Canadian Chamber of Commerce backs Kamloops bid for improvements at CRA call centres

• Share on Facebook
• Share on Bluesky
• Share on X
• Copy Link

Question of the Week

Have the new time change policies across Canada resulted in any confusion for you or your family?

Nov 2, 2026

1000 Ways to Heal

1000 WAYS TO HEAL: Cycles of shedding and renewal

Nov 2, 2026

Looped In

LOOPED IN WITH NIKKI OMEN: November 2, 2026

Nov 2, 2026

Auditor General Karen Hogan’s report found that CRA agents provided accurate answers to general business tax or benefits questions just over 54 per cent of the time, and just 17 per cent of the time in the cases of individuals.

Hogan also noted that less than one in five people (18 per cent) who called the CRA were able to speak to an agent within 15 minutes, well below the agency’s target of 65 per cent. Most people who spoke to an agent waited an average of 31 minutes.

“I think some of the tools available to agents are not helping them be more efficient,” Hogan said at the time. “Once you reach an agent, the average call is about 17 minutes, but about more than 20 per cent of that time is spent on hold as an agent looks for an answer.”

Pangilinan said the Kamloops Chamber drafted its resolution in March this year, and it was adopted by the B.C. Chamber of Commerce in June. It was further escalated to the Canadian Chamber of Commerce and adopted last month.

“We’re basically just asking the government and the CRA to implement the findings that they found in the auditor general’s report,” Pangilinan said.

Recommendations include better training and tools as well as the use of technology to ensure that accurate information is provided to people and businesses when they contact the CRA. While the auditor general noted there have been improvements made in the last decade, more can be done.

“In a system where Canadians have to voluntarily fill out their tax returns, I think they should expect to reach the CRA and get accurate information when they talk to an agent,” Hogan said.

Pangilinan said the Kamloops Chamber still wants to hear stories – good and bad – from local businesses who have tried to contact the CRA for information. Those stories can be shared here as the Kamloops Chamber said it will keep advocating for these changes to be made.

“Now it’ll be part of the Canadian Chamber’s advocacy work,” Pangilinan added. “So when they work with the federal government or when they’re talking with the CRA, they’ll be able to bring this policy forward as a way for them to improve how they serve the business community.”