The Canada Revenue Agency recently concluded its ambitious 100-day plan designed to overhaul its beleaguered call centres. The initiative, launched in September, aimed to address mounting frustrations with long wait times and inconsistent service experienced by Canadians.
However, the union representing CRA employees suggests the reported improvements may be overstated. Marc Brière, president of the Union of Taxation Employees, points out the progress occurred during the agency’s traditionally quiet period, raising questions about the sustainability of these gains as tax season approaches.
The government asserts significant strides have been made, with call centres now answering 70 percent of unique calls – a substantial increase from the previous 35 percent. This improvement is largely attributed to the rehiring of 1,250 employees whose contracts were nearing expiration.
Finance Minister François-Philippe Champagne hailed the plan as a crucial step towards meeting Canadians’ expectations, emphasizing ongoing efforts to modernize systems and enhance digital tools. He acknowledged this is a long-term undertaking, promising continued transparency regarding future progress.
Despite the positive outlook, concerns remain about staffing levels. The CRA intends to hire an additional 1,700 call centre workers, but Brière believes this may still be insufficient to handle the surge in demand during peak season. He initially advocated for rehiring at least 1,300 employees, mirroring previous staffing levels.
Brière also stresses the critical need for increased staffing within tax centres, the departments responsible for processing the substantial backlog of files. These centres have experienced significant losses of term employees since 2024, leading to severe understaffing.
A recent report by Auditor General Karen Hogan revealed troubling accuracy rates in call centre responses. Agents correctly answered tax and benefit questions just over 54 percent of the time, with individual tax inquiries answered accurately only 17 percent of the time. The report urged the CRA to better align staffing with service standards.
The CRA now claims a review of 100,000 calls indicates a 92 percent accuracy rate, a dramatic improvement following the implementation of the 100-day plan. New features, including a call-back option and automated processing of tax adjustment requests, were also introduced.
Looking ahead, the CRA plans to further streamline processes and leverage technologies like automation and artificial intelligence. However, Brière is advocating for a more fundamental change: the reinstatement of in-person counter services, eliminated over a decade ago.
Brière has discussed this proposal with Secretary of State Wayne Long, arguing that face-to-face assistance is vital for Canadians navigating complex tax issues. A response from Long was not available at the time of reporting, leaving the future of this potential service restoration uncertain.
