Question Period Note: PROBLEM RESOLUTION SERVICE - SERVICE DELIVERY DELAYS

Back to search

About

Reference number:
CRA-2026-QP-00002
Date received:
Sep 11, 2025
Organization:
Canada Revenue Agency
Name of Minister:
Long, Wayne (Hon.)
Title of Minister:
Secretary of State (Canada Revenue Agency and Financial Institutions)

Issue/Question:

Why the Canada Revenue Agency is currently not meeting its service standard targets for the Problem Resolution service?

Suggested Response:

  • As part of the Service Feedback Program, the Problem Resolution service helps Canadians when their tax issues could not be resolved through standard Canada Revenue Agency (CRA) processes and channels.

  • This service addresses specific concerns such as financial hardship, sensitive situations, trending or recurring problems, and cases where the CRA has made an error.

  • It also supports Members of Parliament when their constituents’ concerns meet the established criteria.

  • Through various process improvements, the Problem Resolution service has returned to meeting its service standard.

SUPPLEMENTARY RESPONSE
- The CRA remains committed to improving service delivery and is actively implementing new technologies aimed at enhancing efficiency and reducing processing times.

Background:

Due to intake volumes exceeding available resources, the Canada Revenue Agency’s (CRA) Problem Resolution service was experiencing a backlog of cases and was not meeting its expected service standard of resolving or updating cases within 15 business days. The CRA aims to meet this standard 95% of the time. At present, the Problem Resolution service returned to meeting its service standard.

Despite receiving 18% more Problem Resolution cases in 2024–2025 compared to 2023–2024, 99% of cases were resolved within 15 business days of receipt during the 2024–2025 fiscal year.

Additional Information:

None