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While the CRA did use remote listening assessments where its agents were unaware that their calls were being monitored, agents had to self-select and volunteer to be evaluated using this type of testing and they could withdraw at any time. But due to technology constraints, the ability to listen remotely to calls existed in only three of the nine call centres and therefore an average of just 11 per cent of agents were tested this way.

When CRA agents were interviewed, they said “it was a challenge to find information in the Agency’s systems when responding to questions.” They used about 29 different applications on the individuals inquiries line and about 25 on the business line, making it difficult to find the right information quickly. Depending on the nature of the question, however, the OAG found that the agent may have only been required to access a few applications or tools.

The CRA responded to the OAG report and said that it was “committed to ensuring that its quality assurance practices are effective and result in improved accuracy.” Consequently, the CRA developed a three-pronged improvement plan.

First, the CRA will be launching a new approach to training and evaluating agents “to better assess agent readiness across the national network.” Second, it will be moving to a new call-centre telephony platform which will offer modern call monitoring tools. And thirdly, the CRA will establish a new national quality monitoring team to supplement existing local quality practices to ensure consistency across the national network.

So, what should you do if you feel the information you received from the CRA was inadequate? First, you can use the “CRA Service Complaint process” to file a service complaint.

Second, if you relied on incorrect CRA information that led to interest and penalties, you can apply to the CRA under the “taxpayer relief provisions” of the Income Tax Act to have these charges waived or cancelled.

Jamie.Golombek@cibc.com

Jamie Golombek, CPA, CA, CFP, CLU, TEP is the Managing Director, Tax & Estate Planning with CIBC Financial Planning & Advice in Toronto.