Callers to the CRA Spent More Time on Hold in 2023 Despite $480 Million Budget

Published on January 8, 2024

Callers to the Canada Revenue Agency (CRA) in 2023 spent 20-plus minutes on hold, despite the agency spending more than $480 million on call centres, a new report shows. The CRA doled out $481.1 million for call centres in the 2022–23 fiscal year, setting a new spending record, according to an Inquiry of Ministry obtained by Blacklock’s Reporter. The response by National Revenue Minister Marie-Claude Bibeau’s office showed that 7,319 full-time employees were assigned to deal with calls to the CRA. “The goal is to respond to callers within 15 minutes or less of opting to speak with an agent,” the agency wrote in its Inquiry of Ministry tabled in the Commons. “The agency aims to meet this standard 65 percent of the time.”...

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