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Auditor General Slams CRA Call Centres for Inaccurate Tax Guidance

  Auditor General of Canada Karen Hogan holds a press conference at the National Press Theatre in Ottawa on Tuesday, June 10, 2025. The Canada Revenue Agency’s (CRA) call centres are failing to provide Canadians with reliable tax information, according to a new report from Auditor General Karen Hogan. Between February and May 2025, Hogan’s office placed test calls to CRA contact centres and found that agents gave accurate and complete answers to individual tax questions only 17 per cent of the time . While responses to business tax or benefits inquiries were somewhat better, accuracy reached just 54 per cent , with completeness hovering around 30 per cent. The report also highlighted long wait times. Despite the CRA’s target of answering 65 per cent of calls within 15 minutes, only 18 per cent of calls met that standard. In June, fewer than five per cent were answered within the promised timeframe, with average waits stretching to more than half an hour  Hogan criticized t...
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The Self-Checkout Conundrum: Convenience or Chaos?

 

Self-checkout systems, a common sight in modern retail, are undergoing a critical evaluation. Initially hailed for their potential to streamline shopping and reduce labor costs, these systems have also brought frustration and challenges. Here’s a brief look at the current state of self-checkout:

  • Customer Frustration: Some shoppers express discontent with the cumbersome technology and feel that checking out has become a laborious task, meriting a discount for their efforts.

  • Retailer Reactions: Some stores are imposing item limits at self-checkout stations, while others, like British chain Booths, are removing them due to customer backlash. Theft and loss prevention remain significant concerns.

  • Labor Implications: The Bureau of Labor Statistics notes a decline in cashier jobs, attributed to self-checkout and online sales. Some workers find the new system brings a different kind of monotony and concern for safety.

  • Technological Advances: Despite the issues, innovations continue. Kroger uses AI to detect scanning errors, and Amazon’s “just walkout technology” offers a checkout-free experience, hinting at the future of retail.

As the industry navigates these challenges, the fate of self-checkout hangs in the balance, with customer satisfaction and operational efficiency at the forefront of this retail revolution.

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