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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...
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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...
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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...
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Here’s a useful reminder for all taxpayers! Last year, the Canada Revenue Agency (CRA) has announced that taxpayers who phone in can now request the identity of the call agent who handled your enquiry.  This policy, according to the CRA, promotes accountability and consistency in the way call agents respond to callers. When you phone in, the call agent will automatically greet you with their first name.  In addition to their name, you can also request for the agent’s employee identification number and geographical call centre location. Here is a News Release from the CRA regarding this policy >> http://www.cra-arc.gc.ca/nwsrm/rlss/2009/m05/nr090519-eng.html...
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