Question Period Note: OFFICE OF THE AUDITOR GENERAL AUDIT: CONTACT CENTRES

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About

Reference number:
CRA-2026-QP-00008
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:

Can the Minister comment on the Office of the Auditor General’s (OAG) report recent report on CRA Contact Centres?

Suggested Response:

  • The Office of the Auditor General’s report clearly highlights ongoing service challenges at the CRA’s contact centres.

  • It underscores the urgent need for improvement to better serve Canadians. The CRA is working to address these issues

  • The 100-day Service Improvement Plan I announced at the beginning of September is already achieving notable improvements.

  • Extensions of term employees have resulted in our ability to answer over 70% of our callers. This means it is easier and faster to talk to a service representative

  • The CRA also extended service hours for digital chat options with live service representatives

  • But this is just the beginning. I know the CRA will continue to strengthen services and reduce delays to deliver results for Canadians by December 11, 2025.

SUPPLEMENTARY RESPONSE
- The CRA accepts the findings of the OAG's audit.

  • Canadians deserve easy access to the support they need, and that includes timely help from our contact centre representatives.

  • We can already see our 100-day Service Improvement Plan working:
    • we have increased the number of service representatives in our contact centres
    • the percentage of Canadian callers answered reached 70 percent in early October
    • we have extended the CRA's Online Chat with service representatives to be available from 8 a.m. to 8 p.m. eastern time

  • This service plan is designed to strengthen services, improve access, and reduce delays, to deliver results for Canadians by December 11, 2025.

Background:

N/A

Additional Information:

None