The CRA only accepts collect calls initiated by telephone operators. Individuals also have a right to file a complaint with the Privacy Commissioner of Canada regarding our handling of their information. Under the Privacy Act individuals have a right of protection, access to, and correction or notation of their personal information. Personal information is described in program-specific Personal Information Banks which can be found on the CRA’s Info Source page. Personal information is collected pursuant to the Income Tax Act and Excise Tax Act. Without this verification step, the CRA is unable to access your account information or make changes. The questions asked are in place to ensure the safety and security of your account. If you do not wish for your call to be recorded, please inform the agent at the beginning of the call.ĭuring your conversation with an agent and when using the automated self-serve options, you may be asked to provide personal information in order to validate your identity. Recording begins from the moment an agent answers the call and continues until the line is disconnected, including any time spent on hold. These call recordings are used to evaluate the quality and accuracy of agents’ responses, identify call trends, and provide insight into potential areas in which training would be beneficial. The Canada Revenue Agency’s (CRA) call centres record some calls. Service feedback, objections, appeals, disputes, and relief measures.
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