Complaints from taxpayers against the Canada Revenue Agency (CRA) have surged to a three-year high, according to a new report from the office of the taxpayers' ombudsperson, François Boileau. The report, released on June 30, 2026, highlights growing frustration over prolonged processing delays, inadequate communication, and unresolved service issues.
Record number of complaints
In the 2025-2026 fiscal year, the ombudsperson's office received over 8,500 complaints, a 40% increase from the previous year and the highest since tracking began. Boileau noted that many complaints stem from taxpayers waiting months for tax refunds, benefit payments, or responses to inquiries. "Canadians deserve timely and respectful service from their tax agency," Boileau said in a statement. "The current levels of delay are unacceptable."
Key issues identified
The report identifies three main areas of concern: processing delays for tax returns and adjustments, poor communication from CRA staff, and difficulties accessing the agency's phone and online services. Many taxpayers reported being placed on hold for over an hour or receiving conflicting information from different agents. Boileau's office also flagged systemic problems with the CRA's ability to handle complex cases, such as those involving business income or international tax obligations.
CRA response
The CRA acknowledged the report and said it is taking steps to improve service, including hiring additional staff and upgrading its phone system. "We are committed to serving Canadians efficiently and respectfully," a CRA spokesperson said. "We have already begun implementing changes to reduce wait times and improve clarity of communications." However, Boileau called for more aggressive action, including a formal review of the agency's service standards and accountability measures.
Impact on taxpayers
The surge in complaints has left many taxpayers frustrated, particularly those relying on refunds or benefits to cover living expenses. Small business owners have also been affected, with delays in GST/HST refunds causing cash flow problems. The report recommends that the CRA provide clearer timelines for processing and establish a mechanism for taxpayers to escalate unresolved issues more quickly.
Background
François Boileau was appointed as Canada's taxpayers' ombudsperson in 2023. His office operates independently from the CRA and investigates complaints about service issues. The annual report is submitted to Parliament and includes recommendations for improving taxpayer services.
