CARM client service and helpdesk

How to get client support and when CARM users can reasonably expect a response of certain services under normal day-to-day operational conditions or circumstances.

Helpdesk

Contact the CARM Client Support Helpdesk if you are a trade chain partner and need support with:

• accessing the CARM Client Portal
• issues related to business number registration, program enrolment
• issues with the new Commercial Accounting Declaration
• issues related to your import-export program (RM) account: payment processing, payment allocation, clearing, offsetting and reconciling
• disbursement and collection activities
• other CARM-related functionality issues

Resources

Onboarding documentation: Download our user guides.

Tip: Consult the Catalogue of External User Guides for summaries of the information available in each user guide.

Contact form

Online: Client support contact form.

We will review your request and respond as soon as possible. Keep your reference number for future inquiries.

Expected response times

You should hear from us within 2 business days. However, it can take up to 15 business days to address more complex requests related to financial account activities.

Telephone (for urgent requests)

1-800-461-9999 (toll-free from Canada or the US)

For CARM support, select your preferred language and press 2.

Hours of operation

Monday to Friday, 7 am to 7 pm ET

Closed on statutory holidays and weekends.

Response times

We are currently experiencing a high volume of calls for business registration assistance, resulting in longer wait times. For non-urgent requests, please use our client support contact form.

Client service

Our aim is to provide knowledgeable, accessible and fair service that is timely, professional and courteous. We aim to continuously enhance our commitment to clients by developing, monitoring, reporting and improving on these service standards.

The CBSA also offers information on processing times to help you estimate how long it will take the agency to respond to your request.

Service standards

Trade-related service standards can be found under the following categories:

• Trade facilitation services:
  • Advance rulings and national customs rulings
  • B2 (Commercial Accounting Declaration) commercial adjustments
  • Duty Drawback Program
  • Duties Relief Program
  • Trade compliance verification
• Trade appeals:
  • Acknowledgment of receipt of a new request

Visit the Service standards: Fiscal year 2024 to 2025 for the complete list.

Stay connected

Join our CARM distribution list by emailing cbsa.carm_engagement-engagement_de_la_gcra.asfc@cbsa-asfc.gc.ca