The Canada Revenue Agency outlined what taxpayers could expect from CRA service channels during the 2026 tax season.
The agency said contact centres received more than 12 million calls during the previous tax season, equal to about 200,000 calls each weekday. That volume explains why phone service becomes one of the main pressure points during filing season.
CRA said it was hiring or rehiring about 1,700 contact-centre employees, bringing the total to about 4,500. The added staffing was presented as part of an effort to handle seasonal call spikes and reduce delays.
The agency also reported internal service-quality figures. It said it reviewed more than 100,000 call recordings last year and found representatives provided accurate information 92 per cent of the time and professional service 96 per cent of the time.
The tax-season service issue matters because CRA access affects more than filing convenience. Delays can affect refunds, benefit payments, account security, reassessments, payment arrangements, and the ability to correct errors before deadlines.
CRA encouraged taxpayers to use self-serve options where possible, including CRA online accounts and improved web pages for filing, benefits and credits, and account registration. For many routine tasks, online access can reduce dependence on phone queues.
The article should be read as an administrative update: CRA is trying to move more taxpayers toward digital service while adding seasonal phone capacity for issues that still require direct help.