As of the end of July, the Canada Revenue Agency's call centres were hitting their target of getting to a caller within 15 minutes or less only 31 per cent of the time, despite $400 million in federal funding to improve wait times.
follows closely, since his office is where Canadian taxpayers send their complaints regarding CRA service.
When asked why the agency is missing its service standard targets, Gillian Pranke, assistant commissioner responsible for the CRA's contact centres, said the agency's phone lines have been under pressure lately due, in part, to the rollout of new benefits. In addition to an increase in call volume, Pranke said calls now last longer than they used to, with agents spending "almost double" the length of time on each call than they did prior to 2020. She attributed this to a rise in complex calls related to pandemic benefits, as well as an increasingly time-consuming caller authentication process.
Brière said the agency recently brought back 160 employees whose contracts ended in the spring, but that call centre staffing levels still fail to meet the current call volumes. Recently, Boileau's office also inquired with the CRA about a discrepancy between wait times listed on the agency's website and the actual wait times callers experienced.
"It wasn't clear that it wasn't being serviced, so clearly not ideal," she said, adding that the queue has since been closed.
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