First tax season since CRA revamped services introduces new account tools

The Canada Revenue Agency has updated call centres, websites and My Account features after a service improvement plan, and the tax-filing season runs until April 30 for most taxpayers.

The Canada Revenue Agency says this tax season should be easier for many taxpayers after a government-ordered service improvement plan aimed at call centre delays wrapped up in December. The agency says it has redesigned web content, expanded digital account features and increased staffing and training. The tax-filing season officially kicks off on Monday and continues until April 30 for most taxpayers. Agency officials say work is ongoing to address remaining backlogs. Key changes and status: - My Account updates let people manage a balance and set up a payment plan without speaking to a collections agent, and digital notices of assessment will be streamlined through that portal. - Account access changes include using security questions to regain access and verifying new accounts with government-issued ID instead of waiting for mailed credentials, according to the agency. - The CRA expanded topics for its 24-hour generative AI chatbot and retired the previous scripted chatbot; online chat with agents is extended to weekdays from 8 a.m. to 8 p.m. ET and phone service will be available Saturdays from March 21 to May 2 between 9 a.m. and 5 p.m. ET. - The agency is hiring additional call centre workers, saying it is recruiting about 1,500 more on top of an existing 3,500 agents, but it cannot yet provide final staffing totals because hiring is still under way. - The Auditor General’s report last fall estimated accuracy and completeness of answers on individual tax calls at about 17%, with better results on business and benefits calls, and CRA officials say training and evaluation changes have produced an accuracy rate of over 90% as they continue coaching staff. - Some services still face long processing times; for example, a refile on paper or by phone can take up to 16 weeks versus the standard eight-week timeline, and the agency plans to launch a public tracker to report progress. Summary: The reported changes aim to shift more routine tasks to online self-serve options, expand chatbot and chat hours, and increase staffing and training to reduce poor or delayed responses. Hiring is still under way and the CRA plans a public performance tracker to show progress, while some service timelines remain longer than desired.