Service standards: Fiscal year 2022 to 2023

The CBSA aims to meet the targets of these service standards under normal day-to-day conditions. A range of factors may affect our ability to meet them, including:

the type of service being provided
a border security concern
an unforeseen and unusual border pressure
hours of operation

Performance results for fiscal year April 1, 2022, to March 31 2023, will be reported on June 1, 2023.

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

Border Information Services (BIS)
Traveller services standards
Commercial facilitation services
Trade facilitation services
Complaints
Enforcement and trusted traveller appeals
Trade appeals
Access to Information Act or the Privacy Act (ATIP)

Border information services

The Border Information Services (BIS) offers automated, bilingual, 24-hour, toll-free telephone service. Travellers and commercial clients may also contact a BIS agent for information about programs and services offered by the CBSA.

Service: Speak with a BIS agent during regular business hours

Standard: Answer calls within 5 minutes (300 seconds)
Target: To meet this standard 75% of the time
Performance: The BIS agents answered 564,197 calls and met the service standard 65.32% of the time

Note: BIS agent are available from 7 am to 7 pm ET, Monday to Friday. They are not available on weekends and federal statutory holidays.

For more information, please visit border information services.

Traveller services standards

Border wait times: Highway traveller primary processing

Service: The CBSA processes the entry into Canada of all travellers via the primary inspection line at its highway-based ports of entry

Standard: The wait times for travellers reaching the CBSA primary inspection booth, the first point of contact with the CBSA when crossing the Canada/US land border, will aim to be:
- September to June:
  - 10 minutes on weekdays (Monday to Thursday)
  - 20 minutes weekends (Friday, Saturday, Sunday) and holidays
- July to August: 20 minutes (7 days a week)
Target: The CBSA will aim to meet this standard 95% of the time
Performance: The CBSA met the service standard 93.79% of the time.

For more information, please visit border wait times.

Border wait times: NEXUS highway traveller primary processing

The NEXUS program is a joint Canada Border Services Agency (CBSA) and U.S. Customs and Border Protection initiative designed to expedite the border clearance process for low-risk, preapproved travellers into Canada and the U.S.

Service: To process vehicles using dedicated NEXUS lanes at specified land border crossings in a timely manner.

Standard: The wait times using NEXUS lanes in reaching the CBSA primary inspection booth:
- September to June:
  - 5 minutes on weekdays (Monday to Thursday)
  - 10 minutes weekends (Friday, Saturday, Sunday) and holidays
- July to August: 10 minutes (7 days a week)
Target: The CBSA will aim to meet this standard 95% of the time
Performance: The CBSA met the service standard 94.11% of the time

For more information, please visit NEXUS.

CANPASS programs: Application

High-volume regulatory authorization

Service: Processing of an application to participate in the CANPASS program for certain US travellers by private aircraft or corporate aircraft

Standard: Within 30 business days of receipt of a complete application, applicants are informed whether they are approved
Target: The CBSA will aim to meet this standard 95% of the time
Performance: The CBSA informed 2,799 applicants and met the service standard 75.79% of the time

For more information, please visit CANPASS.

Commercial Driver Registration Program (CDRP): Application

High-volume regulatory authorization

Service: Processing of an application for Commercial Driver Registration Program (CDRP) membership

Standard: Within 30 business days of receipt of a complete application, applicants are informed of their eligibility to proceed to the interview stage
Target: The CBSA will aim to meet this standard 95% of the time
Performance: The CBSA informed 517 applicants and met the service standard 100% of the time

For more information, please visit Commercial Driver Registration Program.

Free and Secure Trade (FAST): Program application

High-volume regulatory authorization

Service: Processing of an application for Free and Secure Trade (FAST) membership

Standard: Within 30 business days of receipt of a complete application, applicants are informed of their eligibility to proceed to the interview stage
Target: The CBSA will aim to meet this standard 95% of the time
Performance: The CBSA informed 21,554 applicants and met the service standard 100% of the time

For more information, please visit Free and Secure Trade.

NEXUS: Program application

High-volume regulatory authorization

Service: Processing of an application to participate in the NEXUS program

Standard: Within 30 business days of receipt of a complete application, applicants are informed of their eligibility to proceed to the interview stage
Target: The CBSA aims to meet this standard 95% of the time
Performance: The CBSA informed 416,646 applicants and met the service standard 36.72% of the time

The service standards are not currently being met for the NEXUS program due to a build up in the risking inventory resulting from enrolment centre closures during the pandemic. The Agency is now working to decrease the risking inventory and piloting solutions to increase risking capacity.

