Mission, vision and principles

Mission

Our mission is to enhance the Canada Revenue Agency's (CRA) accountability in its service to and treatment of taxpayers and benefit recipients through independent and impartial reviews of individual complaints and systemic and emerging service-related issues.

Vision

To be recognized for our expertise in promoting fairness and for our value in helping the CRA provide the highest level of service.

Principles

Independence

• The Ombudsman operates at arms length from the CRA.

Impartiality

• The Ombudsman is neither an advocate for the taxpayer, nor a defender of the CRA.
• The Ombudsman considers the position and perspective of both the taxpayer and the CRA when examining a complaint or issue.

Fairness

• The Ombudsman acts with equity and justice.

Confidentiality

• The Ombudsman holds all communications with those seeking assistance in strict confidence and does not disclose confidential communications unless given permission to do so.