“We identified the need for an Agency-wide policy on issuing apology letters to taxpayers who have not received the level of service from the Canada Revenue Agency to which they are entitled.
So far, Parliament has declined proposals to mandate what duty federal auditors owe taxpayers to be fair and accountable. In 2016, a motion by the Conservatives to “establish an enforceable duty of care” was beaten by a vote of 210 to 84.
At Commons public accounts committee hearings in 2017, MPs protested that the CRA wouldn’t apologize even when it was caught engaging in misconduct. That year, the Auditor General said the Agency misrepresented figures when it claimed a 6% error rate in answering taxpayer questions at call centres. In reality, the error rate averaged 29% and went as high as 84%.
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