Accessibility feedback process at the Canada Border Services Agency
Your feedback will help Canada Border Services Agency (CBSA) identify and break down accessibility barriers. Provide feedback on CBSA’s Accessibility Plan, your experience of our accessibility, or any other matter related to accessibility. Find out how we’ll use your feedback.
How to provide feedback
- Accessibility feedback form
- Telephone: 1-800-461-9999
- TTY: 1-866-335-3237
- Email: CBSA.Barrier_Free-Sans_Barriere.ASFC@cbsa-asfc.gc.ca
- Social media: send us a private message with your feedback and/or request an alternative format of this report, our feedback process or the Accessibility Plan.
- Mail: Director, Workforce Equity and Inclusions Programs
Accessibility Office
Human Resources Branch
Canada Border Services Agency
191 Laurier Ave W
Ottawa, ON K1A 0L8
Submit anonymous feedback
If you want to provide anonymous feedback:
- do not state your name or provide any other identifying information (for example, your email address or phone number)
- do not include your return address on the envelope if you send feedback by mail
If you want a response
If you’ve asked for a response, we will respond in the same way that you communicated with us.
Finding answers to more complex issues might take time. If that’s the case for your feedback, we’ll still follow up to let you know what we’re doing.
Online form or email feedback
We will respond by email within 28 business days.
Phone feedback
We will respond by phone within 28 business days.
Mail-in feedback
We will respond by mail within 28 business days plus mailing time.
What we do with your feedback
We analyze feedback for trends and patterns. We don’t identify individuals in our reports.
The only time your feedback will be connected to you is when you request a personal response from our Accessibility Office.
We publish annual progress reports in the years between accessibility plans. In these progress reports, we report on the feedback we receive and how we are taking it into consideration.
Request for alternate formats
You can request an alternate version of our feedback process, accessibility plans or progress reports by email at CBSA.Barrier_Free-Sans_Barriere.ASFC@cbsa-asfc.gc.ca.
Formats available:
- large print (larger and clearer font)
- braille (a system of raised dots that people who are blind or who have low vision can read with their fingers)
- audio (a recording of someone reading the text out loud)
- electronic formats that are compatible with adaptive technology
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