The Canada Revenue Agency might be getting better at answering your calls—but don’t expect perfection. Despite recent service improvements, the CRA says it will “never” be able to answer every single call it receives. With more than 30 million calls annually, officials say 100% response just isn’t possible, even with increased staffing and new digital tools.
Still, after what some called a crisis-level failure, the CRA says it’s making solid progress. Let’s take a closer look at what’s changed and what still needs work.
Reality
The CRA’s 100-day Service Improvement Plan was designed to fix major gaps in its customer service. And by the numbers, it worked—at least somewhat. Call response rates jumped from 35% to over 70%. At certain peak times, the agency says it even managed to answer 92% of calls.
But don’t get your hopes up for full coverage. According to Melanie Serjak, an assistant commissioner at the CRA, the agency simply doesn’t have the resources to pick up every single call.
With millions of calls coming in every year, staffing at those levels would be financially unrealistic. Serjak called the 70% target a “normal operational balance” for government call centers trying to remain fiscally responsible.
Plan
The 100-day plan focused on four big goals: improving call response, expanding digital self-serve tools, solving root service issues, and modernizing the CRA’s systems. Many of the improvements aren’t just about answering more calls—they’re about avoiding the need to call in the first place.
One of the biggest changes was extending contracts and rehiring 1,250 workers to boost the number of agents available. This move was critical in improving call stats during the 100-day window.
Digital
The CRA isn’t just throwing people at the problem—it’s investing in digital solutions. For example, if you get locked out of your CRA account, you no longer need to call. You can reset everything online, avoiding roughly 300,000 calls a year. Each of those calls would have taken 10 to 15 minutes, tying up valuable time.
The agency also introduced a new “Manage Balance” feature, allowing people to make payments online without talking to anyone. So far, it’s been used 23,000 times.
On top of that, the CRA’s AI-powered chatbot has gotten a major upgrade. It can now answer more complex questions and has seen a 240% jump in usage compared to last year.
Access
Scheduled callbacks are another new feature Canadians seem to love. More than 59,000 people have used it to resolve issues like account access and business registration. This tool not only reduces the time spent on hold but also ensures people get help when they’re available.
There’s also been a noticeable drop in repeat callers. According to Maxime Guénette, assistant commissioner of the CRA’s Service, Innovation and Integration Branch, unique callers fell by 11%, which means 223,000 fewer people had to call back for unresolved issues. He credits the digital improvements for this drop.
Delays
The CRA has also reduced the time it takes to process certain benefit applications. For example, the Canada Child Benefit processing time has dropped from 19 weeks to 13. The Disability Tax Credit went from 15 weeks to 11.
Even with these wins, Guénette admits the CRA is still not hitting its ideal service standards—but they’re moving in the right direction, especially as the 2026 tax season approaches.
Here’s a quick look at the improved timelines:
| Benefit Type | Before (Weeks) | Now (Weeks) |
|---|---|---|
| Canada Child Benefit | 19 | 13 |
| Disability Tax Credit | 15 | 11 |
Transfers
One behind-the-scenes win? The CRA has reduced unnecessary internal transfers by routing payment-related questions directly to specialists. That change alone avoids about 95,000 call transfers every year.
Fewer transfers mean less time wasted and better service for callers.
Uncertainty
Despite all this progress, the CRA couldn’t give a clear answer when asked whether these improvements required cutbacks in other services. Officials said efforts were “recalibrated,” not dropped—but didn’t offer specifics.
The agency also dodged questions about possible job cuts in the future. While hiring is up temporarily to reach 4,500 call center staff for the 2026 season, there’s no guarantee these roles will last.
With a government-wide expenditure review underway following Budget 2025, officials say they simply don’t know if layoffs are coming. Right now, nothing is planned before January—but beyond that, the future is uncertain.
Limits
Even with more staff and better tools, the CRA warns that it might still fall short of its 70% call answer target at peak times. During tax season, when call volumes can spike to 300,000 per day, it’s hard to promise consistent service levels.
So, while things may be better than last year, don’t expect miracles. The agency is moving fast but says there’s still “a lot of work to do.”
If you’re reaching out to the CRA this tax season, expect shorter wait times, better digital support, and more accurate responses—but don’t expect them to pick up 100% of the time. They’ve made progress, but even they admit there’s still a long road ahead.
FAQs
Will CRA ever answer 100% of calls?
No, CRA says 100% answer rate is not realistic.
What is CRA’s current call response rate?
Around 70%, up from 35% before the 100-day plan.
How many calls does CRA get yearly?
Over 30 million calls each year, mostly during tax season.
What digital tools has CRA added?
Chatbots, self-serve features, and online payment tools.
Are more CRA call center hires permanent?
Most hires are temporary for the upcoming tax season.
