Frustrated Canadians grappling with long wait times, disconnected phone calls or inconsistent and unclear information

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Taxpayers’ ombudsperson François Boileau, whose office is responsible for reviewing service-related complaints about the CRA, said the public’s frustration with the agency has been “long-standing.”

Canadians have been grappling with long wait times, disconnected phone calls or inconsistent and unclear information when they do get connected with an agent, Boileau said. The CRA’s website itself is inundated with too much information that can confuse users or put them through an endless loop, he said.

However, in recent months, Boileau’s office (which is comprised of 32 staff) has seen a surge in complaints and is struggling to manage a backlog from the

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