Canadians who call the CRA for information often experience long wait times and are frequently given incorrect information, according to a new report.

On Tuesday, Oct. 21, the Office of the Auditor General of Canada (OAG) published its 2025 report on CRA call centres to Parliament. The report found that the CRA’s contact centres “are not providing taxpayers with timely and accurate information.”

The report is an independent and objective assessment of how effectively the government manages its activities, responsibilities, and resources. It’s also especially timely as the CRA is working to replace its telephony system.

Long wait times

During the 2024-2025 fiscal year, the CRA received over 32 million calls, with only just over 10 million of those reaching an agent.

The agency also f

See Full Page