000	00000nam 2200000zi 4500
001	9.955170
003	CaOODSP
005	20251022144707
006	m     o  d f
007	cr mn|||||||||
008	250911t20252025oncdb   ob   f000 0 eng d
020	|a9780660789187
040	|aCaOODSP|beng|erda|cCaOODSP
043	|an-cn---
086	1 |aFA1-27/2025-1-6E-PDF
110	1 |aCanada. |bOffice of the Auditor General, |eauthor, |eissuing body.
245	10|aCanada Revenue Agency contact centres : |bindependent auditor's report.
264	1|a[Ottawa] : |bOffice of the Auditor General of Canada = Bureau du vérificateur général du Canada, |c2025.
264	4|c©2025
300	|a1 online resource (v, 33 pages) : |bcharts, map.
336	|atext|btxt|2rdacontent
337	|acomputer|bc|2rdamedia
338	|aonline resource|bcr|2rdacarrier
490	1 |aReports of the Auditor General of Canada to the Parliament of Canada, |x2561-343X
500	|aIssued also in French under title: Les centres de communication de l'Agence du revenu du Canada : rapport de l'auditeur indépendant.
504	|aIncludes bibliographical references.
520	|a"Overall, the Canada Revenue Agency did not provide timely and accurate information to callers contacting its 8 contact centres about individual taxes, benefits, and business taxes. In the 2024–25 fiscal year, the agency’s service standard was to respond to 65% of the calls within 15 minutes or less. We found that just 18% of callers reached an agent within 15 minutes or less. For the month of June 2025, only 5% of the calls met the 15 minutes or less standard. In addition, callers choosing to speak with an agent waited on average about 31 minutes, almost twice as long as they had waited a year earlier. Only callers using the northern contact centre line received timely access to agents"--At a glance, page iii.
610	20|aCanada Revenue Agency|xAuditing.
650	0|aCall centers|zCanada|xAuditing.
775	08|tLes centres de communication de l'Agence du revenu du Canada : |w(CaOODSP)9.955172
830	#0|aReports of the Auditor General of Canada to the Parliament of Canada.|w(CaOODSP)9.846691
856	40|qPDF|s1.34 MB|uhttps://publications.gc.ca/collections/collection_2025/bvg-oag/FA1-27-2025-1-6-eng.pdf|z[Report]
856	4 |qHTML|sN/A|uhttps://www.oag-bvg.gc.ca/internet/English/parl_oag_202510_01_e_44717.html|z[Summary]