Language selection

Search

Contact border information services

COVID-19: Latest update

Visit Current border measures and requirements for information about how COVID-19 is affecting travellers, border services, programs and business.

We are happy to provide information on CBSA programs, services and initiatives. In return, we ask that all interactions with our agents be conducted in a respectful and appropriate manner. Questions related to specific individuals and or businesses, including third party requests cannot and will not be answered.

Top inquiries about COVID-19

Top inquiries about CBSA programs, services and initiatives

Contact us online

We will not respond to any submissions that contain attachments or links due to security measures. Submissions that contain profanity will also not be addressed.

Client support contact form

We are currently receiving higher than normal volumes of enquiries online. If your enquiry is time-sensitive, please contact us by phone at 1-800-461-9999 (toll-free in Canada and the USA).

Telephone

Warning: Scams and fraud

Protect yourself against fraud

Our automated telephone service provides information in English and French on CBSA programs, services and initiatives through recorded scripts.

Live agents are available:

Note: Commercial enquires will only be addressed Monday through Friday (excluding Federal statutory holidays).

Within Canada and the United States

Toll-free
1-800-461-9999

Warning: Scammers may call you from what appears to be this number (Caller ID spoofing) and identify themselves as CBSA officers. Learn more: Protect yourself against fraud.

TTY (for those with hearing or speech impairments)
1-866-335-3237

Outside Canada and the United States

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

Recorded menu options

From a rotary-dial phone, you will be automatically transferred to an agent at the end of the recorded menu if you call during business hours.

When using a touch-tone phone, you must choose one of the following five options before pressing 0 to speak to an agent.

  1. Personal travel
  2. CBSA Assessment and Revenue Management project (CARM)
  3. Business importation/exportation
  4. Exchange rates
  5. Coming or returning to Canada

You can use the following commands at any time during the recorded message.

  • Press "star" * to return to the previous menu
  • Press "pound" # to repeat the message

Mailing address

Canada Border Services Agency
Ottawa, ON
Canada
K1A 0L8

Service standard

Border Information Services (BIS)

Service description: Provide the option to speak with a BIS agent by pressing 0 during regular business hours.

Service standard: BIS agents will aim to answer calls within 5 minutes (300 seconds) from the moment the client presses 0 to speak with an agent.

Performance target: 75%

Performance result for fiscal year 2019 to 2020 (for service standard of 60 seconds): The BIS agents answered 370,824 calls and met the service standard 75.7% of the time.

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

Date modified: