CRA Enhances Phone Services for Tax Season

Beth Graddon

Tired of long hours on hold with CRA? There’s good news, CRA has extended call center hours and call back services.  While CRA is advising people to go to their website before calling, they’ve also contracted with a third party to help with general questions about pandemic supports. Will these changes help improve service standards for tax season?

According to the CRA, the call back service will allow those with individual tax enquiries, benefits enquiries, and business enquiries to choose an option of a callback when wait times reach a certain length.  That length of time was not provided in their news release.

Also good to know:  The Individual enquiries line is open Monday to Friday from 9am to 9pm local time.  CRA’s extended Saturday hours will be 9am to 5pm as of February 27th.

CRA has also contracted with a third-party service provider to assist with client service capacity issues. Specifically, these agents will answer general enquiries about emergency benefits, but they will not have access to taxpayers’ personal information.

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