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It also acknowledged that its current call centre technology is “outdated” and will be upgraded.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

Surrey seniors call Seniors’ Centre Without Walls, a new-to-B.C. program

‘Crazy coincidence’ saw program connect soon after COVID-19 pandemic hit

Liquor permission considered for White Rock’s Memorial Park

Council mulls business-boosting measures, including picnic benches

Surrey pushing the poor out of Whalley, public hearing speakers say

‘There is a war on the poor here in Surrey,’ resident Dave Diewert tells city council

IHIT investigating death of Surrey woman

Injured woman was taken to SMH early Tuesday morning

Charges laid in 2019 single-vehicle crash in Surrey that killed young soccer star

Dilpreet Sandhu, 19, faces eight charges in early morning crash that killed Brandon Bassi

If Trudeau won’t stand up to Trump, how will regular people: Singh

Trudeau did not directly answer a question about Trump’s actions amid protests

VIDEO: Internal investigation into aggressive arrest by Kelowna Mountie

A video allegedly shows a Kelowna Mountie striking a man several times

COVID claims 23rd Langley Lodge patient, making it the deadliest outbreak in B.C.

Coronavirus kills another senior at Langley care home, bringing B.C. total to 166

Family of dead B.C. football star urge changes to mental health policies in hospitals

Uko family disappointed in actions of Regina hospital, hosting public funeral service this weekend

Help the ‘Cloverdale Reporter’ continue its mission to provide trusted local news

Facing changes together: Your community, your journalists

22 new COVID-19 test-positives, one death following days of low case counts in B.C.

Health officials urged British Columbians to ‘stand together while staying apart’

John Horgan says COVID-19 restrictions won’t be eased regionally

B.C. Liberals urge ‘tailored’ response based on infections

Feds get failing grade for lack of action plan on anniversary of MMIWG report

‘Instead of a National Action Plan, we have been left with a Lack-of-Action Plan’

Maple Ridge woman fights WorkSafe BC over police widow’s pension

Dalila Vroom says husband, Const. Rob Vroom, died as a result of PTSD from time with Abbotsford PD

Most Read