CRA Faces Critical Test as Tax Season Begins Amid Service Overhaul
Event summary
- Tax season begins next week, with the CRA under scrutiny after a 100-day service improvement plan concluded in December 2025.
- The CRA has launched a Continuous Service Improvement web page to maintain transparency on service enhancements.
- The Taxpayers' Ombudsperson has flagged potential issues with the CRA's new multi-factor authentication (MFA) backup option.
- The Ombudsperson's office will monitor the CRA's performance during this tax season.
The big picture
The CRA's service overhaul comes amid sustained public criticism and regulatory pressure, reflecting broader trends in government digital transformation and service modernization. The agency's ability to manage call volumes and enhance digital options will be critical in meeting taxpayer expectations during this tax season. The introduction of a Continuous Service Improvement web page signals a shift toward greater transparency, but the real test will be in operational execution.
What we're watching
- Service Performance
- Whether the CRA's improvements will translate into better service outcomes during this tax season compared to last year.
- Digital Transformation
- The pace at which the CRA can expand digital self-service options without introducing new service issues.
- Regulatory Oversight
- How the Taxpayers' Ombudsperson will influence the CRA's service improvements through its monitoring and recommendations.
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