CRA Has Been Blocking Your Calls AND Giving Wrong Info, says Auditor General, Part 2

by in KD Professional Accounting Services News
CRA Has Been Blocking Your Calls AND Giving Wrong Info, says Auditor General, Part 2

On our last blog, we did an overview of the latest report on CRA’s call centres by the Office of the Auditor General. According to the report, we, the taxpayers, are not getting timely access and accurate information from the call centre agents.

Here are more details.

On Access and Timelines: The report says that taxpayers have limited access to the CRA’s call centre services, including both automated self-service and call centre agents.

The report found out that the CRA blocked more than half of the calls it received (about 29 million out of 53.5 million!) because it could not handle the volume. Blocked calls are cals that did not reach either an agent or the automated self-service system. These calls were given either the busy signal or a message to go to the website or to call back. This means each call made an average of three or four call attempts per week.

On Accuracy: When agents respond to a caller, they gave the taxpayers the wrong information 30% of the time. The meant that the actual rate of agent errors was significantly higher than the CRA’s own test results. The Auditor General’s report states that the high rate of incorrect responses could be due to gaps in training. 

In response to the report, the Minister of National Revenue released a statement that the CRA will make the necessary adjustments to improve their telephone services. The Minister said that in 2018 a new platform will connect taxpayers with agents more efficiently and will inform callers of current wait times. Also, a new quality control team will be put in place to improve agent tools and training.

Let’s all hope these promises will be kept in the new year!  And if you need help with your taxes, please do not hesitate to contact us first before calling the CRA. We will be happy to deal with the CRA for you!


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