Complaints in numbers
This page contains statistics about the enquiries and complaints we received, as well as the urgent requests we sent to the CRA. This page also includes the top trending complaints and the total amount of complaints we received from 2008 until the present.
2023-2024
Figure - Text version
| APR | MAY | JUN | JUL | AUG | SEP | OCT | NOV | DEC | JAN | FEB | MAR | TOTAL | |
|---|---|---|---|---|---|---|---|---|---|---|---|---|---|
| Enquiries | 270 | 378 | 383 | 1031 | |||||||||
| Complaints (includes urgent requests) |
263 | 237 | 255 | 755 | |||||||||
| Urgent requests | 67 | 49 | 50 | 166 |
Quarterly Trends - Complaints only
Q1 (April - June 2023)
Image Description
Showcases the top five trends for the first quarter (April – June 2023).
We saw trends in service issues related to the following areas:
First trend: Contact Centre – Individual Tax Enquiries
Second trend: Income Tax and Benefit Return Processing
Third trend: Collections Action – Individual Income
Fourth trend: Collections Action – COVID-19 Benefits
Fifth trend: Canada Child Benefit (CCB)
June 2023
| 2023 | 2022 | % change | |
| Enquiries | 383 | 230 | 67% |
| Complaints (includes urgent requests) | 255 | 164 | 55% |
| Urgent requests | 50 | 37 | 35% |
May 2023
| 2023 | 2022 | % change | |
| Enquiries | 378 | 259 | 46% |
| Complaints (includes urgent requests) | 237 | 213 | 11% |
| Urgent requests | 49 | 65 | -25% |
April 2023
| 2023 | 2022 | % change | |
| Enquiries | 270 | 290 | -7% |
| Complaints (includes urgent requests) | 263 | 273 | -4% |
| Urgent requests | 67 | 70 | -4% |
2022-2023
Figure - Text version
| APR | MAY | JUN | JUL | AUG | SEP | OCT | NOV | DEC | JAN | FEB | MAR | TOTAL | |
|---|---|---|---|---|---|---|---|---|---|---|---|---|---|
| Enquiries | 290 | 259 | 230 | 231 | 228 | 199 | 200 | 192 | 156 | 213 | 234 | 320 | 2,752 |
| Complaints (includes urgent requests) |
274 | 214 | 164 | 159 | 170 | 126 | 151 | 175 | 163 | 166 | 172 | 254 | 2,188 |
| Urgent requests | 70 | 65 | 37 | 19 | 29 | 16 | 15 | 35 | 16 | 14 | 17 | 31 | 364 |
Quarterly Trends - Complaints only
Q4 (January-March 2023)
Image Description
Showcases the top five trends for the fourth quarter (January - March 2023).
We saw trends in service issues related to the following areas:
First trend: Contact Centre – Individual Tax Enquiries
Second trend: Income Tax and Benefit Return Processing
Third trend: Service Feedback Program
Fourth trend: Canada Child Benefit (CCB)
Fifth trend: Income Tax and Benefit Return Adjustments
Q3 (October-December 2022)
Image Description
Showcases the top five trends for the third quarter (October – December 2022).
We saw trends in service issues related to the following areas:
First trend: Contact Centre – Individual Tax Enquiries
Second trend: Income Tax and Benefit Return Processing
Third trend: Collections Action - Individual Income
Fourth trend: Income Tax and Benefit Return Adjustments
Fifth trend: Canada Child Benefit (CCB)
Q2 (July - September 2022)
Image Description
Showcases the top five trends for the second quarter (July – September 2022).
We saw trends in service issues related to the following areas:
First trend: Contact Centre – Individual Tax Enquiries
Second trend: Income Tax and Benefit Return Processing
Third trend: Collections Action - Individual Income
Fourth trend: Income Tax and Benefit Return Adjustments
Fifth trend: COVID-19 Benefits
Q1 (April - June 2022)
Image Description
Showcases the top five trends for the first quarter (April – June 2022).
