Comments, Complaints, and Compliments

We have improved the way our clients can provide us feedback on our programs and services.

Note: If you are not submitting a comment, complaint or compliment to the CBSA, but have a question, please refer to our General Enquiries or Frequently Asked Questions pages.

Comments

We want to hear your suggestions and ideas about our services. Your feedback helps us to review and improve our services.

Complaints

The CBSA takes complaints very seriously and ensures complaints are handled in an efficient and professional manner.

So that we can address your complaint, we will require:

• your name, address, telephone number;
• a description of what happened including the date, time, port of entry; and
• where possible, the name and/or badge number of the CBSA officer involved.

Without this information, we may be unable to fully address your complaint.

Compliments

Tell us when you think a CBSA employee has done well or if you have received good service.

How to submit your comments, complaints and compliments to the CBSA

If you want to provide a comment, complaint or compliment on one of our programs or the service you received, we encourage you to first speak with a manager or superintendent where the service was provided.

You can also submit your comment, complaint or compliment in writing by:

• Completing our electronic feedback form; or
• Writing to us at
  Canada Border Services Agency – Recourse Directorate
  Ottawa, ON K1A 0L8.

Thank you for helping us to serve you better.