[User8712]

Agreed. I had the pleasure of calling CRA last month to sort out a problem. I spent an afternoon trying to piece together all these letters, payments, refunds, etc, and what exactly went wrong.

Anyway, I call, and it was the closest thing to magic I've ever seen. I give reception my SIN, and ask for the woman that signed the letter I received. I'm on hold for only 10 or 20 seconds, the woman answers, and greets me with my name. I didn't say more than a couple of sentences explaining the issue, and she says she'll check her computer, taps a button and poof she knows everything. Literally a few more seconds, and everything is sorted, and a cheque is being mailed.

I was almost speechless, I was expecting a 30 minute call between departments, explaining numbers, CRA scratching their heads since this was taking place across multiple provinces, and then me having to physically mail in a variety of personal information. Instead, it was a 1 or 2 minute call with an incredibly friendly woman, and she was so organized, it's like she spent the day preparing for me to call in advance. And, to reiterate, this was the woman that signed the original letter I received, not someone from support or customer service.

Now, the CRA website is a nightmare, but talking to them on the phone was the most impressive service I've ever encountered.