1The indicator of uncashed cheques disappears

I found the CRA’s decision to eliminate this useful piece of information in Autofill My Return puzzling.  This indicator was only introduced last year.  It was also disappointing that the CRA provided no explanation for this decision to its CVITP volunteers.

2Signing up for direct deposit is no longer possible

This option has been available for many years now within the UFile software.  The CRA announced it was eliminating this option during the peak period.  This is unfortunate because this was a convenient way to sign clients up for direct deposit.  No doubt the CRA has its reasons for doing away with this option.  But as with the decision regarding the uncashed cheques indicator, it was disappointing that the CRA provided no explanation for this change to its CVITP volunteers.

3Training is not useful

Each year, the Canada Revenue Agency (CRA) provides training through two means: the learning guide with case studies on the volunteer website, and webinars.  I’ve been filing returns long enough that I avoid as much of the training as possible.  Why?  I find it poorly delivered, the messages repetitive and not especially informative for anything beyond the basics.

Still, I do sit through the “What’s New” webinars for the CVITP generally and for the province where I reside and volunteer.  Unfortunately, I find even these largely a waste of my time.   The webinars review what is already posted on the website but give no other information.

Frustratingly, the webinars are structured so that you can only see the answers to the questions you ask the CRA in the chat function.  You cannot see any other participants questions or the CRA’s answers. This year, I asked six questions.  In each case, the answer I was given was unhelpful, ranging from “we don’t know” to “please consult the general CRA helpline for more information”.

4Confusion with T slips and Autofill My Return

I have already written here about the problems arising from the late posting of T slips to the CRA’s database.

5Changes to grant funding are announced late

Again, I have already written here about the poor timing of the CRA announcement as well as the level of funding it is prepared to provide CVITP host organizations for the June 1, 2024 to May 31, 2025 grant period.

6Has the return been accepted or rejected by EFILE?

Upon efiling a client’s return, a dialog box appears within a few seconds.  It confirms that the return has been either accepted by the CRA or rejected because of an error which is specified (for example, the client’s return for that year has already been received).  But sometimes, the dialog box itself generates an error, indicating the return has been rejected when, upon closer examination, one realizes it has in fact been received. The CRA has been aware of this error for a couple of years but, to date, has not corrected it.

7SimpleFile by Phone is underused (again)

Many of my clients meet me with their CRA invitation in hand to use the CRA’s “simple” method for filing called SimpleFile by Phone.  None of these clients ask for assistance to use this method.  Instead, all want me to prepare their returns.

The number of people invited each year by the CRA to use this method has been rising.  Last year, 1.5 million residents were invited to use SimpleFile (mostly by phone but also by computer and by mail).  This year, some 2 million have been invited.  Although the service by phone was introduced in 2018 (originally under the name File My Return), it is still vastly underused.

My conclusion?  It is not simple enough for most clients to want to use it.  I will provide an update later in the year but for now, those interested in this “new” method of filing can read what I have already said about it here.

8“Thank you ” emails from coordinators at the end of the peak season

Late in May, the CRA’s local CVITP coordinators sent out generic messages thanking us – but it was not clear if the message was addressed to clinic coordinators in host organizations or to volunteers.  In some regions, the message indicated they were looking for host organizations to run year-round and encouraged volunteers to set up on their own (if their host organization was not providing the service year-round) to continue running outside of the peak season.  As a colleague of mine pointed out to me, volunteers who set up on their own will not be eligible to receive any grant funding ($5 per return filed) to cover their costs like printing the printing of returns.

I’m puzzled as to why the CRA’s local CVITP coordinator in my area did not include this message of encouragement.   There are very few host organizations and volunteers in my area offering CVITP services outside of the peak season. 

9What to make of these End-of-Season surveys and their results?

Like other volunteers, I received the CRA request to fill out the survey just a couple of weeks ago. Ironically, it is called the end-of-season survey even though the return filing period for 2025 continues until January 2026.  I filled out the survey, although I’m not sure if my results were ever received as the CRA’s local CVITP coordinator in my area subsequently sent a message saying there had been technical problems receiving submissions.

The CRA published the results of the end-of-season survey for 2024 (which was conducted around the same time last year) only in early June 2025.  Why does it take the CRA over a year to compile and report the results?

I find these “end-of-year” surveys and the reported results disappointing: they provide very little information other than give a few characteristics of the survey respondents and their satisfaction levels with various items.  The reported satisfaction levels are misleading as usage rates for the various items are not given.  They are also selective.  For example, satisfaction levels for Autofill My Return and UFile (reported in the 2023 survey) were absent.

There is no attempt to collect and share information on issues that are important for future planning.  For example, do clinic coordinators have problems recruiting volunteers?  Are their clinics able to meet client demand for the CVITP service?  What percentages of host organizations and volunteers plan to provide CVITP services outside of the peak season?  This is a missed opportunity for collecting and sharing valuable information for planning the next season.

