The Canada Revenue Agency (CRA) has reported that it exceeded its target for answering calls from Canadians ahead of schedule. Between September 29 and October 3, the agency's call centers answered 77 percent of incoming calls. This achievement comes as part of a plan initiated by Finance Minister François-Philippe Champagne, who set a 100-day timeline on September 2 for the CRA to address call center delays, with a deadline of December 11.

Initially, the CRA aimed to answer at least 70 percent of calls by mid-October. Melanie Serjak, an assistant CRA commissioner overseeing contact centers and front-line services, confirmed that the agency surpassed this goal early in the month. In contrast, the CRA reported answering only 35 percent of calls between June 30 and July 4.

To enhance service, the CRA announced it would implement "immediate and decisive" actions by December 11. These measures include extending the hours of its online chat service and increasing the capabilities of its artificial intelligence chatbot. Maxime Guenette, another assistant commissioner and chief service officer, stated that the agency is continuously updating the minister on the progress of these initiatives. He emphasized that efforts will continue "well beyond" the 100-day mark, noting, "We’re happy that we’re on track, but lots more work to be done as we get toward filing season."

Despite the progress, the CRA acknowledges that it is still addressing underlying issues contributing to service delays. These include a backlog of tax adjustments, applications, and inquiries related to tax credits. The agency is utilizing callback requests and robotic process automation to help mitigate these challenges.

To bolster its workforce, the CRA has extended term contracts for approximately 850 call center agents and rehired several hundred more. However, Serjak indicated that no further hiring is planned at this time, as the CRA is operating within its budget constraints. "We’ve put more agents on the phone and now we’re assessing the impact of that," she said.

Additionally, Guenette mentioned that the agency has increased staffing in its service feedback program to address a backlog of complaints. The government's initiative to improve call center services follows a directive from Champagne in July, urging ministers to find 15 percent savings in their departments' operational budgets over three years.

The Union of Taxation Employees has raised concerns about staffing levels at the CRA, noting that nearly 10,000 jobs have been lost since May 2024, including about 3,300 call center positions. Marc Brière, the union's national president, expressed appreciation for the CRA's efforts to improve services and rehire staff. However, he cautioned that without additional personnel, service quality may decline despite the agency's current initiatives.