The Canada Revenue Agency (CRA) has recently extended the operating hours of its contact centres to enhance accessibility for taxpayers nationwide. Previously, the CRA's individual and business tax enquiry lines operated Monday to Friday from 8:00 a.m. to 8:00 p.m., and Saturdays from 9:00 a.m. to 5:00 p.m., local time. However, this schedule inadvertently restricted access for individuals whose phone numbers were associated with different time zones, particularly affecting those who had relocated without updating their area codes.
In response to concerns raised by the Taxpayers' Ombudsperson, the CRA has adjusted its hours to a standardized Eastern Time schedule. The contact centres are now open Monday to Friday from 6:30 a.m. to 11:00 p.m., and Saturdays from 7:30 a.m. to 8:00 p.m., Eastern Time. This change ensures that all taxpayers, regardless of their geographical location or area code, have equal access to CRA services during these extended hours.
This improvement is particularly beneficial for residents in Canada's Northern regions, who previously faced challenges accessing dedicated CRA phone lines due to area code restrictions. By standardizing operating hours and removing area code barriers, the CRA aims to provide more equitable service to all Canadians.
Telelink understands the importance of accessible and efficient communication channels between government agencies and citizens. Our expertise in providing 24/7 contact centre solutions ensures that organizations can offer seamless support to their clients, regardless of time zones or geographical locations.