The Canada Revenue Agency (CRA) has received significant funding from the federal government to enhance customer service, but callers report enduring lengthy wait times, sometimes exceeding two hours. The decision to lay off about 1,800 employees has exacerbated the situation at the agency’s call centers, according to the union representing CRA workers.
Despite the CRA’s efforts to provide transparency through a feature on its website estimating wait times, an analysis by CBC News revealed that actual wait times often exceed these estimates. Simple tasks like updating personal information can consume a significant portion of a taxpayer’s day.
Recent tests by CBC News at various times of the day demonstrated discrepancies between CRA’s website estimates and the actual wait times faced by callers. This has prompted Canada’s taxpayers’ ombudsperson, François Boileau, to launch an investigation into the agency’s wait-time claims.
The extended wait times have become a common occurrence for accountant Ed Mierzewski in Kelowna, B.C., who often spends hours on hold when contacting the CRA for his clients. The Finance Minister allocated $400 million to improve CRA customer service standards, aiming to answer 65% of calls within 15 minutes. However, many callers, including Mierzewski, have not experienced this level of service.
Union president Marc Brière criticized the layoffs, emphasizing that adequate staffing is crucial to addressing the long wait times. The CRA has started rehiring some employees but faces challenges in meeting service demands.
In response to the criticism, a CRA spokesperson acknowledged the service fluctuations and highlighted efforts to enhance service delivery, including extended call center hours and online self-service options. However, the chat service is currently unavailable, and the spokesperson mentioned hiring temporary contact center agents during the pandemic to manage special programs.
Boileau emphasized the need for improved customer service, suggesting the implementation of a callback feature to alleviate wait times. Despite financial concerns, he stressed the importance of providing timely and efficient service to Canadian taxpayers.