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Moncton Times & Transcript ~ Tax Help Plus ~ Tax Offices ~ August 29, 2006 - 17 Sep 2006 by TaxHelp
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A letter showed up at our Saint John office earlier this summer announcing a number of changes in service at the Canada Revenue Agency (CRA). For those who routinely visit our Moncton office on King Street (at Main), you may have noticed some of them. The CRA, like all of us, are constantly adapting to the new realities as technology changes the way we do business. As a result, there is a process undertaken that tries to identify the resources (including skilled labour) and ensure that they are marshaled as effectively as possible.
At the community level, the CRA places Tax Services Offices into various cities. In New Brunswick, there are three full service TSO’s – Moncton, Saint John and Bathurst. Government offices provide a method to both wave the flag and provide some stable employment in the various communities. As a result, there is often much lobbying every time one of these projects is announced. What city, town or village wouldn’t want the additional payroll? Of course, it always seems unfair and feelings are hurt when one center is chosen over another.
And then there is the practical matter. Should a resident of Moncton have the luxury of being able to visit a counter at the TSO to have assistance with a tax matter when someone in Fredericton can’t? (On the other hand, how come you need to go to Fredericton to expedite a passport application, one might wonder?)
Anyway, with the advent of technology, the service delivery options are changing to be more uniform. For the most part no longer can the public walk into a TSO and receive help. Instead they are directed to a telephone where they will call an 800 line and speak to an inquiries agent who will try and resolve the matter. Any documentation that is needed will no longer be available at the counter. Rather, the agent will mail the information out to the taxpayer. Finally, if something cannot be resolved, an appointment will be made for another time to see someone at the office. As a practical matter, someone could argue that it is fundamentally useless to go to an office unless you have an appointment.
Even giving the government your money is more difficult. In the old days, taxpayers would go to the office and pay their tax bills or instalment payments. Now, if someone shows up with a cheque or money order, a receipt is not issued. Instead they are directed to drop the payment into the secure mailbox in front of the office. Only cash is currently taken and receipted – and this service will be eliminated at some point in the near future.
Looking for forms? While there is some limited inventory, for the most part people are directed to either download them from the website or call and order them.
Need to prove that you filed a specific document on time? Use the mail drop as the counter is no longer stamping this type of correspondence.
Some of the excellent CRA staff I’ve spoken with are concerned that taxpayers are going to be left behind with these initiatives. For many seniors, low and fixed income individuals, counter help has been a timely convenience that has insured continued social benefit payments. As the staff generally is reassigned to other functions, it is heart warming to know that their apprehension is genuine.
However, it is not all negative. Now clients across the country can receive uniform service whether they are in Plaster Rock or Edmundston. Of course, you can call the 800 line and receive service immediately and documentation in the mail a few days later. But even better, the electronic options are fantastic. If you are computer literate, and have access to the internet, with an electronic passport you can access your own tax records through the ‘My Account’ facility. Virtually all the services delivered by the CRA including the GST Credit and the Child Tax Benefit can be reviewed and changed here.
Professionals have the ‘Represent a client’ feature, which is the multi-client version. Security is significant and there are a number of checks and balances before any one file can be accessed. But once on, we can do numerous client transactions now in a matter of days, versus months if you can believe it. For those at the Agency who may have an interest in this area, as great as these self-serve options are, please do something about the speed. While processing a single adjustment can be done in ten minutes or so, this is going to be completely overwhelmed as more people get on. One can just envision the volumes of taxpayers and preparers accessing the website trying to find RRSP limits or Home Buyer Plan repayment amounts next spring.
Roger Haineault is with Help 4 Taxes. His column "Tax Help Plus ..." appears each Tuesday. For questions, comments or column suggestions he can be reached by calling 855-HELP (4357) or by emailing roger@help4taxes.ca
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