Long phone wait times at the Canada Revenue Agency have been a nightmare for taxpayers—especially during tax season. But that could be about to change. The CRA is hiring or rehiring around 1,700 call centre agents in time for the 2026 tax season.
That’s a serious attempt to reduce the endless on-hold music and improve how fast you get help with tax, benefits, and account issues. Let’s cut into what this hiring wave means for everyday Canadians.
Pressure
Let’s be honest: the CRA hasn’t had the best reputation when it comes to picking up the phone. With call volumes peaking at over 300,000 a day during tax season, the system has been overwhelmed. Many Canadians were left waiting for hours—or worse, gave up entirely after trying to get a live agent. This hiring push is the CRA’s answer to that pressure.
It’s not just about numbers. According to Melanie Serjak, an assistant commissioner at the CRA, the goal is to grow the call centre team to around 4,500 agents. That’s a big bump designed to match growing call demand and fix years of slow service.
Frustration
We’ve all been there—dialling the CRA, hearing the same looped message, then waiting… and waiting. Frustration has been building for years. Public audits and surveys have highlighted the issue: people just want fast, accurate help when dealing with taxes, payments, or benefits.
The CRA tried to address this earlier with its 100-Day Service Improvement Plan. That plan helped double the number of calls answered and introduced handy features like scheduled callbacks. But clearly, the system still needs more people on the front lines.
Relief
Hiring 1,700 new agents means shorter wait times—plain and simple. It means fewer hours stuck on hold trying to ask basic questions about your tax return or why your Canada Child Benefit hasn’t shown up. With more agents, the CRA can help more people faster, especially during that crunch time in early 2026.
At the same time, the CRA is building out its digital tools. GenAI chatbots and improved self-serve systems are being upgraded to take care of simpler issues—freeing up human agents for more complex calls.
Balance
What’s smart about this move is that the CRA isn’t going all in on human hiring or tech—it’s doing both. This balanced approach helps keep the system flexible.
Say you forget your MyCRA login or need to change your mailing address. You can now do that online, no need to call. These improvements are meant to trim down call volumes so agents can focus on the people who really need one-on-one help.
Here’s a quick look at how the CRA is managing both human and digital support:
| Support Type | What It Handles | Benefit to Taxpayers |
|---|---|---|
| Human Agents | Complex tax and benefit issues | Personalized, accurate help |
| Chatbots & Online | Passwords, account changes, basic queries | Faster, no-hold solutions |
| Callback Options | Account access, scheduling support | Cuts down live wait time |
Terms
Most of these 1,700 new roles are temporary or short-term contracts. They’re meant to handle the massive wave of calls expected in the coming months. While helpful now, some worry this doesn’t solve long-term service issues.
Union reps and public workers have pointed out that years of cutbacks and attrition led to the long waits we’re dealing with today. They believe the CRA needs more permanent staffing and investment in infrastructure to prevent the same cycle from repeating itself.
Timing
Here’s why this matters right now: tax season is coming. Canadians will soon start filing, checking benefit eligibility, and asking all sorts of account-related questions. Last year, the CRA handled over 32 million calls during tax season—and similar, if not greater, numbers are expected again.
So yes, this hiring move is a bit of a fire drill, but it’s one that could actually make a difference.
Reaction
Reactions to the hiring initiative have been mixed. Some unions and civil servants are happy to see the CRA taking action, calling it a step in the right direction. Others feel the move is too little, too late. They argue that permanent roles and consistent investment would have avoided the backlog in the first place.
Still, most agree that bringing on more agents before tax season is better than doing nothing. It’s at least a real attempt to improve the taxpayer experience.
Impact
For you and me, this hiring means better odds of getting through to someone who can actually help. Whether it’s fixing a missed benefit payment, understanding your tax refund delay, or resolving an account issue, more agents = more answers.
And with new digital tools backing them up, the CRA is positioning itself to deliver faster, smarter service. It may not be perfect yet, but it’s clearly a step in the right direction.
The 1,700-agent hiring spree is part of a bigger picture. The CRA is modernizing—mixing tech with a real human touch. And while peak seasons will always be busy, this effort should bring much-needed relief for taxpayers who are just looking for answers and a little less stress come tax time.
FAQs
Why is CRA hiring 1,700 new agents?
To reduce long wait times and improve call center service.
Will wait times be shorter now?
Yes, with more agents, calls should be answered faster.
Are these CRA jobs permanent?
Most of the new roles are temporary or term contracts.
Can I still get help online?
Yes, CRA has upgraded self-serve tools and chatbots.
When will these changes take effect?
Before the 2026 tax season begins.
