Canada

This is exactly what I've experienced: hours waiting on the phone for an agent, only to have the dude read me the CRA website.

Is this before or after the government cut funding for the service? 🤔

Link to actual report: https://www.oag-bvg.gc.ca/internet/docs/parl_oag_202510_01_e.pdf

It's 39 pages but there some interesting stuff in there. Seems to come down to mismanagement with some budget subtext.

I'd personally like to see a even deeper audit internally.

Relation to head count and SLA overtime.

Misplaced priorities

Budget issues

Also to address the right wing headlines. It really isn't what the general agents is trained for.

34. We found that often the accuracy and completeness of responses were lower when non‑account-specific questions were asked (Exhibit 7). For example, an account-specific enquiry could relate to an error code when accessing MyAccount, checking the status of a caller’s application for the Canada Child Benefit, or requesting copies of documentation. Non‑account-specific enquiries could relate to eligibility criteria, general tax matters, or obtaining contact information for other areas of the agency.

This is driven by tax laws so complex, even experienced CAs can disagree how they work.