October 21, 2025
RED FM News Desk
The Canada Revenue Agency’s (CRA) contact centres provided only five per cent of callers with quality tax help in June, according to a report released by the federal auditor.
Auditor General Karen Hogan’s office placed calls to the CRA’s contact centres over four months this year, posing general questions.
In the report released today, Hogan stated that taxpayers waited an average of 31 minutes to reach a CRA representative by phone—a time that is more than double the service standard set out by the agency.
The report noted that the department was better equipped to handle questions related to business tax or benefits, providing accurate responses to those calls 54% of the time. However, the accuracy was much worse when answering questions about individual taxes.
Hogan suggested that the CRA appears more concerned with adhering to schedules for shifts and breaks than with the “accuracy and completeness” of the information they provided to callers.
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