We examined the human resource capacity at call centres, but we did not look at the overall human resource strategy for call centres.Ģ.9 More details about the audit objective, scope, approach, and criteria are in About the Audit at the end of this report. If taxpayers cannot get timely access to accurate information, they may file incorrect returns, miss filing deadlines, pay too little or too much tax (and later be subject to reassessment), or miss out on benefits they are eligible to receive.Ģ.8 We did not examine the Agency’s information technology other than how the Agency uses it to control the number of callers who get access to agents. We also did not examine how easy it was to find information on the Agency’s website or the quality of that information.Ģ.7 This audit is important because call centres are a key source of information. We did not examine the accuracy of information given by the automated self-service system. We also looked at whether callers reached an agent on the first attempt.Ģ.6 To evaluate whether agents gave callers accurate information, we examined whether the responses that agents gave reflected relevant tax legislation correctly. To evaluate whether taxpayers had timely access to information through the call centres, we defined an answered call as either one that was answered by an agent or one that was answered by the Agency’s automated self-service system and lasted at least a minute. Focus of the auditĢ.4 This audit focused on whether the Canada Revenue Agency’s call centres provided Canadian taxpayers with timely access to accurate information.Ģ.5 We examined calls received on the call centres’ lines for addressing questions from individuals, from businesses, and about benefits. They are also the main source of information for those who do not have Internet access, those who are uncomfortable using computers, and those who cannot find answers on the Agency’s website. The Agency’s call centres help callers with specific questions. At the time of the audit, the Agency operated nine call centres across Canada.Ģ.3 The Agency’s online services and telephone call centres are the primary ways for the public to obtain tax information. It also administers and collects business payroll payments and goods and services taxes.Ģ.2 The Agency’s call centres are meant to give individuals and businesses timely, accurate information about their taxes, credits, and benefits.
Canada revenue agency sudbury tax centre phone how to#
You can find information about how to reach the Canada Revenue Agency call centre over here or by dialing 1-83.
“All the decisions are being made a lot faster… And the government has put a lot on the shoulders of the CRA.” “Things are going fast with the pandemic,” said Brière.
The agency and the union say they continue to negotiate about whether to temporarily move these collection agents into other duties required to support emergency measures. It is not entirely clear how the suspension of most collection activities has altered the workload of the other collection agents, but the agency said these employees are still looking at collecting some debts, on a case-by-case basis and performing other “non-critical collection activities such as inventory management, responding to inbound requests related to financial hardship and engaging in training and learning opportunities.” They acknowledged it and we’re good to go,” Brière said. “Basically, the message was to say that we’re there, we still want to collaborate, we need to be consulted.