Auditor-General Michael Ferguson found that approx. 30% of answers CRA gave to taxpayers are wrong.
In addition, the CRA actively blocked calls from taxpayers so that it could say it met its service standard of keeping people waiting no more than two minutes. There were 29 million calls it blocked between March, 2016, and March, 2017 – more than half of its total call volume [53.5 million]. Those calls either get a busy signal, a message to visit the agency’s website or a message to call back later.
National Revenue Minister Diane Lebouthillier said the government agrees with the Auditor-General, adding that Ottawa has invested $50-million over four years to improve service at the CRA’s call centres.
Refer Global and Mail for detail.