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Service standards: Fiscal year 2024 to 2025

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:

Performance results for fiscal year , to , will be reported on .

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

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. 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 service standard 75% of the time
  • Performance: To be reported on , for fiscal year to

For more information, please visit border information services.

Air Carrier Support Centre

The Air Carrier Support Centre (ACSC) provides bilingual, 24/7/365 support to all participating Interactive Advanced Passenger Information (IAPI) air carriers from international embarkation point across the world, to comply with their transporters obligations linked to pre-departure immigration documentation as well as the interpretation of the IAPI board/no-board messaging.

Service: Speak with an ACSC officer

  • Service standard: Answer calls within 1 minute (60 seconds)
  • Target: To meet this service standard 80% of the time
  • Performance: To be reported on , for fiscal year to

For more information, please visit Advance Passenger Information / Passenger Name Record Data.

Traveller services standards

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 service standard 90% of the time
  • Performance: To be reported on for fiscal year to

For more information, please visit the Open Government.

Vancouver International Airport (2023)
Click to enlarge

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 service standard 95% of the time
  • Performance: To be reported on , for fiscal year to

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

  • 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 service standard 95% of the time
  • Performance: To be reported on , for fiscal year to

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 service standard 95% of the time
  • Performance: To be reported on , for fiscal year to

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 service standard 95% of the time
  • Performance: To be reported on , for fiscal year to

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 service standard 95% of the time
  • Performance: To be reported on , for fiscal year to

For more information, please visit Free and Secure Trade.

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 service standard 95% of the time
  • Performance: To be reported on , for fiscal year to

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

  • Service standard: To process casual refund requests within 30 business days of receipt of all required documentation
  • Target: The CBSA aims to meet this service standard 90% of the time
  • Performance: To be reported on , for fiscal year to

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 service standard 90% of the time
  • Performance: To be reported on , for fiscal year to

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 service standard 85% of the time
  • Performance: To be reported on , for fiscal year to

For more information, please visit carrier codes.

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 service standard 95% of the time
  • Performance: To be reported on , for fiscal year to

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 service standard 75% of the time
  • Performance: To be reported on , for fiscal year to

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 service standard 100% of the time
  • Performance: To be reported on , for fiscal year to

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 service standard 100% of the time
  • Performance: To be reported on , for fiscal year to

For more information please visit special services.

Partners in Protection Membership Application Processing

Service: Processing of a Partners in Protection (PIP) membership application

  • Service standard: To provide a decision within twelve (12) months of receiving a complete Partners in Protection (PIP) application
  • Target: The CBSA will aim to meet this service standard 70% of the time
  • Performance: To be reported on , for fiscal year to

For more information, please visit Partners in Protection.

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 email from the client

  • Service standard: To acknowledge receipt of the application within two business days
  • Target: The CBSA will aim to meet this service standard 95% of the time
  • Performance: To be reported on , for fiscal year to

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 service standard 95% of the time
  • Performance: To be reported on , for fiscal year to

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 service standard 90% of the time
  • Performance: To be reported on , for fiscal year to

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 service standard 90% of the time
  • Performance: To be reported on , for fiscal year to

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

  • Service standard: To respond within two business days
  • Target: The CBSA will aim to meet this service standard 95% of the time
  • Performance: To be reported on , for fiscal year to

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 service standard 95% of the time
  • Performance: To be reported on , for fiscal year to

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 service standard 95% of the time
  • Performance: To be reported on , for fiscal year to

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 service standard 90% of the time
  • Performance: To be reported on , for fiscal year to

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 service standard 90% of the time
  • Performance: To be reported on , for fiscal year to

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 service standard 90% of the time
  • Performance: To be reported on , for fiscal year to

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 service standard 95% of the time
  • Performance: To be reported on , for fiscal year to

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 service standard 90% of the time
  • Performance: To be reported on , for fiscal year to

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 service standard 95% of the time
  • Performance: To be reported on , for fiscal year to

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 service standard 95% of the time
  • Performance: To be reported on , for fiscal year to

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 service standard 95% of the time
  • Performance: To be reported on , for fiscal year to

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 complete and documented application
  • Target: The CBSA will aim to meet this service standard 90% of the time
  • Performance: To be reported on , for fiscal year to

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 service standard 90% of the time
  • Performance: To be reported on , for fiscal year to

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 service standard 95% of the time
  • Performance: To be reported on , for fiscal year to

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 service standard 95% of the time
  • Performance: To be reported on , for fiscal year to

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 and of each year
  • Target: The CBSA will aim to meet this service standard 100% of the time
  • Performance: To be reported on , for fiscal year to

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 service standard 90% of the time
  • Performance: To be reported on , for fiscal year to

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 service standard 90% of the time
  • Performance: To be reported on , for fiscal year to

For more information, please visit trade compliance verifications.

Public Complaints

Service: Initial contact

Initial contact with the client is made in response to a complaint, 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 service standard 85% of the time
  • Performance: To be reported on , for fiscal year to

Service: Final response

The CBSA provides 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 service standard 90% of the time
  • Performance: To be reported on , for fiscal year to

For more information, please visit Contact us.

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 workableFootnote 1 days
  • Target: The CBSA will aim to meet this service standard 85% of the time
  • Performance: To be reported on , for fiscal year to

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 workableFootnote 1 days from the date the request for review is received
  • Target: The CBSA will aim to meet this service standard 70% of the time
  • Performance: To be reported on , for fiscal year to

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 or commercial decision

  • Service standard: To acknowledge receipt of a new request within 10 workableFootnote 1 days
  • Target: The CBSA will aim to meet this service standard 85% of the time
  • Performance: To be reported on , for fiscal year to

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 workableFootnote 1 days from the date the request for review is received
  • Target: The CBSA will aim to meet this service standard 70% of the time
  • Performance: To be reported on , for fiscal year to

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 workableFootnote 1 days from the date the request for review is received
  • Target: The CBSA will aim to meet this service standard 70% of the time
  • Performance: To be reported on , for fiscal year to

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 workableFootnote 1 days from the date of the request
  • Target: The CBSA will aim to meet this service standard 70% of the time
  • Performance: To be reported on , for fiscal year to

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 workableFootnote 1 days from the date the request for review is received
  • Target: The CBSA will aim to meet this service standard 70% of the time
  • Performance: To be reported on , for fiscal year to

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 workableFootnote 1 days from the date the request for review is received
  • Target: The CBSA will aim to meet this service standard 70% of the time
  • Performance: To be reported on , for fiscal year to

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 workableFootnote 1 days from the date the request for review is received
  • Target: The CBSA will aim to meet this service standard 70% of the time
  • Performance: To be reported on , for fiscal year to

Service: Trade and Commercial Enforcement Actions

Issue the decision of the CBSA President with respect to a review of a commercial or trade enforcement action

  • Service standard: A decision will be issued no later than 180 workableFootnote 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: To be reported on , for fiscal year to

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, subject to an extension of time
  • Target: The CBSA will aim to meet this service standard 80% of the time
  • Performance: To be reported on , for fiscal year to

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

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