CRA’s 100-Day Service Plan: What It Means for Taxpayers

What Is the 100-Day Service Improvement Plan?

Launched September 2, 2025, this is a sweeping initiative by the CRA to tackle key service issues—and it's mid-point. (canada.ca) The focus? Reducing call wait times, accelerating request processing, and expanding self-service options. October 20, 2025 marks the midpoint evaluation. (canada.ca)

What’s Been Achieved So Far

• Call capacity improved: In early October, 77% of calls were answered—surpassing the target of 70%. (canada.ca)
• Expanded digital services:
  • My Account chat hours extended from 8 AM–5 PM to 8 AM–8 PM ET. (canada.ca)
  • TFSA content updated; business number application details made clearer. (canada.ca)
• New tools & system upgrades:
  • Automatic processing of 115,000 more individual adjustment requests annually. (canada.ca)
  • A callback pilot for Disability Tax Credit (DTC) now offers responses within two business days for those who request callbacks. (canada.ca)

What’s Coming & What You Should Do

• From October 20, 2025:
  • Users will be able to regain access to locked CRA online accounts without needing to call support. (canada.ca)
  • “Manage balance” service in My Account will allow people with debts of $1,000 or more to set up payment arrangements online, without contacting a collections officer. (canada.ca)
• Early November (2025):
  • Expansion of CRA’s GenAI chatbot beta to cover more topics and provide quicker responses. (canada.ca)
  • Continued focus on reducing backlog in tax adjustments. (canada.ca)

Real-World Impacts for Taxpayers

• Locked out of CRA account? Soon you can self-serve to restore access without calling.
• Facing tax debt? You’ll soon have online options to arrange payments instead of being forced into phone-based or in-person negotiations.
• Preparing returns or adjustments? Expect faster turn-around and more transparency for routine tasks (e.g. TFSA corrections, business number info).

Suggested Actions to Benefit from These Changes

• Sign up or log into CRA’s My Account regularly—check notices and watch feature rollouts.
• Set up and maintain your direct deposit, accurate personal details, and email, to reduce delays.
• Keep track of correspondence through online tools—when more mail moves digital, staying current is key.
• If you have tax debts, monitor when the “Manage balance” tool becomes active for your user level.

Bottom Line

The CRA’s 100-day plan is already changing how Canadians interface with tax administration—making communication faster, services more accessible online, and reducing frustration with long waits and manual tasks.