Service standards are the basis of our performance management system and represent our public commitment to the level of service you can expect from us under normal circumstances.

We set targets for achieving each service standard based on operational realities and infrastructure, available resources, historical performance, degree of complexity of the work, and Canadians’ expectations.

We regularly revise our service standards to make sure they are up-to-date and relevant. When our performance results drop significantly below targets, it is a signal to us to take action.

We measure our performance against our service standards and publish the results in our departmental results report, which is tabled in Parliament every year. You can see this report by going to Corporate reports and information.

If you feel we did not meet our service standards

We want you to let us know. You can do so by using the CRA Service Complaint process. To find out how to send a service complaint, see 9. You have the right to lodge a service complaint and to be provided with an explanation of our findings.