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A new audit revealed the CRA is avoiding calls from taxpayers, but when calls do go through taxpayers receive the wrong information.
The examination by Canada’s Auditor General Michael Ferguson into whether the Canada Revenue Agency’s nine call centres were providing Canadian taxpayers with timely access to accurate information, found that call centre agents only answered the phone about one-third of the time.
When the callers do get through to the call centre, the audit found that agents are giving Canadians incorrect information nearly 30 per cent of the time.
The auditor’s office found this by calling into the call centres between March 2016 and March 2017 and asked the call agents general tax questions.
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