What the 100-Day Service Plan Means for Taxpayers

In response to mounting frustration, the CRA has introduced a 100-day Service Improvement Plan running from September 2 to December 11, 2025. This initiative is designed to tackle delays and make it easier for taxpayers to access the help they need.

As a taxpayer, it’s worth understanding what this plan means for you, and how you can use it to your advantage.

One of the CRA’s biggest challenges has been handling the sheer number of calls from Canadians. In the past, only a small portion of calls were being answered. With the hiring of additional agents, the CRA aims to boost answered calls to 70 per cent by mid-October. If you need to speak directly with someone, your chances of getting through are improving. Still, calling earlier in the day or mid-week can increase your odds of avoiding long waits.

If you prefer online help, the CRA has expanded its online chat with service representatives to run from 8 a.m. to 8 p.m. (Eastern). For quick answers, the CRA’s digital tools can help you to complete tasks without ever dialling a number. Taxpayers are encouraged to explore these options, as they can save time and provide 24/7 access to common services.

Starting October 20, taxpayers who are locked out of their CRA account or have forgotten their credentials will be able to reset online without needing to phone in. This is a practical step forward, especially for businesses or individuals who rely on frequent account access.

The CRA is also launching targeted teams to speed up processing times. Technologies like robotic automation and generative AI are being tested to handle routine tasks more efficiently, which should reduce wait times for responses.

To make the most of these improvements, Canadians should:

• Try digital tools first, including the “Skip the line” web campaign.
• Call during non-peak hours if phone support is unavoidable.
• Regularly check the CRA’s processing times page for updates.
• Use the new self-service account recovery option once it becomes available.

The CRA’s 100-day plan is not a magic fix, but it signals a real effort to make taxpayer services faster and more reliable. By staying informed and making use of the enhanced tools, you can save time and reduce the stress of managing your tax affairs.