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Mid-Point Update – The CRA’s 100-day Service Improvement Plan

The CRA has issued a progress update on its 100-day Service Improvement Plan as it approaches the halfway mark.

 

Call Capacity:

We’ve increased the number of service representatives. From September 29 to October 3, 77% of calls were answered, surpassing our goal of 70%.

Digital Services:

We’ve made it easier for taxpayers to self-serve, eliminating the need to call the CRA. These improvements include:

  • Extended CRA Online chat hours in My Account – Now available from 8 AM to 8 PM (ET) rather than 8 AM to 5 PM (ET). During the week of September 29 to October 3, 3,700 users accessed the chat service available in My Account.
  • Improved web content on Canada.ca – Simplified instructions for applying for a business number (BN).

Service Demand

Due to the seasonality of the tax season, there has been a significant increase in recent months in questions from individuals wanting to understand their obligations and access available benefits. It is not uncommon for our call centres to receive more than 200,000 calls a day.

Explore our digital tools to discover efficient ways to get the answers you need without having to call us. Using our self-service options allows callers with complex questions to more easily reach a service representative.

For the full update please visit: https://www.canada.ca/en/revenue-agency/news/2025/10/mid-point-update--the-cras-100-day-service-improvement-plan.html

 

Topic(s)

CBSA Assessment and Revenue Management (CARM)
Other Government Departments (OGDs) Requirements

Information source

Canada Revenue Agency (CRA)
Disclaimer

The foregoing information is provided for informational purposes only and is not intended as, nor should it be considered, professional advice or a substitute for conducting your own thorough research and review. Before making any decisions or taking any action based on the information provided, you should conduct your own independent investigation and/or seek professional advice from a qualified expert in the relevant field. The CSCB disclaims all liability for actions taken or not taken based on the information provided.