Nearly 3,300 call centre employees have lost jobs since May 2024 as CRA works to reduce budget: union
The Canada Revenue Agency (CRA) has extended the contracts of roughly 850 call centre workers until the end of March 2025.
The extension, confirmed last week, comes as the CRA faces criticism from both employees and taxpayers over long wait times and delays in service, notes the Ottawa Citizen.
Marc Brière, president of the Union of Taxation Employees (UTE), describes the contract extension as "a first victory" for workers, but warns that staffing levels remain a concern.
Nearly 3,300 call centre employees have lost their jobs since May 2024 as the agency works to reduce its budget, according to the union, which represents CRA workers.
“A number of factors have impacted the CRA’s budget, including the end of some temporary programme funding, government-wide savings initiatives, and a shift in operational pressures,” explains Eitienne Biram, a CRA spokesperson, to the Ottawa Citizen.
“This has required the CRA to re-examine the size of its workforce.”
The CRA opted not to renew the contracts of about 1,000 workers back in May, according to a previous report.
Complaints about CRA service
The UTE launched a campaign last week to protest job losses at CRA call centres.
“Canada Revenue Agency call centre workers are facing a wave of reckless job cuts, according to the campaign. “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.”
François Boileau, the taxpayers’ ombudsperson, told the Ottawa Citizen that complaints to his office have spiked in recent months. Boileau’s office is currently warning taxpayers to expect delays of up to 120 days for case assignments and is investigating whether there is a connection between staffing cuts and the rise in complaints.
“Wait times are already between 30 minutes and 3.5 hours, and fewer than 5 per cent of callers are reaching an agent,” according to the UTE.
The CRA’s workforce has declined from 62,111 to 55,880 over the past year, including a significant drop in term and student employees, according to the publication. The agency has implemented a moratorium on converting term employees to permanent positions, paused student hiring, and ended some contracts early as part of cost-saving measures.
Wanted: support for workers
With the campaign, the UTE is calling on the federal government to:
- Stop the job cuts
- Invest in CRA staff training
- Support worker well-being
- Invest more in public service
- 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,” said the union.
Previously, one CRA executive challenged the agency’s prorating of performance award.
