How to Contact the CRA Without Losing Your Mind

In our fast-paced world, sometimes picking up the phone is the best way to ensure proper communication and get a problem resolved for our clients.

Although you may not have time for a friendly chat, our friends at the Canada Revenue Agency (CRA) do. Emails are a frequent way to communicate on a timely basis, but the CRA does not send or receive emails relating to business inquiries.

In the spirit of making things a little less taxing, I’m sharing my tips and top phone numbers to spend less time on hold and put more time back in your business.

Dos and Don’ts when calling the CRA.

As they say, “A little preparation goes a long way.”

• Plan your call time during normal business hours and non-public holidays.

• Check the anticipated wait times to speak to a CRA agent.

• Ensure that you have the authorization to speak to the CRA on behalf of your client.

You will also want to have all the following on hand: 

• Your client’s business information, including:

  • Business number (BN).

  • The full legal name of the business.

  • Telephone number.

  • Complete mailing address.

  • Inquiry details, such as the latest notice of assessment, return or other tax documents.

• Paper and pen to take notes or a note-taking device.

• A good cup of java!

Be respectful:

• CRA agents are quite nice and respectful. Be kind and courteous to our fellow public service employees. 😊 Fact: CRA agents abide by a Taxpayer Bill of Rights that must be followed during every taxpayer interaction.

Pro tips:

• Use a speakerphone to ensure you can have your hands free to review files for questions asked by the CRA agent or log in to your client’s portals to confirm information.

• Save yourself some frustration. At the beginning of the call, inform the agent of a call back number they can reach you at if for some reason you become disconnected.

• Request the agent ID number and record details of your conversation either on a note-taking device or on paper.

A list of key CRA contact numbers.

Although there are some spooky tax shenanigans that can happen, your chances of getting the culprit fixed depend on your attention to the telephone number you call.

Let’s review the telephone numbers for you to reach a perky CRA agent.

Got a GST/HST problem?

It’s best to be honest. The appeals process to have a CRA officer resolve your GST/HST objection can take anywhere from 124 days to over 500 days (as of January 2021) — it depends on the level of complexity of your GST/HST objection.

If you have questions about the status of a GST/HST objection that you’ve filed and you don’t have your Appeals Officer’s contact information, you can call the following:

Public inquiries line: 1-800-959-5513

Outside Canada: 613-940-8563 (collect call)

How to disclose a mistake.

Oops — you made a mistake! You didn’t mean to. Don’t worry — CRA may be able to give you a second chance to correct your taxes.

The Voluntary Disclosure (VDP) works through an application process. Once your VDP is approved you will still need to pay the taxes owing, plus interest in part or in full. But you may be eligible for relief from prosecution and, in some cases, from penalties that you would otherwise be required to pay. In this case, it “saves” to be honest!

How to report a scam.

In today’s digital age, fraudulent activity is bound to pop up. It’s important to report a scam if you have received a suspicious call or another type of communication from an individual claiming to be a CRA agent.

To report a scam you need to contact the Canadian Anti-Fraud Centre at 1-888-495-8501.

Here are some red flags to inform you of things CRA will never do:

• Ask for information about your passport, health card, or driver’s license.

• Demand immediate payment by Interac e-transfer, bitcoin, prepaid credit cards or gift cards from retailers such as iTunes, Amazon, or others.

• Use aggressive language or threaten you with arrest or sending the police.

• Leave voicemails that are threatening or give personal or financial information.

Check out this handy link to learn how to “Slam the Scam” and protect yourself against fraud.

Who’s up for being more efficient?

Now I’m always down for a good chat. But sometimes, little things can be fixed without talking to a real live breathing human. For this, you can use the Represent a Client site to manage your clients. As a business owner, you also have access to a My Business Account site.

Still, need a little help? Then my tax paying friend can get in-person tax help from a CRA liaison officer. Don’t let that formal title scare you away. These liaison officers are available to you free of charge to help you understand your tax obligations with no tax consequences while ensuring 100% confidentiality. Now that’s helpful!

Can you email the CRA?

No. While emails are a frequent way to communicate on a timely basis, the CRA does not send or receive emails relating to business inquiries.

Can you contact the CRA by standard mail?

Yes. You may mail most tax forms to a tax services office (TSO) or tax centre closest to you. T1 returns can only be mailed to the addresses specified here.

Save time and put it back in your business.

There are many reasons why you would need to contact the CRA — for example, filing taxes, disclosing a mistake, reporting spam, resolving GST/HST issues and having general tax and business inquiries. The issue? Sometimes it takes a while. The fix? Be prepared. Hopping on a phone call with a CRA agent is a great way to quickly resolve a problem, but it isn’t the only way to connect with them. Another option is contacting them via standard mail or you can visit a CRA agent in-person at the closest tax services office.

The advice we share on our blog is intended to be informational. It does not replace the expertise of accredited business professionals. Wagepoint assumes no responsibility for errors or omissions in this document. 

Written by Jennie Moore

Some girls like shoes, Jennie likes Fintech. Her passion to make bookkeeping simple for entrepreneurs and accounting pros is the motto behind the Fintech Details Initiative. She’s an avid figure skater, mom of 3, and cupcake connoisseur.

More content from author