I was recently speaking with Minister Bibeau and I told her that the CRA should be run like the Charities Directorate. When I call the other part of CRA, I struggle to get through, and it can take 2 weeks and hours of my time. When I call the Charities Directorate, I get through in 2 minutes and can speak with a Senior Analyst in another 2 minutes.
I often tell people that it can make a lot of sense for a registered charity to call the Charities Directorate. They have an 800 number. It is 1-800-267-2384. They answer quickly. And depending on the question, the information they provide can be quite useful.
If, however, you have a complicated or factually involved matter, calling an 800 number may not be the best thing to do. But for those who don’t have a charity lawyer that they have retained, it can be, in some cases, very useful.
Keep in mind the Charities Directorate is not providing legal advice, and they do not have your full file in front of them.
There are instances where it is definitely better to retain a lawyer and obtain legal advice.
Here is a note from CRA that encourages groups to call the Charities Directorate at 800 number.
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Client Services 101 – Our representatives are here to help!
- Some people believe that reaching out to the Charities Directorate could lead to negative consequences. That’s a MYTH! In fact, it is the opposite – we are here to support you. Contacting us is the best way to make sure that you understand your obligations and responsibilities as a registered charity.
Full text
When you call our client service team, you can speak with representatives such as Nicolas, who can provide you with one-on-one help:
Hi, my name is Nicolas and I have been a Client Service Representative for almost six years. What I enjoy the most in my job is the positive feedback I receive from numerous charities, qualified donees and members of the public after I’ve provided them with guidance or answers to their questions. It’s humbling to know I can play a small part in helping them. It provides me with a sense of community, which essentially mirrors the goals of the people and organizations I have been tasked to help. For me, a great representative is someone who actively listens, knows how to solve problems, shows empathy, and is a good communicator. Here are a few ways my colleagues and I can help you.
A response within 2 minutes!
Did you know that, on average, when you call the Charities Directorate’s Client Service team, we will respond within two minutes? We value your time. Whether you are looking to register your organization, want to make changes to your organization or account, need help with a specific issue, or have a quick question, we can provide accurate information specific to your situation, in the official language of your choice.
Responding to written questions
If you prefer sending a written question, we can help you as well! Our goal is to review and respond within:
- 45 days for routine cases
- 120 days for complex cases
As you can see, we are busy with lots of questions, but you should never hesitate to send in a question.
Accessing My Business Account
To request changes to your registered charity’s account or to submit other written enquiries, we highly recommend using My Business Account (MyBA). This is a fast, secure and easy way for you to access and update your charity’s account information. Using MyBA also ensures that your enquiry is received immediately by the CRA, without mailing delays. You are also provided with a case number which can be used for follow-up enquiries.
For information on making specific changes to your charity’s account, go to Making a change to your organization.
We’re here to help
When you contact the Charities Directorate, we can provide you with:
- general information about registered charities
- information on how to apply for registration online
- information on how your charity should properly issue official donation receipts and how to fill out the annual information return (Form T3010)
- guidance on changing your charity’s legal name, mailing or email address, purposes, activities, and more
For any charities-related questions, please call our Charities Directorate client service team at 1-800-267-2384. We are available to help you Monday through Friday, from 8 am to 5 pm, Eastern time.
Published on: November 5, 2024