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It also acknowledged that its current call centre technology is “outdated” and will be upgraded.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

Revelstoke elementary students cast votes in mock election

Begbie View and Arrow Heights Elementary took part in the vote

InVertigo playing The Last Drop Friday night

Rock’n’roll band once again coming to Revelstoke

Kootenay-Columbia candidate cautious after getting threats

Trev Miller of the Animal Protection Party carries on campaigning under shadow of threats, abusive emails

YouTube video of Revelstoke grizzly bear goes viral

Why did the grizzly bear cross the railway tracks?

Federal candidates talk most pressing issues in Revelstoke

Concerns include jobs, logging, climate change, affordable housing, Highway 1

Scheer, Trudeau, Singh haggle over potential minority government outcome

If you believe the polls, it appears the Liberals and Conservatives are neck-and-neck

Canucks beat Stanley Cup champs 4-3 in a shootout

Leivo nets winner, Vancouver dumps St. Louis for fourth straight win

‘The more you test, the more you find’: Beef recalls a sign of success, experts say

Despite appearances, experts say a recent rise in major recalls is not a sign of food supply problems

One year later: Vernon pot stores look back at legalization

Edibles made legal on first anniversary of recreational cannabis

Memorial remembers North Okanagan’s most marginalized

Prayers and flowers for those who have died on the streets

Two years later, City of Fernie remembers

Oct. 17, 2019 marks two years since the tragic ammonia leak at Fernie Memorial Arena

Japanese buyer expands wood pellet contract with B.C.’s Pinnacle

Mitsui and Co. increases contract with Interior energy producer

Great Vernon Pumpkin Race to star in South Korean documentary

Pumpkin Classic event to kick off this weekend with gourd weigh-ins

ELECTION 2019: Have Justin Trudeau’s Liberals really cut middle-class taxes?

Conservative Andrew Scheer vows to cut bottom bracket, NDP’s Jagmeet Singh targets wealth tax

Most Read