CRA call centre service has hit 'rock bottom', according to federal minister

Wayne Long, secretary of state for the CRA, criticized the agency’s call centre service as “completely unacceptable” while facing pressure to cut spending by up to 15%. Despite acknowledging severe staffing reductions and long wait times, he refrained from committing to further cuts, instead proposing measures to improve service and reversing plans to terminate contracts for 850 call centre employees.

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