Canada Revenue Agency call centre workers are facing a wave of reckless job cuts. These are vital public service workers who support people in Canada through hard times, help them access the benefits they rely on, and keep our country running.
Instead of investing in these workers and the services they deliver, the government is cutting jobs, putting thousands of livelihoods and millions of service users at risk. Wait times are already between 30 minutes and 3.5 hours, and fewer than 5% of callers are reaching an agent.
Call centre workers are going above and beyond to help people in Canada but there simply aren’t enough of them to meet the needs of a growing population. Without adequate investment, more people will be left on hold and left behind.
Strong public services are only as strong as the workforce behind them. Cutting these workers doesn’t create savings, it creates weaker services and deeper frustration for individuals, businesses, and tax professionals alike.
And it doesn’t stop at services. These jobs support local economies, especially in regions where other industries are shrinking. When call centre jobs are cut, it hurts entire communities — small businesses lose customers, families face financial uncertainty, and fewer dollars circulate through local economies. Call centre workers are contributing directly to their economic health.
Call on your MP to stop the cuts and invest in the workers delivering public services.
Have you experienced long wait times or trouble getting support from CRA? Are you a worker delivering vital services under growing pressure? Your story matters.
Let the CRA Ombudsperson know if you’ve faced dropped calls, excessive wait times, or had trouble reaching an agent. Your voice helps hold the system accountable.
Submit a complaintWhen public service jobs are cut, people in Canada feel it. From longer wait times to missed payments, the effects are immediate and personal. Here’s what’s at stake:
Longer wait times: Only 4.7% of callers currently get through because there aren’t enough staff to take the number of incoming calls. Fewer CRA workers will only make these wait times longer.
Lost access to critical benefits: Callers trying to reach the CRA need help with EI, tax returns, parental leave, business support, and more. If no one answers the phone, they don’t get what they need.
Burnout and high turnover: When workers are overworked, services get slower. The longer we let this continue, the harder it becomes to recruit new workers and retain experienced staff.
Weakened public institutions: This isn’t just about one department. It’s about the future of how people in Canada receive help from their government. The consequences are already being felt, and they’ll only get worse if the cuts continue.
A strong public service is the foundation of a functional Canada. When we invest in call centre workers, we strengthen access, reduce wait times, and ensure no one is left waiting for the help they need.
Stop the cuts: Nearly 3,300 call centre workers have lost their jobs since May 2024. These reductions are already being felt - in longer wait times, weakened services, and real harm to the people who rely on them every day. Cuts are happening NOW. Action is needed NOW.
Invest in service capacity: When the CRA hired more agents in 2021, wait times dropped for the first time in years. Investment works. If we want reliable services, we need enough trained staff to deliver them.
Support worker well-being: Workers are being denied vacation due to short staffing. Many report burnout, high stress, and dealing with angry callers after hours-long waits. These working conditions hurt employees and the quality of service people receive.
Strengthen the public service. Don’t erode it: People in Canada deserve high-quality services delivered by a strong, well-supported public workforce. That starts with investment, not austerity.
Protect local economies: UTE members are not only public service workers, they’re economic contributors. Job cuts mean fewer services and fewer paycheques circulating in local businesses. The ripple effect of cuts weakens entire communities.
