A common scam to look out for, particularly as a newcomer, is fraudsters impersonating government representatives in a bid to gain access to your personal and financial information.
Impersonation fraud has rapidly emerged as one of the fastest-growing forms of fraud in Canada, contributing significantly to the $638 million lost by Canadians in 2024.
Some common government agencies that scammers may claim to represent include the Canada Revenue Agency (CRA), Service Canada, and Immigration, Refugees and Citizenship Canada (IRCC).
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Understanding how government agencies communicate is essential to protect yourself from the ever-changing strategies employed by malicious actors.
This article will cover
- The warning signs to identify a scammer posing as a government representative; and
- How the CRA, Service Canada, and IRCC traditionally communicate.
Types of scams to watch out for
The essence of a scam is for the scammer to convince you to do something that is not in your best interest.
Most commonly, this is one of the following:
- Giving the scammer money; or
- Giving the scammer information (which they can use to commit fraud, gain access to your funds, and/or steal your identity).
Money scams, once you know how to identify the red flags associated with them, are generally easier to identify, because the scammer will you to do things that a normal government agency would never ask. Keeping an eye out for red flags is a good way to avoid money scams.
Information scams can be trickier. This is because the government does (in certain scenarios) require you to provide personal information like your Social Insurance Number (SIN), health card number, banking info, and more. Your best bet for avoiding information scams is always to validate the identity of the person requesting the information, by going through official contact channels for that organization.
Two ways to protect yourself
There are two powerful steps you can take to protect yourself against impersonation fraud:
- Validate any and all government communications—especially unexpected ones—by going through official channels; and
- Be on the lookout for red flags in the communication that indicate a potential scam (see below).
Validating
An actual employee of a government agency will always identify themselves, providing details such as their name, agent number, and office location.
Validating the authenticity of government communication or a government agent is a powerful tool to protect yourself against fraud. The simplest way to do this is generally to disengage from the original communication, and then reach out the claimed agency through its own official channels. It is your right to verify the identity of the agent reaching out to you.
For example, if someone calls you claiming to be from the CRA, you can tell them you’d like to ask for their agent/badge number, and then to call back in to validate the authenticity of the request. If calling back in, use the official number from the government website, not your phone’s call-back feature or the number provided by the person over the phone.
A legitimate government agent will never try to convince you stay on the line rather than calling back.
Note: Impersonators can manipulate their caller ID to make it seem like a call is coming from a legitimate government agency, even though it’s not. This is known as “caller ID spoofing,” which is why it’s recommended that you authenticate the call. Never rely on your caller ID or on the caller’s phone number for validation.
Some agencies, like the CRA, will also have phone number verification tools on their official website.
Red flags
Another powerful tool is being on the lookout for red flags that indicate that a potential scam is likely.
Emotional pressure and sense of urgency
Scammers will generally encourage you to take quick action without taking the time to think things through. They do this by attempting to trigger a strong emotional response, and then encouraging you to take urgent action.
Government representatives will not interact with you in this way—there is rarely any urgency to interact with the government, and government agents will generally be polite, straightforward, and direct, rather than trying to trigger an emotional response.
You should be leery of any communication from anyone which
- Demands or pressures you into immediate action; or
- Uses threatening language, or threatens you with
Another sign to watch out for is if the communication requests strict confidentiality—this is a sign that the scammer wants to isolate you to prevent you from getting an opinion from a trusted source on how to act. When dealing with a person over the phone, for example, you can tell them “Hold on, I need to talk to my spouse about this”—a scammer will generally try to discourage you from doing so. A legitimate agent will not.
Unusual requests for payment
Most scammers are after money, and will attempt to manipulate you into giving them money in an irreversible way. Here are some examples of the means through which they might request funds. Remember that official government agents will never, under any circumstances, request payment through any of the following means:
- Interac e-Transfer;
- A private money service provider (e.g., PayPal, Zello, MoneyGram, etc.);
- Cryptocurrency, such as Bitcoin or Ethereum;
- Prepaid credit cards; or
- Gift cards from any retailer.
