We did not examine the accuracy of information given by the automated self-service system. We also looked at whether callers reached an agent on the first attempt.Ģ.6 To evaluate whether agents gave callers accurate information, we examined whether the responses that agents gave reflected relevant tax legislation correctly. To evaluate whether taxpayers had timely access to information through the call centres, we defined an answered call as either one that was answered by an agent or one that was answered by the Agency’s automated self-service system and lasted at least a minute. Focus of the auditĢ.4 This audit focused on whether the Canada Revenue Agency’s call centres provided Canadian taxpayers with timely access to accurate information.Ģ.5 We examined calls received on the call centres’ lines for addressing questions from individuals, from businesses, and about benefits. They are also the main source of information for those who do not have Internet access, those who are uncomfortable using computers, and those who cannot find answers on the Agency’s website. The Agency’s call centres help callers with specific questions. At the time of the audit, the Agency operated nine call centres across Canada.Ģ.3 The Agency’s online services and telephone call centres are the primary ways for the public to obtain tax information. It also administers and collects business payroll payments and goods and services taxes.Ģ.2 The Agency’s call centres are meant to give individuals and businesses timely, accurate information about their taxes, credits, and benefits. 2.7-Calls to the Canada Revenue Agency’s lines for benefits showed high error rates in call centre agents’ answers to sample questionsĢ.1 The Canada Revenue Agency processes more than 30 million tax returns annually.2.6-Calls to the Canada Revenue Agency’s lines for businesses showed high error rates in call agents’ responses to sample questions.
2.5-Calls to the Canada Revenue Agency’s lines for individuals showed high error rates in call centre agents’ responses to sample questions.2.4-Compared with the Canada Revenue Agency’s internal testing, external testing showed agents gave higher rates of inaccurate information.2.3-Only one third of calls reached an agent.2.2-The Canada Revenue Agency blocked more calls in the 2015–16 fiscal year than similar tax administrations in other countries.2.1-The Canada Revenue Agency’s call centres did not answer almost two thirds of calls between March 2016 and March 2017.The Agency overstated its call centres’ results in its public reporting.The Agency’s testing for accuracy was unreliable and underestimated how often agents provided wrong answers.Call centre agents gave us inaccurate information almost 30 percent of the time.Call centre agents answered only about one third of calls to the Canada Revenue Agency’s call centres.Findings, Recommendations, and Responses.
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