The ombudsman said the delays affect rights under the Taxpayer Bill of Rights and prompted a systemic investigation into the agency's workflow.
Boileau acknowledged the CRA is under pressure but emphasized that delays cause real issues for taxpayers seeking redress.
The investigation aims to understand root causes and what the CRA is doing to meet service standards.
The ombudsman's office requested the CRA encourage online filing of T1 adjustment requests to speed processing.
The report also criticized the growing complexity of the tax code, citing personal tax account issues, call center inaccuracies, and administrative gridlock despite a 31% workforce expansion.
Boileau described the Income Tax Act as "completely nuts" and called for simplification before automatic tax filing can proceed safely.
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Tax specialists expressed surprise at the severity of backlogs, with accountant Tom Laios noting that routine online submissions using the "Change my return" function have a two-week standard, but complex files face extended delays.