We saw trends in service issues related to the following areas:
First trend: Contact Centre – Individual Tax Enquiries
Second trend: COVID-19 Benefits
Third trend: Income Tax and Benefit Return Processing
Fourth trend: Collections Action – Individual Income
Fifth trend: CRA Accounts
March 2023
| 2023 | 2022 | % change | |
| Enquiries | 320 | 339 | -6% |
| Complaints (includes urgent requests) | 254 | 265 | -4% |
| Urgent requests | 31 | 75 | -129% |
February 2023
| 2023 | 2022 | % change | |
| Enquiries | 234 | 233 | 0% |
| Complaints (includes urgent requests) | 172 | 204 | -16% |
| Urgent requests | 17 | 50 | -66% |
January 2023
| 2023 | 2022 | % change | |
| Enquiries | 213 | 262 | -19% |
| Complaints (includes urgent requests) | 166 | 233 | -29% |
| Urgent requests | 14 | 79 | -82% |
December 2022
| 2022 | 2021 | % change | |
| Enquiries | 156 | 178 | -12% |
| Complaints (includes urgent requests) | 163 | 183 | -11% |
| Urgent requests | 16 | 73 | -78% |
November 2022
| 2022 | 2021 | % change | |
| Enquiries | 192 | 189 | 2% |
| Complaints (includes urgent requests) | 175 | 178 | -2% |
| Urgent requests | 35 | 70 | -50% |
October 2022
| 2022 | 2021 | % change | |
| Enquiries | 200 | 244 | -18% |
| Complaints (includes urgent requests) | 151 | 227 | -33% |
| Urgent requests | 15 | 104 | -86% |
September 2022
| 2022 | 2021 | % change | |
| Enquiries | 199 | 233 | -15% |
| Complaints (includes urgent requests) | 126 | 240 | -48% |
| Urgent requests | 16 | 128 | -88% |
August 2022
| 2022 | 2021 | % change | |
| Enquiries | 228 | 373 | -39% |
| Complaints (includes urgent requests) | 170 | 400 | -58% |
| Urgent requests | 29 | 231 | -87% |
July 2022
| 2022 | 2021 | % change | |
| Enquiries | 231 | 605 | -62% |
| Complaints (includes urgent requests) | 159 | 590 | -73% |
| Urgent requests | 19 | 310 | -94% |
June 2022
| 2022 | 2021 | % change | |
| Enquiries | 230 | 569 | -60% |
| Complaints (includes urgent requests) | 164 | 464 | -65% |
| Urgent requests | 37 | 281 | -87% |
May 2022
| 2022 | 2021 | % change | |
| Enquiries | 259 | 779 | -67% |
| Complaints (includes urgent requests) | 214 | 448 | -52% |
| Urgent requests | 65 | 182 | -64% |
April 2022
| 2022 | 2021 | % change | |
| Enquiries | 290 | 716 | -59% |
| Complaints (includes urgent requests) | 274 | 415 | -34% |
| Urgent requests | 70 | 163 | -57% |
2021-2022
Figure - Text version
| APR | MAY | JUN | JUL | AUG | SEP | OCT | NOV | DEC | JAN | FEB | MAR | TOTAL | |
|---|---|---|---|---|---|---|---|---|---|---|---|---|---|
| Enquiries | 716 | 779 | 569 | 605 | 373 | 233 | 244 | 189 | 178 | 262 | 233 | 339 | 4,720 |
| Complaints (includes urgent requests) |
415 | 448 | 464 | 590 | 400 | 240 | 227 | 178 | 183 | 233 | 204 | 265 | 3,847 |
| Urgent requests | 163 | 182 | 281 | 310 | 231 | 128 | 104 | 70 | 74 | 79 | 50 | 75 | 1,750 |
Image Description
Showcases the top five trends for 2021-2022.
We saw trends in service issues related to the following areas:
First trend: COVID-19 Benefits
Second trend: Contact Centres
Third trend: Income Tax and Benefit Returns and Adjustments
Fourth trend: CRA Accounts
Fifth trend: Canada child benefit (CCB)
Quarterly Trends - Complaints only
Q4 (January - March 2022)
Image Description
Showcases the top five trends for the fourth quarter (January - March 2022).
We saw trends in service issues related to the following areas:
First trend: COVID-19 Benefits
Second trend: Contact Centre — Individual Tax Enquiries
Third trend: CRA Accounts
Fourth trend: Collections
Fifth trend: Income Tax and Benefit Return Processing
Q3 (October - December 2021)
Image Description
Showcases the top five trends for the third quarter (October - December 2021).
We saw trends in service issues related to the following areas:
First trend: COVID-19 Benefits
Second trend: Contact Centre - Individual Tax Enquiries
Third trend: Income Tax and Benefit Return Adjustments
Fourth trend: Income Tax and Benefit Return Processing
Fifth trend: Objection — Individual
Q2 (July - September 2021)
Image Description
Showcases the top five trends for the second quarter (July – September 2021).
