CRA call centres still plagued by problems years after audit: AG

OTTAWA — Despite hundreds of millions of dollars of investments since a devastating 2017 audit, the Canada Revenue Agency’s call centres are still plagued with reliability and accuracy problems.

That’s according to a new report by Auditor General Karen Hogan published on Tuesday.

“We concluded that the Canada Revenue Agency’s contact centres did not provide callers with accurate information in a timely manner in regard to individual taxes, benefits, and business taxes,” read the audit report.

One remarkable finding is that the CRA’s call centre gave auditors inaccurate information 87 per cent of the time when they called asking for general individual tax information. Enquiries about general benefits or business taxes fared only slightly better, with auditors receiving accurate responses