| Caller Verification | Online Services | The Remix | Transfers and Referrals |
|---|---|---|---|
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What is Enhanced Caller verification?
You use this method of caller verification when a taxpayer has a pin on file but fails to use it to authenticate themselves.
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What is My Account?
This online service allows Taxpayers to view their personal, tax and benefit information, submit documents and view letters sent by the CRA.
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What is FMR?
Taxpayers are able to file taxes using this special service if they have simple taxes and are invited via letter
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What is the Benefits line?
We transfer to this line of business and give the Taxpayer the direct number when asking about their Canada Child Benefit (CCB).
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What is Regular Caller Verification?
This method of caller verification is used to update a marital status for a taxpayers account.
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What is RAC (Represent A Client)?
We help people register for this online service when they want to get a REP ID.
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What is a Legal Representative?
This person has the same rights as a taxpayer for their tax requirements and are able to managing their CRA information including Identification
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What is the Business Enquires line?
This line of Business is where Taxpayers are transferred to when requesting to register for a GST number
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What is Simplified Caller Verification?
You use this method of caller verification when a taxpayer request a personalized remittance voucher
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What is AMS or e-services agents?
These agents assist with issuing security codes to be sent by mail.
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What is Refund Exam Code 5, 7 or 9?
A Taxpayer will be referred to Identity protection services/CEBVIPS if they want to update their address when this code is on file
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What is COE (Centre of Expertise)?
Please transfer to this line of business when a Taxpayer is asking about Capital Gains Deductions.
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What is a Control Question?
This next step in caller verification is only used after completing the highest level of security to ensure your talking to the correct taxpayer
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What is SESE?
This search engine is what contact centre agents use to find out what to do when a Taxpayer receives an error code for an online service.
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What is DAISI or the DAISI procedure?
Also a common name for a flower, this procedure must be followed when a Taxpayer says they are in receipt of, or have recently applied for, CPP payments, when updating their direct deposit information.
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What is Tier 2?
This is where you transfer a Taxpayer if during the call you discover you know the person you are speaking with.
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What is
"Multiple attempts were made by one or more callers to get information about this account. These callers were not able to verify their identity with our contact centre agents. As a result, the CRA has taken steps to protect the information on this file. You will need to submit documentation to the CRA to verify your identity. Until these documents are reviewed, you will not be able to call us to access this account. " ?
You say this statement to a taxpayer when there is a 3 strike bulletin
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What is the SIN of the taxpayer whose sign-in credential is being misused?
You need this piece of information when sending an unencrypted email to the Eservices Helpdesk if Misuse is suspected.
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What are Contact Centre Agents (Suzanne, Erin, RO's & TSO agents also acceptable)?
These individuals are the best of the best and you can never find anyone as gifted and/or knowledgeable in the entire CRA world.
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What is the PPO line?
This is the line a Taxpayer is transferred to when calling about OSTC.
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