Secretary of State Wayne Long admits CRA services have “hit rock bottom” as Canadians face mounting delays and frustration. Image: The Canadian Press
The Canada Revenue Agency (CRA) is under fire for long service delays, mounting public frustration, and shrinking staff numbers. Secretary of State Wayne Long admits the agency has “hit rock bottom,” but remains noncommittal on whether more job cuts are coming.
‘Rock Bottom’ Services
Speaking to the media, Long described the current state of the CRA as “completely unacceptable.” He said service levels had collapsed to a point where Canadians were waiting far too long for basic help.
“Let’s call a spade a spade. We hit rock bottom. It can’t get much worse than it is now,” Long said bluntly.
The sharp criticism comes just weeks after Long and Finance Minister François-Philippe Champagne ordered a 100-day plan to restore confidence in the agency. The initiative aims to fix chronic delays that Canadians say have become unbearable.
Job Cuts and Staff Shortages
Behind the scenes, the CRA is also grappling with a shrinking workforce. The union representing CRA employees says more than 3,000 jobs have disappeared since 2024, including vital call centre and debt collection roles.
Government data supports the claim. According to the Treasury Board, the CRA employed 52,499 workers in 2025, down from 59,155 a year earlier.
Long compared the agency’s performance to a failing business. “If this was a call centre selling hotel rooms, (the CRA would) be out of business, and heads would roll,” he said.
Ottawa’s Budget Dilemma
The CRA crisis comes as Prime Minister Mark Carney prepares his first federal budget. His government faces the challenge of balancing austerity with new investments.
Over the summer, ministers were ordered to find up to 15 percent in savings from daily operations over the next three years. Champagne later confirmed that “adjustments” would happen across departments, while stressing the need for a leaner, more efficient government.
That approach leaves the CRA’s future uncertain. When asked whether additional layoffs could be coming, Long refused to commit. “With respect to cuts, I can’t commit one way or the other. I’m not going to prejudge the review process,” he said.
A Strain on Canadians
Long acknowledged that people are losing patience. Wait times are stretching, agents are overwhelmed, and tax filings are more complex than ever. He said the agency’s service “will not get worse,” pledging improvements in the months ahead.
“This is systematic failure. People are waiting too long. Agents are overrun. We will get this right,” Long promised.
The Road Ahead
The government is expected to table its long-awaited budget in October. Carney has pledged to cap—not cut—the public service while balancing spending by 2028. But those promises are colliding with the reality of rising defence costs, tariff supports, and fiscal pressures.
Long admitted tough choices are on the horizon. “Everything is being reviewed, line by line by line. We will get this right,” he said. However, he insisted the government will not pursue a “slash and burn” approach to programs.
For Canadians still waiting on the CRA’s phone lines, those assurances may offer little comfort. But with public trust eroding, Ottawa knows it has little room left to fail.
