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Canada Promises To Improve Tax Advice Helplines

by Mike Godfrey, Tax-News.com, Washington

19 June 2018


The Canadian Revenue Agency (CRA) has unveiled a three-point action plan to improve the services offered by its call centers.

The action plan forms part of the Government's response to the Auditor General's fall report on CRA call centers.

One of the CRA's aims is to ensure that callers receive information on wait times as well as on service options available to them when they call, and that they have the option to wait to speak to an agent. A range of pilot schemes have been launched and the Government will consult on the nature of the improvements it intends to make.

The CRA also intends to better monitor the service it provides, to improve the information being offered to taxpayers and identify areas where the tax information provided could be improved through staff training. This tax-filing season, 74 percent of calls made to the CRA's Individual Tax Enquiries lines were answered, compared with 37 percent for the 2015 tax-filing season. In Budget 2018, the Government announced an additional investment of CAD206m (USD158.9m) over five years, starting from 2018-19.

Revenue Minister Diane Lebouthillier said: "The Canada Revenue Agency understands how important its call center service is to Canadians. Each year, the vast majority of Canadians must interact with the Agency in one way or another. Although most interactions are now online, our call centers remain a crucial way for our clients to reach us."

"Our government has chosen to invest in the Agency's services and our investments are starting to pay off. My priority remains that the Agency treat Canadians as important clients and not just taxpayers."

TAGS: tax | investment | revenue guidance | training | goods and services tax (GST) | tax authority | Canada | revenue statistics | services

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