100-day Service Improvement Plan

We know that many Canadians have faced difficulties accessing timely assistance from the CRA. Your experience with us is important, and we believe that every Canadian deserves easy access to the support they need, including timely assistance from our contact centre service representatives and reasonable processing times.

Our 100-day Service Improvement Plan focuses on four key areas to strengthen services, improve access, and reduce delays. We are committed to delivering results for Canadians by December 11, 2025:

Increase Ability to Answer Calls

We are currently answering millions of calls, and the demand across the country exceeds our capacity. We understand that this can lead to frustration and repeated calls, and are fully committed to improving this situation. To provide better service, we are increasing the number of service representatives available in our contact centres.

• Complete Since September 8, 2025, we extended term contracts and rehired more employees. These additional resources are helping us to better meet the demands for assistance and reduce wait times.

Expanding Digital Self-Service Options

Our digital services, including the CRA's GenAI chatbot beta and the My Account portal, are designed to help you find answers and access services conveniently and independently, reducing the need for phone calls. We are also improving our web content to make it easier to complete self-service tasks.

• Ongoing As of September 24th, we’ve enhanced the online information on registering your business with the CRA to make the process clearer and easier to complete online. The updated content walks users through how to prepare, register for a business number, and open CRA program accounts using self-serve options — helping businesses get started faster while reducing the need for calls to our contact centres.
• Complete CRA Online Chat with service representatives extended to 8 a.m. to 8 p.m. (Eastern time).
  • New During the period of September 22 to 26, 2025, 6,000 people used CRA online chat in My Account.
• Ongoing Starting October 20, 2025, existing CRA account users will be able to self-serve and register for a new login if they are locked out of their account or have forgotten their login information. This will allow you to regain access without needing to call for help.
• Ongoing Starting October 20, 2025, the CRA will launch the Manage Balance service within My Account. This service allows taxpayers with tax debts of $1,000 or more to independently set up payment arrangements, eliminating the need to speak with a collections officer. Additional options include making full or partial payments, scheduling payment plans, connecting with a collections officer, or requesting a callback.
• Ongoing By early November 2025, the GenAI chatbot beta on Canada.ca will be able to answer more questions, as the number of topics is increased. 

Addressing the Root Causes of Service Issues

We are working to resolve the underlying factors that lead to service delays. The CRA has launched targeted teams to identify and implement key initiatives that improve processing times across programs where Canadians face service delays. These initiatives will improve the overall client experience through streamlined processes and the use of advanced technologies like generative AI and robotic process automation.

• Ongoing We are implementing a plan to reduce the backlog for tax adjustments to help Canadians receive more timely responses.
  • Ongoing – We developed automations to streamline routine processing tasks and expedite application handling.
  • Ongoing – We launched a pilot to offer callback requests for specific Disability Tax Credit (DTC) enquiries. This service enhances support for Canadians by providing efficient assistance, with callbacks expected within 2 business days.
    • From September 15 – 26, 2025, there were 519 callback requests related to the Disability Tax Credit (DTC) inquiries.

Accelerating Service Modernization

We are piloting new ways to leverage existing AI tools at our disposal and working with stakeholders to maximize current technology offerings while accelerating the deployment of others, such as our new telephony platform that includes a new call-scheduling system, which was previously recommended by the Taxpayers’ Ombudsperson.

By the Numbers - Service improvement statistics

We recognize there is an opportunity for us to enhance our service delivery to better meet the needs and expectations of Canadians. We are fully committed to taking swift action to make improvements in the very short term. To find out how we are doing, check here for regular updates:

Check out how to Skip the line so you can see whether there is a faster and easier digital option for the task you want to complete.

Check the CRA processing times web page to know how long it will take to process a request.

Check Contact the CRA web page for call wait times and help with common topics if you have not been able to use self-serve options.