ARTICLE · 27 NOVEMBER 2025

Auditor General Report Highlights Ongoing CRA Service Challenges

Bateman MacKay LLP

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The Office of the Auditor General of Canada (OAG) recently released a report examining the Canada Revenue Agency's (CRA) call centre performance.

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Bateman MacKay LLP

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Overview

The Office of the Auditor General of Canada (OAG) recently released a report examining the Canada Revenue Agency's (CRA) call centre performance. The findings confirm what many business owners and accounting firms have long experienced: long wait times, inconsistent answers, and limited access to accurate information.

The audit revealed that in 2024–25, only 18% of calls were answered within the CRA's 15-minute target, and the accuracy rate of information provided to taxpayers was as low as 17% for individual tax inquiries. For business-related calls, the accuracy rate was just 54%.

These results underscore what we consistently experience: obtaining reliable, timely information from the CRA has become increasingly difficult.

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