Share your feedback with the Canada Border Services Agency
The Canada Border Services Agency (CBSA) would like to hear about your experience with us. Your feedback helps us to understand our clients and improve the delivery of our programs and services. Please send us your feedback, in the official language (English or French) of your choice, through the feedback form below.
Have a question or request for information for the CBSA? Visit Border information services.
How to submit your feedback
To receive the most efficient service, we encourage you to submit your feedback by completing our electronic feedback form. Select one of the feedback types identified below.
Submit a compliment online
Praise in relation to any aspect of the agency's delivery of services, performance, or processes. Your experiences with the CBSA will be passed on to the responsible manager and/or employee for recognition.
Note: The CBSA will not contact you for further information.
Submit a complimentSubmit a complaint online
Prior to submitting a complaint
Visit our frequently asked questions to confirm that your request is within our scope in order to avoid delays in response. Examples of complaints that are most often erroneously associated to the CBSA are postal shipment inquiries, marine container status updates or complaints on other government department policies (for example, Public Health Agency Canada). These will not be processed, nor redirected to the appropriate area.
All complaints will be handled in an efficient, professional and impartial manner. You will be requested to provide some information about your complaint, including but not limited to your name and contact information. This information will be used to initiate contact with you to resolve the identified issue. The CBSA takes all complaints very seriously and will be advising you of the outcome of your complaint once completed.
Submit a complaintSubmit your feedback by mail
Should submitting online not be possible, you can write to us. Be advised that mail submissions may take longer to process and impact the service standards outlined below. Please print and complete the Feedback form and mail the completed form to:
Feedback
Recourse Directorate
Canada Border Services Agency
Ottawa, ON K1A 0L8
Communicating with our staff
The CBSA is committed to communicating with you in a respectful, professional and civil manner. Similarly, we ask clients to extend the same courtesy to our staff. We understand that the complaint process and the circumstances that give rise to complaints can be stressful. However, we will not accept threatening, discriminatory or harassing behaviour or profane communications. Please note that repeated behaviour of this kind may result in the CBSA restricting communications or no longer communicating with you beyond advising you of the outcome of your complaint.
Processing times and service standards
Processing times and service standards help you estimate how long it may take the CBSA to respond to your request. The length of time depends on a number of factors, including the number of complaints submitted and the complexity level required to provide a comprehensive response.
Processing times
35 working days
The current estimated processing time of a complaint in calendar days.
Last updated:
Service standards: Complaints
Fiscal year: , to
1. Initial contact
- Service description
- Initial contact with the client is made in response to a complaint. The main purpose is to resolve the complaint at this stage.
- Service standard
- The CBSA will aim to contact the client within 14 calendar days after a written complaint is received.
- Performance target
- 85%
- Performance result
- Results will be reported on , for fiscal year 2025 to 2026.
2. Final response
- Service description
- The CBSA provides a final written response to the complaint.
- Service standard
- The CBSA will aim to provide a final written response to the client within 40 calendar days after a written complaint is received.
- Performance target
- 90%
- Performance result
- Results will be reported on , for fiscal year 2025 to 2026.
For more information on all service standards and performance results for previous years, consult the CBSA service standards.
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