For more information, please visit NEXUS.

Casual (non-commercial) refund

Service: The Casual Refund Centre processes non-commercial refund claims for duties and taxes on postal/courier and travellers importations

Standard: To process casual refund requests within 30 business days of receipt of all required documentation
Target: The CBSA aims to meet this standard 90% of the time
Performance: The CBSA processed 128,912 refunds and met the service standard 100% of the time

For more information, please visit Casual Refund Centre.

Commercial facilitation services

Border wait times: Highway commercial primary processing

Service: The processing of commercial goods entering Canada by commercial conveyance through the primary inspection lines at the CBSA’s highway ports of entry

Standard: The estimated wait time for commercial highway conveyances reaching the primary inspection booth at a dedicated commercial lane is 45 minutes (7 days a week)
Target: The CBSA will aim to meet this standard 95% of the time
Performance: The CBSA processed 5,323,945 commercial conveyances and met the service standard 97.86% of the time

For more information, please visit border wait times.

Carrier code: Application process

High-volume regulatory authorization

Service: The issuance of a carrier code in order to establish identity and conduct business with the CBSA

Standard: To issue a carrier code within three (3) business days upon receipt of all required documentation
Target: The CBSA will aim to meet this standard 85% of the time
Performance: The CBSA processed 3,346 applications and met the service standard 100% of the time

For more information, please visit carrier codes.

Commercial release

Service: The CBSA provides a release decision of commercial goods to importers and customs brokers who present properly completed accounting documents or submit an interim accounting Release on Minimum Documentation (RMD)

Standard: Post-arrival Electronic Data Interchange (EDI) RMDs will provide a release decision within 45 minutes
Target: The CBSA will aim to meet this standard 70% of the time
Performance: The CBSA provided 80,735 release decisions and met the service standard 56.84% of the time

For more information, please visit release of your shipment.

Cultural property export permits

High-volume regulatory authorization

The CBSA has specific responsibilities to administer and enforce the Cultural Property Export and Import Act in collaboration with the Department of Canadian Heritage.

Service: Simplified review

Issuance of a Cultural Property Export Permit that does not require the assistance or review of an expert examiner.

Standard: When all documents are in order, the permit (simplified review) will be issued within two (2) business days
Target: The CBSA will aim to meet this standard 95% of the time
Performance: The CBSA issued 67 simplified permits and met the service standard 95.52% of the time

Service: Expert review

Issuance of a Cultural Property Export Permit that requires the assistance or review of an expert examiner.

Standard: When all documents are in order, the permit (expert review) will be issued within 20 business days
Target: The CBSA will aim to meet this standard 75% of the time
Performance: The CBSA issued 639 expert reviewed permits and met the service standard 97.81% of the time

For more information, please visit:

Customs special services

High-volume regulatory authorization

If there is a need for clearance of commercial goods, and the service being provided is after hours or at a non-designated site, special services charges may apply.

Service: Request

To acknowledge a request for special services.

Standard: To acknowledged the request within one working day of receipt
Target: The CBSA will aim to meet this standard 100% of the time
Performance: The CBSA acknowledged 812 requests for special services and met the service standard 97.66% of the time

Service: Invoice

Upon completion of the service, a detailed and accurate invoice is provided, itemizing the special services completed and the associated fees for these services.

Standard: To issue an itemized and accurate invoice for the special services
Target: The CBSA will aim to meet this standard 100% of the time
Performance: The CBSA issued 812 detailed invoices and met the service standard 100% of the time

For more information please visit special services.

Electronic data interchange: Application and testing process

High-volume regulatory authorization

This service provides businesses with the ability and authorization to electronically exchange commercial information with the CBSA's host system using Electronic data interchange (EDI). Businesses and their service providers who choose to use one of the EDI options to transmit electronic commerce data must apply to the CBSA.

Service: Acknowledgement

To acknowledge receipt of a complete and accurate EDI application by fax or email from the client.

Standard: To acknowledge the application within two business days
Target: The CBSA will aim to meet this standard 95% of the time
Performance: The CBSA processed 6,115 applications and met the service standard 100% of the time

Service: Review

To review the EDI application and communicate to the client regarding the ensuing testing process.

Standard: To review the application and communicate within 10 business days
Target: The CBSA will aim to meet this standard 95% of the time
Performance: The CBSA conducted 5,635 reviews and met the service standard 99.38% of the time

Service: Initial test

The initial test ensures that all technical communication components are interfaced correctly, allowing data to be processed and results returned.

