100-day Service Improvement Plan

New activities:

• From September 9 to November 7, 2025, 48,306 Canadians were assisted via a web-based priority call back service for issues related to both accessing their CRA Account or business registration online.
  • More than 6,000 calls per week answered this service.

Ongoing activities:

•  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 November 7, 2025, there were 2,265 callback requests related to DTC enquiries.

Completed activities:

• 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.
• The CRA received more than 30 million calls during the 2024-25 fiscal year, around 80 percent of which were related to specific accounts. The Quality Monitoring Program reviews 100,000+ calls yearly, with the latest findings showing we have results of over 90 percent for professional and efficient service, as well as for accurate information provided. 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.

New activities:

• 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.
• In the month of October 2025, 3.5 million unique users accessed CRA's portals to self-serve

Completed activities:

• 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.
• CRA Online chat with service representatives extended to 8 a.m. to 8 p.m. (Eastern time).
  • Updated During the period of November 3 to November 7, 2025, there were 8,400 people who used CRA Online chat in My Account.
• 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 us for help.
  • Updated Document verification service (DVS) use increased 29 percent month over month and 28 percent year over year in October with the addition of the new feature to register again.
• 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.
  • Updated During the period of November 3 to November 7, 2025, taxpayers selected to make a payment or payment arrangement from the Manage balance service 31,906 times.
• 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.
• As of October 17, 2025, user interface enhancements helped individuals submit documents for tax adjustments and Disability Tax Credits electronically.
• In the month of October 2025, 88 percent of new CRA account registrants accessed digital services instantly using the document verification service, making registration faster and easier.
• As of October 20, 2025, existing CRA account users now have the option to self-serve and register again for a new credential if they are locked out of their account or have forgotten their credentials. Being able to use the online option to register again empowers individuals to regain access to their account without needing to call the CRA’s contact centres for help. This will help reduce 300,000 calls annually.
• In the month of October 2025, there were 9.8 million visits to the CRA's portals to self-serve by 3.5M unique users.
• On November 7, 2025, the CRA expanded the GenAI chatbot beta’s capabilities to address a broader range of topics. While maintaining its focus on essential subjects like personal income tax, CRA account access, and charities, the chatbot now goes deeper into specialized areas. For example, business owners are able to explore topics beyond the basics of business tax obligations, payroll deductions, and GST/HST returns. They are able to access detailed information on specialized topics such as tax credits, compliance guidelines, and industry-specific regulations, ensuring they receive comprehensive insights tailored to their unique needs.

Ongoing activities:

• We are implementing a plan to reduce the backlog for tax adjustments to help Canadians receive more timely responses.
  • We developed automations to streamline routine processing tasks and expedite application handling.

Completed activities:

• As of October 6, 2025, we implemented a system enhancement for T1 Adjustments to automatically process an additional 115,000 requests annually.

Coming Soon:

• Automate deflection to optimize call flow.
• Test Co-Pilot GenAI Assistant tool to support contact centre agents.

Completed activities:

• The automated telephone system, which allows callers to interact with the CRA's menu, now automatically redirects payment enquiries to collections agents, reducing call volumes by approximately 95,000 annually.
  • Updated As of November 3, 2025, the first enhancement has launched to redirect calls about payments to Collections, creating an smoother experience for taxpayers. In the first week, 3,000 calls were answered by Collections agents.
• Plan developed for accelerated move to new contact engagement platform.