Contact us

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.

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 will not open or respond to any emails that contain attachments or links due to security measures. Emails that contain profanity will also not be addressed.


Our automated telephony 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.

Within Canada and the United States


TTY (for those with hearing or speech impairments)

Outside Canada and the United States

Long distance charges apply

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 four options before pressing 0 to speak to an agent.

  1. Personal travel
  2. Business importation/exportation
  3. Exchange rates
  4. 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

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.

Mailing address

Canada Border Services Agency
Ottawa, ON
K1A 0L8

Helpful resources

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