CRA Expands Call Centre Hours After Concerns Raised Over Blocked Calls

Published on August 24, 2024

The Canada Revenue Agency (CRA) is extending its contact centre hours after concerns were raised that callers were unable to reach agents. The request was made by the Office of the Taxpayers’ Ombudsperson (OTO) in March after it found callers were not able to reach the centre if the hours conflicted with the time zone they were calling from. “For example, if someone had moved from Vancouver, BC, to St. John’s, NL, but had kept their Vancouver phone number, they would not have been able to reach a CRA contact centre if they called from St. John’s at 10:30 a.m.,” an Aug. 20 OTO news release said....

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