The federal government has earmarked hundreds of millions of dollars to improve customer service at the Canada Revenue Agency (CRA) — but people who regularly deal with the country's tax collector say it hasn't had much of an effect, with telephone wait times sometimes clocking in at more than two hours.
The CRA website recently suggested the wait time for a lunch-hour call to the agency to discuss a personal tax matter would be approximately eight minutes.
Another recent call to the CRA produced a similar result. The estimated wait time for a weekday late-morning call was listed as 11 minutes on the website. Once on the phone, the caller was told it would be an hour and a half before they could speak to an agent.Subsequent test calls by CBC News at different times of the day over the course of a week revealed more discrepancies between the wait times listed on the CRA's website and those callers face in reality.
Canadian Taxpayers' Ombudsperson François Boileau addresses a news conference in Ottawa on Dec. 13, 2022.
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