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Ottawa Orders 100-Day Overhaul to Tackle CRA Service Delays
Finance Minister François‑Philippe Champagne has directed the Canada Revenue Agency (CRA) to implement a 100‑day action plan aimed at resolving what he calls “unacceptable” service delays at the agency’s call centres.
In a letter to the chair of Parliament’s finance committee, Champagne acknowledged mounting complaints from Canadians struggling to reach CRA agents, with wait times reportedly stretching to more than three hours in some cases. The plan will focus on measures such as reallocating or adding personnel, piloting a call‑scheduling system, and expanding digital service options.
The directive comes amid broader federal spending cuts, with over 3,000 CRA jobs lost since May of last year. While the agency recently extended contracts for 850 call‑centre employees, the Union of Taxation Employees warns that further cuts could worsen service levels.
Champagne and CRA officials are expected to update Parliament on the plan’s progress when the House of Commons resumes on September 15.
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