September 19, 2025
RED FM News Desk
The Canada Revenue Agency (CRA) has announced a 100-day action plan aimed at improving its services, including hiring more call centre staff and expanding its use of artificial intelligence.
This initiative follows a directive from Finance Minister François-Philippe Champagne, who earlier this month gave the agency 100 days to address long wait times at call centres.
As part of its efforts to meet the December 11 deadline, the CRA says it is taking “immediate and decisive” steps. These include increasing the number of agents handling calls and extending the hours of its online chat service.
To enhance support, the CRA is also upgrading its AI chatbot to handle a broader range of inquiries. Additionally, the agency is working to reduce its backlog of tax adjustments and is testing a new call-scheduling system—a recommendation previously made by the taxpayers’ ombudsperson.
Despite handling millions of calls, the CRA acknowledges that demand continues to exceed its current capacity.
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