Ottawa demands action on CRA call centre problem
The federal government has ordered the Canada Revenue Agency to resolve the CRA call centre problem within 100 days. National Revenue Minister François-Philippe Champagne directed the agency to improve phone access after a CBC report revealed mounting frustrations from taxpayers unable to reach an agent. Many callers said they received only automated messages, with no option to hold or request a callback.
In a letter to the House of Commons finance committee, Champagne called the delays “unacceptable” and insisted on concrete steps to fix the issue. “Canadians deserve better,” he wrote.
CRA admits shortcomings after pressure
Initially, the CRA denied serious issues when questioned by CBC last month. However, following Champagne’s directive, CRA spokesperson Etienne Biram acknowledged shortcomings. He said the agency has “been falling short of Canadians’ expectations.”
To improve, the CRA will reallocate resources, add staff, pilot new scheduling tools, and expand digital options such as its AI-powered chatbot. “We understand that it is our responsibility to adapt and enhance our service delivery,” Biram added.
Union disputes CRA narrative
The Union of Taxation Employees (UTE), representing CRA workers, blames job cuts for the crisis. The union says nearly 3,300 call centre staff lost jobs since May 2024, leaving fewer than 5% of callers able to reach an agent.
Finance Department data, however, tells a different story. From January through July, the CRA received 21.5 million calls, and agents handled roughly 14%. The CRA also disputed the union’s figures, noting that 1,300 workers let go in May were seasonal.
Despite the discrepancies, both the union and the government agree Canadians must have better access to CRA services.
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Union calls for reinvestment
UTE president Marc Brière says the CRA must increase its budget and rehire workers. He described the situation as a “state of crisis,” stressing that staff are exhausted and overwhelmed. “People are absolutely exhausted and they’re crying for help,” Brière said.
While he welcomed Ottawa’s directive, Brière cautioned that without new funding, real progress may not come. “The devil’s in the details,” he said, emphasizing that meaningful change requires reinvestment in staffing.
Brière confirmed he will meet CRA officials to discuss the 100-day plan. His union will also push for more resources in other areas where service has declined due to cuts.
Outlook for CRA call centre services
The government’s demand for a CRA call centre problem fix sets a clear deadline. Whether the plan delivers meaningful improvements remains uncertain. For now, millions of Canadians continue to face long waits and missed calls as they try to resolve critical tax issues.
If the CRA follows through with staffing, technology, and resource reforms, taxpayers could see better service. If not, the 100-day plan risks becoming another unfulfilled promise.