New!  CRA Callback Service for Professional Tax Practitioners

Barbara Britto

The Canada Revenue Agency (CRA) has implemented a new callback service aimed at decreasing wait times and optimizing support for individual tax and benefit inquiries from tax pros. The pilot initiative started on Friday, February 27, 2026.  But how is it working for you?  We’d like to know!  Here’s the backdrop and the criteria for use:

The Backdrop.  For many years, tax professionals have used traditional phone queues to contact CRA representatives, frequently encountering extended wait times, especially during peak filing seasons. The newly introduced callback service is designed to significantly enhance this experience. Practitioners may now request a callback by submitting a straightforward online form, which places their inquiry into a queue.  A qualified CRA agent will then initiate a return call as soon as available.

The CRA emphasizes that this service is a pilot project, available only during the 2026 filing season, and it will be evaluated for effectiveness, efficiency, and overall impact before any long‑term decisions are made about retaining it.

What Information is Needed?  To utilize this service, practitioners are required to provide the following information on the form:

• A direct telephone number (extensions are not permitted)
• Their time zone
• Their preferred language
• When the agent calls, practitioners must have their Rep ID ready to verify their identity and authorization.
• For any taxpayer‑specific inquiries, it is essential that practitioners are listed as an authorized representative on the client's account. This policy remains in effect to ensure that confidential tax information is disclosed solely to individuals with appropriate authorization.
• To request a callback, fill out the submission form.  CRA’s system will automatically queue the request and connect the tax practitioner with an agent when one becomes available. 

The Rules of Use. Practitioners can only have one active callback request per phone number at any time.  CRA says this will help prevent duplicate submissions and keeps access fair. Furthermore, practitioners are subject to a daily limit of five callback requests, which CRA hopes will regulate call volume and uphold their service standards.

But what if you are with a client when CRA calls back?  The CRA will try up to three times to contact the practitioner on the day the request is made. If none of these attempts are successful, the practitioner must send a new request.  That could be a major fly in the ointment.

No Business or EFILE Queries.  It is important to note that this new callback service is exclusively for individual tax and benefit enquiries. It does not apply to business‑related questions, and practitioners with EFILE‑specific issues must continue to contact their designated EFILE helpdesk.

Bottom Line:   By eliminating the need to wait on hold, the CRA is offering tax professionals a more flexible, predictable, and efficient way to access assistance during the busiest months of the year.  However, the big test is to come as clients ramp up their filings this month.

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