The recent staff reductions at the Canada Revenue Agency (CRA) call centres since May 2024, leading to long wait times, dropped calls, and diminished service quality, have caused heartfelt concern for the millions of Canadians—families, seniors, and small business owners—who rely on accessible support to navigate tax-related challenges, which can feel overwhelming without timely assistance.
The Union of Taxation Employees (UTE) is championing the “Canada On Hold” campaign to advocate for restored staffing and improved service, reflecting a deep commitment to ensuring every Canadian is supported with dignity and ease. We warmly encourage you to stay informed through canada.ca, reach out to your local MP to support these efforts, or explore online CRA resources for assistance. Your peace of mind and access to fair, reliable help are our priority, and we’re here to guide you with compassion and clarity to navigate this situation with confidence and hope.
Can’t Reach the CRA
| Topic | Details |
|---|---|
| Staffing Reductions | Over 3,300 CRA call centre employees laid off since May 2024 |
| Campaign Launch | “Canada On Hold” campaign initiated by UTE to raise awareness and demand action |
| Government’s Position | CRA plans to reduce full-time employees from 50,804 in 2025-26 to 47,732 by 2027-28 |
| Public Impact | Increased wait times, dropped calls, and reduced service quality for Canadians |
| Union’s Stance | UTE calls for the reinstatement of laid-off employees and improved service levels |
| Public Support | Thousands of Canadians express frustration over reduced service quality |
The CRA call centre cuts are having a real impact on Canadians. As wait times grow and service quality declines, the “Canada On Hold” campaign is rallying Canadians to demand better service. While the government argues that these cuts are necessary for fiscal responsibility, it’s clear that automation can’t replace human interaction when it comes to complex tax issues. For now, Canadians will need to rely on online services, off-peak hours, and patience to navigate the CRA’s reduced service levels. However, public pressure could still reverse the cuts and ensure that every Canadian has access to the support they need.
Why Are CRA Call Centres Facing Cuts?
In an effort to meet federal budget targets, the CRA has implemented staff reductions in its call centres. Over the past year, 3,300 jobs have been cut, and 1,300 of those layoffs occurred in May 2025 alone. The government argues that these cuts are part of a broader fiscal responsibility plan to save money. According to the 2025 Canadian Budget, the goal is to reduce program spending across departments by 15%, including at the CRA.
However, Marc Brière, the national president of the Union of Taxation Employees (UTE), has called out these cuts for their devastating effect on public service. The CRA was already facing staff shortages before the cuts began, and Brière argues that these reductions will only worsen the situation.
The “Canada On Hold” Campaign: A Call for Change
In response to the cuts, the Union of Taxation Employees has launched the “Canada On Hold” campaign. The union aims to raise awareness about the impacts of these staff reductions on the Canadian public and pressure the government to restore staffing levels.
Through the campaign, the UTE is urging Canadians to take action by:
- Contacting their Members of Parliament (MPs) to voice concerns
- Sharing their personal experiences with the CRA’s reduced service quality
- Recording videos and testimonials about their difficulty in getting through to the CRA
Marc Brière believes that these actions will bring enough public pressure to convince the government to reverse the cuts and restore the CRA’s ability to assist taxpayers effectively.
The Real Impact on Canadians
If you’ve tried to get through to the CRA recently, you’ve likely faced long wait times, dropped calls, and difficulty receiving accurate or timely information. Here’s a closer look at the impact of these cuts:
1. Wait Times and Frustration
With over 3,300 positions eliminated, the remaining call centre employees are now handling an increased volume of calls. As a result, wait times have surged, often exceeding 30 minutes or more. This problem is particularly evident during tax season when millions of Canadians are seeking assistance with filing taxes, correcting errors, or asking questions about government benefits.
2. Dropped Calls and Service Interruptions
Even if you manage to get through, dropped calls have become more common. Many Canadians report disconnecting mid-call after being on hold for long periods. This creates a cycle of frustration and delays, with some taxpayers having to call multiple times to get the help they need.
3. Reduced Service Quality
The impact isn’t just about wait times. Fewer staff means that agents are overwhelmed and often unable to provide the personalized support Canadians need for more complicated issues. As one frustrated caller shared, “It’s like they don’t have the time to even look at my case properly anymore”.
What You Can Do If You Can’t Reach the CRA
If you’re one of the many Canadians struggling to get through to the CRA, here are a few things you can try:
1. Use Online Services
Before calling, check the CRA My Account portal for updates. The CRA offers various online services, including:
- Tax filing: Submit and track your returns.
- Benefit information: Check eligibility and status for programs like the Canada Child Benefit (CCB).
- Financial transactions: Make payments or review outstanding balances.
By utilizing these self-service tools, you might avoid the need to call altogether.
2. Call During Off-Peak Hours
Call volumes tend to peak during certain hours of the day, especially during tax season. Early mornings and late afternoons tend to have lower call volumes, so it may be worth trying to reach the CRA during these times.
3. Document Your Calls
If you do manage to get through, document everything. Record the date, time, and agent names for any follow-up issues. This can be useful in case there’s any confusion about your case later on.
4. Support the UTE’s Campaign
If you’re frustrated by the cuts, consider joining the “Canada On Hold” campaign. Share your experiences, raise awareness, and advocate for change. The more public pressure there is, the more likely it is that the government will take action.
Comparing Canada to Other Countries’ Tax Agencies
While Canada’s CRA is facing major challenges, it’s not the only tax agency grappling with staffing issues. Let’s take a look at how other countries are handling similar situations:
1. United States – IRS
The Internal Revenue Service (IRS) in the United States faced similar issues of understaffing and long wait times for years, especially after budget cuts. To solve this, the IRS began investing heavily in technology and digital services, such as chatbots and enhanced online portals. While these innovations have helped reduce the workload on human agents, personal assistance for more complex issues still remains a priority.
2. Australia – ATO
In Australia, the Australian Taxation Office (ATO) similarly turned to technology to address customer service concerns. The ATO developed automated systems for simple inquiries and introduced a virtual assistant for taxpayers who need help navigating the tax system. However, they still maintain a human support team to handle intricate problems, much like Canada should.
Technology vs. Human Support: The CRA’s Dilemma
While automation and digital portals have helped streamline certain services, the CRA faces a dilemma: many Canadians still need human support for more complicated tax issues. Technology can’t replace the value of speaking with a trained agent when dealing with things like tax disputes, special benefits, or error corrections. The CRA’s reliance on digital tools alone may create inefficiencies, especially for Canadians who are not tech-savvy or lack access to high-speed internet.
FAQs
1. Why is it so hard to get through to the CRA?
The CRA has experienced significant staff cuts in its call centres, resulting in longer wait times, dropped calls, and reduced service quality. Over 3,300 employees have been laid off.
2. What is the “Canada On Hold” campaign?
The “Canada On Hold” campaign is a protest by the Union of Taxation Employees (UTE) to raise awareness about CRA’s staffing cuts and demand the restoration of staff.
3. How can I avoid long wait times when calling the CRA?
Try calling the CRA during off-peak hours, such as early mornings or late afternoons. Additionally, using the CRA My Account online portal for self-service can help resolve some issues without the need to call.
4. Are there any alternatives to calling the CRA?
Yes, the CRA My Account portal allows you to handle many tasks, such as checking your tax status or updating personal information. The CRA website also provides helpful guides.
5. What can I do if I’ve been waiting on hold for a long time?
Document the date, time, and agent’s name of your call. If the issue persists, consider using the “Canada On Hold” campaign to share your experience or follow up with the taxpayer’s ombudsperson.
