We know from the work we did for our report “A Benefit without Barriers” that the Canada Revenue Agency does measure the amount of time that agents are on the phone with people and that the desired outcome is the least amount of time possible to address a question. I'm not sure if that's something staff are actively measured on and if it's a performance issue for staff, but we know there is a limit per se that staff are encouraged to meet.
That simply can't be the case with people with disabilities, seniors and others across the country who need to spend time to resolve the issues they have with the Canada Revenue Agency, either for automatic tax filing reasons or for any other taxation requirements. These are complex issues, and people with disabilities are often living in complex circumstances. We need to make sure that staff are well trained and well equipped to answer and address all of the issues that are brought forward to them.