The Digital Evolution: New Self-Service Tools in Your CRA My Account (Part 3/5)

A key part of the 100-Day plan is empowering taxpayers to help themselves, reducing the reliance on phone agents. The CRA is dramatically expanding its digital self-service capabilities:

• Extended Live Chat Hours: Effective September 29, 2025, the CRA Online Chat service with a live representative in My Account has been extended by three hours, and is now available from 8 a.m. to 8 p.m. (Eastern time), Monday to Friday. This allows taxpayers with account-specific and general questions about personal income tax, benefits, and payments to get secure, personalized help without calling.

• Self-Serve Login Recovery: Starting October 20, 2025, existing CRA account users will be able to self-serve and register for a new login if they are locked out or have forgotten their credentials. This new online option removes a major reason why taxpayers previously had to call the contact centre.

• Smarter Chatbot: By early November, the GenAI chatbot beta on Canada.ca will be expanded to cover a greater number of topics, offering quick, independent answers 24/7 on benefits, charities, and personal income tax.

Source: https://www.canada.ca/en/revenue-agency/campaigns/100-day-service-improvement-plan.html