Standard: Upon transmission of the first test, to inform the client of the result within four business days
Target: The CBSA will aim to meet this standard 90% of the time
Performance: The CBSA processed 18 testing clients and met the service standard 100% of the time

Service: Final test and permission

Upon successful transmission of the final test of each test package by the client, the CBSA will notify the client advising that permission has been given to electronically exchange commercial information with the CBSA's host system using EDI.

Standard: To inform the client within four business days that permission has been given
Target: The CBSA will aim to meet this standard 90% of the time
Performance: The CBSA processed 16 testing clients and met the service standard 100% of the time

Note: The number of tests required varies on the client's requests and reporting requirements. The above testing service standards are contingent on all technical communication components being interfaced correctly and that no extenuating factors inhibit either the client or the CBSA from testing in a timely manner.

For more information, please visit Become an Electronic Data Interchange client.

International events

To facilitate border coordination services for organizers of international events being held in Canada, the CBSA will help coordinate border-related requirements in partnership with other Canadian government departments and agencies. The aim is to support the meetings, conventions and incentive-travel industry and provide educational and logistical support throughout the life cycle of an event.

Service: Event queries

To respond to clients' queries and follow up on online registrations.

Standard: To respond within two business days
Target: The CBSA will aim to meet this standard 95% of the time
Performance: The IECSP responded to 781 queries and met the service standard 99% of the time

Service: Event recognition

To provide a decision for clients who submit an event recognition request more than 15 days prior to the start of the event.

Standard: To provide a decision two business days prior to the start date of their event
Target: The CBSA will aim to meet this standard 95% of the time
Performance: The IECSP rendered 787 decisions and met the service standard 100% of the time

For more information, please visit International events in Canada.

Marine container: Efficient examination

Service: Examination

The marine container examination process is conducted as efficiently as possible in order to minimize delays to the importer.

Standard: To conduct a marine container examination within 24 hours, exclusive of weekends and holidays, fumigant testing and ventilation, and the time required for reloading a container
Target: The CBSA will aim to meet this standard 95% of the time
Performance: The CBSA met the service standard 95.83% of the time

Service: Fumigants

To conduct a ventilation process when the presence of fumigants is identified within a marine container.

Standard: The CBSA will not delay the container longer than three days in the ventilation process, exclusive of weekends, statutory holidays, or containers which pose an extreme danger to health
Target: The CBSA will aim to meet this standard 90% of the time
Performance: The CBSA met the service standard 96% of the time

For more information, please visit marine container examination program.

Trade facilitation services

Advance rulings and national customs rulings

The Customs Act allows members of the trading community to request a binding ruling from the CBSA on the Free Trade Agreement (FTA) Origin, Tariff Classification, or marking of goods imported from a Canada-United States-Mexico Agreement (CUSMA) country in advance of the importation of goods. The CBSA also issues National Customs Rulings (NCRs) for valuation purposes, for non-FTA origin goods and marking of goods imported from non-CUSMA countries.

Service: Issuance of an advance ruling under the FTA or issuance of a National Customs Rulings, as described above

Standard: To be issued no more than 120 calendar days from the date of receipt of complete information upon which a ruling may be based
Target: The CBSA will aim to meet this standard 90% of the time
Performance: The CBSA issued 664 Advance Rulings and National Customs Rulings and met the service standard 95.93% of the time

For more information, please visit rulings for tariff classification, valuation, origin, and marking.

B2 commercial adjustments

Service: Processing requests for B2 commercial refunds, and if approved, a refund is granted to the client

Standard: To process B2 commercial adjustments within 90 calendar days of receipt of a claim and all requisite supporting documentation
Target: The CBSA will aim to meet this standard 90% of the time
Performance: The CBSA processed 138,595 B2 commercial adjustment requests and met the service standard 61% of the time

For more information, please visit refund of duties.

Coasting trade licence: Application

Service: The issuing of a letter of determination in relation to a Coasting Trade Licence (CTL) application for temporary admission to the coasting trade of Canada

Standard: To send a letter of determination within two business days of receiving a decision from the Canadian Transportation Agency
Target: The CBSA will aim to meet this standard 95% of the time
Performance: The CBSA sent 39 letters of authorization or denial and met the service standard 100% of the time

For more information, please visit temporary admission to the coasting trade of Canada.

Customs bonded warehouse licence

Service: Processing of a Customs bonded warehouse application

Standard: To process an application within 60 business days of the receipt of a complete application
Target: The CBSA will aim to meet this standard 90% of the time
Performance: The CBSA processed 9 applications and met the service standard 55% of the time

For more information, please visit customs bonded warehouses.

