Compliments, Comments and Complaints
Frequently Asked Questions
1. Why should I complete a feedback form?
Service excellence is a key priority of the Canada Border Services Agency (CBSA). We are committed to providing the best possible service to all of our clients:
- the trade community,
- Canadian citizens,
- permanent residents, and
- visitors to Canada.
We want to hear from you to ensure the service we provide is fair, accurate, accessible, efficient and timely. Your feedback helps us to understand your needs and improve the delivery of our programs and services.
2. What information is required to ensure my feedback will be processed?
To receive the most efficient service, we encourage you to submit your compliment, comment or complaint by completing our electronic feedback form. For more information, please refer to How to submit your feedback.
3. What if my submission is not a compliment, comment or complaint?
The Canada Border Services Agency would like to hear about your experience with us. The feedback form is to be used to submit a compliment, comment or complaint about the service you received or about a specific program.
If you have a general question for the CBSA, and not a compliment, comment or complaint, please refer to our Contact Us page. The CBSA delivers a variety of programs and services, some of which are designed to help travellers and trade enter Canada smoothly.
If you suspect suspicious cross-border activity, we encourage you to contact the CBSA Border Watch Toll-free line at 1-888-502-9060. All calls are confidential.
If you are seeking a review of an enforcement action or trade decision, please refer to the Appeals/Reviews page.
If you think your feedback may be about another government department, organization or agency, please visit the Service Canada Web site to locate the appropriate contact information.
4. What is the CBSA's process and how long will it take?
Once your feedback is received, it will be forwarded to the appropriate area(s) within the CBSA in the following manner:
Compliments about your experiences with the CBSA will be passed on to the responsible manager and/or employee for recognition.
Comments and suggestions for improvements will be forwarded to the appropriate office or program area for consideration.
Complaints will be handled in an efficient, professional and impartial manner. Once a complaint is submitted, it will be shared with the appropriate manager or supervisor who will discuss it with the employee(s) concerned and a review will ensue.
The complaint will be handled in accordance with the following service standards:
- The CBSA will strive to contact the client within 14 calendar days after a written complaint is received.
A CBSA manager or supervisor will contact the client by phone to acknowledge and discuss the complaint. This provides an opportunity for open discussion about the complaint and to obtain additional information to assist in the review. Often, complaints can be resolved in our initial contact with the client.
- The CBSA will strive to respond to the client within 40 calendar days after a written complaint is received.
If the complaint was not successfully resolved in the initial contact, the CBSA will continue its review of the complaint. A written response will then be provided to the client, following the conclusion of the review.
The CBSA endeavours to meet these service standards under normal day-to-day operational conditions. Should a complaint require additional time to review due to its complexity, or if an identified border security concern or an unforeseen and unusual border pressure occurs, the contact and/or response time(s) may vary.
5. How will my personal information be used?
The information you provide on the feedback form is collected under the authority of paragraph 5(1)(a) of the Canada Border Services Agency Act. The information may be disclosed to employees of the Canada Border Services Agency, including those involved where the incident occurred, for the purposes of reviewing and/or investigating your complaint, providing positive recognition to the office or region indicated in your compliment, or to provide feedback to program officials on your experience with the CBSA. Information may also be shared internally with Security and Professional Standards for employees to conduct investigations, or may be shared internally or with international, federal, provincial or local law enforcement agencies for law enforcement and investigation purposes as authorized by subsection 8(2) of the Privacy Act.
Providing the information requested on this form is voluntary. However, we can only respond to your correspondence if you complete the fields on the form marked (required). Without this information, we may be unable to fully address your complaint. Individuals have the right to access and/or make corrections of their personal information under the Privacy Act. The information collected is described within Info Source under the Personal Information Bank CBSA PPU 003 and www.infosource.gc.ca.
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