Continuous Service Improvement
The Canada Revenue Agency (CRA) continues to work diligently to improve our service and ensure we’re ready to support you this tax season. Our focus has been on getting the fundamentals right: answering phone calls, processing requests in a timely manner, and making sure you have fast, easy, and reliable access to the information and tools you need to meet your tax obligations and get the benefits and credits you’re entitled to.
Following the 100-day Service Improvement Plan, we will continue to act on the feedback we receive and share details about the actions we are taking to improve service.
These improvements focus on key areas such as call accessibility and accuracy, self-service options, technological advancements, and processing efficiency.
On this page
Filing your taxes
- The filing season officially starts on February 23, 2026. Make sure you are ready in advance so you can file your taxes with ease: get started by signing in to your CRA account
- Get ready to file a tax return
Self-serve
- Skip the Line - Get faster help from the CRA provides information on what to expect when contacting the CRA, and better ways to find the answers you need without calling
- Visit the Contact the CRA web page to check current wait times, find answers to frequently asked questions, and get guidance on how to resolve common issues
By the numbers - Service improvement statistics
We recognize there is an opportunity for us to enhance our service delivery to better your expectations.
We’re committed to transparency and will provide regular updates on service levels and actions we’re taking on this webpage to address any challenges as they arise.
Answering your calls
Last year, our contact centres received over 12 million calls during tax season—approximately 200,000 calls each weekday.
This demonstrates the level of demand and helps explain why, at peak times, call volumes across the country can exceed our capacity.
We continue to improve our self-serve options so you can get the help you need, faster and on your own time — without waiting on hold.
| Period ending | 2026-02-06 |
|---|---|
| Target | 70% |
| Unique callerstable 1 note 1 | 225,000 |
| % unique callers answered (agent answered calls / unique callers* multiplied by 100) | 96% |
Table 1 Note
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Call accuracy
When you call us, you should feel confident that the information you receive is accurate and reliable. The CRA reviewed more than 100,000 call recordings last year (2025) and found contact centre service representatives provided accurate information 92% of the time and professional service 96% of the time.
| Evaluation Category | Total Evaluations | Accuracy |
|---|---|---|
| Total Account Specific Evaluations | 103,766 | 91% |
| Total Non-Account Specific Evaluations | 33,833 | 94% |
| Total Evaluations | 137,599 | 92% |
For more information on how we train contact centre service representatives, and how we evaluate and maintain call accuracy, visit Update on contact centres for the 2026 tax-filing season: Ensuring Canadians receive the support they need.
Processing times
We're committed to processing your requests as quickly as possible.
By providing accurate and complete information, you help us keep things moving smoothly, so you can get the support or refunds you need sooner.
Together, we can make the process faster and easier.
| Program | Current Processing Time | Service Standard | Update timeline |
|---|---|---|---|
| Canada Child Benefit Application (CCB) Routine | 2 wks |
Digital Application: 8 wks Paper Application: 11 wks |
Biweekly |
| Canada Child Benefit Application (CCB) Complex | 10 wks | Biweekly | |
| Disability Tax Credit (DTC) | 8 wks | 8 wks | Biweekly |
| Objections | For more information: Processing times and complexity levels | Monthly | |
| Taxpayer relief | For more information: Cancel or waive penalties and interest at the CRA - Canada.ca | Monthly | |
| Service Feedback Program - Service Complaints | 80 business days | 30 business days | Biweekly |
| T1 Adjustment Routine | ~16 wks | 8 wks | Biweekly |
| T1 Adjustment Complex | ~43 wks | 20 wks | Biweekly |
Areas of service improvements
The CRA will continue the momentum of service improvement into 2026 rooted in a thorough understanding of client expectations and addressing operational pressures.
Our goal is to continue simplifying service interactions, leverage technology to drive productivity, and offer a wider variety of service options for individuals and businesses.
These activities will be reported here as new service offerings become available.
Increasing our ability to answer calls
The CRA handles more than 30 million calls annually, 80 percent are related to individual accounts. The demand across the country exceeds our capacity.
We understand that this can lead to frustration and repeated calls, and we are fully committed to improving this situation.
- As of March 6, 2026, just as tax-filing season gets into full swing, we aim to fulfill our target of having 4,500 agents, until the beginning of May 2026.
- We noticed an 8 percent decrease in the time spent with a contact centre agent, for the top 5 topics in January 2026.
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.
- As of January 20, 2026:
- It is now easier for individuals to order CRA forms and publications, including the 2025 T1 tax package on Canada.ca/Taxes. Check out these web pages for information on how to download digital versions of forms and publications to print at home, or to order printed versions.
- The CRA has improved information on Canada.ca/Taxes to help guide people who would like to file their 2025 tax return by mail or using a CRA secure Drop Box.
- The CRA has improved information related to getting a T1 income tax package on Canada.ca/Taxes. If you need a T1 income tax package, check out these web pages for information.
- As of February 9, 2026, you’ll be able to find your NETFILE access code more easily in your CRA account. Sign in to your CRA account, go to My Account, and select tax returns to view your 8-character access code (letters and numbers). Use this code when filing your return electronically with tax software.
- Starting February 9, 2026, the CRA will introduce backup Multi-factor authentication (MFA) functionality for CRA account users. Users will be able to skip this step during tax season, but will be encouraged to do so each time they sign in to their CRA account. When setting up a backup MFA option, users can choose between a passcode grid or third-party authenticator app.
- As of February 19, 2026, non-resident tax account holders and their authorized representatives can now have digital access to their accounts by signing in to their CRA account and adding their non-resident tax account number from the Welcome page. For more information on non-resident tax filing and Part XIII tax obligations, please visit Are you meeting your non-resident tax obligations? - Canada.ca
- As of March 9, 2026, SimpleFile Digital will be available to eligible individuals with or without an invitation. Individuals with a lower income and a simple tax situation can use our new eligibility questionnaire to see if they might be eligible to use this digital option to file their tax return. With SimpleFile Digital, eligible individuals can file their taxes by answering a quick series of questions and the CRA handles the rest.
Addressing the root causes of service issues
We are working to resolve the underlying factors that lead to service delays.
We have 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 robotic process automation.
Accelerating service modernization
We are experimenting with 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.
For example, our new telephony platform is scheduled for deployment in 2026 and will include features that will enhance both client and service representative experience.
- Starting Feb 23, 2026, the CRA will introduce multi-factor authentication (MFA) through its Interactive Voice Response (IVR) system, allowing taxpayers to securely authenticate themselves before speaking with a service representative. This pre-authentication helps expedite access to account-specific support once connected.