Customs sufferance warehouse licence

Service: Processing of a Customs sufferance warehouse licence application

Standard: The CBSA will process an application within 60 business days of the receipt of a complete application
Target: The CBSA will aim to meet this standard 95% of the time
Performance: The CBSA processed 47 applications and met the service standard 97.87% of the time

For more information please visit customs sufferance warehouses.

Customs brokers

Service: Examination

The CBSA administers Customs brokers professional examinations annually.

Standard: Examination results are mailed to candidates within four weeks of the date of examination
Target: The CBSA will aim to meet this standard 95% of the time
Performance: The CBSA mailed 286 results and met the service standard 100% of the time

Service: Licence

Processing an application for the issuance of a Customs brokers licence.

Standard: To process an application within 90 calendar days of a complete application
Target: The CBSA will aim to meet this standard 95% of the time
Performance: The CBSA processed 24 applications and met the service standard 87.5% of the time

For more information, please visit customs brokers professional examination and licensing of customs brokers.

Duty drawback

Service: To process drawback claims, which is a refund of customs duties on imported goods that have been exported

Standard: To process an application for a drawback claim within 90 calendar days of receipt of a correctly complete and documented application
Target: The CBSA will aim to meet this standard 90% of the time
Performance: The CBSA processed 2,430 drawback claims and met the service standard 90% of the time

For more information please visit duty drawback program.

Duties relief

This program enables qualified companies to import goods without paying duties, as long as they eventually export the goods. Before export, companies can further manufacture or use the goods in a limited manner without having to pay duties.

Service: To process an application for duties relief

Standard: Applications will be processed no later than 90 calendar days from the date of receipt of a correctly completed and supported application
Target: The CBSA will aim to meet this standard 90% of the time
Performance: The CBSA processed 28 applications and met the service standard 68% of the time

For more information please visit duties relief program.

Duty free shop: Licencing

Service: To process an application and issue duty-free shop license to qualified applicants.

Standard: To process an application for a new duty free shop licence within 90 calendar days of receipt of a correctly completed application
Target: The CBSA will aim to meet this standard 95% of the time
Performance: The CBSA received no applications for a Duty free shop licence fiscal year 2022-2023

For more information please visit duty free shop licensing and duty free shop regulations.

Release prior to payment privilege

High-volume regulatory authorization

The release prior to payment privilege entitles importers and licensed customs brokers who have posted financial security and obtained an account security number to obtain release of goods with deferred accounting and payment privileges. This service also includes changes to security where the client already has an account security number.

Service: To acknowledge receipt of the security and the privilege associated with the release of imported shipments prior to the payment of duties and taxes

Standard: An acknowledgement will be sent to the importer within 21 calendar days
Target: The CBSA will aim to meet this standard 95% of the time
Performance: The CBSA sent 2,893 acknowledgements and met the service standard 80.61% of the time

For more information, please visit release prior to payment privilege.

Trade compliance verification

Service: Priorities

To provide a list of verification priority information to the public twice per year on the CBSA web site.

Standard: Distribution of priority information no later than January 7^th and July 7^th of each year
Target: The CBSA will aim to meet this standard 100% of the time
Performance: The CBSA distributed verification priority information 2 times and met the service standard 100% of the time

Service: Notification

Following the sending of a letter notifying the company that a trade compliance verification has been initiated, the CBSA contacts the company to confirm receipt and that the letter was understood.

Standard: Within 10 to 15 business days after the compliance verification initiation letter has been sent, the CBSA will contact the company
Target: The CBSA will aim to meet this standard 90% of the time
Performance: The CBSA communicated with 641 companies and met the service standard 98% of the time

Service: Verification letter

At the conclusion of a trade compliance verification, a final letter is sent with the results of the verification, including any corrective actions to be taken.

Standard: To release the final verification letter no more than 10 business days following the end of the 30-day compliance verification representation period
Target: The CBSA will aim to meet this standard 90% of the time
Performance: The CBSA released 306 final verification letters and met the service standard 84.3% of the time

For more information, please visit trade compliance verifications.

Complaints

Service: Initial contact

Initial contact with the client is made, with the main purpose of resolving the complaint at this stage.

Standard: To contact the client within 14 calendar days after a written complaint is received
Target: The CBSA will aim to meet this standard 85% of the time
Performance: The CBSA contacted 2,578 clients and met the service standard 78% of the time

Service: Final response

To provide a final written response to the complaint.

