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CRA Tax Adjustment Delays Now Stretch Up to 47 Weeks — Here's How to Avoid Getting Stuck

   July 12, 2026   If you've ever filed a request to correct or update your tax return and then waited... and waited... you're not imagining it. Canada's Taxpayers' Ombudsperson has confirmed that some Canada Revenue Agency (CRA) adjustment requests are now taking nearly a year to process — and it's launched a formal investigation into why. What's Actually Happening When you need to change something on a tax return you've already filed — say you forgot a slip, need to update a deduction, or want to claim a credit you missed — you submit what's called a T1 adjustment request. The CRA sorts these into two speeds: Routine requests (filed online through your CRA My Account or certified tax software) have a service standard of just 2 weeks . By phone or mail, the standard is 8 weeks. Complex requests — where the CRA needs more documentation or a deeper review — carry a service standard of 20 weeks . The problem: the CRA isn't hitting even its own "...
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CRA Turns to AI and Enhanced Training to Fix Call Centre Failures



In response to mounting criticism over poor service quality, the Canada Revenue Agency (CRA) is embracing artificial intelligence and standardized training to improve the accuracy of answers provided by its call centre staff.

A recent audit revealed that CRA agents correctly answered only 17% of individual tax questions during a key period in 2025. The findings sparked concern among both taxpayers and lawmakers, prompting the agency to take swift action.

Melanie Serjak, Assistant Commissioner at the CRA, told a parliamentary committee that the agency is rolling out a more senior and standardized training program for its call centre agents. In addition, the CRA is expanding its use of automation and AI tools to support staff in delivering more reliable information.

One of the AI tools already in use is “Charlie,” a rule-based chatbot that provides scripted answers to frequently asked questions. While Charlie was found to be accurate only about one-third of the time, the CRA is now piloting a generative AI version that could offer more dynamic and context-aware responses.

The CRA’s renewed focus on technology and training comes as part of a broader 100-day plan mandated by the federal government to address call centre delays and service gaps. The agency is also hiring more staff and extending the hours of its online chat services to meet growing demand.

While experts caution that AI should not replace human judgment, especially when current staff struggle with basic accuracy, the CRA sees these initiatives as essential steps toward restoring public trust and improving taxpayer support.


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