Public Service Alliance of Canada BC

A dispute between Revenue Canada and its employees has prompted a plea to Kelowna residents over impending cuts to walk-in counter services.

Covering two thirds of a page in the April 5 edition of the Capital News, the Public Service Alliance of Canada and Union of Taxation advertisement states the Canada Revenue Agency is reducing services at its counters as of April 30, followed by a statement saying residence can no longer walk in and get answers about individual or business tax returns, the GST rebate or family tax credit.

But walk-in services have not been cut in this area-at least not yet say a CRA official.

“We won’t be going to appointments only for at least another year and that will only be once we’ve done pilot (studies) across the country,” said Dan McGrath, Southern Interior communications manager for Canada Revenue Agency.

As of June, the agency will begin making appointments for those who don’t want to wait in line, but will still offer drop-in counter service.

It is also showing people how to use internet client services and promoting its toll-free telephone number.

“Like many organizations, the advances in technology made many things possible that weren’t before,” said McGrath.

“We’ve got a long-term goal and the idea is to migrate people to affordable, equitable and accessible service channels.”

The changes are an attempt to trim $438.9-million from the Canada Revenue Agency’s overhead by 2010, in compliance with recommendations made in a review of federal spending in February 2005.

As one of several cities selected to take part in the service reduction pilot studies, Kelowna’s client service office in the Dixon Avenue Landmark Square building can no longer accept cash payments, giving those who try to pay the government a form to take to their bank.

“For the elderly this is a big deal. They’re having to come down here, a lot of them can’t drive, they’re having to take public transit.” said Sara Redd, president of the local Union of Taxation Employees.

And that’s just the start she said.

Describing communication between the employer and the union as strained, Redd said employees don’t know where or when different portions of the overall service changes will take effect and believed at the time their national offices placed the add that the information was true.

“This ad may be more applicable in terms of the date to another part of the country, but we are expecting the service to be reduced,” said Redd.

The Canada Revenue Agency contends the changes amount to more efficient service for most clients and better use of tax dollars.

“Virtually 95 per cent of the requests for information we get we can answer over the phone or the internet,” said McGrath.

The Canada Revenue Agency agents are showing people how to access their online personal accounts at terminals in the local office to pull up tax forms, back taxes and answers to their questions.

Two years ago the department switched to a national call centre system, meaning those who call in with questions are transferred to the first available agent in call centres across the country, whereas residence once called their local office.

Asked if the union woes amount to fear over job loss, Redd was adamant its opposition stems from a desire to ensure the public has access to government services.

“Our communities rely on these services, particularly the elderly and low income individuals and people with disabilities. It is very important that we try and maintain these services for our communities,” she said adding the 1-200 (toll free) line can be convoluted for these residence.

McGrath confirms no one in Kelowna has lost a job. Eleven employees were offered positions in other areas of the Canada Revenue Agency office, while 14 other counter staff stayed on to continue service.

Two other services, a client feedback form and on-demand T4 print outs are also gone from the local office.

Those who want to request a T-4 print out can still make the request at the service centre, but must wait for the document to arrive in the mail.

The union is asking the public to contact local MPs to protest the cuts.

The Canada Revenue Agency says it will review changes before moving forward.

“There will be ongoing evaluations. At some point there will be a time for use to sit down and say, OK how is this working?” said McGrath

source: Kelowna Capital News – Friday April 14, 2006 – Union looks to public for support in protesting changes by Jennifer Smith – Staff Reporter