US EditionMost taxpayers did not receive timely or accurate answers from CRA, A-G finds
Only 18% of calls received timely answers last fiscal year as staffing cuts at CRA call centres caused steep declines in service and accuracy, the Auditor-General found.
- Earlier this month, the federal Auditor-General reported only 18 per cent of Canada Revenue Agency calls received timely answers and just 17 per cent of inquiries were accurate.
- The CRA's staffing reductions led to a fall from more than 5,800 agents to just over 3,500 by the end of May, 2025, contributing to service decline.
- The report said callers received incorrect or incomplete answers on individual and business tax calls and government benefits inquiries, and accuracy made up a small part of call‑centre agents' evaluations.
- Facing scathing audit findings, the Canada Revenue Agency said earlier this month it is now answering 77 per cent of incoming calls after halting cuts and ramping up hiring.
- Despite rising call volumes, the Canada Revenue Agency continued cuts, but the CRA said its recent gains stem from the 100-day plan announced by Finance Minister François‑Philippe Champagne.
36 Articles
36 Articles
Auditor General Finds CRA Not Providing Timely, Accurate Information to Callers
The Canada Revenue Agency’s contact centres are not providing callers with timely and accurate information about taxes and benefits, the auditor general says. Auditor General Karen Hogan tabled six reports in the House of Commons on Oct. 21, including one specifically on the Canada Revenue Agency (CRA). It says that while the agency’s standard is to answer 65 percent of calls within 15 minutes, callers waited on average 31 minutes to speak with …
'We're going to do better,' CRA secretary of state says in response to scathing AG report
In a scathing new report released Tuesday, the auditor general found Canada Revenue Agency contact centres are repeatedly failing to answer calls in a timely manner, and when agents do connect to a customer, they are often providing inaccurate responses.
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