CRA says number of answered calls has more than doubled ahead of tax season
For frustrated Canadians trying to get answers from the Canada Revenue Agency (CRA) over the phone, there’s hope.
According to the CRA, since launching the 100-day Service Improvement Plan earlier this year, the tax agency has made “considerable” progress in reducing client wait times, improving service standards, scaling up new technologies into its processes, and improving user-friendly services.
This plan was implemented in September after Finance Minister Francois-Philippe Champagne sent a letter to the Chair of the Standing Committee on Finance demanding that the tax agency address its call centre delay issues.
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“The CRA has increased its capacity to answer calls, enhanced key digital tools, and begun modernizing the systems that support Canadians every day,” stated Champagne on Thursday. “This is a long-term effort, and the CRA remains committed to providing transparent updates as it continues to strengthen its services.”
According to the results of the 100-day plan, Canadians have been able to access phone agents more easily.
The number of unique calls answered more than doubled from 35 per cent to over 70 per cent. At its best, the CRA answered 92 per cent of calls. It said this was due to the extension of term contracts and rehiring approximately 1,250 employees to help reduce wait times.
Scheduled callbacks were also implemented for issues related to account access or online business registration, providing support to more than 59,000 Canadians so far.
The agency said its digital services have also helped cut phone wait times. If you forget your CRA sign-in information, you can now quickly regain access to your account online instead of having to call and join the queue.
A new “Manage Balance” feature also lets people make payments or set up payment arrangements in their account without having to speak to an agent. There’s also the GenAI chatbot beta that can now answer a broader range of questions, including complex ones for businesses, such as tax credits and compliance information.
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According to the agency, its document verification service has made account registration quicker, with 88 per cent of new users gaining immediate access in October. It said that it cuts approximately 300,000 phone calls per year.
It is also accelerating long-term modernization, including updating phone service so payment-related questions go straight to specialists.
“This helps Canadians get answers on the first call and avoids about 95,000 transfers each year,” stated the CRA.
As we near tax season, the agency said call volumes are expected to skyrocket. Last year, it received over 32 million calls — peaking at nearly 300,000 a day during filling season.
To manage the surge in calls, the tax agency said term contracts are being extended, and additional contact centre staff are being hired.
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.
It’s never too early to start prepping for tax season. Make sure to check if you have any expiring tax credits that you haven’t claimed.