Canada Revenue Agency Expands Call Centre Staff Improves Wait Times

The Canada Revenue Agency (CRA) is implementing a 100-day action plan to address widespread service delays and limited access issues, including boosting call centre staffing and extending online chat hours. Finance Minister François-Philippe Champagne described the agency's previous performance as "unacceptable" and called for urgent improvements. The CRA has increased the percentage of answered calls from 37% to 57% and aims to reach 70% by mid-October, while also enabling self-service options for account re-registration starting October 20. In addition to staffing increases, the CRA is investing in new technologies such as artificial intelligence and robotic process automation to tackle root causes of delays, including outdated systems and complex internal processes. However, experts and former employees note that fundamental structural and technological issues go beyond staffing shortages, with outdated infrastructure and fragmented systems hindering efficient service delivery. These ongoing challenges continue to affect millions of Canadians, with taxpayers reporting long wait times, disconnected calls, and inconsistent information, underscoring the need for comprehensive reforms beyond mere staffing expansions.