We saw trends in service issues related to the following areas:
First trend: COVID-19 Benefits
Second trend: Contact Centre – Individual Tax Enquiries
Third trend: Income Tax and Benefit Return Processing
Fourth trend: Contact Centre – Validating COVID-19 Benefits
Fifth trend: Canada Child Benefit (CCB)
Q1 (April - June 2021)
Image Description
Showcases the top five trends for the first quarter (April – June 2021).
We saw trends in service issues related to the following areas:
First trend: COVID-19 Benefits
Second trend: Contact Centre – Individual Tax Enquiries
Third trend: Contact Centre – Validating COVID-19 Emergency Benefits
Fourth trend: CRA Accounts
Fifth trend: Contact Centre – Individual Tax Enquiries – e-Services Support
March 2022
| 2022 | 2021 | % change | |
|---|---|---|---|
| Enquiries | 339 | 816 | -58% |
| Complaints (includes urgent requests) | 265 | 490 | -46% |
| Urgent requests | 75 | 129 | -42% |
February 2022
| 2022 | 2021 | % change | |
|---|---|---|---|
| Enquiries | 233 | 592 | -60% |
| Complaints (includes urgent requests) | 204 | 422 | -52% |
| Urgent requests | 50 | 65 | -23% |
January 2022
| 2022 | 2021 | % change | |
|---|---|---|---|
| Enquiries | 262 | 447 | -41% |
| Complaints (includes urgent requests) | 233 | 277 | -15% |
| Urgent requests | 79 | 39 | +103% |
December 2021
| 2021 | 2020 | % change | |
|---|---|---|---|
| Enquiries | 178 | 278 | -36% |
| Complaints (includes urgent requests) | 183 | 183 | 0% |
| Urgent requests | 74 | 45 | +64% |
November 2021
| 2021 | 2020 | % change | |
|---|---|---|---|
| Enquiries | 189 | 209 | -10% |
| Complaints (includes urgent requests) | 178 | 189 | -6% |
| Urgent requests | 70 | 38 | +84% |
October 2021
| 2021 | 2020 | % change | |
|---|---|---|---|
| Enquiries | 244 | 279 | -13% |
| Complaints (includes urgent requests) | 227 | 240 | -5% |
| Urgent requests | 104 | 45 | +131% |
September 2021
| 2021 | 2020 | % change | |
|---|---|---|---|
| Enquiries | 233 | 198 | +18% |
| Complaints (includes urgent requests) | 240 | 283 | -15% |
| Urgent requests | 128 | 41 | +212% |
August 2021
| 2021 | 2020 | % change | |
|---|---|---|---|
| Enquiries | 373 | 185 | +102% |
| Complaints (includes urgent requests) | 400 | 238 | +68% |
| Urgent requests | 231 | 30 | +670% |
July 2021
| 2021 | 2020 | % change | |
|---|---|---|---|
| Enquiries | 605 | 252 | +140% |
| Complaints (includes urgent requests) | 590 | 388 | +52% |
| Urgent requests | 310 | 169 | +83% |
June 2021
| 2021 | 2020 | % change | |
|---|---|---|---|
| Enquiries | 569 | 248 | +129% |
| Complaints (includes urgent requests) | 464 | 246 | +89% |
| Urgent requests | 281 | 40 | +603% |
May 2021
| 2021 | 2020 | % change | |
|---|---|---|---|
| Enquiries | 779 | 222 | +251% |
| Complaints (includes urgent requests) | 448 | 250 | +79% |
| Urgent requests | 182 | 63 | +189% |
April 2021
| 2021 | 2020 | % change | |
| Enquiries | 716 | 284 | +152% |
| Complaints (includes urgent requests) | 415 | 327 | +27% |
| Urgent requests | 163 | 56 | +191% |
2020-2021
Figure - Text version
| APR | MAY | JUN | JUL | AUG | SEP | OCT | NOV | DEC | JAN | FEB | MAR | TOTAL | |
|---|---|---|---|---|---|---|---|---|---|---|---|---|---|
| Enquiries | 284 | 222 | 248 | 252 | 185 | 198 | 279 | 209 | 278 | 447 | 592 | 816 | 4,010 |
| Complaints (includes urgent requests) | 327 | 250 | 246 | 388 | 238 | 283 | 240 | 189 | 183 | 277 | 422 | 490 | 3,533 |
| Urgent requests | 56 | 63 | 40 | 169 | 30 | 41 | 45 | 38 | 45 | 39 | 65 | 129 | 760 |
Image Description
Showcases the top five trends for 2020-2021.
