While the government has invested millions in Canada Revenue Agency (CRA) call centres in recent years, taxpayers still only have a 50–50 chance of talking to a live agent within 15 minutes, according to an agency report.
In 2020–2021, wait times often exceeded an hour during peak periods, or more than three hours to reach specialized agents, according to a 2022 briefing for the minister of national revenue. Only 33 percent of calls were answered within the target service standard of 15 minutes.
