Kamloops Chamber’s CRA Contact Centre Resolution passes at the Canadian Chamber AGM
FOR IMMEDIATE RELEASE
Kamloops Chamber’s CRA Contact Centre Resolution passes at the Canadian Chamber AGM
Delegates in Victoria approved the Chamber’s call for more accurate, accessible tax support for businesses
KAMLOOPS, B.C. – November 4, 2026 – A policy resolution sponsored by the Kamloops & District Chamber of Commerce, calling on the federal government to improve the accuracy and accessibility of Canada Revenue Agency (CRA) contact centres, was approved, as amended, with 98% support by delegates at the Canadian Chamber of Commerce AGM & Convention in Victoria, B.C., on October 28. Members of the BC Chamber of Commerce had supported the resolution in June.
The resolution, Enhancing CRA Contact Centre Accuracy, Training and Professional Access, responds to findings in the Auditor General of Canada’s 2025 report on CRA contact centres. The Auditor General found that agents gave accurate answers to general business tax or benefits questions just over 54% of the time, and to general individual tax questions only 17% of the time. Only 18% of callers reached an agent within 15 minutes in 2024–25, against a CRA target of 65%, and callers who chose to speak with an agent waited 31 minutes on average.
For business owners, those gaps carry real costs. Businesses can rely on what they hear from CRA representatives when preparing returns, and wrong advice can lead to reassessments, interest and penalties. Accountants also report spending billable time explaining tax rules to call centre staff, a cost that is passed onto their business clients.
The resolution, as amended and approved, asks the Government of Canada to:
- Direct the CRA to implement the Auditor General’s recommendations, including quality evaluations that prioritize accuracy and completeness, and staffing aligned with the target of answering 65% of calls within 15 minutes.
- Enhance and expand existing CRA support services for tax professionals, building on current initiatives and pilot programs, to improve accessibility, response times, and the accuracy and consistency of information provided.
- Strengthen ongoing training and professional development for CRA contact centre personnel, while using technology, including artificial intelligence, to improve service efficiency, accuracy and consistency.
- Establish internal, data-driven accountability measures, such as annual public reporting on performance metrics and protections for taxpayers and businesses that act on CRA advice, to build trust and reduce compliance costs.
“Businesses in Kamloops count on clear answers from the CRA to get their taxes right. When the information is wrong or hard to reach, small businesses pay for it in time and money. We are proud that delegates from across the country supported this resolution.” — Alicia Glaicar, President, Kamloops & District Chamber of Commerce
“This resolution came from the practical concerns of businesses and the professionals who support them. The wording was strengthened by amendments from the floor, and that is how the Chamber network is meant to work. We now look forward to working with the Canadian Chamber to carry it to Ottawa.” — Acacia Pangilinan, Executive Director, Kamloops & District Chamber of Commerce
The Kamloops delegation to the Convention included Board President Alicia Glaicar, Director Alp Isin and Executive Director Acacia Pangilinan. Amendments were received from the floor and incorporated, and the resolution passed as amended.
Resolutions adopted at the Canadian Chamber’s AGM & Convention guide the national organization’s advocacy to the federal government. The Kamloops & District Chamber will continue to share updates with members as this work moves forward.
About the Kamloops & District Chamber of Commerce
The Kamloops & District Chamber of Commerce is a proven partner that connects, supports and advocates for the Kamloops and area business community.
Media Contact:
Acacia Pangilinan
Executive Director
Kamloops & District Chamber of Commerce
P: 778-257-5900