Canadians are getting bad advice from the taxman

An auditor has found that Canadians are getting bad advice from the taxman, when they can get through

Canadians are all too often getting a busy signal or a message to hang up and try back later when they try to contact the taxman by telephone, says the federal auditor general’s latest report to Parliament.

And when they do get through to the Canada Revenue Agency call centre, the report says they are getting bad information more often than the agency has been willing to admit publicly.

The agency has boasted that 90 per cent of callers are able to connect when they reach out for service either through a telephone self-service centre or by speaking to a call centre agent.

But that doesn’t take into account the fact that, on average, a taxpayer has to call about four times in a week just to get through to the agency, or the fact that more than half of the calls are blocked outright due to volume, said auditor general Michael Ferguson.

“We found that the agency’s numbers didn’t account for the 29 million calls it blocked in a year — more than half of its total call volume,” Ferguson said.

“Those calls either get a busy signal, a message to visit the agency’s website, or a message to call back later.”

Overall, only 36 per cent of calls to the tax agency were able to connect, said the report.

“Based on our tests — and those done by others — we found that the Canada Revenue Agency gave taxpayers wrong answers to their questions almost 30 per cent of the time,” said Ferguson.

“This rate is significantly higher than the roughly six and a half per cent error rate estimated by the agency.”

In its written response to the report, the government said it agreed on the need to improve the accuracy of information provided to taxpayers.

To that end, the CRA said it will launch a new system early next year for training its call centre agents.

It also acknowledged that its current call centre technology is “outdated” and will be upgraded.

Terry Pedwell, The Canadian Press

Like us on Facebook and follow us on Twitter.

Get local stories you won't find anywhere else right to your inbox.
Sign up here

Just Posted

Campbell River's new hospital, July 2018
Nurse diverts opiates and falsifies records at Campbell River Hospital

Nurse facing disciplinary action for moving opiates out of the hospital

The recently acquired Thulin family car, photographed in front of the Willows Hotel in 1912. MCR7453. Courtesy Museum at Campbell River
No license to drive

A Look Back into the History of the Campbell River Area

The Ka:’yu:’k’t’h’/Che:k:tles7et’h’ First Nation will be joining the SRD board as a full member in April, 2021. Photo by Marc Kitteringham, Campbell River Mirror
Island First Nation on track to join Strathcona Regional District board

Representative Kevin Jules says he’s ‘thrilled’ to be a full member of the board

The Museum at Campbell River and Greenways Land Trust are hosting a virtual talk by UVIC PhD candidate Garth Covernton on Nov. 5. Tickets are only $7 and are available at crmusum.ca. Photo courtesy Garth Covernton
New Museum at Campbell River speaker series leads off with talk on microplastics

Tickets for digital event Nov. 5 are only $7 and include the opportunity to ask questions

North Island Votes. Campbell River Mirror graphic
Babchuk declared winner in North Island

Nearly three-quarters of votes counted and mail-in ballots still to come

FILE – Provincial Health Officer Dr. Bonnie Henry provides the latest update on the COVID-19 pandemic in the province during a press conference in the press theatre at Legislature in Victoria, B.C., on Thursday, October 22, 2020. THE CANADIAN PRESS/Chad Hipolito
B.C. shatters COVID-19 records with 817 weekend cases; masks now expected indoors

Three people have died over the past three reporting periods

Is it time to start thinking about greener ways to package cannabis?

Packaging suppliers are still figuring eco-friendly and affordable packaging options that fit the mandates of Cannabis Regulations

Join Black Press Media and Do Some Good

Pay it Forward program supports local businesses in their community giving

RCMP have released more details regarding what led up to an arrest caught on video in Williams Lake Sunday, Oct. 26. (Facebook video screenshot)
Review launched after ‘high-risk, multi-jurisdictional’ chase, arrest in Williams Lake

RCMP launching a full review and code of conduct investigation

Freighter drags anchor towards Boulder Point Oct. 22. It came within 730 metres of the shore, according to maps from the Port of Nanaimo. (Photo submitted)
MacGregor introduces bill to address freighter anchorages along the South Coast

Concerns about the environment, noise, pollution and safety abundant

(Pxfuel)
B.C. limits events in private homes to household, plus ‘safe six’ amid COVID-19 surge

Henry issued a public health order limiting private gatherings to one household, plus a group of ‘safe six’ only

B.C. Liberal Leader Andrew Wilkinson speaks during a drive-in car rally campaign stop at a tour bus operator, in Delta, Saturday, Oct. 17, 2020. THE CANADIAN PRESS/Darryl Dyck
Andrew Wilkinson stepping down as B.C. Liberal leader

Will stay on until the next party leader is chosen

Harvesters participating in the extended commercial halibut season will need to land their catch in either Prince Rupert (pictured), Vancouver, or Port Hardy by Dec. 14. (File photo)
B.C.’s commercial halibut season extended three weeks

COVID-19 market disruptions at the root of DFO’s decision

Most Read