She said on average, people say they've had to wait for 45 minutes to speak to a CRA agent. Sandra Guevara-Holguin, an employment insurance and income assistance advocate at the Community Unemployed Help Centre, said she has been receiving more complaints about long wait times for the CRA and Service Canada helpline since September. Wait times affecting more people, says advocate "We can't do anything except hope that it's going to get fixed before it becomes too much of an issue," he said. Pierre said they also can't budget properly without knowing if their financial and payment issues would be resolved. It feels kind of hopeless at this point, getting hold of somebody," she said. "It takes up a lot of your time worrying about that instead of doing other things. The new agents will be able to answer general inquiries about emergency benefits but will not be able to access taxpayer's personal information, the federal government says. "It's been awful," said Ferrier, adding she has to call while caring for her newborn daughter. His wife said they've had to "double team it" - trying to call the line simultaneously with two phones, with the hopes that an agent will pick up on one. He said it's been stressful having to plan their day around calling the helpline. Pierre said he tried using the callback service, but an agent did not call him back. The CRA said it also installed a new automated callback service and extended its call centre hours from regular business hours to 9 p.m. In addition, the CRA has also contracted a third-party service provider to help increase its capacity. Agents hired through the third-party company will be able to answer general inquiries, but will not be able to access taxpayer's personal information. It says 2,000 additional agents will be hired by March this year. The CRA said it's acting to improve service for Canadians this tax season by hiring additional agents to increase its call centre capacity. "Everything revolves around having a phone in our hand, trying to cook, trying to clean, doing dishes," he said.
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In addition, they're both locked out of their online CRA accounts because of recent password resets. Pierre said they need help from the CRA because they initially applied for CERB and his wife is also on maternity leave, which created complications that need to be cleared up. It has also extended its call centre hours and set up an automated call back service. The CRA said it's hiring additional agents to increase its call centre capacity.
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