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Letter to the Editor: Halifax Chronicle-Herald
October 20, 2010
To the Editor:
As the Vice-President of Operations with the Canada Border Services Agency (CBSA), I would like to respond to your article of October 11 ("Customs horrors recounted"). I want to reassure Canadians that service really is central at the Canada Border Services Agency. We take very seriously any complaint or concern raised by the public regarding the conduct of its employees. To any reader who has received unsatisfactory service from the CBSA — I apologize.
Our border services 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. We strive to provide the best service possible to visitors and to those returning home. And, for the vast majority of the 400,000 or more travellers who pass through the Halifax Stanfield International Airport each year, I believe we provide very good service.
Let me share with you some of what our border services officers are doing on behalf of Canadians to protect our border and keep us safe. For example, in June of this year, the CBSA seized over 300 kilograms of cocaine at the Port of Halifax — that’s $42 million worth of drugs kept off Halifax streets. The CBSA also saw successful prosecutions of two individuals possessing child pornography — they will serve jail time and be removed from Canada immediately afterwards. In addition, I believe it’s important to note that in the Airports Council International’s customer satisfaction survey, CBSA activities at Halifax Stanfield International Airport most recently ranked in the top ten worldwide, first in the North American segment.
The CBSA has a complex mandate to deliver and we constantly strive to balance service delivery with border security. And for the most part we do. However, I know that there are times when that service doesn’t meet the standards we’ve set or the expectations of travellers who arrive at the border.
Should that happen, I encourage your readers to speak to a superintendent immediately if they have concerns or questions about their experience when clearing the border. Alternatively, they can e-mail the Regional Director General for our Atlantic Region directly via RDGO-BDGR-ATL@CBSA-ASFC.GC.CA. Every single allegation is reviewed thoroughly and is acted upon appropriately and promptly and includes contacting people directly to be able to fully understand the situation.
I would also like to take this opportunity to encourage travellers to consult the “Travel Tips” section on the CBSA Web site so that they can better understand what to expect before arriving at the border.
I assure your readers, and all Canadians, that the CBSA 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 Branch
Canada Border Services Agency
