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CRA Extends 850 Call Centre Contracts to Ease Service Strain
The Canada Revenue Agency (CRA) has granted contract extensions to approximately 850 call centre employees whose terms were set to expire in September. The move comes amid mounting concerns from the Union of Taxation Employees (UTE) over staffing shortages that have led to long wait times, dropped calls, and a surge in taxpayer complaints.
Union president Marc Brière described the decision as a “first victory” in their campaign to halt job cuts and restore service levels. Over the past year, the CRA has shed nearly 3,300 call centre positions, a reduction the agency attributes to budget constraints, the end of temporary pandemic programs, and government-wide savings initiatives.
While the extensions will keep the affected workers on staff until March 2025, both the union and the taxpayers’ ombudsperson warn that further cuts could deepen service delays. The federal government is currently reviewing departmental budgets with potential reductions of up to 15% over three years.
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