Canada Revenue Agency contact centres : independent auditor's report. : FA1-27/2025-1-6E-PDF

"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.

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