Sisters, Brothers and Friends,
As you are probably aware, the Canada Revenue Agency decided last May not to renew the contracts of over 2,000 agents working in its Contact Centres.
As we predicted, the result was immediate. Taxpayers have been waiting on average more than three (3) hours since the start of the summer to get answers to their questions. And that's if they don't simply lose patience and abandon their call altogether.
The situation faced by our members is distressing. Employees working in Contact Centres are exhausted, and the Agency's refusal to fill more permanent positions in this type of work, as well as the stressful and highly supervised work environment compared to other positions within the CRA, place them in precarious employment situations.
We demand more consideration and respect for our members working at CRA Contact Centres.
Our union has noticed that the Agency has rehired a few hundred employees in its Contact Centres over the last weeks to answer a request made by the Taxpayers' Ombudsperson to offer extended hours of service to give taxpayers equal access across the country.
This is good news. However, this is far from being enough to address the long delays faced by taxpayers when calling the Agency.
The wait times at the CRA Contact Centres are simply unacceptable.
That's why I have written directly to the Minister of National Revenue to ask her to order the Agency to rehire a lot more agents to really improve the situation for both taxpayers and businesses, and for our hard-working members who face very difficult working conditions.
I have also written letters to the Taxpayers' Ombudsperson and the Auditor General of Canada, denouncing this situation and asking them to take action in their respective roles, and offering our full cooperation.
These letters are attached to this message to allow you to read them.
The excellent work of our members is the cornerstone of service to Canadians and their ability to comply with Canadian tax regulations.
The Agency's ability to meet its commitments depends on proper funding. Our members have demonstrated in the past that they can rise to the occasion. It is high time that the Canada Revenue Agency gives them the capability to do so, permanently.
In Solidarity,
Marc Brière
National President
Union of Taxation Employees