Accessibility feedback process at the Canada Border Services Agency

How to provide feedback

• Accessibility feedback form
• Telephone: 1-800-461-9999
• TTY: 1-866-335-3237
• Email: CBSA.Barrier_Free-Sans_Barriere.ASFC@cbsa-asfc.gc.ca
• Mail: Director, Workforce Equity and Inclusions Programs
  Accessibility Office
  Human Resources Branch
  Canada Border Services Agency
  191 Laurier Ave W
  Ottawa, ON  K1A 0L8

Submit anonymous feedback

If you want to provide anonymous feedback:

• do not state your name or provide any other identifying information (for example, your email address or phone number)
• do not include your return address on the envelope if you send feedback by mail

If you want a response

If you’ve asked for a response, we will respond in the same way that you communicated with us.

Finding answers to more complex issues might take time. If that’s the case for your feedback, we’ll still follow up to let you know what we’re doing.

Online form or email feedback

We will respond by email within 28 business days.

Phone feedback

We will respond by phone within 28 business days.

Mail-in feedback

We will respond by mail within 28 business days plus mailing time.

What we do with your feedback

We analyze feedback for trends and patterns. We don’t identify individuals in our reports.

The only time your feedback will be connected to you is when you request a personal response from our Accessibility Office.

We publish annual progress reports in the years between accessibility plans. In these progress reports, we report on the feedback we receive and how we are taking it into consideration.

Request for alternate formats

You can request an alternate version of our feedback process, accessibility plans or progress reports by email at CBSA.Barrier_Free-Sans_Barriere.ASFC@cbsa-asfc.gc.ca.

Formats available:

• print
• large print (larger and clearer font)
• braille (a system of raised dots that people who are blind or who have low vision can read with their fingers)
• audio (a recording of someone reading the text out loud)
• electronic formats that are compatible with adaptive technology