CBSA Compliments, Comments, and Complaints

Accepts compliments, comments, and complaints for the Canada Border Services Agency. To fully address complaints, the agency requires the complainant's name, address, and 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. Complaints can be submitted online by completing the electronic feedback form at https://www.cbsa-asfc.gc.ca/contact/feedback-retroaction-eng.html; complaints can also be sent by mail. The CBSA will try to contact complainants within 14 calendar days after a written complaint is received, but current accurate wait times are updated on the website. A CBSA manager or supervisor will contact the client by phone to acknowledge and discuss the complaint. This provides an opportunity for open discussion about the complaint and to obtain additional information to assist in the review. Often, complaints can be resolved in this initial contact with the client. If the complaint was not successfully resolved in the initial contact, the CBSA will continue its review of the complaint. The CBSA will try to provide a written response to the client within 40 calendar days after a written complaint is received, following the conclusion of the review.