Ottawa, ON – The Canada Revenue Agency (ARC) is reducing its workforce, notifying employees with contracts expiring in September of the decision last week, according to agency spokesperson Étienne Biram. The move comes amid growing concerns about service levels and follows a year that saw the loss of approximately 3,300 call center employees.
The Public Service Alliance of Canada (PSAC), the union representing CRA workers, recently launched an online campaign protesting personnel discounts and advocating for increased staffing. National President Marc Brière stated the significant reduction in call center staff has resulted in extended wait times and frequent call disconnections for Canadians seeking assistance.
“The levels are too low and the services were deeply affected,” Brière explained last week, emphasizing the campaign’s core goals: halting further workforce compression, preserving existing call center jobs, and actively rehiring to address current staffing shortages.
The ARC’s decision to reduce staff is directly linked to budgetary constraints experienced in recent years, Biram confirmed. These financial pressures have necessitated a reassessment of the agency’s overall workforce size and operational capacity.
The CRA employs tens of thousands of Canadians across the country, handling individual and business tax filings, benefit management, and debt collection. Call centers play a crucial role in providing direct support to taxpayers, particularly those requiring assistance with complex tax situations or navigating online services. The agency has faced increasing demands in recent years due to evolving tax laws, the introduction of new benefit programs, and a growing reliance on digital platforms.
The PSAC campaign highlights a broader debate about the future of public service and the balance between fiscal responsibility and service delivery. Union officials argue that understaffing not only impacts taxpayers but also places undue strain on remaining employees, potentially leading to burnout and decreased morale. The CRA has previously indicated it is exploring option service delivery models,including increased automation and online self-service options,to mitigate the impact of staffing reductions.
The loss of 3,300 call center positions represents a significant shift in the agency’s operational structure. The exact locations affected by the recent workforce reduction have not been publicly disclosed, but the PSAC has vowed to continue advocating for job security and improved service levels for CRA employees and the Canadians thay serve.
