The Canada Revenue Agency (CRA) has assured taxpayers that it is better prepared for the upcoming tax season after facing heavy criticism last year over long wait times and inaccurate advice from agents.
Following widespread complaints, the agency has implemented several improvements aimed at delivering faster, more accurate, and more accessible services to Canadians.
Major Service Improvements Introduced
Under direction from the federal government, the CRA has reorganized its operations and introduced a comprehensive service improvement plan.
Key upgrades include:
- Reducing wait times on phone lines
- Hiring additional call center staff
- Updating accuracy standards for agents
- Enhancing website usability
According to Melanie Serjak, Assistant Commissioner at the CRA, the agency has focused on improving how Canadians interact with its services.
Tax Season Timeline
The 2026 tax filing season officially begins on Monday and will run for just over nine weeks, ending on April 30 for most taxpayers.
During this period, millions of Canadians will submit their tax returns and seek assistance from the CRA.
Revamped “My Account” Service
One of the most significant improvements is the update to the CRA’s “My Account” online portal.
New features include:
- Ability to manage balances and payments without contacting an agent
- Faster account recovery using security questions
- Quick identity verification using government-issued ID
- Simplified electronic notices of assessment
Taxpayers who prefer paper communication will still receive notices by mail.
The CRA has also made its website content clearer and easier to understand.
Expanded Self-Service Options
The agency has upgraded its AI-powered chatbot, which is now available 24/7.
Unlike its predecessor, the chatbot now uses generative AI to provide more detailed and flexible responses.
Additional improvements include:
- Expanded chatbot topics
- Live chat with agents available from 8 a.m. to 8 p.m. (ET) on weekdays
- Reduced reliance on phone support
These enhancements aim to ease pressure on call centers and provide faster assistance.
Increased Hiring to Handle Demand
To manage the high volume of inquiries during tax season, the CRA is actively recruiting:
- 1,500 additional call center employees
- On top of its existing 3,500 agents
During peak months (February to May), the agency handles up to 90,000 calls per day, compared to about 40,000 calls during off-peak periods.
The CRA aims to answer 70% of calls during tax season.
Efforts to Reduce Wait Times
The agency plans to operate six days a week, including Saturdays from March 21 to May 2, with phone support available from 9 a.m. to 5 p.m. (ET).
The CRA’s goal is to keep wait times under 30 minutes.
A dedicated team will monitor call volumes and redirect callers if wait times exceed this threshold. Taxpayers can also check estimated wait times online before calling.
Addressing Past Criticism
The CRA faced serious criticism last year after a report revealed that only 17% of answers to general tax questions were accurate, rising to 54% for business-related inquiries.
In response, the agency has:
- Strengthened training programs
- Improved quality checks for agent responses
- Introduced new tools to ensure accuracy
Agents now undergo 2 to 13 weeks of training, followed by supervised on-the-job experience.
According to the CRA, accuracy rates have now improved to over 90%.