City Launches New FILE Initiative to Support Residents with Taxes

The New Initiative is a Comprehensive Communications & Outreach Strategy that Aims to Increase Awareness of Tax Requirements & Offer Direct Support to Taxpayers

Monday, March 16, 2026 - Cleveland - The City of Cleveland announced its brand-new FILE initiative (Filing Income Locally & Efficiently) as a way to boost education about taxpayer filing requirements for those who live and/or work in the city. Cleveland operates and is a member of the Central Collection Agency (CCA), a regional tax collection organization that collects local income taxes on behalf of municipalities. This new initiative was spurred by feedback from the community, who cited lack of awareness regarding filing requirements.

"This time of year is known for two things - madness on the basketball court and stress associated with tax-iety, which is why we're putting on a full-court press to educate our community about our local tax requirements," said Danielle Clark, Income Tax Administrator for CCA. "We know, from previous conversations and taxpayer interactions, that we need to get better at raising awareness in our community on this topic - and are planning to address these challenges head-on through our new FILE initiative."

REQUIREMENTS
In most cases, those who live in Cleveland, conduct business in Cleveland, or profit from a rental property they own in Cleveland must file a 2025 Individual City Tax Form. Both an interactive version and a printable version of the form can be found on CCA's website. It is highly-recommended that taxpayers utilize the interactive form, as that version automatically calculates whether they underpaid and must make a payment or they overpaid and are entitled to a refund.

Those with a filing obligation who have no municipal taxable income must file a 2025 Exemption Certificate. The interactive version and printable version of this certificate can also be found on CCA's site. Individuals who may be exempt include those who are retired (e.g. only receive a pension, Social Security, etc.), those who did not earn any income the entire year (e.g. received public assistance, disability benefits, unemployment, etc.), members of the Armed Forces, and others.

The deadline for filing your 2025 Individual City Tax Form (or Exemption Certificate) is April 15th.

REFUNDS
If a taxpayer is owed a refund, they have the option to use that overpayment as a credit toward next year's tax obligations or can choose to receive the refund directly. Taxpayers who are owed a refund must complete their Tax Form AND a 2025 Refund Worksheet. They must file both documents with CCA either via mail or in-person at CCA's Main Office (the online system does not have the capability to process refund requests at this time). CCA then processes the refund request and either credits the overpayment towards next year's tax obligations or mails a check to the address on file, depending on which option the taxpayer chooses. If no option is chosen, CCA will automatically credit it to next year.

HOW TO FILE, PAY, & REQUEST REFUNDS
CCA offers several options to accommodate the various preferences of taxpayers.

ONLINE (filing + payment):
For most taxpayers, the easiest and most efficient way to file the Tax Form or Exemption Certificate, and pay any owed taxes, is through eFile - CCA's electronic filing system. This is a one-stop-shop where taxpayers can file forms/certificates, review estimates, view prior year credits, and make payments all through this same system. Users must create an account to be able to log in, submit forms, and upload necessary documentation.

The biggest benefit this method offers for taxpayers is immediately knowing if they owe money and exactly how much they owe. Once a form is finalized, the system uses that information to auto-calculate an estimated amount for payment. Payments can then be made instantly through the same system via credit card or bank transfer. The system can be accessed 24/7.

PLEASE NOTE:
Although most individual taxpayers can complete all requirements through eFile, there are instances where some must file paper forms in-person or via mail. This includes taxpayers who have business income (Schedule C), rental / supplemental income (Schedule E), and those who overpaid - as, again, the eFile software does not have the capability to process refund requests at this time.

Filing criteria can be found on the eFile page of CCA's website.

IN-PERSON (filing + payment + refund):
Taxpayers can obtain, fill out, and turn-in paper Tax Forms or Exemption Certificates at CCA's Main Office. That address is 205 West Saint Clair Avenue, Cleveland, OH 44113. Payments and refund requests can be made in-person as well.

Taxpayers can also receive one-on-one assistance with a CCA professional who can answer questions and provide direct support in fulfilling all municipal tax requirements. Walk-ins are welcome anytime the office is open. No appointments necessary. CCA's office hours are weekdays from 7:30 AM to 4:00 PM. Wait times are dependent on the number of taxpayers currently receiving assistance. It typically gets busier, and wait times may be longer, as the April 15th deadline approaches. Taxpayers are asked to bring all necessary documents with them to ensure CCA can fully support them in meeting their needs.

