Question Period Note: SERVICE FEEDBACK - SERVICE DELIVERY DELAYS

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

• Canadians have the right to be treated professionally, fairly, and with courtesy. The Canada Revenue Agency (CRA) wants to hear from anyone who is not satisfied with the quality of service they received.

• Through service feedback received from Canadians, the CRA can identify areas for improvement.

• Lately, delays to respond to service complaints have been longer than they should be. The CRA remains committed to improving service delivery. It is actively implementing new technologies aimed at enhancing efficiency and reducing processing times.

• The CRA is implementing a 100-Day Service Improvement Plan designed to strengthen capacity and refine the overall service experience for Canadians.

• The 100-Day plan focuses on four key pillars: increasing contact centre capacity, expanding online self-service options, tackling the root cause of service issues, and accelerating service modernization.

SUPPLEMENTARY RESPONSE
- The number of service complaints received represents only 0.09% of the total number of service interactions Canadians had with the CRA in fiscal year 2024-2025.

• In the spirit of transparency, the CRA’s current processing time is posted on the submit service feedback page. The CRA will continue to update the processing times, until the Agency gets back to meeting its standard.

Due to intake volumes exceeding available resources, the Canada Revenue Agency’s (CRA) Service Feedback is currently experiencing a backlog of complaints and is not meeting its expected service standard of resolving complaints within 30 business days. The CRA aims to meet this standard 80% of the time.

Despite receiving 45% more service complaints in 2024–2025 compared to 2023–2024, 61% of complaints were resolved within 30 business days of receipt during the 2024–2025 fiscal year.

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