Canadians Frustrated by CRA’s Long Wait Times
Hey everyone, have you noticed how hard it’s been to get through to the Canada Revenue Agency lately? Well, you’re not alone. There’s growing frustration across the country because reaching someone at the CRA has become a real headache for many Canadians. Calls are being dropped, hold times stretch for hours, and sometimes people don’t even get an answer. It’s a problem that’s being called “bloated and Byzantine” by critics, and it’s causing a lot of stress for taxpayers who just need help.
The issue isn’t new, but it’s definitely getting worse. Gord Johns, a Member of Parliament from British Columbia, put it bluntly: when the government wants money, it can reach you immediately, freeze your bank account, or even send collection agents to track you down. But when you need assistance or have a question, it’s like you’ve disappeared. People are stuck on hold, often for hours, and then sometimes the call just drops.
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Marc Brière, who represents over 35,000 CRA employees, shared some numbers that are pretty shocking. Less than five percent of calls are being answered, and many Canadians are being pushed to automated systems after just 30 minutes. Sure, you might get answers to some basic questions, but anything more complex—like disputes or benefits inquiries—requires calling back, and sometimes you wait weeks or even months to get through.
Part of the problem comes down to staffing. Thousands of call center jobs were cut over the last few years, leaving the remaining employees overwhelmed and at a breaking point. There’s a clear need for more resources and better support so that Canadians aren’t left hanging. On top of that, technology issues like slow call systems and dropped lines are making things even more frustrating.
Critics argue that the CRA has grown too large and bureaucratic. Carson Binda from the Canadian Taxpayers Federation pointed out that the agency has about 52,000 employees for roughly 42 million Canadians, while the U.S. IRS has 90,500 staff serving over 300 million Americans. Adding more bureaucracy hasn’t solved the delays, it seems—it’s only made things more complicated.
The good news is that the government is paying attention. Finance Minister François-Philippe Champagne has given the CRA 100 days to come up with a plan to reduce these long wait times and improve service. People are hoping this will finally lead to faster, more reliable support for taxpayers, whether they’re dealing with questions, concerns, or disputes. Canadians deserve better access to the services they rely on, and there’s pressure now for the CRA to step up and deliver.
So if you’ve been on hold with the CRA recently, you’re definitely not imagining it. The frustration is real, and hopefully, changes are coming soon to make this “bloated” system a little less of a headache for everyday Canadians.
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