Before you call

• Ask the GenAI chatbot
• Check your CRA account
• Check the FAQs
• Check the wait times to contact the CRA
• Have everything you need on hand

Many calls could be resolved without speaking to a service representative. Only some situations require a phone call. Use this table to know when you should use our online tools, and when to call us.

When to use our online tools and when to call the CRA

Use our online tools when:

• You want to register for a CRA account
• You want to confirm a payment or balance owing
• You want to update your personal information
• You want to find your TFSA contribution room information
• You want to know the status of your tax return or other CRA processing times
• You need to change your tax return
• You have a general question about credits and benefits for individuals
• You need a proof of income statement or a notice of assessment
• You suspect a scam, fraud, or identity theft
• Your want to verify if it’s the CRA calling you
• You represent someone who died

Call us when:

• You're locked out of your CRA account
• You’re dealing with a complex reassessment or an audit notice
• You need help with your CRA debt

Online tools

Your CRA account

Your CRA account is an online portal that empowers you to self-serve. With a CRA account you can complete many tasks quickly and easily—no need to call.

GenAI Chatbot beta

The CRA’s GenAI chatbot beta is available 24/7 to answer questions relating to benefits, charities, personal income tax, as well as information relating to accessing a CRA account.

Prompts you can ask the CRA GenAI chatbot beta

"How do I register for a CRA account?"

The chatbot can walk users through the registration process, explain what documents are needed, how to get a CRA security code, and what to expect during setup.

"How do I change my address or direct deposit information?"

The chatbot can walk users through securely updating their information through My Account, ensuring uninterrupted benefit and tax-related payments.

"How do I check the status of my tax refund?"

The chatbot can guide the user to sign-in to their CRA account and find the refund status, including expected payment dates and any issues.

"Do I qualify for the GST/HST credit or the Canada Child Benefit?"

The chatbot can explain eligibility criteria, how to apply or ensure you're registered, and how to check payment schedules and amounts.

"When will I receive my next benefit or payment from the CRA?"

The chatbot can help users check expected payment dates for programs like the GST/HST credit, Canada Child Benefit, or tax refunds, and guide them to My Account for full details and history.

Online chat in My Account

The CRA offers an online chat service within My Account that lets you discuss account-specific issues with a live CRA service representative.

This chat service is available for both account-specific and general questions about:

• Personal Income Tax
• Benefits
• My Account
• Ordering CRA forms and publications
• Payments to the CRA
• Savings and Pension Plans
• Instalments

How to use the chat service

1. Sign in to your CRA account
2. Select the chat widget at the bottom right corner of the page
3. Accept the privacy statement and select your topic to begin

Call volumes and wait times

From April to June 2025, the CRA’s enquiries contact centres received more than 16 million calls— Statistics below are daily averages for that period:

Behind each of those calls is a person with an important question: a parent trying to understand a child benefit, a retiree looking for their refund, or a newcomer navigating our tax system for the first time. And on the other side of the line, there are CRA service representatives who do their best to answer your questions.

To avoid leaving Canadians waiting for too long, we redirect incoming calls to our automated services when average wait times reach 30 minutes. This helps us serve as many people as possible, as fairly as possible.

We know not being able to get through to a service representative is frustrating. That’s why we continue to improve our self-serve options—so you can get the help you need, faster and on your own time, without waiting on hold.

Contact centres myth-busting

In this section, we will clear up a few common myths about CRA contact centres.

Myth: “The CRA does not answer the phone.”

Myth: “Letting more people join the phone queue would mean more calls get answered.”

Myth: “Calling the CRA is the best way for me to make changes to my personal information.”