Two-thirds of calls to CRA centres go unanswered as number of call agents drops: AG report

Callers who did reach agents may not have been given accurate information, as a report from Auditor General Karen Hogan found agents were only accurate 17 per cent of the time when asked questions about individual taxes.

Auditor General Karen Hogan's report says the Canada Revenue Agency received more than 32 million calls in the 2024-25 fiscal year, but just 10 million calls reached an agent at one of eight contact centres.The Hill Times photograph by Andrew Meade

News

BY MARLO GLASS

October 21, 2025

UPDATED October 21, 2025

Canada’s auditor general has found the Canada Revenue Agency’s call centres have not provided timely or accurate information to callers, with wait times for speaking to an agent doubling in a year as the number of call centre agents dropped by 22 per cent.

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