We never notify you by email or text in the following cases:

• You received a payment.
• You're entitled to a refund.
• A money transfer was made.

We never notify you of the following by email or text:

• the nature of a change made to your file
• details of a document sent to you online

We never notify you by email or text that we didn't receive your income tax return.

We never ask for the following by email or text:

• your social insurance number
• your banking information
• a password or passphrase
• a confidential code
• any other personal information

We never leave phone messages with confidential information.

We never send documents online only without your consent.

We may send you an email and/or text alert if certain incidents occur in your file. You can sign up in four ways:

• Accept the new conditions for use in My Account for individuals.
• Sign up in My Account.
• Contact us.
• Check box 10.3, 10.4 or 10.5 on your income tax return.

To learn more, see Alerts.

You can receive documents online or by mail. By default, you'll receive them by mail. 

To receive documents online only, you must give your consent. If you don't think you consented or if you would like to make a change, see Receiving Documents Online Only.

We may call you on behalf of the Québec government if you have a collection file being processed. If we leave you a voicemail asking you to call us back at one of the following numbers, it is perfectly safe to do so: 

• 1 866 242-4482
• 1 866 832-6816
• 1 877 422-7935
• 1 877 422-7924
• 1 888 890-4042

You may also receive a call from 1 888 830-7747, even outside normal business hours. If you call us back at this number, you'll need the extension of the person who called you. If they didn't leave a message, you don't need to call back.

To continually improve the client experience, we regularly conduct surveys and consultations. To do so, we may contact you by phone or by means of a letter or newsletter.

If we left you a message about a survey or consultation, you can call us back at 1 888 830-7747. You'll need the extension number of the person who called you.

If we didn't leave a message, you don't need to call us back.

Third-party surveys and consultations

We sometimes hire third-party firms to conduct our surveys and consultations. You can rest assured that:

• The surveys meet legal provisions guaranteeing the protection of confidential information.
• Participation is voluntary and anonymous.
• There are no consequences for declining.
• No one can ask you for tax information on our behalf. 

At your request, we can send you, by text or automated call, a temporary access code to access My Account for individuals through a sign-in partner.

At your request, we can email you a verification code to confirm your email address.

At your request, we can send documents and information by secure email to protect confidentiality.

If you make such a request by phone or in writing and we reply by secure email, it's perfectly safe to continue the exchange.

We sometimes invite people to participate in pilot projects. If you're part of a targeted group, we'll send you an invitation letter.

Newsletters and mailing list emails are only sent to subscribers.

We use the Canadian communications platform Cyberimpact to send emails when we publish:

• press releases
• job openings
• newsletters for businesses, seniors or professional representatives
• Tax News articles
• news about teaching materials for the Financial Education Program for secondary students