1Incorrect information on the Canada Carbon Rebate

For those provinces that provide the Canada Carbon Rebate (CCR), the estimates initially shown in the software reflected the same benefits as for the 2023 version (in other words, the April 2024 to January 2025 benefit period).  Late in March 2025, the federal government announced the elimination of the consumer carbon tax in parallel with the decision to make the April 2025 payment of the CCR the last one.  Shortly after this, all estimates of the CCR disappeared from the UFile return.  This means that clients have no idea of what they will be getting until the CRA sends them their CCR notice.  This lack of information undermines my credibility as a volunteer trying to provide quality services and accurate information to my CVITP clients.

2Incorrect information on provincial or territorial benefits

The estimates for some of the provincial or territorial benefits have not been updated to reflect the July 2025 to June 2026 benefit period – they continue to reflect the benefit amounts for the July 2024 to June 2025.  This means that clients are misinformed about the amounts they will be receiving.  They will only get the correct information when the CRA sends them their provincial or territorial benefit notice.  Again, this lack of information undermines my credibility as a competent volunteer.

1Mistakes in amounts paid for Guaranteed Income Supplements

I came across several cases of clients who turned 65 during 2024 and started receiving their Old Age Security (OAS) but received excessive amounts for their Guaranteed Income Supplements (GIS).  A client can receive up to $19,000 in GIS payments during the whole year; combined with OAS and other income like Canada Pension Plan, this raises their income into the $20,000-$25,000 range.

In one of the unusual cases I witnessed, the client received over $40,000 in GIS in the year they turned 65; in another case, the client received over $20,000 in GIS, thereby doubling their net income to over $40,000. These were clearly mistakes on the part of Service Canada.

I worry that in seeking to correct for its errors, Service Canada might put clients’ income security at risk.  (In several recent personal transactions, I have seen Service Canada make a surprising number of errors.  It makes me to wonder whether Service Canada’s ability to deliver basic services is in serious decline.)

2Providing information on the Disability Tax Credit Certificate and the Canada Disability Benefit

Frequently I have to explain to clients what a non-refundable tax credit is when talking about their Disability Tax Credit (DTC).  Many who have the DTC certificate wonder why they are not getting any money when they claim it.  The DTC only helps lower their income tax liabilities; if they have no income tax to pay to begin with, it does not generate income for those who have no employment income.

But the introduction of the Canada Disability Benefit (CDB) changes everything: those in possession of a valid DTC certificate could get up to $200 per month tax free.  First, though, they must apply for the CDB which will be administered by Service Canada.  (The worries I expressed above apply equally to Service Canada’s ability to deliver this new benefit.)  Service Canada recently opened applications for this benefit.

As the benefit is only available to those between the ages of 18 and 64, I speak to clients who are on provincial disability income about the CDB.  As many of these clients have never sought the DTC certificate from the CRA, I encourage them to apply, indicating that this is the first step toward applying to Service Canada for the CDB.

I volunteer at three CVITP clinics.  None of my clinic coordinators advised their volunteers to speak to clients about applying for the DTC certificate as none of them knew about the CDB.

While the CRA does not administer the CDB, it does administer the DTC certificate.  This was a lost opportunity for the CRA to inform CVITP host organizations and volunteers about this new benefit for some of the most vulnerable low-income residents served by the CVITP.

3Changes to the Canada Dental Care Plan

I also advise clients between the ages of 18 and 64 that they should expect to receive a letter in May 2025 informing them that they are now eligible to apply for coverage under the Canada Dental Care Plan.   This will make a big difference to many residents in this age group who have previously had no government support with their dental expenses.  This is another program managed by Service Canada (!).

1Private sector

I remain surprised by clients’ stories about dealing with private sector service providers.  Some of the claims they make include: no explanation provided of the figures in their return; no clear request to EFILE on the basis of the client’s permission; filing their spouse’s return without their spouse’s permission, knowledge or understanding of what is in their return; and signing up the client for email communications with the CRA when the client has no access to their CRA account.

I suspect that the preparation of returns for low-income clients does not represent a significant source of income for private sector service providers.  However, clients expect private sector service providers to adopt a professional approach; after all, that is what they are paid for.  But it is not always what they get.

2CVITP clinics

From time to time, a client meets with me to ask about their return.  Their return has already been filed by a volunteer at another CVITP host organization.  But the client received little or no documentation when the return was filed.  And they profess to have little or no knowledge of what was in their return.

Many host organizations and their volunteers have a heavy schedule during the March-April period.  They want to serve all the clients seeking to get their returns filed.  If there are many clients and few volunteers, they may feel pressured to provide rapid service.

However, once a client’s return has been filed, the volunteer is no longer part of the process.  Thereafter, as far as the CRA is concerned, it is the client who bears the responsibility for any errors that may have been made in preparing the return.

As volunteers, we need to give our clients sufficient understanding of their return to get informed consent to file, and to arm them with the knowledge they need to answer any questions the CRA may raise about their return.