CRA Response to the 2025-2026 Annual Report: In Pursuit of Better Service
Original report submitted to the Minister of Finance and National Revenue June 2026.
Recommendation 1
The Taxpayers’ Ombudsperson recommends that the CRA:
- modernize the Check CRA processing times tool on Canada.ca to improve its usability, intuitiveness, and information; and
- improve the Progress tracker in CRA accounts so taxpayers can rely on the target completion date and are made aware of changes to that date.
CRA’s response
The CRA agrees with this recommendation.
CRA’s action plan
1. The CRA will modernize the Check CRA processing times tool by March 31, 2027, with a focus to:
1.1 Improve usability and navigation
The CRA will assess opportunities to improve the usability and navigability of the Check CRA processing times tool so that commonly sought services can be found more easily and intuitively, with clearer pathways to relevant processing time information. Modernization efforts will be informed by a client-centred lens that considers the end-to-end client journey, helping ensure improvements reflect how taxpayers understand and experience processing times from submission to resolution.
1.2 Explore options for more tailored information
The CRA will explore feasible ways to make processing time results more relevant and user‑friendly, including assessing whether limited additional input from users could support clearer, more targeted processing time information where appropriate. Consideration will be given to how tailored information can reduce client effort, uncertainty, and the need for follow up by aligning results with client expectations.
1.3 Enhance clarity of processing time results
The CRA will review how processing time information is presented to ensure key information is clear and prominent, and to reinforce awareness of CRA secure account tools, such as the Progress Tracker, that may provide more personalized information where available. This review will consider how end-to-end processing times are understood by the client to support greater transparency.
2. By March 31, 2027, the CRA will complete a review of how target completion dates are displayed and communicated in the Progress Tracker, and assess opportunities to improve clarity and transparency. This review will consider how changes to timelines, limitations on date availability, and key factors affecting completion expectations are explained to taxpayers.
Based on this assessment, the CRA will begin implementing improvements on an incremental basis, as of March 31, 2027, with further refinements occurring over time.
Recommendation 2
The Taxpayers’ Ombudsperson recommends that the CRA publicly report its current processing time performance against all of its service standards monthly or quarterly starting Fall 2026.
CRA’s response
The CRA agrees with this recommendation.
CRA’s action plan
The CRA is committed to improving transparency and aligning with client expectations by regularly reporting processing times for all service standards. However, the Agency will not be in a position to publish processing times for all services with a service standard on a monthly or quarterly basis by Fall 2026. Instead, as part of the modernization work tied to Recommendation 1, the CRA will begin reporting processing times incrementally. Services will be added to the processing times tool and published as the necessary functionality becomes available.
Recommendation 3
The Taxpayers’ Ombudsperson recommends that the CRA proactively engage key stakeholders who may be affected or who could provide valuable feedback to inform the development of digital enhancements or changes that directly impact service to taxpayers.
CRA’s response
The CRA agrees with this recommendation.
CRA’s action plan
The CRA will engage with key stakeholders when developing digital enhancements or changes that could impact service to taxpayers. The CRA will include stakeholder engagement as part of its planning process to help ensure that enhancements to digital services are informed by the perspectives of those most impacted by the changes.
Recommendation 4
The Taxpayers’ Ombudsperson recommends that the CRA provide taxpayers with the opportunity to request a callback without the need to call a contact centre first and to not limit callbacks to specific topics by Fall 2027.
CRA’s response
The CRA agrees with this recommendation in principle.
CRA’s action plan
The CRA agrees that taxpayers and representatives deserve access to the information and support they need when they need it.
For many account-specific enquiries, taxpayers have the option to request a callback by entering the agent queue and selecting the virtual hold feature, which allows them to retain their place in line without remaining on the phone. Virtual hold functionality will be incorporated into the CRA’s new telephone system by the end of 2026, further supporting the Agency’s efforts to modernize its service channels and improve the overall client experience.
Expanding callback functionality to allow requests without first entering the queue for all call topics is not possible at this time. The CRA is currently focused on the implementation of a modern contact centre platform that is set to launch June 2026 for Business Enquiries and September 2026 for Individuals and Benefit Enquiries. Following the implementation and stabilization of the platform, the CRA will be in a better position to explore improved and expanded service options, including callbacks.
Recommendation 5
The Taxpayers’ Ombudsperson recommends that the CRA expand its live online chat service with a CRA agent to My Business Account and Represent a Client by October 2028.
CRA’s response
The CRA agrees with this recommendation in principle.
CRA’s action plan
The CRA is currently focused on the implementation of a modern contact centre platform that is set to launch June 2026 for Business Enquiries and September 2026 for Individuals and Benefit Enquiries. At this time, the CRA is not in a position to further expand online chat services.
Following the implementation and stabilization of the platform, the CRA will be in a better position to assess how chat capabilities can best be incorporated.
Recommendation 6
The Taxpayers’ Ombudsperson recommends that, as part of the CRA’s AI strategy, it makes sure to meet the needs of vulnerable populations so that they are treated fairly.
CRA’s response
The CRA agrees with this recommendation.
CRA’s action plan
The CRA’s AI Strategy includes requirements for mitigating bias throughout the design, testing, deployment, and monitoring of AI systems. All AI projects undergo a mandatory Gender-Based Analysis Plus (GBA+) review to assess potential impacts related to gender, race, ethnicity, religion, age, and disability.
To further align with Accessibility Standards Canada and strengthen its commitment to fairness and accessibility in the use of AI, the CRA will incorporate the Accessible and Equitable Artificial Intelligence Systems Standard (including Section 11) into its Directive on Artificial Intelligence.
This update to the Directive will be published by January 2027.
Recommendation 7
The Taxpayers’ Ombudsperson recommends that the Minister of Finance and National Revenue expand eligibility for automatic tax filing to allow all taxpayers in a simple tax situation, not just low-income individuals, to access pre-filled tax returns in CRA accounts.
CRA’s response
N/A.
CRA’s action plan
The Canada Revenue Agency (CRA) acknowledges the recommendation made by the Taxpayers’ Ombudsperson regarding the expansion of eligibility for automatic tax filing. As this recommendation is directed to the Minister of Finance and National Revenue, any decisions or responses regarding this recommendation will be determined and communicated by the Minister.