Compliments, Comments and Complaints

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:

Recourse Directorate
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.