Major service failings at Canada Revenue Agency highlighted by official assessment
A new report has revealed major service failings at the Canada Revenue Agency and a body representing tax filing preparation and software firms says it is not surprised.
An unflinching assessment released on October 21 by the Office of the Auditor General of Canada exposed deep weaknesses within the CRA’s contact centre operations with the agency’s own target to answer 65% of calls within 15 minutes achieved in just 18% of cases during 2024–25. In June 2025, that figure fell to only 55 with callers who opted to speak with an agent waiting an average of 31 minutes.
When auditors placed 167 test calls between February and May 2025 with general tax and benefit questions, the accuracy rate for individual tax inquiries was only 17%, while for business or benefits related questions accuracy was just above 54%.
“These results highlight a serious breakdown in the agency’s ability to deliver quality service to taxpayers,” the report said. It also noted that less than 9% of an agent’s performance evaluation was tied to the accuracy and completeness of their answers, suggesting that timeliness and call-handling metrics outweighed correctness.
The report highlights that even basic engagement with the agency cannot be assumed to produce timely or correct guidance, reinforcing the need for practitioners to independently verify CRA information and proactively support clients.
“The Canada Revenue Agency has a duty to help individuals and businesses meet their tax obligations and access benefits,” says Auditor General Karen Hogan. “I am concerned that in spite of a new telephony system and other improvements, Canadians are still waiting too long to get answers to their tax questions.”
Tax-Filer Empowerment Canada, representing Canada’s tax preparation and software industry, issued a sharp rebuke of the agency’s performance.
“The Canada Revenue Agency has been struggling to pick up the phone for years, and the situation is not getting any better. Today, the auditor general is confirming that the status quo is not enough to meet the basic expectations of Canadian taxpayers,” the group said. “A government which is serious about reducing the size of the public service while improving services to Canadians should challenge our industry to do more rather than relying solely on an Agency which has a hard time delivering on its core mandate.”
