The audit also found CRA customer complaints have surged 145 per cent since 2021
Auditor General Karen Hogan says the Canada Revenue Agency is failing to give Canadians timely and accurate information when they call for help.
A new report tabled Tuesday (Oct. 21) in the House of Commons found that CRA contact centres often leave callers waiting too long, and when they do connect, many receive incorrect answers about taxes or benefits.
MP for Leeds–Grenville–Thousand Islands and Rideau Lakes, Michael Barrett, pointed out the alarming percentage of misinformation coming from CRA agents.
Barrett said residents in the area have been struggling to get through to live agents, calling the situation unacceptable.
He added that it’s up to the federal government and the minister responsible to ensure the system works properly.
Barrett also drew attention to another issue flagged in the auditor general’s report that he believes needs urgent attention.
The audit also found CRA customer complaints have surged 145 per cent since 2021.
Hogan said better service is key to restoring public trust and ensuring Canadians get the help they need.
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