To get ready for a tax filing season like no other, we’ve introduced a number of measures to help taxpayers get the tax and benefit information they need. The Canada Revenue Agency (CRA) knows that many Canadians have been impacted by the COVID-19 pandemic, and we’re here to support them during this difficult time.
The CRA has the announced the following enhancements for 2021 tax season:
Additional call agents to further increase call centre capacity: Throughout COVID-19, the CRA has seen a significant increase in call volumes. To help manage this, the 2020 Fall Economic Statement allocated additional funding to the CRA for call centre operations.
Using this investment, we’ve hired additional agents who will help with increased call volumes.We have also contracted a third-party service provider to assist with client service capacity issues. These agents will be able to answer general enquiries about emergency benefits, but they will not have access to taxpayers’ personal information.
New automated callback service – This new service lets callers ask for a call-back instead of waiting on hold. Callers on the individual tax enquiries, benefits enquiries, and business enquiries lines may be given the option of a callback when wait times reach a certain length. The new automated callback service is easy to use, secure, and helps save callers time on the phone.
Extended call centre hours: Leading up to and throughout tax-filing season, our Individual enquiries line is open Monday to Friday from 9am to 9pm local time, and our extended Saturday hours will be 9am to 5pm as of February 27th.