CRA Response to the 2023-2024 Annual Report: Fair Access to Service
Original report submitted to the Minister of National Revenue October 2024.
CRA response to recommendations in the Taxpayers’ Ombudsperson’s 2023–2024 annual report.
Recommendation 1
The Taxpayers’ Ombudsperson recommends that the CRA actively work to harmonize the operating hours of the services it provides so that residents across the country receive equal hours of service during the same operating hours depending on the various time zones in the country, to ensure equal availability of services to residents across the country.
CRA’s response
The CRA agrees with this recommendation.
CRA’s action plan
The Canada Revenue Agency has recently extended the hours of operation for its main contact centres (Individual Tax, Benefit Enquiry and Business Enquiry) from 8:00 am to 8:00 pm local time to 6:30 am to 11:00 pm ET (Monday – Friday) and Saturdays from 9:00 am to 5:00 pm local time to 7:30 am to 8:00 pm ET. By March 31, 2026, the CRA will review and analyse the implications of further harmonizing across the country the operating hours of its other services.
2025 update
The CRA is committed to ensuring its services remain responsive to the needs of all Canadians. As part of this commitment, the operating hours of our contact centres were adjusted as of May 10, 2025. The new hours of service are Monday to Friday, 8:00 am to 8:00 pm, Eastern Time, with the centres closed on weekends and holidays.
This decision was informed by an analysis, which found that more than 96% of calls to our enquiries contact centres occur Monday to Friday between 8:00 am and 8:00 pm, Eastern Time. Adjusting the hours of operation allows the CRA to allocate resources more efficiently, answer more calls during peak periods, and continue providing service in both official languages.
As part of the CRA’s efforts to improve service delivery, the hours of the Online Chat service in My Account were also extended under the Agency’s 100-day Service Improvement Plan. This service is now available Monday to Friday from 8:00 am to 8:00 pm, Eastern Time, an update from the previous hours of 9:00 am to 4:30 pm, Eastern Time.
In addition to these changes, the CRA has made improvements in enhancing its digital service offerings to provide more self-serve options for clients. For example, as of October 20, 2025, the CRA introduced the Manage Balance service within My Account. This tool allows taxpayers with tax debts of $1,000 or more to set up payment arrangements independently, offering a convenient and efficient way to manage their obligations.
The CRA will continue to expand self-serve options, making it easier for clients to access the information and support they need, when they need it, and will continue to monitor the operating hours and availability of its services to ensure they align with the evolving needs of Canadians.
This action plan item has been completed.
Recommendation 2
The Taxpayers’ Ombudsperson recommends that the CRA define the eligibility criteria for the Community Volunteer Income Tax Program (CVITP) and the Income Tax Assistance - Volunteer Program (ITAVP) in Quebec, to allow self-employed individuals with a modest income and simple expenses, access to free tax clinics where such a service can be made available.
CRA’s response
The CRA agrees with this recommendation.
CRA’s action plan
The CRA will make changes to the published eligibility criteria to include certain self-employed individuals in February 2025.
Note that the ITAVP is administered jointly by the CRA and Revenue Quebec.
2025 update
The CRA made changes to the published eligibility criteria to include certain self-employed individuals.
This action plan item has been completed.
Recommendation 3
The Taxpayers’ Ombudsperson recommends the Canada Revenue Agency:
- Provide a permanent grant program for organizations participating in the Community Volunteer Income Tax Program (CVITP) and the Income Tax Assistance – Volunteer Program (ITAVP)
- Continue to provide supplemental grant amounts to those that serve Indigenous communities and those organizations that operate in Northern, rural and remote communities.
CRA’s response
The CRA agrees with this recommendation in principle.
CRA’s action plan
The CRA acknowledges the success of its CVITP Grant pilot, and will continue in 2025 to seek funding for the Grant, including supplemental amounts for organizations that serve Indigenous and Northern communities, as well as other underserved populations, such as rural and remote communities.
2025 update
The Agency is pleased that Treasury Board has approved in-year funding for the 2025 grant. While the supplementary funds are not available, the CRA acknowledges the success of the CVITP grant program and the significant contribution it makes in supporting volunteer organizations that serve vulnerable Canadians.
This action plan item has been completed.