Federal Minister Declares CRA Call Centre Service “Unacceptable”

The service provided by the Canada Revenue Agency (CRA) call centre has been described as “completely unacceptable” by Wayne Long, the federal minister responsible for the agency. During an interview on CTV, Long stated that the service has “hit rock bottom,” reflecting widespread frustration among Canadian taxpayers who are experiencing significant delays in assistance.

Long’s remarks come as the CRA faces scrutiny amid a directive from Prime Minister Justin Trudeau for federal departments to reduce daily spending by up to 15 percent over the next three years. This budgetary constraint is part of preparations for the Liberals’ first budget, expected in October 2023. While acknowledging the current service failures, Long refrained from making any definitive statements regarding potential job cuts at the CRA, emphasizing that he will “not prejudge the review process.” He assured that the service “will not get worse … It can’t get much worse than it is now.”

The Union of Taxation Employees, which represents CRA workers, has attributed the issues in the call centre to previous job cuts, revealing that nearly 3,300 call centre employees have lost their positions since May 2024. Data from the Treasury Board indicates a drop in CRA staff from 59,155 in 2024 to 52,499 in 2025, leading to a situation where fewer than five percent of callers manage to reach an agent.

In early September, François-Philippe Champagne, the Minister of National Revenue, instructed the CRA to implement a 100-day plan aimed at improving service quality and reducing wait times. Long remarked that if the CRA operated like a commercial call centre, “it would be out of business, and heads would roll.”

Despite the ongoing challenges, the CRA has announced a reversal of plans to terminate contracts for 850 employees in call centres, extending their contracts until after the next tax-filing deadline. Meanwhile, the agency is reallocating internal resources and introducing new call scheduling tools to enhance service delivery for high-demand areas such as Disability Tax Credit applications and Canada Child Benefit claims.

Nevertheless, the CRA is not entirely free from cuts. The agency will not be renewing contracts for 250 term employees at tax centres as it continues to adjust its workforce in the wake of programs initiated during the COVID-19 pandemic. These changes are part of a broader strategy to realign resources and improve efficiency while facing a challenging economic landscape.

As the CRA works to implement these changes, Canadians continue to voice their concerns over the prolonged wait times and inadequate support from the call centre. Long acknowledged the distress felt by taxpayers, stating, “People are waiting too long, but we will get this right.” The coming months will be crucial for the CRA as it seeks to navigate these challenges and restore public confidence in its services.