The federal government has earmarked hundreds of millions of dollars to improve customer service at the Canada Revenue Agency (CRA) — but people who regularly deal with the country’s tax collector say it hasn’t had much of an effect, with telephone wait times sometimes clocking in at more than two hours.
The union that represents CRA employees said the federal government’s decision to lay off approximately 1,800 employees in May and June has only made the situation at the agency’s call centres worse.
There’s been a spike in the number of irate callers lashing out at agents after experiencing long periods on hold, the union