MAIL (filing + payment + refund):
Taxpayers can print the Tax Form or the Exemption Certificate, fill it out, and mail it to CCA. Again, it is recommended that taxpayers use the interactive forms so they know whether they need to submit an accompanying payment or not. If money is owed, payments can be made by mail via check or money order payable to: CCA - Municipal Income Tax.

Tax forms, exemption certificates, and payments should be mailed to: CCA - Division of Taxation, P.O. BOX 94723, Cleveland, OH 44101-4723.

Refund requests should be mailed to: CCA - Division of Taxation, P.O. BOX 94520, Cleveland, OH 44101-4520.

PLEASE NOTE: Delays and other unexpected issues may impact filing and paying in a timely manner when done by mail - which is why taxpayers are encouraged to use the online or in-person options, if possible. For those who need to use USPS, it is best practice to mail all necessary documents well before the deadline to ensure it is received in time. Any forms, certificates, and/or owed payment sent via mail must be postmarked by the April 15th deadline. New USPS rules recently clarified that mail doesn't necessarily get postmarked the same day it is given to a carrier, put in a mailbox, or dropped off at a Post Office. Taxpayers using the Postal Service should follow USPS recommendations by requesting a manual postmark at the retail counter of a local Post Office, station, or branch "to ensure that their mailpiece receives a postmark containing… the date on which the Postal Service first accepted possession of [it]."

PHONE (payment-only):
Tax Forms and Exemption Certificates cannot be filed over the phone. However, if money is owed, taxpayers can pay over the phone via credit card by calling (216)-664-2070 during office hours.

ADDITIONAL RESOURCES

TAXPAYER ASSISTANCE FORM:
CCA offers a service to complete and file the Tax Form for residents FREE of charge. Any individual taxpayer of a CCA municipality, including Cleveland, can utilize this free service by completing the Taxpayer Assistance Form (TAF) and attaching copies of necessary documentation (e.g. W-2s, 1099 form, Schedule C/1040 form, etc.). Taxpayers using this service are strongly encouraged to only submit copies, as these documents will not be sent back to them.

The TAF and accompanying documentation can be dropped off at CCA's Main Office during office hours or mailed to: CCA - Municipal Income Tax, Attn: PRM Dept., P.O. BOX 94520, Cleveland, OH 44101-4520. There is no online option for the TAF service at this time, but it's something CCA hopes to add in the future.

PLEASE NOTE: The deadline for this free service is April 1st.

Once submitted, a CCA tax professional will complete the Tax Form and file it on the taxpayer's behalf - which fulfills the filing requirement. Then CCA will send a notification letter via mail to the taxpayer informing them whether they need to make a payment or will be issued a credit/refund.

TAX PACKETS AT CPL:
Tax packets are available at all Cleveland Public Library locations. Packets include this year's Tax Form, Exemption Certificate, and Instruction Booklet - where taxpayers can view step-by-step directions on how to complete all necessary requirements, along with other important information. Digital versions of all relevant documents can also be accessed online.

CONTACT CCA DIRECTLY:
Taxpayers are encouraged to reach out to CCA directly if they need help or have questions. They can also raise concerns, file disputes, request abatements, and/or seek general support by:
Emailing: [email protected] (for individuals) or [email protected] (for businesses/employers)
Calling: (216)-664-2070 during office hours where they will be connected with a live representative who will route them to the appropriate CCA staff member based on their need(s). Assistance can be provided in many languages through the City's phone translation service.

OUTREACH EFFORTS
The City will run a new social media campaign, and utilize multiple other proactive communication strategies - including PSAs, voice broadcasts, and more - to educate, engage, and empower the community to fulfill their tax responsibilities. Taxpayers are encouraged to follow the City of Cleveland social media accounts @CityofCleveland. Additional information will be shared in the coming days on the City's Facebook, X, and Instagram pages.

The City also reached out directly to multiple self-filing tax services requesting those companies to include messaging about local CCA tax requirements in the future and to waive any fees associated with that.
The Administration also reached out to city council asking for their commitment to amplify messaging through their newsletters, social media pages, and other channels.

The FILE initiative will adapt, and plans will be adjusted, as necessary to meet the evolving needs of taxpayers. Frequently asked questions and other information can be found on CCA's website.