The level of service you can expect from the CRA this tax season
February 12, 2026
Ottawa, Ontario
Canada Revenue Agency
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 you are entitled to.
We’ve made strong progress toward improving our services, but we also know that tax season is significantly busier. We understand how important it is to get it right for you.
For this tax season:
- What you can expect from us: We’re committed to transparency and will provide regular updates on service levels and actions we’re taking to address any challenges as they arise.
- What you can do to help: Help us serve you better by using available self-serve options whenever possible, and checking the best times to contact the CRA. These tools can save you time and help make the process smoother for everyone.
Below is a more detailed overview of where we stand for this tax season and what it means for you.
Service levels
Answering your calls
Our goal is to answer an average of 70% of unique callers during tax season. For context, last year the CRA 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.
To provide better service this tax season, we’ve increased the number of service representatives in our contact centres. The CRA is hiring or rehiring approximately 1,700 contact centre employees, bringing our total to about 4,500. We’re also expanding our individual tax enquiries contact centre hours to temporarily include Saturday service during peak filing periods (March 21-May 2 from 9 am to 5pm, Eastern time). For more details on days and hours of service, exceptions, and available call topics, go to Contact the CRA.
Call accuracy
When you call the CRA, you should feel confident that the information you receive is accurate and reliable. The CRA reviewed more than 100,000 call recordings last year and found contact centre service representatives provided accurate information 92% of the time and professional service 96% of the time.
The CRA provides service representatives with the training and coaching they need to deliver the best possible service.
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.
Skip the line
We want you to feel supported this tax season, and that you can get the information you need, when you need it. Many of the tasks that you might call in to complete can be easily managed online. Using the CRA’s self-serve options lets you manage your tasks quickly and independently. This also means fewer people will be calling in, which helps shorten wait times for everyone.
Tax return processing
We process tax returns filed online the fastest. Our service standard is to issue your notice of assessment within 2 weeks of receiving your return and any required supporting documents.
It takes us longer to process tax returns filed on paper. Our service standard is to issue your notice of assessment within 12 weeks of receiving your return and any required supporting documents.
To find out how long we take to handle a request, use the Check CRA processing times tool on Canada.ca. This tool gives you the standard processing times for tax returns and other tax-related requests sent to the CRA. It often provides the same information that a CRA contact centre service representative will give you if you call to ask about the status of your file.
Continuous service improvements
Our work to provide the best possible service continues throughout tax season and beyond.
We are actively addressing the underlying factors contributing to service delays. Targeted teams have been established to identify and implement initiatives aimed at improving processing times across programs where delays impact Canadians the most. These efforts focus on streamlining processes and leveraging advanced technologies, such as generative AI and robotic process automation, to enhance efficiency and improve the overall client experience.
In addition to offering clear guidance on self-serve options, the best times to contact the CRA, and expected service levels, Canadians can expect regular updates on our service performance. Throughout tax season, see our newly launched webpage called Continuous Service Improvement. It includes information on:
- Answering your calls
- Call accuracy
- Processing times
- Areas of service improvement
Submit Service Feedback
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 making improvements in the very short term. If you have suggestions, compliments or complaints regarding the service you received, please send us service feedback. We appreciate hearing from our clients as we strive to continuously improve our services.
Additional resources
We’ve updated the personal income tax section of our website with clear, easy-to-follow guidance on filing your tax return. It includes the following information
- Get ready to file: Gathering your tax slips and documents, finding your NETFILE access code, and more!
- How to file: Choosing a tax-filing method, getting help with your taxes, and more!
- SimpleFile: If you have a lower income and simple tax situation, you may be able to use SimpleFile Digital, even without an invitation!
- After you file: Accessing your notice of assessment, getting a tax refund, paying your taxes, and more!
You can also stay on top of important dates, benefit and credit updates, and new tax measures by reading our other tax tips or subscribing to our electronic mailing list.