CARM client service and helpdesk
How to get client support and when CARM users can reasonably expect a response of certain services under normal day-to-day operational conditions or circumstances.
Helpdesk
Contact the CARM Client Support Helpdesk if you are a trade chain partner and need support with:
- accessing the CARM Client Portal
- issues related to business number registration, program enrolment
- issues with the new Commercial Accounting Declaration
- issues related to your import-export program (RM) account: payment processing, payment allocation, clearing, offsetting and reconciling
- disbursement and collection activities
- other CARM-related functionality issues
Resources
- Get help with the CARM Client Portal: An interactive tool to help you register your business
- Download our: User guides.
Tip: Consult the Catalogue of External User Guides for summaries of the information available in each user guide.
Contact form
Online: Client support contact form
We will review your request and respond as soon as possible. Keep your reference number for future inquiries.
Telephone (for urgent requests)
Note: We are currently experiencing high call volumes. Before calling the helpdesk, consult our Resources. For non-urgent requests, please use our client support contact form.
1-800-461-9999 (toll-free from Canada or the US)
1-204-983-3500 or 1-506-636-5064 (Overseas call)
The automated phone service menu offers several options. To get the support you need, choose:
Commercial importing for general inquiries related to:
- importing or export program requirements
- program enrolment
- trade incentive programs
- temporary importations
- how to find your status of reassessments, appeals and rulings
- duties and taxes, including surtax questions
CARM for inquiries related to:
- 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
CARM Technical Support Unit for:
- technical issues relating to EDI and API services
- API and EDI enrollment
Important: The broker option in the service menu is reserved for customs brokers. At the start of the call, we will verify caller identity.
Hours of operation
Monday to Friday, 7 am to 7 pm ET
Closed on statutory holidays and weekends.
Client service and system availability
Our aim is to provide knowledgeable, accessible and fair service that is timely, professional and courteous. We aim to continuously enhance our commitment to clients by developing, monitoring, reporting and improving on these service standards.
The CBSA also offers information on processing times to help you estimate how long it will take the agency to respond to your request.
Service standards
Trade-related service standards can be found under the following categories:
- Trade facilitation services:
- Advance rulings and national customs rulings
- B2 (Commercial Accounting Declaration) commercial adjustments
- Duty Drawback Program
- Duties Relief Program
- Trade compliance verification
- Trade appeals:
- Acknowledgment of receipt of a new request
Visit the Service standards: Fiscal year 2024 to 2025 for the complete list.
System availability standards
Service description: Users ability to access the CARM client portal (CCP) and it's features.
System availability target: 99.9%
Performance availability result: Between , and , the CCP has been available 99.5% of the time.
Stay connected
Join our CARM distribution list by emailing: cbsa.carm_engagement-engagement_de_la_gcra.asfc@cbsa-asfc.gc.ca
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