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On our last blog, we shared a bit of background on the Auditor General’s report stating that the CRA’s call centres did not provide taxpayers with timely access to call centre agents as well as some of the steps taken by the CRA to respond to this report. On this blog, we’ll take a look at the other measures that the CRA has implemented in order to improve the call centre’s service and accessibility. With previous investments from Budget 2016, the CRA has hired more agents to improve its telephone service and accessibility. Last year, the CRA had an average of...
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Last year, the Auditor General released a report with regards to the CRA’s Call Centres (2017 Fall Reports of the Auditor General of Canada). In this report, the Auditor General concluded that the CRA’s call centres did not provide taxpayers with timely access to call centre agents. Prior to the release of this report, the CRA claimed that it met its targets for both access and timelines. The Auditor General report, however, noted that the performance measures used by the CRA were incomplete and its call centres’ results were overstated. Some of the highlights of the Auditor General’s report include:• CRA...
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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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