this post was submitted on 21 Oct 2025
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This is exactly what I've experienced: hours waiting on the phone for an agent, only to have the dude read me the CRA website.
You're lucky if they can read the CRA website to you. I had a woman from the CRA basically harassing my partner to use their official forms to fill out info and upload documents, but the locations she gave us didn't exist on the website. I took over for my partner on speaker phone, because she was in tears, and explained to this woman that this pattern through the website that she's describing doesn't exist, and asked her to try logging in for herself and see where this shit is. She then told me she doesn't have access to the layout of a "My Service Canada" page. Excuse me? You're trying to navigate someone through something you don't have access to? Are you a Canadian citizen? Go make one. And then she refused to answer if she was a Canadian citizen.
Leaving whether or not Canada is outsourcing this kind of work aside, who the fuck tries to run a call center without providing access to the shit you're on the phone for.
In previous years (when CRA wasn't quite so bad) I had CRA peeps walk me through tasks in the CRA website. Either they had an excellent script, or they had access.
Right. I do suspect that this was individual failure, that is, this woman was just lying. Either she wasn't trained or didn't want to do it and just sucked at her job. But it's the failure of the organization that individual failure seems so widespread.