CRA Has Been Blocking Your Calls AND Giving Wrong Info, says Auditor General, Part 1

by in Canadian Government News and Updates
CRA Has Been Blocking Your Calls AND Giving Wrong Info, says Auditor General, Part 1
Last November 21st, The Office of the Auditor General released its report with regards to whether the Canada Revenue Agency’s call centres provided taxpayers with timely access to accurate information. 
As many of us know, the CRA’s online services and telephone call centres are the primary ways for the public to obtain tax information.  And for those who do not have access to the internet, the call centre agents are the main source of information.  
At the time of the audit, the CRA operated nine call centres across the country. 
Here’s what they found out:  The Auditor General states that the CRA’s call centres did not provide taxpayers with timely access to call centre agents.  Based on their results, agents gave inaccurate information to taxpayers 30% of the time.  
The CRA has said before that they have met its targets for both access and timelines.  The CRA said that about 90% of callers are connected to either an automated self-service system or a call centre agents.  However, the Auditor General reported that the CRA’s performance measures were incomplete and its call centres’ results were overstated. By blocking or redirecting the call, the CRA was able to report that it had met its target.  When blocked calls are factored in, the CRA’s overall success rate was only at 36%. 

We’ll get into more interesting details about this report in Part 2. 

Source: http://www.oag-bvg.gc.ca/internet/English/parl_oag_201711_02_e_42667.html 

 

Last November 21st, The Office of the Auditor General released its report with regards to whether the Canada Revenue Agency’s call centres provided taxpayers with timely access to accurate information.

As many of us know, the CRA’s online services and telephone call centres are the primary ways for the public to obtain tax information.  And for those who do not have access to the internet, the call centre agents are the main source of information. 

At the time of the audit, the CRA operated nine call centres across the country.

Here’s what they found out:  The Auditor General states that the CRA’s call centres did not provide taxpayers with timely access to call centre agents.  Based on their results, agents gave inaccurate information to taxpayers 30% of the time. 

The CRA has said before that they have met its targets for both access and timelines.  The CRA said that about 90% of callers are connected to either an automated self-service system or a call centre agents.  However, the Auditor General reported that the CRA’s performance measures were incomplete and its call centres’ results were overstated. By blocking or redirecting the call, the CRA was able to report that it had met its target.  When blocked calls are factored in, the CRA’s overall success rate was only at 36%.

We’ll get into more interesting details about this report in Part 2.

Source: http://www.oag-bvg.gc.ca/internet/English/parl_oag_201711_02_e_42667.html

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