CRA Faces Severe Service Failures
The Canada Revenue Agency (CRA) has reached a breaking point, with Secretary of State Wayne Long admitting that services have “hit rock bottom.” Despite the agency’s struggles, Long remains noncommittal on whether more job cuts are coming.
In an interview with CTV Power Play, Long called the delays “completely unacceptable,” stressing that Canadians deserve better. Still, he stopped short of promising protection for jobs, saying the review process must run its course.
A 100-Day Plan to Fix Services
Earlier this month, Long and Finance Minister François-Philippe Champagne ordered the CRA to launch a 100-day service improvement plan. The move follows widespread frustration over slow response times and long waits at call centres.
Union leaders argue staffing cuts are partly to blame. Since 2024, over 3,000 jobs have been eliminated, including debt collectors and call centre agents. Government data shows CRA employment fell from 59,155 in 2024 to 52,499 in 2025.
Long compared the agency’s performance to a private company, saying: “If this was a call centre selling hotel rooms, they’d be out of business.”
Political Pressure Ahead of Budget
The crisis comes as Prime Minister Mark Carney prepares his first federal budget. His government is balancing promises of fiscal restraint with commitments to new investments.
Cabinet ministers were instructed to find savings of up to 15% in operating budgets over three years. Champagne confirmed “adjustments” are expected across departments but stressed the need for a leaner, more efficient government.
When pressed about CRA’s future, Long reiterated that services will not worsen but refused to predict the outcome of ongoing reviews.
Systemic Issues Driving Delays
Long acknowledged that the CRA’s challenges go beyond staffing cuts. Rising population, more complex tax filings, and overworked agents have compounded delays. He admitted, “This is systematic failure. People are waiting too long, and we will fix it.”
The Secretary promised improvements, though he avoided details on timing or staffing. He emphasized that the government is reviewing spending “line by line” to restore efficiency while avoiding drastic program cuts.
What Comes Next
The federal budget, expected in October, will likely outline the government’s strategy to balance austerity with service delivery. Carney faces tough questions on how to cap public service growth while also boosting spending in areas like defence.
For now, Canadians wait to see if CRA can turn its operations around—or if further job cuts will deepen the crisis.
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