Do you know who you’re talking to?
We understand that it can sometimes be difficult for small business owners to feel confident and rely on information provided from government call centres. In fact, our recent CRA Call Centre Report Card identified that 39% of callers received incomplete or inaccurate information when speaking with a CRA agent.
As a result, we asked for more accountability within the department and we were heard. Earlier this year the Minister of National Revenue, Gail Shea, announced that as part of the Canada Revenue Agency's (CRA) plan to reduce red tape, an "Agent ID” has been assigned to all employees at the business enquiries telephone service. The Agent ID number will provide increased accountability for business calls and make it easier for business owners to provide feedback on CRA services. The Agent ID requires agents to provide their first name, a number, and a regional suffix (such as O-N-T or A-T-L for Ontario or Atlantic Region) at the beginning of each call.
We applaud the government for introducing new measures of greater accountability. Minister Shea was later awarded with CFIB’s Golden Scissors Award for taking some initial steps to improve service at CRA.