Border Information Service
Frequently requested - Travellers
Frequently requested - Commercial
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
Calls outside Canada
Long distance charges apply
TTY within Canada
For those with hearing or speech impairments
You must choose one of the following four options before pressing “0” to speak to an officer.
- Personal or traveller
- Business importation/exportation
- Currency exchange rates
- 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.
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 629,564 times and was available 100% of the time.
2. Speak with a BIS agent
Service Description: The option to speak with a BIS agent 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 agents will aim to answer calls within 60 seconds from the moment the client presses "0" to speak with an agent.
Performance Target: 80%
Performance Result for fiscal year 2016-17: The BIS agents answered 277,982 calls and met the service standard 84.9 % 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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