April Poll

In your view has CRA’s service level to professional tax advisors improved this year?


Honestly if feels it like CRA is trying to do our entire profession in.  Get rid of us completely so people will get CRA to file their tax returns with minimal to no deductions they’re entitled to.  Or maybe they won’t need us if we go to a universal basic income??

By Jodi on April 15, 2021

There service is so bad it is not worth calling them.  You wait online for hours (not minutesand the person you talk to can’t ofer an answer because they are working from home.

By FRANK BIRD on April 15, 2021

It is mind boggling the inefficiency of CRA. I don’t know why anyone would want to work for them. Hours before an phone gets picked up, their system are constantly down, their online “services” are outdated, ... if they would focus on getting the online services optimized, then many called would be eliminated, and as tax preparers we could get be able to help out clients faster. Why does CRA has so many roadblocks? For example: changing a gst period to match with year end of corporation should be easy and simple, but no, faxing, calling, just not to get any results…. no wonder why so many Canadians are delinquent in their taxes, the institution is !

By Veronique Dewilde on April 15, 2021

NO, ... Well, I guess zero is a little better than when they tried to do something.  Does that count?

By ALAN ROWELL on April 14, 2021

When the previous government was in power, they reduced the tax centres from 10 or 11 down to 4. Then they reduced the number of agents working at each centre.  Then they hired people, gave them a couple of hours training and told them “you now are qualified to answer any and all questions that come your way - all you have to do is go to the CRA website, look up the topic and read the results back to the caller.”  I once had a student working in an Ontario tax centre rule that the taxpayer who lived and worked in Alberta for the past 20 years now lived in Nova Scotia and thus owed a bucketful of extra taxes.  It took weeks to get through to the part time worker.  If anyone else ran a business like that, they would be shut down in no time.

By Pat Gamborg on April 14, 2021

I have found that over the past 5 years the workers at CRA have gone from bad to worse.  They read what is in front of them and don’t think.  They don’t listen and in some case are rude and become down right combative verbally when you question their answer or ask for a supervisor.  I have found that phoning back at various times of the day doesn’t help and in some case supervisors are worse then the first person you talked to.  The solution is finding GOOD CRA workers that are supervisors or in various departments asking them if you can call them back when you get stuck.  Nine times out of ten they say yes BUT now those good ones are retiring.  HELP!  I just keep trying till I find someone knows what they are talking about and can support it with actual legislation.  NO WAY am I going to get my client into trouble because of newby CRA staff that know it all.

By Laura-Ruby Stade on April 14, 2021

CRA should have extended the April 30
Deadline also this year.  We are still in the pandemic and where I live, we are in confinement, worst than RED
We are going crazy to serve our clients need. Rush Rush. The Revenue minister should extend the deadline

By Gilles Moreau on April 14, 2021

I have the same issues as above. The worst being a 2 hour wait only to get a message when connect that this Rogers customer is unable to answer your call. I cannot afford to have my business line held up all day like this. P.S. I put in a formal complaint about the music a couple of years ago, I do not understand why they couldn’t at the least have the CBC radio for the hold music.

By Melanie Madsen on April 14, 2021

I agree with many previous comments. I either can’t get through at all, or get through, wait 2+ hours, then get disconnected. I still have unanswered questions but have given up trying.

By Pauline Clark on April 14, 2021

I had the need to call CRA twice this year. The first time I called, I was on hold for 45 mins, transferred to another agent, put on and off hold for over an hour and then the phone disconnected. I repeated the process again the next day, same results. I then repeated the process again and was able to get my answer. Today I had the need to call and was on hold for 2.5 hrs and the call ended up disconnecting before I got an answer to my question. Tax Professionals should have a dedicated line to reach a senior resource agent.

By Connie Pettigrew on April 14, 2021

This is the worst year for CRA performance.  When I call, I am advised to give the Client SYN to accelerate the process, The next system message I received is that our agent are busy, call later.  On rate occasion an agent will answer, I explain my issue then I told I have to transfer to a specialized area, after waiting sometime over an hour the line is closed.  If there was a business functioning like CRA currently, it would not survive very long.

By Mr. Jean Marion on April 09, 2021

This is the worst I have ever encountered with the CRA.  It is almost always a minimum 2 hour wait and many times the just hang up after that time.  I could usually get someone within about 10 minutes early in the season (mid February to mid March) but not since.  The tell you “wait times may be longer than expected” and then you wait, and wait… and wait…..... and then get hung up on.

By Robert A Litschel on April 09, 2021

I was on hold for 3 hours before I got to talk to an agent & then my issue was not resolved. Only recommendation was a possible work around. Extremely frustrating!

By Margrete Lambden on April 09, 2021

March 26 I called, was put on hold for an hour, to be told by the agent my Notice of Objection filed 14 months prior was transferred somewhere, not sure where, and to call a person specialized in this area.  I called,was on hold for 2+ hrswas then told they didn’t know what was going on, she said she needed to discuss this with her supervisor, then hung up the telephone.

By SandraClark on April 08, 2021

This is the worst year ever for service. Revenue Minister does not know her job. Increased   the number
of agents by hiring from Maximus Canada which is American owned .

By Enzo Galano on April 08, 2021

Are you kidding? Past years I was able to speak to agent even after long wait, this year every time I hear the same answer:“we’re busy, call later”. Separate line for tax preparers was promised years ago..

By Val Kaushansky on April 08, 2021

Would like to Mitzi-Lynne Morgan and James Allen.

As their comments are exactly in line with my thinking on this question.

By Alice Manderson on April 08, 2021

Sometimes on here we get questions that I look at, consider, and decide that the question is a joke. That is how I feel about this one.  No, nothing has improved since the Liberals took over and gave the responsibility to a Minister of Revenue who used to be a social worker. And some people high up in the Canada Revenue Agency get paid bonuses for doing a great job and as a reward for all the improvements they have made. No, I still think the question is a joke.

By Mitzi-Lynne Morgan on April 08, 2021

How do we find the time to get our client’s taxes when the mail system doesn’t work -we are in constant lockdown.

If you were going to offset the year 2021 would have been better than 2020 to complete taxes by September 2021.

By James Allen on April 08, 2021

It’s become worse offlate

By Xavier on April 08, 2021