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 and beyond:

Increasing the 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 have increased 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.
• New The CRA handles more than 30 million calls annually, 80 percent related to individual accounts. Monitoring shows a 90+ percent accuracy rate. The Quality Monitoring Program reviews 100,000+ calls yearly, with the latest findings showing 95 percent professional and efficient service and gave accurate information 94 percent. We are working to address the accuracy issues raised by the Auditor general for questions of a general nature, which make up 20 percent of our calls.

Expanding Digital Self-Service Options

Our digital services, including the CRA's GenAI chatbot beta and your CRA account, 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.

• Complete As of September 24, 2025, we 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).
  • Ongoing During the period of October 20 to October 24, 2025, 6,800 people used CRA Online chat in My Account.
• Complete As of October 20, 2025, existing CRA account users are now able to self-serve and register for a new credential if they are locked out of their account or they have forgotten their sign-in information. This will allow users to regain access without needing to call for help.
  • 5675 Canadians used the Document Verification Service to date to register again for access to their CRA account.
• Complete As of October 20, 2025, the CRA launched the Manage balance service within My Account, offering taxpayers with tax debts of $1,000 or more the ability to independently set up payment arrangements without needing to contact a service representative. This service provides options such as making full or partial payments, scheduling payment plans, connecting with a collections officer, or requesting a callback. It is now available to approximately 500,000 to 600,000 users.
  • Ongoing Within the first week of use, the service was accessed 120,988 times.
• Complete As of October 10, 2025, we enhanced the online information on the Tax-Free Savings Account (TFSA) so individuals can self-serve with confidence. The updated web pages now feature improved scenarios and information on contribution limits, withdrawals, and resolving overcontributions – making the experience smoother and more efficient while reducing the need for calls to our contact centres.
• Complete In the month of September 2025, 89 percent of new CRA account registrants accessed digital services instantly using the document verification service, making registration easier.
• Complete As of October 17, 2025, user interface enhancements helped individuals submit documents for tax adjustments and Disability Tax Credits electronically.
• Complete As of October 20, 2025, account re-registration with document verification is available to help reduce 300,000 account lockout calls annually.
• Complete In the month of September 2025, there were 10 million visits to CRA's portals to self-serve by 4.2M unique users.
• New As of November 10, 2025, the CRA will be expanding the capabilities of its GenAI chatbot beta to cover a wider range of topics. While the chatbot will continue to assist with essential subjects like personal income tax, CRA account access, and charities, it will also now include more in-depth support for business and trust-related topics. For instance, business owners will be able to find information not only on fundamental topics like business registration, tax obligations, payroll deductions, and GST/HST returns but also on more specialized areas. These include detailed guidance on tax credits, compliance requirements, and industry-specific regulations. This expansion is designed to provide businesses and trusts with tailored, comprehensive support to meet their unique needs.

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 to October 24 2025, there were 1,633 callback requests related to the Disability Tax Credit (DTC) inquiries.
  • Complete As of October 6, 2025, we launched a system enhancement for T1 Adjustments to automatically process an additional 115,000 requests annually.

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.

• New As of November 3, 2025, registrations for a new business number (BN) or CRA program accounts must be done online. This change is designed to make the registration process quicker, easier, and more secure for businesses, and may reduce up to 200K calls to the Business Enquiries line, annually.

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 service 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.