CRA tax call centre agents will no longer remain anonymous
On May 19th, 2010, the Canada Revenue Agency announced that it will begin implementing a policy of having telephone service agents identify themselves by their first name and a unique agent ID number. CFIB is very pleased to hear about this development, as it is something we have been seeking for quite some time, and had brought up during our meeting with CRA Minister Jean Pierre Blackburn in November of last year.
CFIB feels that it is a small but very significant step in both making CRA more accountable to taxpayers, and in making dealing with the CRA much easier for our members. Now, when a taxpayer has worked on an issue with an agent for some time, and is disconnected from them for some reason, they will no longer be forced to start over explaining their problem to a new agent. As well, giving individual agents an identity is an important step in implementing other changes that CFIB would like to see, such as CRA abiding by the advice provided by its representatives, so that our members are no longer penalized for following the advice they received from a CRA representative when it turns out that advice was incorrect.
