The New CRA Plan: Why Tax Service is Getting a 100-Day Overhaul (Part 1/5)

The Canada Revenue Agency (CRA) has publicly acknowledged the frustration many Canadians face with accessing timely assistance, particularly through contact centres. In response, they launched a focused 100-Day Service Improvement Plan (Sept 2 to Dec 11, 2025) designed to deliver immediate, measurable results.

The Four Pillars of the Improvement Plan:

1. Increase Ability to Answer Calls: Committing resources to meet overwhelming call demand and reduce frustrating wait times.

2. Expanding Digital Self-Service Options: Introducing new online tools and expanding existing digital services to empower taxpayers.

3. Addressing the Root Causes of Service Issues: Launching targeted teams to streamline processes and resolve underlying delays in processing.

4. Accelerating Service Modernization: Piloting new technologies like AI and deploying new operational platforms for long-term efficiency.

This plan aims to ensure every Canadian has easier access to the support they need, with the ultimate goal of improving contact centre answer rates and processing times within the 100-day window.

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