Accountability for CRA Call Centre Agents

by in Canadian Government News and Updates

Good news for Canadian companies! The CRA has finally come up with a program that will provide increased accountability for CRA Call Centre Agents. As part of the CRA’s efforts to reduce red tape and provide improved services to Canadian companies, the Honourable Gail Shea, Minister of National Revenue, has announced the introduction of “Agent ID.” “Agent ID” is a new addition to the CRA’s business enquiries telephone service. Through this program, each agent will provide businesses with their agent ID number for identification purposes. Having this Agent ID number will provide increased accountability for business calls to the CRA and will make it easier for business owners and representatives to provide feedback on CRA services. The Agent ID requires agents to provide their first name, a number and a regional suffix (such as O-N-T or A-T-L for Ontario or Atlantic Region) at the beginning of each call.

Minister Shea talks about the program: “During the consultations that led to our Government’s Red Tape Reduction Action Plan, businesses identified the need for enhanced phone services at the CRA. With the introduction of the new Agent ID number, our Government is acting on a key problem identified by the business community.”

“The Agent ID number is a key way for businesses to rely on the advice given to them from the CRA Call Centre. Complying with a complicated tax code is not easy and it’s only fair that you should be able to rely on the advice given to you by the CRA. Increased accountability through the Agent ID number is a step towards improving the CRA’s customer service to job creators and taxpayers,” adds Corinne Pohlman, Vice-president of National Affairs for the Canadian Federation of Independent Business.

The CRA’s business enquiries telephone line handles over 3 million calls every year and it is great to know that the needs of Canadian companies are responded to competently by the CRA.

Source: CRA website, www.cra.gc.ca

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