The frustrating experience of long hold times or dropped calls when contacting the Canada Revenue Agency (CRA) is a heartfelt concern for countless Canadians—families, seniors, and small business owners—who depend on timely, accessible support to navigate tax-related matters, which can feel daunting without reliable assistance. As of August 23, 2025, the Union of Taxation Employees (UTE) highlights staffing cuts as the root cause of these delays, advocating through their “Canada On Hold” campaign to restore staffing levels and ensure compassionate, efficient service for all.
We warmly encourage you to stay informed via canada.ca, explore online CRA tools for self-service options, or contact your local MP to support efforts for improved service. Your peace of mind and access to fair, dependable help are our priority, and we’re here to guide you with compassion and clarity to navigate these challenges with confidence and hope.
Since May 2024, over 3,300 call centre employees have been laid off, leading to a significant decrease in service levels. As the situation worsens, the UTE has launched the “Canada On Hold” campaign to raise awareness and demand a restoration of staffing levels. In this article, we’ll explore the situation, how the staff cuts are affecting Canadians, and what’s being done to fix it.
Frustrated With CRA Delays
| Topic | Details |
|---|---|
| Staffing Reductions | Approximately 3,300 CRA call centre employees laid off since May 2024. |
| Campaign Launched | “Canada On Hold” campaign initiated by UTE to protest staffing cuts. |
| Public Impact | Increased wait times, dropped calls, and reduced service quality for Canadians. |
| Government’s Position | CRA plans to reduce full-time employees from 50,804 in 2025-26 to 47,732 by 2027-28. |
| 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’s staffing cuts are having a tangible impact on Canadian taxpayers, from increased wait times to reduced service quality. The “Canada On Hold” campaign led by the Union of Taxation Employees (UTE) is a vital response to this issue, calling for the restoration of jobs and better service levels. While automation plays a role in modernizing the CRA’s services, it’s clear that human interaction is still crucial for many Canadians, especially for those with complex tax issues or those who need personalized support.
It’s time for the government to listen to Canadians and restore the CRA’s ability to provide timely, effective service. The “Canada On Hold” campaign is just the beginning, and with your help, we can ensure that all Canadians receive the service they need and deserve.
Why Are CRA Call Centres Facing Cuts?
The CRA has been cutting jobs across various departments, including call centres, as part of a broader government initiative to reduce program spending by 15% by 2028. According to government sources, the CRA is expected to save $715 million by 2028 through these budget cuts. The argument from officials is that automation and online services will reduce the demand on human staff in call centres.
However, the Union of Taxation Employees (UTE), which represents CRA employees, points out that the CRA was already understaffed before these cuts and argues that automated systems cannot replace the human expertise needed to handle more complex cases. Marc Brière, the national president of the UTE, expressed that these cuts are making it impossible for the CRA to serve Canadians effectively and warned that the public sector is becoming increasingly underfunded and unable to meet the demands of a growing population.
The Public Impact: How Canadians Are Feeling the Strain
If you’ve tried calling the CRA recently, you’ve probably experienced longer wait times, disconnections, and increased frustration. According to the UTE, the average wait time to speak with a representative has increased dramatically, and many Canadians report that their calls are dropped or that they never get through at all.
These delays are causing significant problems for many Canadians, especially during tax season or when new benefits or government relief programs are launched. For individuals needing help with filing taxes, disputing charges, or accessing social benefits, the reduced service is creating confusion and financial stress.
Vulnerable Groups: Hardest Hit by Service Delays
- Seniors and Low-Income Canadians: Many low-income individuals and seniors rely on CRA services for critical benefits like the Canada Child Benefit (CCB) or Guaranteed Income Supplement (GIS). With staffing cuts, these groups, who may be less comfortable navigating online services, face delays in receiving the financial assistance they depend on.
- New Immigrants: Immigrants often need more assistance understanding Canada’s complex tax system, and without adequate CRA support, they are left to navigate it alone.
