CRA’s 100-Day Mandate – Will It Deliver?

Geoff Currier

It’s no surprise to you that the Canada Revenue Agency is far from peak efficiency. Difficulty reaching an agent, long delays in getting information, and inconsistent service have finally caught the attention of the minister responsible for the agency that collects our taxes. Over the past 50 years, Canada’s Income Tax Act has grown increasingly complex, making it harder for average taxpayers to file their own returns. When you add CRA’s service shortcomings to the mix, the result is clear: your expertise has never been more essential.

The Backdrop
In early September, Finance and National Revenue Minister François-Philippe Champagne sent a blunt letter to the chair of the House of Commons finance committee. Canadians, he wrote, “expect and deserve reliable and timely service. Despite the dedication of hardworking CRA employees, it is increasingly apparent that the Agency is not meeting that standard.” He called CRA’s service delays and access challenges “unacceptable.”

Minister of State Wayne Long was even harsher in a CTV interview: “We hit rock bottom. It can’t get much worse than it is right now.” Few in the tax profession would disagree. Champagne has now ordered CRA to develop a 100-day plan to “strengthen services, improve access and reduce delays.”

Why It Matters
This is welcome news not only for Canadians but especially for you in the tax preparation business. At Knowledge Bureau, we’ve heard your growing frustration with CRA—delays and inefficiencies that make it difficult to serve your clients. Your ability to provide timely, accurate service is directly tied to CRA’s ability to do its job.

The Problems
The stories are familiar: agents unable to answer questions, long hold times, and inconsistent or incorrect information. Many of you report that agents seem undertrained—or that calls simply go unanswered.

Other pain points include:

• Agents working remotely, raising both security and reliability concerns.
• Unacceptable turnaround times for Disability Tax Credit applications, T1 adjustments, and processing reviews.
• A lack of experienced agents for e-filers. A dedicated line could be a game-changer.
• Promised callbacks within 48 hours that often never materialize.

Although some believe CRA has cut jobs, Treasury Board data tells a different story: staffing grew from 39,500 in 2016 to 59,000 by 2023, before falling to 52,500 this year.

Still, Champagne has directed CRA to reallocate resources, expand digital services, and test a new call-scheduling system. Costs remain unclear.

Encouragingly, he also expects CRA to consult with the private sector—meaning your voice could finally be heard. Skepticism, of course, is understandable.

The Bottom Line
It remains to be seen when CRA will produce its 100-day plan—or whether you’ll see any measurable improvements. Announcements and letters are one thing; action and results are another. For now, the profession—and Canadians—will be watching closely.

That’s why our September poll question is focused on this topic: “On September 2, Finance Minister Champagne mandated CRA to implement a 100-day plan to “strengthen services, improve access, and reduce delays.” That’s by December 11, 2025. Do you believe this approach will help?” Please weigh in with your thoughts.   

As CRA sharpens its focus on audits and collections, taxpayers face an even tougher challenge when support from the Agency itself is inconsistent. That’s where the role of trusted professionals becomes critical. At the CE Savvy Summit on September 17, you’ll gain the strategies and tools needed to protect your clients and strengthen your audit defence