Government agents will also never
- Tell you to move your money to “protect” it; or
- Ask to meet in person in a public location to collect payment.
The government will also never
- Ask you to share personal or financial details through voicemail or email;
- Send you refunds by e-transfer or text message;
- Charge you a fee to speak with a call centre agent; or
- Extend to you a personal offer of reduced processing fees or faster application processing, in exchange for your providing some information or performing some action.
Having a general awareness of how the major government agencies generally communicate under certain circumstances can also help you in ensuring that the communication you’re dealing with is legitimate.
Official governmental agency communication methods
Below you’ll find a breakdown of how you can expect the following government agencies to reach out, as well as the reasons they might do so.
The Canada revenue Agency (CRA)
The CRA is the federal agency responsible for administering tax laws, collecting taxes, and delivering benefit programs (such as the Canada Child Benefit and GST/HST credits). It also oversees tax compliance, audits, and provides resources to help Canada’s workers meet their tax obligations.
A representative from the CRA may reach out to you through one of its approved communication methods: phone call, mail, or email.
There are also limited communications sent via text and automated messages—more details on that below.
Phone call or mail
The CRA will only contact you by phone call or mail in the following situations.
- To request additional information or documentation;
- Personal details such as your name, date of birth, or SIN to verify your identity.
- Details required for your tax account, such as receipts or supporting documentation.
- Financial information, such as the name and location of your bank.
- Tax returns that have yet to be filed.
- To remind you of outstanding debts you may have with the CRA
- Pay the amount you owe through verified payment options.
- Inform you of legal actions that may be taken to retrieve unpaid debts
- To notify you of actions that have or are being taken;
- A review of your tax return.
- A review of a recent GST/HST registration or GST/HST registration requirement.
- The revocation of your CRA user ID and password.
- The sending of a Notice of Assessment (NOA) or reassessment
- The initiation of an audit process.
- To offer you a service;
- Free tax help for small business owners (through the Liaison Officer service); or
- Support in accessing benefits and credits.
If you’ve received a call from the CRA, verify the number using their verification tool.
Sometimes, the CRA might send you an automated telephone message, providing courtesy reminders regarding
- Income tax and benefit return filing;
- Making quarterly tax instalment payments by the due dates; or
- Meeting filing and payment deadlines if you operate a business with a newly registered GST/HST account.
These automated messages function simply to keep you informed; you will not be asked to respond, or to provide any personal taxpayer details.
The main way the CRA communicates with you electronically is through messages that can only be accessed when logged into your CRA My Account.
The CRA will never send you an email asking for your personal or financial information. Authentic communication through email will only occur in two scenarios.
- You’ve requested a CRA form, link, or publication be sent to you following a meeting or phone call with an authorized agent.
- You’re registered for email notifications on your CRA online accounts and have been informed of a new message to view through said accounts.
Emails from the CRA will never ask for a reply or be sent from a specific user.
Text message
You will only receive text messages from the CRA regarding multi-factor authentication for its sign-in services, or if you’ve enrolled with the telephone option.
The CRA does not use instant messaging platforms such as Facebook Messenger or WhatsApp; if you receive a message on such platforms claiming to be from the CRA, report and block them immediately.
Service Canada
A federal government initiative part of the Employment and Social Development Canada (ESDC), Service Canada is the single point of access for a wide range of government programs, services, and benefits.
Service Canada will usually only provide information that you have requested or send notifications related to services you have actively enrolled in. They do not tend to send unsolicited messages or information.
Phone call
If a representative from Service Canada reaches out to you as an existing client (meaning you utilize their services in some way), they may ask for personal or financial details to verify your identity or provide/facilitate a service, which may include your
- SIN;
- Basic banking information;
- Email or home address; and
- Other personal or financial details.
Service Canada will not ask for your credit card number details over the phone.
