US EditionNo, the CRA will ‘never’ answer 100% of your calls, administrator says
The Canada Revenue Agency doubled its call response rate to about 70% amid rising demand but wait times remain around 30 minutes, officials said.
- On Thursday, the Canada Revenue Agency said it has more than doubled the share of calls it answers to 70, peaking at 92 at the end of October, as its 100-day plan to reduce delays reaches its end.
- Last year the Canada Revenue Agency received more than 32-million calls, prompting Finance Minister François-Philippe Champagne to order improvements and launch a 100-day plan.
- The agency rolled out online sign-in recovery and an AI-powered chatbot, shifted staff to backlog areas, processed more than 23,000 extra DTC cases, and cut Canada child benefit times from 19 to 13 weeks.
- The CRA said it would 'never be in the position' to answer 100 calls, with wait times around 30 minutes, despite 77 per cent answered in mid-October.
- Notices of objection to Canada Revenue Agency decisions nearly doubled to roughly 128,000 in 2024-25, while the CRA plans an updated progress tracker, mandatory backup multi-factor authentication, and system upgrades to process about 115,000 more tax adjustment requests annually.
6 Articles
6 Articles
CRA will ‘never’ answer 100% of your calls, but is ‘very proud’ of progress made: administrator
The CRA is 'proud' after its 100-day Service Improvement Plan doubled the number of unique calls answered from just 35% to more than 70%, but officials say they 'will never be in a position to answer 100%' of calls.
The Canada Revenue Agency (CRA) announced the results of its "100-Day Service Improvement Program" on Thursday, December 11th: taxpayer call answering rate has increased significantly from approximately 35% last year to over 70% currently. The CRA also emphasized that, due to enormous demand and limited human resources, achieving 100% answering is "never possible." According to CTV, Melanie Serjak, Assistant Commissioner for Assessment, Benefits…
CRA says it will “never” answer 100% of calls as agency touts service gains and digital improvements - South Asian Daily
The Canada Revenue Agency says it is “proud” of the progress made under its 100-day Service Improvement Plan, which doubled the share of unique calls answered—from about 35 per cent to more than 70 per cent—but officials maintain that the agency will “never be in a position” to answer every call it receives. With more than 30 million calls coming in each year, CRA assistant commissioner Melanie Serjak said achieving a 100 per cent response rate …
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