Ottawa, Ontario
Canada Revenue Agency
As we near the halfway point of the Canada Revenue Agency's (CRA) 100-day Service Improvement Plan, launched on September 2, 2025, we want to update Canadians on our significant progress. This initiative is our commitment to addressing key challenges, specifically reducing long call wait times and accelerating the processing of requests.
We recognize that timely and accurate service is essential. While the improvement below demonstrates progress, we know there's more to do.
Progress Highlights
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).
- Updated Tax-Free Savings Account (TFSA) web information - Easier access to details on contribution limits, withdrawals, and resolving overcontributions.
- System enhancements for individual tax adjustments - Enables automatic processing of 115,000 more requests annually, helping reduce delays.
- Expanded callback pilot for the Disability Tax Credit (DTC) - A new pilot for the DTC received 786 requests between September 15 and October 3, with responses provided within two business days.
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. A large number of calls relate to information and services that can be readily accessed online, such as:
- Income tax filing details (e.g., notice of assessment, payments, filing)
- Digital service issues (e.g., locked accounts, multi-factor authentication)
- Account updates for personal information (e.g., name, marital status, address)
- Tax-Free Savings Account (TFSA) inquiries (e.g., contribution room)
At the CRA, we believe that everyone deserves easy access to the information necessary for making informed tax decisions. That's why we have created secure digital services that help you find answers in just minutes. Some recent web updates - such as detailed guidance on understanding your TSFA and applying for a business number - offer straightforward instructions to help you complete these tasks with ease.
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.
What's Next
Starting October 20, 2025, some users will be able to regain access to their CRA account without the need to call. "Register again" is a new option that is available to existing users who have lost access or have been locked out of their account because they forgot their sign-in information.
On the same day, we will launch the Manage balance service in My Account, allowing taxpayers with tax debts of $1,000 or more to set up payment arrangements independently, eliminating the need to speak with a collections officer. Additional options include making full or partial payments, scheduling payment plans, connecting with a collections officer, or requesting a callback.
In early November, we will expand the scope of our GenAI chatbot beta, offering more answers to frequently asked questions. We will also continue to reduce processing backlogs, and improve overall usability of web content.
At the CRA, we aim to empower Canadians to manage their taxes and benefits securely and independently, on their own schedule. We remain dedicated to providing easy-to-use, self-serve digital services to ensure you receive fair, consistent service without long wait times.
