CRA Call Centre Accuracy Concerns

At GGLR Accounting, we often hear from clients frustrated by long waiting times and inconsistent answers when they contact the Canada Revenue Agency (CRA) directly. Unfortunately, these experiences are not isolated. The Office of the Auditor General of Canada’s 2025 report uncovered significant issues with the accuracy and reliability of CRA call centre responses. According to the report, “Agent responses to business tax or general benefits questions were accurate just over 54% of the time, while responses to general individual tax questions were accurate only 17% of the time.” This data highlights the real challenge Canadians face when seeking accurate and timely information.

“Agent responses to business tax or general benefits questions were accurate just over 54% of the time, while responses to general individual tax questions were accurate only 17% of the time.” 

As your trusted accounting advisors, we want our clients to understand that contacting the CRA directly does not always guarantee a correct answer. Incorrect information can sometimes lead to errors or delays in tax filings and could even result in added penalties or interest. The full report is available on the Auditor General’s website here and is also covered in a Global News story you can watch here.

GGLR Accounting can deal directly with the CRA on our clients’ behalf whenever possible. We routinely represent clients in communications, requests, and filings with the Agency. However, the taxpayer needs to authorize us and there are limits. Certain CRA departments will only release information directly to the taxpayer, not to authorized representatives. Some account updates, password resets, or benefit inquiries, for instance, must be completed directly by the taxpayer. These restrictions can be frustrating, but they are part of the CRA’s privacy and security framework.

We want to assure our clients that we deeply sympathize with the widespread frustration surrounding CRA service standards. Like many Canadians, we share the hope that the federal government will take the necessary steps to improve the quality and reliability of taxpayer assistance in the near future. Accurate communication from the CRA is essential for compliance, trust, and fair treatment.

In the meantime, GGLR Accounting remains committed to helping clients navigate these challenges as smoothly as possible. When CRA representatives provide unclear or contradictory information, we can help interpret, verify, and guide you through the appropriate procedures. Our role is to ensure your tax and accounting matters are handled precisely, confidently, and in full compliance with Canadian tax law—despite the limitations currently faced in the system.