The Canada Revenue Agency’s contact centres are not providing callers with timely and accurate information about taxes and benefits, the auditor general says.
Auditor General Karen Hogan tabled six reports in the House of Commons on Oct. 21, including one specifically on the Canada Revenue Agency (CRA). It says that while the agency’s standard is to answer 65 percent of calls within 15 minutes, callers waited on average 31 minutes to speak with an agent in the 2024-25 fiscal year.
