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By Rodrigo Santos Andrade
CRA says it ‘will never’ answer 100% of calls despite upgrades
visibility comment0 event December 12, 2025 timer 15:56
The Canada Revenue Agency (CRA) says it has met its goal of answering 70% of calls following a 100-day service improvement plan, up from just 35%. However, Assistant Commissioner Melanie Serjak admits answering every call is “not sustainable” for the taxpayer. CTV’s Kimberley Fowler reports on the new digital tools designed to divert calls, while Marc Brière of the Union of Taxation Employees calls the hiring blitz a “band-aid solution” that hasn’t been tested during peak tax season.
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