E95 – Complaint Analysis Information Sheet

Protected when completed

Note: The information on this form is collected to maintain records of complaints and is protected under the provisions of the Privacy Act. The form is stored in personal information bank, Complaints record No. RCC PPU 005.

• Complaint No.
• Cross Reference No
• Name and Address of Complainant
  • Surname
  • Given Name
  • Address
  • Resident / Non Resident
• Customs Office
• Region
• Date of Incident
• Date Referred to Customs
• File Reference
• Slip No.
• Signed By
• Date
• Reply Prepared By
• Investigating Officer
• Referred By
• Work Time Involved
• Hours

Mode of travel

• A) Scheduled Air
• B) Chartered Air
• C) Private Air
• D) Private Vehicle
• E) Bus
• F) Rail
• G) Marine
• H) Pleasure Boat
• I) Postal
• J) Commercial
  • a) Air
  • b) Highway
  • c) Postal/Courier
  • d) Warehouse
  • e) Rail
  • f) Marine

Complaint classification

• 1. Conduct of Officer
  • A) Rude/Abrupt/Offensive Behavior
  • B) Over Officious/Abuse of Authority
  • C) Appesrance
  • D) Discrimination
  • E) Incompetent
  • F) Other

Passenger processing

• 2. Delays
  • A) Primary
  • B) Secondary
  • C) Examination
  • D) Other Government Departments
  • E) Not Enough Staff
  • F) Other
• 3. Secondary Examination
  • A) Payment of Duties and/or Taxes
  • B) Damage Caused by Examination
  • C) Other Government Departments
  • D) Exemption/Entitlements
  • E) Documentation
  • F) Other
• 4. Enforcement
  • A) Objects to Vehicule/Baggage Search/Examination
  • B) Objects to Personal Search
  • C) Objects to Seizure/Forced Payment
  • D) Other
• 5. Facilities
  • A) Signs
  • B) Inadequate Room
  • C) Washrooms
  • D) Appearance
  • E) Traffic Backups/Congestion
  • F) Other
• 6. Official languages
  • A) Lack of Service – English
  • B) Lack of Service – French
• 7. General
  • A) Too Few/Too Many Staff
  • B) Reduction of Service
  • C) Additional Service
  • D) New Service
  • E) Cost Reduction Initiatives
  • F) Hours of Service
  • G) Telephone Reporting
  • H) Other

Cargo - Goods processing

• 8. Delays
  • A) Documentation Time
  • B) Examination Time
  • C) Release Time
  • D) Other Government Departments
  • E) Demurrage
  • F) Not Enough Staff
  • G) Other
• 9. Examination - Verification - Release
  • A) Objects to Documentation Required (i.e. CEPACS, Commodity Code, Permits)
  • B) Entry Processing Procedures
  • C) Objects to Examination/Verification
  • D) Damage Caused by Examination
  • E) Objects to Payment of Duty/Taxes (Non Commercial Goods)
  • F) Other Government Departments
  • G) Appraisal of Goods
  • H) Special Service Charges
  • I) Wrong Information Given Out by Customs
  • J) Storage Fees/Warehouse Fees
  • K) Other
• 10. Enforcement
  • A) Objects to Seizure/Detention
  • B) Other

Justification evaluation

• 1. Complaint Valid
• 2. Complainant and Agency at Fault
• 3. Complaint Invalid
• 4. Undetermined
• 5. Not a Complaint

Officer conduct allegations

• Name of Officer(s)
• Badge No.
• Officer Counselled (Yes/No)
• Officer Disciplined (Yes/No)

Date modified:

2013-04-03