Compliments, Comments and Complaints
The current estimated processing time of a complaint in calendar days.
Last updated: 2017-11-30
The Canada Border Services Agency 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 compliments, comments or complaints through the feedback form below.
Note: If you have a general question for the CBSA, and not a compliment, comment or complaint, please refer to our Contact Us page.
How to submit your feedback
To receive the most efficient service, we encourage you to submit your compliment, comment or complaint by completing our electronic feedback form.
You can write to us at:
Canada Border Services Agency
Ottawa, ON K1A 0L8
To fully address your feedback, we require:
- your name, address, telephone number;
- a description of what happened including the date, time and port of entry; and
- where possible, the name and/or badge number of the CBSA officer involved.
What to expect
Compliments about your experiences with the CBSA will be passed on to the responsible manager and/or employee for recognition.
Comments and suggestions for improvements will be forwarded to the appropriate office or program area for consideration.
Complaints will be handled in an efficient, professional and impartial manner. Tell us when you think we could have done better. The CBSA takes all complaints very seriously and will respond directly to your concerns. For more information on the CBSA complaints process, please visit our Frequently Asked Questions and Service Standards.
If you wish to file a complaint with respect to the Canadian Victims Bill of Rights (CVBR), please fill out our electronic CVBR form.
1. Feedback Mechanism - Initial Contact
Service Description: Clients are able to submit complaints, comments or compliments. 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: For fiscal year 2016-17, the CBSA contacted 2,055 clients and met the service standard 87% of the time. For fiscal year 2017-18, the CBSA will report on performance results in May 2018.
2. Feedback Mechanism - Final Response
Service Description: Clients are able to submit complaints, comments or compliments. In the case of a complaint, the CBSA provides a final written response.
Service Standard: The CBSA will aim to respond to the client within 40 calendar days after a written complaint is received.
Performance Target: 85%
Performance Result: For fiscal year 2016-17, the CBSA responded to 2,301 clients and met the service standard 97% of the time. For fiscal year 2017-18, a new target will be implemented in April 2018. The CBSA will report on performance results for this new target in May 2018.
For more information on all service standards and performance results for previous years, consult the CBSA Service Standards.
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