Why It’s So Hard to Reach CRA—and How to Make the Most of Your Call

If you’ve ever had to call the Canada Revenue Agency (CRA), you know it’s not exactly a quick phone call. Between the endless hold music, long wait times, and the occasional click of a dropped call, it can feel like a test of patience. And with the recent reduction in CRA staff, the problem of getting through has only become worse.

The good news? A little preparation can make the whole experience way less painful.

Tips for Talking to CRA Without Losing Your Cool

  1. Block off some time.
    Don’t squeeze a CRA call between other tasks. Hold times can be long, so give yourself space to wait it out. Another tip: call early in the morning when things are least likely to be backed up.

  2. Stay calm and professional.
    Easier said than done, I know—but remember, the person on the other end is there to help. A calm, clear approach usually gets better results. Don’t take out your frustration on the agent, but also remember that you don’t need to apologize for your tax issue, your lack of expertise, or anything else. When the agent asks a question, just answer it. They’re not there to judge or scold you, so don’t worry about just telling them what they need to know with a minimum of excess detail.

  3. Say what you need right away.
    Don’t bury the lead. Start with: “I have a question about my GST/HST return” or “I need help understanding a letter I received.” This helps the agent get you to the right answer faster.

  4. Know when ID is needed.

    • Just looking for general info? You don’t need to give CRA any personal details. You can also discuss your issue as if it’s hypothetical: “Say I’ve received a large tax bill that I don’t think is correct. What would be my next step?”

    • Asking about your own account or tax return? You’ll need to prove who you are. Have your latest Notice of Assessment handy, along with the mailing address CRA has on file for you.

Skip the Hold Music Altogether

Here’s the thing—you don’t always have to call CRA. If you’ve received a confusing letter or you’re not sure what your CRA account is telling you, Personal Tax Advisors can help. We offer low-cost consultations to walk you through what’s going on and what your options are.

No jargon. No hold music. No kidding.