Ottawa asks CRA to fix the problem of its call center so that more canadians can reach an agent
The federal government has directed the Canada Revenue Agency (CRA) to prepare a 100-day plan to improve the service at its call centers to get more canadian phones.
The demand is as follows A CBC news story last month Regarding the growing disappointment by Canadian to reach the CRA agent to suppress tax matters. Many told CBC News that they were trying to get weeks or months, but instead congratulated with an automatic message, and there was no opportunity to wait or leave the Callback number.
In a letter sent on Tuesday For the Chairman of the Standing Committee on Finance, the National Revenue Minister, François-Filip Champagne said the Canadians deserve better.
Champagne wrote, “Service delays and access challenges are facing Canadian Cra call centers.”
He said that the agency has been instructed to “take concrete steps” to fix the problem, including “to rearom personnel, operate and add, operate a new call-schedueling system and expand digital services.”
The union of taxation employees, which represents CRA workers, blames the problems of the call center on job cuts. It says that about 3,300 call center employees have lost their jobs since May 2024. As a result, the Sangh says that on average, on average, an agent makes less than five percent of the call.
The Sangh said that the percentage comes directly from the CRA. However, the Finance Department provided CBC news with various data. It said that from January to July, the CRA received about 21.5 million calls, and was handled by about 14 percent of the agents.
CRA also challenged the union job cut data, stating that 1,300 call center workers were allowed to leave in May, whose contract was over.
Despite the accurate data, both Champagne and Union have determined that the call center needs to be addressed.
“I think we got into a crisis situation,” said the national president of the union, Mark Breer.
union Started a social media campaign last month Call center to raise awareness about the problem. Brière says that it was also found with CRA officials in this summer.
“We discussed with the CRA, but he said that his budget was cut,” he said. “I said,” I understand, but we think it is unacceptable for taxpayers and for our members who are spending a real hard time outside there. “
Not only most of the upcoming calls are unliked, Breer said, but the employees are struggling with the charge.
“People are absolutely tired and they are crying for help.”
Several taxpayers interviewed by CBC News say they have been trying for months to get a live agent hold in Canada Revenue Agency (CRA) to resolve their issues.
Brière says that it is happy that the government is now taking steps to improve the problem of call center. But he says he is not yet celebrating, “description of Satan as”.
Brière wants CRA to hire more call center employees, and, so far, Champagne has not promised additional funding.
“If there is no additional amount in the next budget, it is very difficult to fulfill some meaningful,” Breyer said.
He says he is ready to work with the minister and the CRA on the solution, and will meet with the agency on Tuesday afternoon to discuss the 100-day plan.
Brière says that his union will also campaign for re -renovation and additional employees in other parts of CRA, where they say, service is also compromised due to job cuts.
