Demand a better CRA service experience

Demand a better CRA service experience

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Jasmine Lorimer started this petition to Government of Canada and

Getting in touch with the CRA is an excruciating experience.

It's an archaic system which involves "security codes" being sent by physical mail, 6+ hour wait times, misdirected calls, dropped calls and difficulty with customer service representatives - plus a whole lot of wasted time which a lot of people frankly just don't have. Without there being any alternative to the option of waiting on hold for multiple hours out of the day, which often leads to no solution, it's clear that something needs to be done.

It would only take a few simple alterations to the system in order to create a more streamlined and effective experience. Here are 6 small solutions that can be implemented easily:

1. Offer a callback option. This will allow folks to continue with their day, perhaps making other calls and being able to get things done without sitting on hold.

2. Consider setting up a contact email. At this time, there is no other way to contact the CRA other than by phone.

3. Set up email or text confirmation for the "CRA security code", OR don't let that code expire, OR use security questions and government-issued ID for identification purposes. Sending the code via physical mail is not only slow and inefficient, but it's also the least secure option.

4. Consider hiring a web designer to assist in streamlining these services, creating a more user-friendly experience. If a millennial has a hard time finding what they're looking for on your site, chances are that anyone above 60 is going to be completely lost.

5. Work on ensuring that your phone prompts are actually directing people to the correct departments. Waiting on hold for 3 hours and then being told that the system has a glitch, then being expected to wait for another 4 hours while you're transferred to the correct department is DEHUMANIZING.

6. Hire one single competent tech consultant to check up on and improve bugs, and glitches. It is not too late to modernize the system, even slightly.

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