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ARCHIVED - Letters to the Editor
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2010
Letter to the Editor: Toronto Star and Hamilton Spectator
To the Editor:
As the Vice-President of Operations with the Canada Border Services Agency (CBSA), I would like to provide context to your articles "Border officials make a bad first impression", April 23, 2010, and "Canada Border Guards' rudeness touches a nerve" Travellers tell tales of hostility as Agency defends 'professionalism'," April 27, 2010. To put it in perspective, the CBSA facilitates, on average, 100 million travellers annually. In 2008–2009, we received 1,421 formal complaints (0.001% of all travellers) from travellers who have deemed their experience with the CBSA as non-satisfactory.
I want to reassure Canadians that the CBSA takes very seriously the complaints and concerns raised by the public. Each allegation of improper behaviour by CBSA employees is thoroughly investigated, and is acted upon accordingly and promptly.
Our officers are trained professionals who are expected to carry out their duties with respect, integrity, honesty and accountability, while doing their utmost to protect our border. CBSA officers undergo cultural awareness and sensitivity training in order to meet the diverse needs of our citizens. The CBSA is continuously looking at ways to improve our services. In fact, over the past year, we have been developing a new Service Charter with a focus on service standards, while at the same time improving mechanisms to receive and handle complaints from the public.
We will continue to take appropriate measures to ensure that our integrated border service remains fair, honest and professional, and I have full confidence in the dedication and commitment of our border services officers.
Pierre Sabourin
Vice-President Operations, CBSA
