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 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.

• New Since September 8, 2025, we have extended term contracts and expect to rehire more people in the coming weeks. These additional resources will help 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.

• New As of September 29, 2025, we are extending the CRA Online Chat with service representatives in My Account by three hours from 8 a.m. to 8 p.m. (Eastern time).
• New 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.
• New 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.
• New By early November, 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.

• New We will be implementing a plan to reduce the backlog for tax adjustments to help Canadians receive more timely responses.

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, and 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 to find answers to the most asked questions and call wait times.