Canadians are getting bad advice from the taxman

An auditor has found that Canadians are getting bad advice from the taxman, when they can get through

Canadians are all too often getting a busy signal or a message to hang up and try back later when they try to contact the taxman by telephone, says the federal auditor general’s latest report to Parliament.

And when they do get through to the Canada Revenue Agency call centre, the report says they are getting bad information more often than the agency has been willing to admit publicly.

The agency has boasted that 90 per cent of callers are able to connect when they reach out for service either through a telephone self-service centre or by speaking to a call centre agent.

But that doesn’t take into account the fact that, on average, a taxpayer has to call about four times in a week just to get through to the agency, or the fact that more than half of the calls are blocked outright due to volume, said auditor general Michael Ferguson.

“We found that the agency’s numbers didn’t account for the 29 million calls it blocked in a year — more than half of its total call volume,” Ferguson said.

“Those calls either get a busy signal, a message to visit the agency’s website, or a message to call back later.”

Overall, only 36 per cent of calls to the tax agency were able to connect, said the report.

“Based on our tests — and those done by others — we found that the Canada Revenue Agency gave taxpayers wrong answers to their questions almost 30 per cent of the time,” said Ferguson.

“This rate is significantly higher than the roughly six and a half per cent error rate estimated by the agency.”

In its written response to the report, the government said it agreed on the need to improve the accuracy of information provided to taxpayers.

To that end, the CRA said it will launch a new system early next year for training its call centre agents.

It also acknowledged that its current call centre technology is “outdated” and will be upgraded.

Terry Pedwell, The Canadian Press

Like us on Facebook and follow us on Twitter.

Just Posted

A cuddle and a coffee: Six Island towns named among Canada’s most cozy

Sidney, Campbell River, Courtenay, Parksville, Tofino and Ucluelet crack Expedia’s top 40

Comox Valley Santa’s Workshop in need of bicycles for youngsters, gifts for teens

Santa’s Workshop, at 464 Puntledge Road (formerly the Red Cross building), is… Continue reading

New Coast Guard radar boosts marine traffic monitoring off B.C. coast

Six radar installations set up for Georgia Strait to Queen Charlotte Strait to Prince Rupert

Liquor store robbery suspect arrested

The Comox Valley RCMP have identified the suspect in relation to the… Continue reading

Everybody Deserves A Smile back for its 15th year

Local students leading the charge of spreading Christmas cheer to the Valley’s most vulnerable

Winter weather hits parts of Canada

As some parts of the country brace for cold, parts of B.C. remain warmer than 10 C

Canada’s health system commendable overall but barriers to care remain: UN

The United Nations says Canada’s health care system is “commendable” overall but vulnerable groups still face barriers to quality care.

Mid Island Farmers Institute discusses fleece at November meeting

Are you a lover of wool and local fibre? Interested in raising… Continue reading

Comox Valley Nature invites the public to learn about nature photography

Comox Valley Nature is hosting a public lecture on photography. Join Terry… Continue reading

Unique technology gives children with special needs more independent play

UVic’s CanAssist refined seven prototypes aided by $1.5M government contribution

Kelly Ellard’s boyfriend has statutory release revoked

Darwin Duane Dorozan had several parole infractions that found him ‘unmanageable’

Electoral reform ballot returns so far show higher Courtenay-Comox engagement

Area leads province in percentage of ballots turned in

Doctor’s note shouldn’t be required to prove you’re sick: poll

70% of Canadians oppose allowing employers to make you get a sick note

Port Alberni convenience store robbed

Police still searching for suspect

Most Read