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Border Information Service

The Border Information Service (BIS) is an automated telephone service that answers incoming calls and provides general information on CBSA programs, services and initiatives through recorded scripts.

Service in English or French

Calls within Canada

Toll-free
1-800-461-9999

Calls outside Canada

Long distance charges apply
1-204-983-3500
1-506-636-5064

TTY within Canada

For those with hearing or speech impairments
1-866-335-3237

You must choose one of the following four options before pressing “0” to speak to an officer.

  1. Personal or traveller
  2. Business importation/exportation
  3. Currency exchange rates
  4. Coming to Canada

Officers are available Monday to Friday (08:00 - 16:00 local time / except holidays) should callers require additional information.

During high volume call periods, callers will be placed into a queue until an officer is available.

Helpful Hints:

Touch-tone phone users may use shortcuts at any time during the recorded message:

  • Press "*" to return to the previous menu;
  • Press "#" to repeat the message.

Rotary-dial phone users cannot make selections from the recorded menus; however when calling during business hours, they will be transferred to an officer.

1. Interactive Voice Responses

Service Description: An automated, bilingual, 24-hour, 1-800 telephone service, both for the travellers and commercial streams, by providing information on current programs and services offered by the CBSA.

Service Standard: Interactive voice responses are available 24 hours a day, 7 days a week.

Performance Target: 95%

Performance Result for fiscal year 2016-17: The CBSA interactive voice responded 643,925 times and was available 100% of the time.

2. Speak with a BIS officer

Service Description: The option to speak with a BIS officer by pressing "0" during regular business hours – 8:00 a.m. to 4:00 p.m. EST, Monday to Friday local time (excluding holidays).

Service Standard: BIS will aim to answer calls within 60 seconds from the moment the client presses "0" to speak to an officer.

Performance Target: 80%

Performance Result for fiscal year 2016-17: The CBSA officers answered 277,269 calls and met the service standard 85% of the time.

For more information on all service standards and performance results for previous years, consult the CBSA Service Standards.

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