Tax ombudsman pushes for simplified filing as complaints surge 27%

He also said the CRA could make better use of AI chatbots to answer questions online. He wants to ensure AI is used equitably and that human agents still make decisions on tax accounts. “Whether I like it or not, it’s the way of the future,” Boileau said. “If it can help contact centre agents to have a better understanding of the issue at hand and what has been said consistently with other similar situations, that might be helpful.”

Asked about scaling up automatic filing, Boileau pointed to the size and complexity of the Income Tax Act. “It’s completely nuts … Maybe it’s time to streamline a little bit,” he said.

John Fragos, spokesman for National Revenue Minister François-Philippe Champagne, pointed to the 100-day plan as proof the government is dedicated to improving service. He said scaling up automatic filing will help Canadians access benefits they are entitled to while safeguarding confidential taxpayer information and improving tax fairness.

The barrier to broader automation remains the tax code itself. Boileau's report does not propose specific legislative changes. His comments suggest simplification is a prerequisite. The government's 2029 target for 5.5 million pre-filled returns will require both technological upgrades and a simpler set of rules to feed into them.