Service standards: Fiscal year 2023 to 2024

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, 2023, to March 31 2024, reported on November 1, 2024.

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
Commercial facilitation services
Trade facilitation services
Complaints
Enforcement and trusted traveller appeals
Trade and Commercial appeals and reviews
Access to Information Act or the Privacy Act (ATIP)

Border information services

The BIS is a single window contact centre that offers automated, bilingual, 24-hour, telephone service (1-800 for Canada and the US). BIS provides information on current programs and services provided by the CBSA in both the traveller and commercial streams. It also offers the option to speak with a BIS agent by pressing "0" during regular business hours: 7 am to 7 pm ET, Monday to Friday. Agents are not available on weekends and federal statutory holidays.

Service: Speak with a BIS agent during regular business hours

Service Standard: Answer calls within 5 minutes (300 seconds)
Target: To meet this standard 75% of the time
Performance: BIS agents answered 390,799 calls and met the service standard 24% of the time

For more information, please visit border information services.

Note: Call volumes have remained higher than pre-pandemic volumes. The CBSA is assigning additional resources to this service.

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

Service 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 processed 33,359,311 travellers and met the service standard 96% of the time

For more information, please visit border wait times.

Border wait times: Air traveller primary processing

This service standard does not include delays outside the purview of the CBSA such as aircrafts that are held after arrival, baggage delays or weather impacts. These types of delays are monitored, measured and managed by the airport authority. The primary inspection hall (see image below) refers to the CBSA area where travellers use a primary inspection kiosk or speak to a border services officer at the inspection booth.

Service: The CBSA processes the entry of air travellers into Canada via the primary inspection line.

Service Standard: The CBSA aims to start the primary processing of a traveller within 20 minutes of a traveller's arrival in the primary inspection hall of Canada's 11 major airports.
Target: The CBSA will aim to meet this standard 90% of the time
Performance: The CBSA processed 34,602,009 air travellers and met the service standard 99% of the time

For more information, please visit the Open Government [discussions underway.].

Click to enlarge

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

Service 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 processed 3,039,898 NEXUS travellers and met the service standard 99% of the time

For more information, please visit NEXUS land.

CANPASS programs: Application

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

Service 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 3,595 applicants and met the service standard 88% of the time

For more information, please visit CANPASS.

Commercial Driver Registration Program (CDRP): Application

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

Service 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 233 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

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

Service 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 12,127 applicants and met the service standard 100% of the time

For more information, please visit Free and Secure Trade.

Note: Service standard performance was adversely effected by increased application volumes and enrolment centre closures during the pandemic.

NEXUS: Program application

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

Service 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 527,179 applicants and met the service standard 7% of the time

For more information, please visit NEXUS.

Note: Service standard performance was adversely effected by increased application volumes and enrolment centre closures during the pandemic.

Casual (non-commercial) refund

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

Service 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 133,188 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

Service 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 90% of the time
Performance: The CBSA processed 5,294,336 commercial conveyances and met the service standard 98.73% of the time

For more information, please visit border wait times.

Carrier code: Application process

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

Service 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 2,293 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)

Service 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 60,148 release decisions and met the service standard 53.64% of the time

For more information, please visit release of your shipment.

This service standard has been discontinued as of April 2024.

Cultural property export permits

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

Service 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 119 simplified permits and met the service standard 100% of the time

Service: Expert review

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

Service 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 316 expert reviewed permits and met the service standard 95% of the time

For more information, please visit:

Customs special services

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

Service 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 801 requests for special services and met the service standard 100% 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

Service 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 801 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

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

Service 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 5,812 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

Service 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 5,172 reviews and met the service standard 99% 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

Service 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 17 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

Service 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 14 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's International Events and Convention Services Program (IECSP) 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

Service 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 1,074 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

Service 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 754 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

Service 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 96.55% of the time

Service: Fumigants

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

Service 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 96.05% 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 and Tariff Classification 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 Canada-United States-Mexico Agreement (CUSMA) and non-CUSMA countries.

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

Service 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 810 Advance Rulings and National Customs Rulings and met the service standard 85% 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

Service 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 174,872 B2 commercial adjustment requests and met the service standard 59% 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

Service 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 42 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

Service 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 18 applications and met the service standard 83% of the time

For more information, please visit customs bonded warehouses.

Customs sufferance warehouse licence

Service: Processing of a Customs sufferance warehouse licence application

Service 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 40 applications and met the service standard 100% of the time

For more information please visit customs sufferance warehouses.

Customs brokers

Service: Examination

The CBSA administers Customs brokers professional examinations annually

Service 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 processed 110 applications and met the service standard 100% of the time

Service: Licence

Processing an application for the issuance of a Customs brokers licence

Service 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 45 applications and met the service standard 27% 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

Service Standard: To process an application for a drawback claim within 90 calendar days of receipt of a correctly completed and documented application
Target: The CBSA will aim to meet this standard 90% of the time
Performance: The CBSA processed 2,494 drawback claims and met the service standard 91% 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

Service 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 31 applications and met the service standard 84% 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

Service 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 2 applications for a Duty free shop licence and met the service standard 100% of the time

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

Release prior to payment privilege

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

Service 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 3,085 acknowledgements and met the service standard 42% 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.

Service 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

Service 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 652 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

Service 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 339 final verification letters and met the service standard 86% 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

Service 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 2,809 clients and met the service standard 54% of the time

Service: Final response

To provide a final written response to the complaint

Service 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 2,809 clients and met the service standard 88% 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

Service Standard: To acknowledge receipt within 10 workable^{Footnote 1} days
Target: The CBSA will aim to meet this standard 85% of the time
Performance: The CBSA acknowledged 3,120 Enforcement and Trusted Traveller appeals and met the service standard 97% 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

Service 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 2,741 Enforcement and Trusted Traveller appeals and met the service standard 88% of the time

For more information, please visit Appeals/Reviews.

Trade and Commercial appeals and reviews

Service: Acknowledgment

Initial contact with a person requesting review of a trade decision

Service Standard: To acknowledge receipt of a new request within 10 workable^{Footnote 1} days
Target: The CBSA will aim to meet this standard 85% of the time
Performance: The CBSA acknowledged 1,360 Trade and Commercial Appeals and met the service standard 85% 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

Service 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 47% 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

Service 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 11 decisions concerning the Value for Duty of Goods and met the service standard 36% 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

Service 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 9 decisions concerning the Origin of Goods and met the service standard 67% of the time

Service: Casual refunds

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

Service 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 38 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

Service 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 212 decisions concerning the Tariff Classification of Prohibited Weapons and met the service standard 73% 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

Service 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 7 decisions concerning Requests for an Extension of Time to File a Trade Appeal and met the service standard 71% 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)

Service Standard: To respond within the legislated timeframe, which is 30 calendar days for both Acts
Target: The CBSA will aim to meet this standard 85% of the time
Performance: The CBSA met the service standard 92.82% of the time

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

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Date modified:: 2024-11-29