Standard: To provide a final written response to the client within 40 calendar days after a written complaint is received
Target: The CBSA will aim to meet this standard 90% of the time
Performance: The CBSA responded to 2578 clients and met the service standard 94% of the time

For more information, please visit compliments, comments and complaints.

Enforcement and trusted traveller appeals

Service: Acknowledgment

Initial contact with a person requesting a review of an enforcement action and/or a trusted traveller membership decision.

Standard: To acknowledge receipt within 10 calendar days
Target: The CBSA will aim to meet this standard 85% of the time
Performance: The CBSA acknowledged 3,399 Enforcement and Trusted Traveller appeals and met the service standard 93% of the time

Service: Decision

To issue the ministerial decision with respect to an appeal of an enforcement action and/or a trusted traveller membership decision.

Standard: A decision is issued no later than 180 workable^{Footnote 1} days from the date the request for review is received
Target: The CBSA will aim to meet this standard 70% of the time
Performance: The CBSA reviewed 2,611 Enforcement and Trusted Traveller appeals and met the service standard 84% of the time

For more information, please visit Appeals/Reviews.

Trade appeals

Service: Acknowledgment

Initial contact with a person requesting review of a trade decision.

Standard: To acknowledge receipt of a new request within 10 calendar days
Target: The CBSA will aim to meet this standard 85% of the time
Performance: The CBSA acknowledged 561 Trade Appeals and met the service standard 86% of the time

Service: Tariff classification

Issue the decision of the CBSA President with respect to an appeal of a trade decision concerning the tariff classification of goods.

Standard: A decision will be issued no later than 365 workable^{Footnote 1} days from the date the request for review is received
Target: The CBSA will aim to meet this standard 70% of the time
Performance: The CBSA rendered 161 decisions concerning the Tariff Classification of Goods and met the service standard 65% of the time

Service: Value for duty

Issue the decision of the CBSA President with respect to an appeal of a trade decision concerning the value for duty of goods.

Standard: A decision will be issued no later than 365 workable^{Footnote 1} days from the date the request for review is received
Target: The CBSA will aim to meet this standard 70% of the time
Performance: The CBSA rendered 13 decisions concerning the Value for Duty of Goods and met the service standard 69% of the time

Service: Origin of goods

Issue the decision of the CBSA President with respect to an appeal of a trade decision concerning the origin of goods.

Standard: A decision will be issued no later than 365 workable^{Footnote 1} days from the date of the request
Target: The CBSA will aim to meet this standard 70% of the time
Performance: The CBSA rendered 13 decisions concerning the Origin of Goods and met the service standard 69% of the time

Service: Casual refunds

Issue the decision of the CBSA President with respect to an appeal of a casual refund decision.

Standard: A decision will be issued no later than 180 workable^{Footnote 1} days from the date the request for review is received
Target: The CBSA will aim to meet this standard 70% of the time
Performance: The CBSA rendered 45 decisions concerning Casual Refunds and met the service standard 87% of the time

Service: Prohibited weapons

Issue the decision of the CBSA President with respect to an appeal of a trade decision concerning the tariff classification of a prohibited weapon.

Standard: A decision will be issued no later than 90 workable^{Footnote 1} days from the date the request for review is received
Target: The CBSA will aim to meet this standard 70% of the time
Performance: The CBSA rendered 297 decisions concerning the Tariff Classification of Prohibited Weapons and met the service standard 71% of the time

Service: Extension of time

Issue the decision of the CBSA President with respect to a request for an extension of time to file a trade appeal.

Standard: A decision will be issued no later than 90 workable^{Footnote 1} days from the date the request for review is received
Target: The CBSA will aim to meet this standard 70% of the time
Performance: The CBSA rendered 8 decisions concerning Requests for an Extension of Time to File a Trade Appeal and met the service standard 38% of the time

For more information, please visit Appeals/Reviews.

Access to Information Act or the Privacy Act (ATIP)

Service (response): The CBSA must respond to a request for access to government information (Access to Information Act) and their own personal information (Privacy Act)

Standard: To respond within the legislated timeframe, which is 30 calendar days for both Acts
Target: The CBSA will aim to meet this standard 90% of the time
Performance: The CBSA closed 18,889 requests under the Access to Information Act, and 21,577 under the Privacy Act, and met the service standard of the Agency of providing a response, following receipt of a request, within the legislated timelines prescribed by the laws in 90.06% of the time under the Access to Information Act, and 95.50% of the time under the Privacy Act.

For more information, please visit Access to Information and Privacy.

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Date modified:: 2023-09-29