- Individuals with Disabilities: People with disabilities or those without access to high-speed internet are disproportionately affected. For many, being unable to reach a CRA representative means their tax filings or benefits will be delayed or mishandled.
The “Canada On Hold” Campaign: What It’s All About
In response to these frustrations, the UTE launched the “Canada On Hold” campaign to raise awareness about the staffing cuts and their consequences. This campaign has several key goals:
1. Highlight the Impact of Cuts
The UTE seeks to bring attention to the long-standing issue of understaffing at the CRA. The union wants to ensure Canadians understand that these cuts are not just about saving money; they are having a direct impact on the ability of the CRA to provide the services people rely on.
2. Advocate for the Reinstatement of Jobs
The UTE is pushing for the rehiring of the 3,300 employees who have already been laid off. The union believes this is critical to restore CRA’s ability to manage the growing workload of calls and taxpayer inquiries.
3. Engage Canadians in the Fight
The UTE is asking for public support from Canadians who are frustrated with the current state of service. By sharing their stories and frustrations, Canadians can add their voices to the national conversation, urging the government to act.
What Can Canadians Do in the Meantime?
While the fight for staff reinstatement continues, here are a few ways Canadians can manage the impact of CRA delays and ensure they get the services they need:
1. Use CRA’s Online Tools
The CRA offers several online services, including My Account for individuals, where you can check your tax status, update personal information, and file taxes. These tools can save you time and prevent you from needing to call the CRA altogether.
- NETFILE: This system allows individuals to file their tax returns electronically.
- Self-Serve Features: You can use these to get general information about your tax records, benefits, or payment status.
2. Be Ready for Long Waits
If you must call the CRA, prepare for long waits. Try calling during less busy times, such as early morning or late afternoon, when call volumes tend to be lower. Have all your documents ready to speed up the process once you get through.
3. Document All Communication
Due to the likelihood of dropped calls or delays, it’s smart to document all communication with CRA agents, including the time, date, and agent’s name. This can help in case you need to follow up or clarify any issues later.
4. Support the “Canada On Hold” Campaign
If you’ve been personally impacted by the CRA’s call centre delays, consider supporting the UTE’s “Canada On Hold” campaign. Share your experiences on social media or engage in community discussions to help raise awareness.
Comparing the CRA to Other Global Tax Systems
Canada is not alone in facing challenges with public sector cuts. Other countries, such as the United Kingdom and Australia, have also faced similar issues with taxpayer services during times of economic austerity. For example, the UK’s HMRC (Her Majesty’s Revenue and Customs) also reduced staff at its call centres, leading to complaints about long wait times and poor service quality. In Australia, the Australian Tax Office (ATO) has faced similar challenges, with many taxpayers complaining about delays in getting their tax information and refunds.
Canada’s situation isn’t unique, but the challenge remains the same: How do we balance fiscal responsibility with high-quality public service? The answer lies in finding a balance between automation and human expertise.
FAQs
1. Why did the CRA cut call centre staff?
The CRA implemented call centre staff reductions as part of the federal government’s broader initiative to reduce public service spending by 15% by 2028.
2. How has this affected CRA service levels?
The cuts have led to longer wait times, dropped calls, and reduced service quality, making it harder for Canadians to access timely support from the CRA.
3. What is the “Canada On Hold” campaign?
The “Canada On Hold” campaign, launched by the Union of Taxation Employees (UTE), aims to raise awareness about the impact of CRA staffing cuts and advocate for the restoration of laid-off workers.
4. How can I get help from the CRA despite staffing cuts?
You can use the CRA’s online services for self-serve options or be prepared for longer wait times when calling during non-peak hours. Keep track of your calls for reference.
5. What can I do to support the UTE’s campaign?
Support the UTE’s campaign by sharing your experiences with CRA delays on social media and urging the government to restore staffing levels to improve service.
