Canadians could reach CRA call centre agents easier with new federal plan
Canadians who are having trouble contacting the Canada Revenue Agency (CRA) may finally hear a voice on the other end of the line, thanks to a new federal government plan.
Finance Minister Francois-Philippe Champagne sent a letter to the Chair of the Standing Committee on Finance on Tuesday, demanding that the CRA address its call centre delay issues.
“Despite the dedication of hardworking CRA employees, it is increasingly apparent that the agency is not meeting that standard,” reads the letter. “The service delays and access challenges Canadians are experiencing from the CRA call centres are unacceptable.
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According to the Union of Taxation Employees, which represents the agency’s workers, average wait times range from 30 minutes to 3.5 hours, and fewer than 5 per cent of callers reach an agent.
The union launched a campaign last month, which argues that the increasing wait times are due to cuts to call centre workers.
“Canada Revenue Agency call centre workers are facing a wave of reckless job cuts,” reads the campaign. “These are vital public service workers who support people in Canada through hard times, help them access the benefits they rely on, and keep our country running.”
Champagne is directing the agency to implement a 100-day plan to “strengthen services, improve access, and reduce delays.”
The minister says that following discussions with CRA call centre leadership and workers, they are asking the agency to “take concrete steps” to help Canadians get timely assistance. This will include reallocating and adding personnel, piloting a new call-scheduling system, and expanding digital services, among other measures.
Champagne adds that the government will also work closely with the private sector and unions.
The directive comes after a CBC report revealed just how frustrated Canadians are trying, but failing to get in contact with a CRA agent to deal with urgent tax issues.
Callers on Reddit claim that they’ve frequently been met with automated “call back later” messages, with some waiting for months to get their concerns addressed.
Have you experienced issues with trying to reach a CRA agent? Share your experience with us at trending@dailyhive.com for a possible story.