Canada Revenue Agency Faces Surge in Complaints, Ombudsperson Issues Seven Service Improvement Recommendations

Event summary

  • The Office of the Taxpayers' Ombudsperson (OTO) released its 2025-2026 annual report, highlighting a surge in complaints against the Canada Revenue Agency (CRA).
  • The report includes seven recommendations aimed at improving CRA's service standards and transparency.
  • Key issues identified include excessive wait times, inaccurate information from contact centre agents, and delays in processing tax returns and adjustments.
  • The CRA acknowledged delays in its Service Feedback Program and is actively working to address challenges with contact centre wait times and disability tax credit processes.

The big picture

The surge in complaints against the CRA underscores broader challenges in government service delivery, particularly in digital transformation and customer service. The OTO's recommendations highlight the need for greater transparency and stakeholder engagement, reflecting a shift towards more accountable and responsive regulatory bodies. The CRA's ability to address these issues will be critical in maintaining public trust and ensuring efficient tax administration.

What we're watching

Service Improvement Execution
Whether the CRA can implement the OTO's recommendations effectively, particularly the modernization of digital tools and expansion of live online chat services.
Complaint Management
The pace at which the CRA can reduce backlogs and improve response times to complaints, especially during peak tax seasons.
Regulatory Compliance
How the CRA's adherence to the OTO's recommendations will impact its overall service standards and public trust in the agency.