Canadians are getting bad advice from the taxman

An auditor has found that Canadians are getting bad advice from the taxman, when they can get through

Canadians are all too often getting a busy signal or a message to hang up and try back later when they try to contact the taxman by telephone, says the federal auditor general’s latest report to Parliament.

And when they do get through to the Canada Revenue Agency call centre, the report says they are getting bad information more often than the agency has been willing to admit publicly.

The agency has boasted that 90 per cent of callers are able to connect when they reach out for service either through a telephone self-service centre or by speaking to a call centre agent.

But that doesn’t take into account the fact that, on average, a taxpayer has to call about four times in a week just to get through to the agency, or the fact that more than half of the calls are blocked outright due to volume, said auditor general Michael Ferguson.

“We found that the agency’s numbers didn’t account for the 29 million calls it blocked in a year — more than half of its total call volume,” Ferguson said.

“Those calls either get a busy signal, a message to visit the agency’s website, or a message to call back later.”

Overall, only 36 per cent of calls to the tax agency were able to connect, said the report.

“Based on our tests — and those done by others — we found that the Canada Revenue Agency gave taxpayers wrong answers to their questions almost 30 per cent of the time,” said Ferguson.

“This rate is significantly higher than the roughly six and a half per cent error rate estimated by the agency.”

In its written response to the report, the government said it agreed on the need to improve the accuracy of information provided to taxpayers.

To that end, the CRA said it will launch a new system early next year for training its call centre agents.

It also acknowledged that its current call centre technology is “outdated” and will be upgraded.

Terry Pedwell, The Canadian Press

Like us on Facebook and follow us on Twitter.

Just Posted

World Class Hiking Trail For The North Island?

The idea is getting some serious attention.

Provincial grants help communities map, meet housing needs

The next intake for funding is open until Nov. 29, 2019.

North Island Rising: Can the future of the North Island be managed?

Can growth be managed and if so, is now the time to start figuring things out?

Less than a month to go until the Mount Waddington Fall Fair!

The committee is hoping for a record number of exhibits this year

Port McNeill CCCU presents cheque to Port McNeill Hospital Society executive

The cheque was from the June 21 fundraiser BBQ that Ward and her Grandmother Lou organized together

Fashion Fridays: How to dress and feel powerful

Kim XO, helps to keep you looking good on Fashion Fridays on the Black Press Media Network

‘Easy Rider’ star Peter Fonda dies at 79

Actor and writer was nominated for an Oscar for co-writing the 1969 psychedelic road trip movie

Excavators help cute kid who copied their dig with his toys stay “safe at work”

Carson Carnegie wakes up at 7:00 am every morning to watch construction work on his street

Bob Lenarduzzi out as Vancouver Whitecaps president

MLS team is at the bottom of the Western Conference standings

B.C. daycare operator denies negligence in death of ‘Baby Mac’

Infant died in early 2017 after biting an electrical cord, according to a lawsuit filed by his mom

BC SPCA reopens animal cruelty investigation at Abbotsford pig farm

Additional alleged footage released from Excelsior Hog Farm sparks new investigation

RCMP on Vancouver Island seek information on alleged ‘breaking out’ bandit

Man alleged to have hid in Nanaimo business washroom ceiling overnight, took monitors

Donor upset no one noticed B.C. school’s sculpture had been missing for a year

Agassiz’s Fraser River Lodge owner baffled how theft went undetected

Purple fentanyl among items seized in B.C. drug bust

Youth being recruited as drivers for more-established drug dealers, police say

Most Read