Finance Minister François-Philippe Champagne has directed the Canada Revenue Agency (CRA) to implement a 100-day action plan to address its call centres’ service delays, which he calls “unacceptable.”
“Canadians expect and deserve reliable and timely service from the Canada Revenue Agency,” Champagne wrote in a Sept. 2 letter to the Standing Committee on Finance (FINA), saying it has become “increasingly apparent” that the CRA is not meeting Canadians’ standard for service.
“We take this issue very seriously,” Champagne wrote. “That is why we have directed the Agency to implement a 100-day plan to strengthen services, improve access, and reduce delays.”
He says the direction comes after visiting CRA call centres and meeting with the agency’s leadership and workers. Champagne says he has asked the agency to take “concrete” steps to improve its service through measures such as reallocating and adding personnel, implementing a new call-scheduling system, and expanding digital services….