Question Period Note: OFFICE OF THE AUDITOR GENERAL FALL 2025 REPORT CONTACT CENTRES: ACCURACY

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About

Reference number:
CRA-2026-QP-00006
Date received:
Oct 21, 2025
Organization:
Canada Revenue Agency
Name of Minister:
Champagne, François-Philippe (Hon.)
Title of Minister:
Minister of Finance and National Revenue

Issue/Question:

Are CRA agents providing accurate responses to Canadians? What is the Agency doing to improve accuracy of information provided by service representatives?

Suggested Response:

  • The CRA accepts the OAG's recommendation to improve response accuracy and completeness.

  • The CRA has implemented a combination of structured quality assurance reviews and targeted training to drive improvements since the previous OAG report.

  • That includes providing feedback and coaching to service representatives when necessary, and continuously updating procedures so that responses are accurate, clear, and consistent.

  • CRA’s new telephony system will support a simplified process for team leaders to track progress and coach agents on gaps.

  • To improve response accuracy, the CRA has implemented:
    o structured quality assurance programs
    o targeted training
    o technology-driven oversight

Background:

Quality Monitoring Program:
- This program monitors and supports agents in delivering accurate and high-quality responses.

  • In fiscal year 2024–2025, the program evaluated over 130,000 calls.

  • Through this program, the Agency has seen significant improvements in the accuracy of responses to taxpayer-specific calls, which make up 80% of all calls.

Additional Information:

None