to process EFILEd T1 returns in two weeks. |
|
X |
|
TB |
|
|
3 |
CCRA aims to process adjustments and mail notice within 8 weeks. |
|
X |
|
TB |
|
|
4 |
CCRA aims to process 95% of T3 returns within 4 months. |
|
X |
|
TB |
|
|
5 |
CCRA aims to process 100% of Duty Free Shops (DTS) reimbursement claims within 5 working days. |
|
X |
|
TB |
|
|
6 |
CCRA aims to process 100% of DTS compensation invoices within 30 days. |
|
X |
|
TB |
|
|
7 |
CCRA aims to process 100% of GST/HST returns within 21 days from receipt. |
|
X |
|
TB |
|
|
8 |
100% of magnetic-media test tapes are validated in 30 days. |
|
X |
|
TB |
|
|
9 |
85% of T-2 Corporate Income Tax returns are processed in 25 days; remaining 15% of are processed within 50 days. |
X |
X |
|
TB |
|
|
10 |
Issue monthly statement of accounts to corporations |
X |
|
|
TB |
|
|
11 |
Income Tax returns pursuant to sections 216 & 217 will be processed in 4-6 weeks. |
|
X |
|
TB |
|
|
12 |
80% of applications to register pension plans are acknowledged within 60 days and are reviewed in 180 days. |
|
X |
|
TB |
|
|
13 |
Pension plan amendments for compliance with the Income Tax Act are reviewed within 9 months. |
X |
|
|
TB |
|
|
14 |
Advance income tax rulings to taxpayers are issued within 90 days of receipt. |
|
X |
|
TB |
|
|
15 |
Technical interpretations to tax rulings to taxpayers are issued within 90 days. |
|
X |
|
TB |
|
|
16 |
Fairness requests for accounts receivable and trust account programs are processed within 4 to 6 weeks. |
|
X |
|
TB |
|
|
17 |
100% of refundable Scientific Research & Experimental Development (SR & ED) claims are processed within 60 days when no audit is required and within 120 when an audit is required. |
|
X |
|
TB |
|
|
18 |
100% of non-refundable SR & ED claims are processed in 120 days when no audit is required and within 1 year when an audit is required. |
|
X |
|
TB |
|
|
19 |
100% of Refundable Video and Film Tax Credits will be processed within 60 days when no audit is required and in 120 days when an audit is required. |
|
|
X |
TB |
|
|
Benefit Programs and Other Services |
20 |
100% of CCTB applications are processed at the end of the second month after receipt. |
|
X |
|
TB |
|
21 |
80% of RSP and RIF applications are processed within 60 days. |
|
X |
|
TB |
|
|
22 |
80% of responses to telephone enquiries for deferred income plans (DIPs) are provided in 24-48 hours. |
|
X |
|
TB |
|
|
23 |
80% of responses to written enquiries for deferred income plans (DIPs) are provided in 60 days. |
|
X |
|
TB |
|
|
Client Services |
24 |
Account maintenance (written correspondence) and Validation and Control service standards under development will be completed |
X |
|
|
? |
|
26 |
Counter service is provided within 20 minutes of client's arrival. |
|
X |
|
TF |
|
|
27 |
100% of problem resolution requests are acknowledged within 24-48 hours. A resolution is provided within 25 working days. |
|
X |
|
TB |
|
|
Customs Services |
28 |
Services Pilot developmental standards for First Tier Automated Customs Information System (ACIS). |
X |
|
|
? |
|
29 |
100% of RMD-EDI (Release on Minimum Documentation - Electronic Data Interchange) requests are processed within 45 minutes. |
|
X |
|
TB |
|
|
30 |
RMD-EDI Machine release requests are processed within 5 minutes. |
|
X |
|
TB |
|
|
31 |
RMD - Paper release requests are processed within 2 hours. |
|
X |
|
TB |
|
|
32 |
Release requests will be ready when goods arrive if Pre-Arrival Review System (PARS) - EDI is submitted 1 hour in advance |
|
X |
|
TB |
|
|
33 |
Release requests will be ready when goods arrive if PARS - Paper is submitted 2 hours in advance. |
|
X |
|
TB |
|
|
34 |
100% of landborder traveller wait-time at Customs Booth Clearance is within 20 minutes. |
|
X |
|
TF |
|
|
35 |
100% of landborder traveller wait-time- Payment of Duty is within 5 minutes on weekdays and 10 minutes on the weekend. |
|
X |
|
TF |
|
|
Appeals |
36 |
30-day meaningful first contact for |
X |
|
|
TB |
In its 2001-2002 Report on Plans and Priorities CCRA published some new standards and remains committed to "ensure a consistent and co-ordinated approach to the design, development, implementation, reporting, and review of service standards in the agency." (pg. 61)
