Service Commitments & Standards In Tax Administration Brochure

The Ontario Ministry of Revenue and its employees are dedicated to meeting the following service commitments and standards in tax administration:

Service Commitments

1. Impartial and Professional Service
   We will provide impartial, professional and courteous service and provide a means for you to hold us accountable for the services we provide. We will be pleased to deal with you or your authorized representative.
2. Privacy and Confidentiality
   We will keep your tax returns and other information secure and confidential.
3. Accessible Information
   We will offer clear, understandable and current tax information and will make this information available to you through various media.
4. Assistance
   We will provide timely, accurate responses to questions and requests for tax information. We will explain to you the tax implications of your current tax situation and if you seek to learn more about your liability and how it is determined, offer you the option of meeting with us.
5. Reliable Written Information
   We will provide written information that you can rely on.
6. Education
   We will provide education and information programs on specific tax issues.
7. Voluntary Disclosure
   We will allow you to voluntarily disclose your tax situation without incurring a penalty or being prosecuted for tax violations under certain conditions.

Service Standards

1. Government Common Services Standards
   We will meet the Ontario Public Service common service standards for telephone, mail, walk-in service, and also for customer feedback/complaint resolution.
2. Core Business Service Standards
   We will establish standards and provide a high level of service in all of our core tax administration business areas, including but not limited to, registrations, taxroll update, account adjustments, audit and collections.
3. Objections and Appeals
   We will advise you of how to file an objection and an appeal within the specified time periods, if you disagree with a tax decision.
4. Refunds
   We will provide you with a timely refund or equivalent credit for all overpayment of taxes, provided that you do not owe money under another provincial tax statute.

We want to hear from you! We value your input on how we can continue to meet taxpayer needs and improve our services. If you have had an interaction with tax administration, we invite you to complete the Quality Service Questionnaire. Your feedback can help to ensure that we are achieving our goal of applying tax laws with fairness and courtesy.