| Caller Verification | Online Services & Transfers | The Remix | AMS | Marital Status |
|---|---|---|---|---|
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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 a Temporary Code?
These 6 alpha-numeric digits are given to the Taxpayer verbally by an agent after a TP has been locked out of their My Account receiving error code CER.097
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What is separated?
When a married or common-law couple lives apart due to a breakdown in the relationship of more than 90 days.
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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 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 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 'disable the ability to register'?
This procedure must be taken by an agent every time ACE is accessed (except for confidentiality measures).
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What is not married to married?
Follow this THG page for this type of marital status change when it follows the following progression rules.
Single to a status of married or common-law. Separated to a status of married or common-law. Divorced to a status of married, or common-law. Widowed to a status of married or common-law. |
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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?
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 Immediately block all the credentials?
This is step one of the Misuse of My Account procedures for AMS agents
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What are methods of updating a Marital Status?
Change My Marital Status on My Account, Phone, Paper filed T1 Return, EFILE, Netfile, Mail or fax, and Taxpayer meeting
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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 electronically/online?
As of the 2021 tax year, 91.4% of all Tax Returns were filed this way.
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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 the TOM 2081?
This section of the TOM advises an agent of the reasons why taxpayers may not be able to access the system.
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What is write a letter to their Tax Centre?
A Taxpayer must do this when requesting a marital status update, but the request is for a prior year and the tax return for that year has been filed and they are a benefit recipient.
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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 PPO line?
This is the line a Taxpayer is transferred to when calling about OSTC.
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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 ERR.040?
This error code in SESE indicates that a Taxpayer has received a new SIN and must re-register for My Account
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What is Updating both accounts at the same time?
Tick the box next to "Updated Spousal Account" when doing this procedure.
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