Canada Revenue Agency's tax call centres get a D on business group's report card
The Canada Revenue Agency headquarters in Ottawa is shown on November 4, 2011. THE CANADIAN PRESS/Sean KilpatrickThe group says overall quality of service was lower and wait times were longer than in previous analysis of the Canada Revenue Agency's call centres, although callers no longer encountered busy signals.
The CFIB also says CRA agents provided incomplete or incorrect information in 41 per cent of the cases where its callers received an answer, compared with 31 per cent in the 2016 report card and 24 per cent in 2012. "These are just first steps. We know there is more work to be done, and we are taking steps to better meet Canadians' needs."
Another repeat question about applying employment insurance premiums received no erroneous answers and was answered completely 51 per cent of the time and "above and beyond" in 13 per cent of the cases. However, the CFIB says that the employment insurance and capital cost allowance questions could only be answered by a senior agent, and the average wait time for a transferred call was 59 minutes.
"They don't just deal with CRA once a year. They deal with them constantly . . . .and they rely on the CRA to provide them with the answers they need, when they need them," Pohlmann says.
Canada Latest News, Canada Headlines
Similar News:You can also read news stories similar to this one that we have collected from other news sources.
Canada Revenue Agency’s tax call centres get a D on business group’s report cardCanada Revenue Agency says it’s already working on improvements, such as providing an estimated wait time to speak with a senior agent
Read more »
Harry and Meghan arrive at Canada House in U.K.The Duke and Duchess of Sussex made their return to official duties Tuesday with a visit to Canada House in London, England.
Read more »
China-Canada relations hang in the balance as Meng extradition case to heat upA hearing is set to begin Jan. 20, focusing on the test of dual criminality, or whether the U.S. allegations would also be a crime in Canada
Read more »
Meng extradition hearing about to start with Canada-China relations in the balanceHuawei executive Meng Wanzhou's extradition hearing is set to begin, more than a year after her arrest shattered Canada-China relations.
Read more »
Australia downs Canada at ATP CupJohn Millman beat Denis Shapovalov as Australia downed Canada at the ATP Cup.
Read more »
Snowfall warnings in place for stretch of Coquihalla highway: Environment CanadaThe agency says heavy periods of snow between Hope and Merritt along the Coquihalla highway may result in accumulations of up to 10 centimetres today and again overnight
Read more »