CRA blocks more than half of calls to meet service targets, regularly provides wrong information to taxpayers: Auditor General
Financial Post November 21, 2017
The Canada Revenue Agency blocked more than half of the calls it received from Canadian taxpayers in order to obscure the performance results of its customer services division, and also accidentally provided incorrect information to a high number of callers, according to the auditor general.
“The Agency blocked calls so that it could meet its service standard for agent wait times,” the report said, noting that its mandates is to answer calls within two minutes or less 75 to 80 per cent of the time.
“By blocking and redirecting calls, the Agency was able to report that it had met its targets for telephone lines,” the report said. “However, when blocked calls are factored in, the Agency’s overall success rate was 36 per cent.” The CRA claimed it had met its targets 90 per cent of the time.