CRA says plan to improve customer service is working

OTTAWA—After public complaints and a scathing auditor general’s report , Canada Revenue Agency call centres are answering twice as many calls as they did this summer, but an assistant commissioner with the agency said Wednesday Canadians should not expect to get through all of the time.

After a surge in public complaints this summer, the CRA launched a 100-day improvement plan that is now complete. Whereas only 35 per cent of callers could get through to call centre staff in the summer, more than 70 per cent are now getting through, according to the agency. During one week this fall, the rate climbed to 92 per cent, the agency said. But Melanie Serjak, an assistant commissioner with the agency, said maintaining that 70 per cent target is the agency’s goal.

“We will never be in a positi