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The computer problems bedevilling the Canada Revenue Agency have been traced to a software maintenance conducted on March 4, the tax-collection agency says, and it might be several more days before the problem is corrected.
The computer glitch, which happened late Sunday night or early Monday morning, has prevented people from using the online personal tax return systems called Netfile, Telefile and Efile. The tax-collection agency said it is bringing all systems back online gradually.
The CRA says that the problem is also interfering with the processing of returns filed on paper, or returns filed electronically before the system interruption. Refunds will be delayed until processing is resumed.
The agency has shut down public access to electronic services until the systems are restored, an announcement from, the CRA said late Wednesday afternoon, but it might still be "a matter of days before the system problems are completely resolved."
The problem is not the result of illegal activity, computer hackers or a virus, the statement said.
Until the problem is fixed, taxpayers can still prepare their tax returns with personal tax software and file them in one of two ways, said Intuit Canada's corporate communications manager Jennifer Ladd.
They can wait for Netfile to return to service, or they can print their returns and mail them to the CRA. Products such as Intuit's Quick Tax generate a barcode for printed returns, which allows the CRA to process the returns faster than a standard printed return.
The CRA said that all people who expect to get benefit payments, including the March 20 Universal Child Care Benefit and Canada Child Tax Benefit and the April 5 Goods and Services Tax and Harmonized Sales Tax Credit, will get them on time.
The CRA also said it would be able to determine whether the computer problem affected those who had already filed their returns electronically.
"It is too soon to speculate on whether the filing deadline will be extended," the statement said. "The CRA fully expects to restore all services well in advance of the filing deadline."
One source close to the matter speculated it might be Monday before full electronic filing is restored.
The problem has not affected electronic services for businesses, including My Business Accounts, or employer remittances of payroll deductions, Goods and Services Tax and Harmonized Sales Tax remittances, or the Business Number registration system.
GST payments can still be processed.
