A recent audit has revealed significant issues within the Canada Revenue Agency (CRA) regarding the accuracy of information provided through its call centers. According to the report by Auditor General Karen Hogan, from February to May 2025, CRA call centers accurately answered only 17% of inquiries related to personal income tax.
Key Findings from the Audit
The audit included 167 calls to CRA centers and revealed concerning trends:
- Accurate responses for individual tax questions were at a mere 17%.
- In contrast, call centers provided correct information for business tax inquiries 54% of the time.
- On average, callers experienced wait times of 31 minutes, far exceeding CRA’s service standard of 15 minutes, which was met by only 18% of incoming calls.
Service Quality Issues
Auditor General Hogan noted the importance of both staffing levels and the tools available to agents in determining service quality. She recommended a triage system to better categorize the nature of calls, especially separating technical inquiries from general tax questions.
Government Response and Reactions
The findings have prompted public outcry, with critics such as Bloc Québécois leader Yves-François Blanchet labeling the situation “shameful.” Conservative Party leader Pierre Poilievre questioned why Canadians are paying for such inadequate service.
In response, Federal Finance and Revenue Minister François-Philippe Champagne asserted that the government is committed to improving the situation. He set a 100-day deadline for the CRA to address these issues, with a target to respond to 70% of calls effectively by mid-October.
Planned Improvements
The CRA has announced steps to enhance its services, including:
- Extending call center operating hours.
- Increasing the use of artificial intelligence to assist with FAQs.
- Hiring additional staff and extending contracts for about 850 current agents.
Additionally, CRA has begun employing a chatbot similar to ChatGPT to help answer questions unrelated to personal accounts, aiming to reduce call volumes and improve response times.
Overall Implications
The Canadian Taxpayers Federation has suggested that the ongoing issues highlight the complexity of the Canadian tax code. They argue that simplifying tax regulations is crucial for improving service delivery and enhancing taxpayer understanding.
The report serves as a wake-up call for the CRA and the federal government to reassess their commitment to providing accurate and timely information to Canadian taxpayers.
