He doesn't work for the Canadian Revenue Agency (CRA) and he doesn't work for the general public. Paul Dubé is an “independent and impartial officer” who doesn't take sides.
“We call it as we see it,” he said. Dubé's outreach tour stopped in Sudbury on June 3.
In 2008, Dubé became the country's first taxpayers' ombudsman.
Before his position was born, the only place taxpayers could bring their concerns about the CRA was back to the agency.
“That doesn't inspire much confidence,” Dubé said.
Dubé said his office receives about 5,000 complaints a year. Not all the concerns citizens raise fall into the ombudsman's mandate, so only about 1,000 calls are turned into cases on an annual basis.
Dubé said there has been about 10 per cent growth in the number of people using the service each year. He believes the increase is a result of awareness, and not because the CRA is doing less good work.
Dubé backed up his belief by commenting that more and more people are calling about issues the ombudsman can address within its mandate.
“Our outreach is bearing fruit,” he said.
Dubé said he was did not know specific statistics for Sudbury's CRA location.
He did say it is one of the biggest centres in Canada, and handles taxes from metro Toronto to northern Ontario.
Dubé said the issues like inconsistency, unfairness and the inability to reach the CRA representatives are common concerns the ombudsman can address.
He said when people contact the ombudsman, they can expect results ranging from apologies to the cancellation of interest fees.
Part of what the ombudsman does is provide timely service. Dubé said by the time people contact them, they are already frustrated. That's why the ombudsman strives to offer quick, personable service.
He said everyone who contacts the agency will receive verification that their complaint has been dealt with within 48 hours and updates will be given every 15 days during the time the case is open.
“We have service standards,” Dubé said. “Our objective is always to give the best service (we) can.”
For more information about the taxpayers' ombudsman, visit oto-boc.gc.ca.
