The Canada Revenue Agency's call centres blocked more than half the calls they received and gave taxpayers the wrong answers to their questions nearly one third of the time, the federal Auditor-General says.
Auditor-General Michael Ferguson's fall report, tabled in the House of Commons on Tuesday, found that the CRA actively blocked calls from taxpayers so that it could say it met its service standard of keeping people waiting no more than two minutes – and reported making far fewer errors than auditors discovered.
"We found that the agency's number didn't account for the 29 million calls it blocked in a year – more than half of its total call volume [53.5 million]. Those calls either get a busy signal, a message to visit the agency's website or a message to call back later."
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