00000nam 2200000zi 4500 9.955170 CaOODSP 20251022144707 m o d f cr mn||||||||| 250911t20252025oncdb ob f000 0 eng d 9780660789187 CaOODSP eng rda CaOODSP n-cn--- FA1-27/2025-1-6E-PDF Canada. Office of the Auditor General, author, issuing body. Canada Revenue Agency contact centres : independent auditor's report. [Ottawa] : Office of the Auditor General of Canada = Bureau du vérificateur général du Canada, 2025. ©2025 1 online resource (v, 33 pages) : charts, map. text txt rdacontent computer c rdamedia online resource cr rdacarrier Reports of the Auditor General of Canada to the Parliament of Canada, 2561-343X Issued also in French under title: Les centres de communication de l'Agence du revenu du Canada : rapport de l'auditeur indépendant. Includes bibliographical references. "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. Canada Revenue Agency Auditing. Call centers Canada Auditing. Les centres de communication de l'Agence du revenu du Canada : (CaOODSP)9.955172 Reports of the Auditor General of Canada to the Parliament of Canada. (CaOODSP)9.846691 PDF 1.34 MB https://publications.gc.ca/collections/collection_2025/bvg-oag/FA1-27-2025-1-6-eng.pdf [Report] HTML N/A https://www.oag-bvg.gc.ca/internet/English/parl_oag_202510_01_e_44717.html [Summary]