We saw trends in service issues related to the following areas:
First trend: COVID-19 Benefits
Second trend: CRA Accounts
Third trend: Contact Centre – Individual Tax Enquiries
Fourth trend: Income Tax and Benefit Returns and Adjustments
Fifth trend: Canada child benefit (CCB)
March 2021
| 2021 | 2020 | % change | |
| Enquiries | 816 | 127 | +543% |
| Complaints (includes urgent requests) | 490 | 139 | +253% |
| Urgent requests | 129 | 49 | +163% |
February 2021
| 2021 | 2020 | % change | |
| Enquiries | 592 | 132 | +348% |
| Complaints (includes urgent requests) | 422 | 130 | +225% |
| Urgent requests | 65 | 17 | +282% |
January 2021
| 2021 | 2020 | % change | |
| Enquiries | 447 | 92 | +386% |
| Complaints (includes urgent requests) | 277 | 138 | +101% |
| Urgent requests | 39 | 21 | +86% |
December 2020
| 2020 | 2019 | % change | |
| Enquiries | 278 | 55 | +405% |
| Complaints (includes urgent requests) | 183 | 92 | +99% |
| Urgent requests | 45 | 18 | +150% |
November 2020
| 2020 | 2019 | % change | |
| Enquiries | 209 | 105 | +99% |
| Complaints (includes urgent requests) | 189 | 112 | +69% |
| Urgent requests | 38 | 30 | +27% |
October 2020
| 2020 | 2019 | % change | |
| Enquiries | 279 | 104 | +168% |
| Complaints (includes urgent requests) | 240 | 102 | +135% |
| Urgent requests | 45 | 31 | +45% |
September 2020
| 2020 | 2019 | % change | |
| Enquiries | 198 | 80 | +148% |
| Complaints (includes urgent requests) | 283 | 111 | +155% |
| Urgent requests | 41 | 20 | +105% |
August 2020
| 2020 | 2019 | % change | |
| Enquiries | 185 | 96 | +93% |
| Complaints (includes urgent requests) | 238 | 130 | +83% |
| Urgent requests | 30 | 35 | -14% |
July 2020
| 2020 | 2019 | % change | |
| Enquiries | 252 | 145 | +74% |
| Complaints (includes urgent requests) | 388 | 145 | +168% |
| Urgent requests | 169 | 28 | +504% |
June 2020
| 2020 | 2019 | % change | |
| Enquiries | 248 | 160 | +55% |
| Complaints (includes urgent requests) | 246 | 130 | +89% |
| Urgent requests | 40 | 35 | +14% |
May 2020
| 2020 | 2019 | % change | |
| Enquiries | 222 | 178 | +25% |
| Complaints (includes urgent requests) | 250 | 150 | +67% |
| Urgent requests | 63 | 22 | +186% |
April 2020
| 2020 | 2019 | % change | |
| Enquiries | 284 | 141 | +101% |
| Complaints (includes urgent requests) | 327 | 128 | +155% |
| Urgent requests | 56 | 22 | +155% |
2019-2020
Figure - Text version
| APR | MAY | JUN | JUL | AUG | SEP | OCT | NOV | DEC | JAN | FEB | MAR | TOTAL | |
|---|---|---|---|---|---|---|---|---|---|---|---|---|---|
| Enquiries | 141 | 178 | 160 | 145 | 96 | 80 | 104 | 105 | 55 | 92 | 132 | 127 | 1,415 |
| Complaints (includes urgent requests) | 128 | 150 | 130 | 145 | 130 | 111 | 102 | 112 | 92 | 138 | 130 | 139 | 1,507 |
| Urgent requests | 22 | 22 | 35 | 28 | 35 | 20 | 31 | 30 | 18 | 21 | 17 | 49 | 328 |
2008-2023
Figure - Text version
| 2008 -2009 |
2009 -2010 |
2010 -2011 |
2011 -2012 |
2012 -2013 |
2013 -2014 |
2014 -2015 |
2015 -2016 |
2016 -2017 |
2017 -2018 |
2018 -2019 |
2019 -2020 |
2020 |
2021-2022 | 2022-2023 | |
|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|
| Complaints | 1,038 | 1,190 | 1,305 | 977 | 1,138 | 2,735 | 1,434 | 1,487 | 1,490 | 1,922 | 1,920 | 1,507 | 3,533 | 3,847 | 2,188 |
*Disclaimer: Please note that the numbers shown in the charts and tables may change.
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