Contact border information services
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We provide information on CBSA programs, services and initiatives. On this page, find links to our most requested content. If you can’t find what you need, contact us using our online form. If your inquiry is time-sensitive, contact us by phone.
Top inquiries about CBSA programs, services and initiatives
As of : Canada Post mail delays
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Travellers
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Telephone
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We are currently receiving a higher than normal volume of inquiries.
Service hours (live agents): Monday to Friday 8 am to 4 pm local time (Canada and US)
Closed: federal statutory holidays
Telephone menu options
Our automated telephone service provides information on CBSA programs, services and initiatives, in English and French, using recorded scripts. You must choose one of the following 5 options:
Press 1 – Personal travel:
- Crossing the border into Canada
- Travel and identification documents
- Personal exemption limits and paying duty and taxes
- Visitors to Canada
- Travelling with $10,000 or more
- Importing goods for personal use
- Food, plant and animal inspections
- Restricted and prohibited goods
- Importing a vehicle or a boat
- Importing goods by mail or courier
- Access to information and privacy
Press 2 - If you are a business with general commercial questions, including:
- Importing goods into Canada
- Warehousing or storing your shipment (Sufferance warehouses)
- Importing commercial goods by courier
- Register for or change a business number (BN9)
- Rulings for tariff classification, valuation, origin, and marking
- Canada Border Services Agency trade and commerce programs
Press 3 – CARM Client Portal for importers, customs brokers or related businesses:
Sign in: CBSA Assessment and Revenue Management
Onboarding support: Get help with the CARM Client Portal
Overview: CARM: Assess and pay duties and taxes on imported commercial goods
The CARM sub menu offers 3 options:
Press 1 - CARM client service and helpdesk for help with the following:
- Issues with CARM onboarding support, a locked account, or changes to the business account manager role
- Release Prior to Payment enrolment and issues with posting
- Financial security
- Technical issues with the CARM Client Portal
Press 2 - Client accounts – customs brokers only:
Important:
The broker option in the service menu is reserved for customs brokers. At the start of the call, we will verify caller’s identity and authority.
Press 3 - CARM Technical Support Unit:
- Technical issues relating to EDI and API services
- API and EDI enrollment
Press 4 - Moving to Canada:
Press 5 - Exchange rates:
A recorded message will provide the daily rate for the seven most commonly used currencies; US dollar, Euro, British Pound, Japanese Yen, Swiss Franc, Hong Kong dollar, and Mexican peso, Recorded rates are also available for the previous 60 days.
You can use the following commands at any time during the recorded message.
- You may press 0 to speak to an agent.
- Press "star" * to return to the previous menu
- Press "pound" # to repeat the message
Telephone numbers
Within Canada and the United States
Toll-free
1-800-461-9999
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
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: Answer calls within 20 minutes
Target: To meet this service standard 80% of the time
Performance result: For information on all service standards and performance results for previous years, consult CBSA service standards
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