If you’re asked for your SIN, ask yourself if the request makes sense for the particular program or department of Service Canada reaching out to you.
The government of Canada doesn’t commonly leave voicemails, but will occasionally do so if you are their client. In such cases, you will receive a number to call back, along with a request to have your SIN handy when you do.
Service Canada does not send automated messages; the only scenario in which you’ll receive an automated message is if you’ve specifically requested a call back.
As always, if you receive a call, it’s best to get an agent number or case number, and then call back in through an official communication channel to validate the authenticity of the original communication.
You’ll typically receive mail from Service Canada if you’ve requested something, rather than being sent communications unprompted. For example, if you requested employment insurance but don’t have direct deposit, they will send you physical cheques in the mail.
They will also reach out by mail regarding overpayment, such as EI overpayment.
Physical documents will be sent through the mail as well, such as passports.
When you receive mail from Service Canada, it will typically come in a beige envelope. At the time of this writing, Service Canada is also temporarily sending mail in white envelopes. Whether white or brown, all envelopes you receive containing official documents will feature the official Canada wordmark.
The government of Canada will not, under any circumstance, ask that you provide your personal information through email. If you receive an email from someone claiming to be from Service Canada asking for your credit card number or SIN, this is a fraudulent email.
The majority of communications occur through your My Service Canada Account (MSCA). You may receive emails informing you of a notification on your MSCA.
Service Canada may, on occasion, reach out to clients regarding employment insurance and emergency benefits via email.
Text message
You will not receive any communications from Service Canada through text message, including “important messages or announcements.”
The only text message you will receive from Service Canada will be for multi-factor authentication, provided it has been enabled.
Similarly, Service Canada does not communicate with clients via instant messaging platforms such as Facebook Messenger or WhatsApp.
Immigration, Refugees and Citizenship Canada (IRCC)
IRCC is the federal department in Canada responsible for dealing with all immigration, refugee, and citizenship matters. It facilitates immigration processes, offers protection to refugees, and helps newcomers settle in the country.
They typically communicate details through your secure IRCC online account, but may reach out via phone call, mail, or email.
Phone call
Permanent residents and individuals with closed files will not be contacted by IRCC over the phone.
An actual representative calling from IRCC will not ask you to confirm basic personal information that you’ve already provided on a form.
IRCC might reach out to you via phone to request additional details needed to proceed with your application or to follow up on any pending fees or loans—though they will not collect payment over the phone.
They will never ask you to provide your financial details over the phone.
Additionally, IRCC will not send you any text messages, and they are not known for leaving voicemails or automated messages.
They will not contact you via instant messaging platforms like WhatsApp or Facebook Messenger.
You may receive generalized information via mail about the immigration application process you’re interested in if you ask for it.
IRCC may also send you letters containing requests for additional information and documentation needed to complete your application.
If you submitted your application by paper, your refused application may be returned with instructions with an explanation on what needs to be changed or altered to proceed successfully.
You may also receive a letter from IRCC pertaining to next steps, such as the need to do biometrics.
IRCC will also send certain documents or receipts via mail once your permanent residence application has been approved, such as Confirmation of Permanent Residence (COPR), a PR visa (if you’re from a country that requires a visa), or your PR card.
There are also circumstances in which you’ll need to send something in, such as a passport, which will then be returned to you via mail. For example, if you’re within Canada and need a visa renewal, you’ll send in your passport and once it’s been printed, it will be mailed back to you provided your application is complete.
IRCC may send you notifications or confirmations pertaining to your application status, and they will usually be labelled as “Do not reply.”
For example, you may receive an email confirming that your payment has been received, or that your application for an Electronic Travel Authorization (eTA) has been received.
You may also receive emails from an agent with additional information, documents, or resources if you’ve requested them.
Occasionally, IRCC will send out voluntary client surveys. These do not ask for any personal information or money, and do not promise anything in return—such as expedited immigration applications.
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