September 18, 2024
Summary: When we come across problems with the Ufile software which the CVITP Helpline is unable to resolve, we have been told to contact Ufile directly. However, Ufile will usually ask for screenshots of pages in the return where the problem lies. But this risks compromising the confidentiality of client tax information that we are supposed to protect. Instead, we believe the CRA could encourage CVITP volunteers with genuine software issues to share these with their CVITP regional coordinator. The CRA would have a central database where such issues could be tracked, and which could then be used by the CRA in its discussions with the company. After all, as the party which has signed the contract and is paying for the user licences, the CRA would have more clout with UFile in getting prompt action taken to address these issues.
From time to time, we come across problems with the UFile software.
An example of a problem with Ufile
This was in the preparation of some 2019 returns. For clients who had worked and contributed to the Canada Pension Plan in that year, the UFile software calculates something incorrectly. When we try to EFile the return, the CRA system rejects it and produces the following error message:
One of the following situations applies to your client’s return:
The province or territory of residence is not Quebec.
- Line 22215 (Deduction for CPP or QPP enhanced contributions on employment income) plus line 30800 (CPP or QPP contributions) plus line 44800 (CPP overpayment) must equal line 50430 for actual total contributions on CPP pensionable earnings.
- There is an entry on line 30800 but no entry on line 50430.
- No entry on line 30800 or 50310 for CPP or QPP contributions but the total contributions from box 16 and/or box 17 on the T4 slips do not equal line 44800.
The province of residence is Quebec.
- Enter the CPP and QPP contributions on line 50310 instead of on line 30800. Enter on line 50340 the actual CPP total contribution withheld and on line 50330 the actual QPP contribution withheld.
One of us spent almost two hours on the CVITP helpline with a CRA agent who was patient enough to go through the calculations manually and confirm that the software was making a mistake. When we have subsequently come across this problem, we simply print up the return and get the client to mail it in on paper rather than try tinkering with the figures in the return. This entails a higher cost to the CRA for processing these paper returns.
Whenever we contact our CRA CVITP coordinators about such software problems, we are routinely told that we should contact UFile to take up the problem directly with the company.
We have two concerns about this approach.
First, UFile will often ask for screenshots of pages in the return to see where the problem lies. But this risks compromising the confidentiality of client tax information that we are supposed to protect.
Second, and more fundamentally, it is the CRA (not its CVITP volunteers) who has a contract with UFile to provide software which works properly. Presumably the CRA pays UFile a considerable sum for these user licences. Surely the CRA should want to know when there are problems with the software, if only to consult with the company on resolving these glitches.
We would like to see the CRA take a more proactive approach in dealing with software problems. What might this entail?
The CRA could encourage CVITP volunteers with genuine software issues to contact their CVITP regional coordinator. The CRA would have a central database where such issues could be entered and tracked. The information in this database could then be used by the CRA in its discussions with the company. As the party which has signed the contract and is paying for the user licences, the CRA would have more clout with UFile in getting prompt action taken to address these issues.
In the meantime, the CRA would issue a message to volunteers that the problem has been identified and is being looked at. This would save volunteer time trying to resolve the problem themselves or calling the CVITP helpline to get assistance.
Have you run into problems with the Ufile software? If so, what did you do? And what do you think of our suggestion above?
I have had numerous difficulties with UFile.
I have had three types of responses from UFile: (1) helpful; (2) not helpful; (3) no response at all.
I have sometimes found contacting an experienced CVITP volunteer to be useful re (2) and (3).
Otherwise, I agree with you regarding the role of the CRA.