On November 21, 2017, the Auditor General released its Fall Report containing the results of 6 audits completed since the summer, including an audit of the timeliness and accuracy of information provided by Canada Revenue Agency Call centres.
Some key findings of the audit are as follows:
- Call centre agents answered only about one third of calls to the Canada Revenue Agency’s call centres;
- Call centre agents gave inaccurate information almost 30 percent of the time; and
- The Canada Revenue Agency overstated its call centres’ service standard results in its public reporting.
The full report is available at http://www.oag-bvg.gc.ca/internet/English/parl_oag_201711_e_42656.html.