The government found call centre agents were giving the wrong information 13% of the time to personal tax filers and 17% of the time for benefit inquires
OTTAWA – The Canada Revenue Agency is still giving wrong information to people inquiring about tax issues.
In the current fiscal year, the government found call centre agents were giving the wrong information 13 per cent of the time to personal tax filers, 17 per cent of the time for benefit inquires and six per cent of the time for business inquiries. “Training modules are regularly updated and new products are developed to ensure a comprehensive and relevant training program for new call centre agents,” reads the government’s response.
The agency gets more than 53 million calls per year and Doody said they also want more information available online, so people don’t have to call in at all.“This could lead to callers paying too much or too little tax and later being subject to reassessments or objections. It might also result in taxpayers not receiving benefits they are entitled to,” said the report.
Morantz said the agency needs more than just customer service goals, but real legislated targets to ensure taxpayers get the service they need. “It is a challenge to try and get information from the CRA that you can feel confident about,” she said.
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