Overview
- The CRA says unique calls answered rose from 35% to over 70%, peaking at 92%, after extending term contracts and rehiring about 1,250 staff.
- Digital self-serve tools expanded, including online sign-in recovery, a Manage Balance payment feature, scheduled callbacks that supported more than 59,000 people, and phone routing that sends payment questions directly to specialists to avoid about 95,000 transfers annually.
- Document verification sped up account creation, giving 88% of new users immediate access in October and potentially removing about 300,000 calls each year.
- Targeted processing and system enhancements increased throughput, with more than 23,000 additional Disability Tax Credit cases completed and automation expected to handle roughly 115,000 more tax adjustments annually.
- With filing season approaching, the CRA is extending term contracts, hiring and training more contact-centre staff, and accelerating a new contact platform planned for summer 2026, as the Ombudsperson continues to monitor service outcomes.