In einem vernichtenden Bericht stellt die AG fest, dass CRA-Callcenter langsam antworten und oft ungenau sind
https://www.cbc.ca/news/politics/ag-fall-2025-cra-military-9.6946672
In einem vernichtenden Bericht stellt die AG fest, dass CRA-Callcenter langsam antworten und oft ungenau sind
https://www.cbc.ca/news/politics/ag-fall-2025-cra-military-9.6946672
4 Kommentare
To be fair if you refuse to provide any help whatsoever, as they did with me many many times, you can’t technically be said to have given inaccurate information.
>The auditor general’s office assessed the quality of the test calls it placed and found only 17 per cent of the answers provided to non-account-specific or general questions about individual taxes were accurate — and those sort of calls make up about one-fifth of all calls answered by agents.
This is incredibly validating to read. We had some CRA issues last year and found the experience *beyond frustrating*. Every time we spoke with an agent we received different, often conflicting advice, and we ended up throwing our hands up and potentially swallowing a meaningful loss in returns because the alternative appeared considerably risky.
>The AG found that the CRA spent little time or effort on improving the accuracy: there was just 2,200 hours of coaching, feedback or training in 2024-25, which is under 30 minutes per agent annually.
Is it tied to any metric that is important to their internal decision making? In private industry, [making support resolution a frustrating and prolonged experience is a proven means to reduce warranty replacements and such](https://www.nytimes.com/2016/07/04/technology/why-tech-support-is-purposely-unbearable.html); maybe the CRA is happy with the status quo for similar reasons.
As someone who routinely deals with this, I believe the root of the problem to be a bunch of hiring in the post-Covid years of people with little background in tax of any kind and a dire lack of training.
Tier two agents still tend to know what they’re talking about because their knowledge is specialized, they’re experienced and they were properly trained from the jump.
>The AG’s office placed 167 test calls to the CRA between February and May of this year to assess the agency’s promised response time — **the average wait time to reach an agent was nearly 33 minutes.** Between time on hold and spent with an agent, the report said it took analysts about 50 minutes on average to get an answer to a query.
Surprised it was that low. I think I was on the line for about 2 and a half hours at one point in March before hearing the sweet, dulcet tones of a voice belonging to a live human being.
I will say that with all the issues with the transmission of t-slips this year (CRA changed the protocol without telling any of the software providers in advance), uncertainty regarding the capital gain change that never took place and the zombie of a program that is the underused housing tax, inquiries into CRA would have been a lot heavier this year because nobody knew what the fuck was going on anymore.
That’s not really on the actual agents. You can look way higher up the bureaucratic shit pile for the people responsible for all of that.
If you put enough unqualified people in places where qualified people should be, this is what tends to happen. And of course, if you want qualified people, you have to make it worth their while – we can’t have that.
But go on, contract those jobs to the likes of CGI for a sweetheart deal, like a good federal government does to look like it’s being fiscally responsible. That oughtta fix it!