Letter to the Editor

Statement from the CBSA Regional Director General, Northern Ontario Region

To the Editor of the Ottawa Citizen:

CBSA officers are expected to conduct themselves professionally and deliver high-quality service to the travelling public. On Monday, July 8th, border services officers at the MacDonald-Cartier International Airport (MCIA) demonstrated this as they worked through the night to process hundreds of unexpected passengers diverted to Ottawa due the severe flooding impacting Toronto. On the same day, the Ottawa Citizen published an article related to complaints regarding the treatment by CBSA officers of the travelling public at MCIA. 

First and foremost, allegations of improper behaviour by our staff are taken very seriously by the CBSA and are thoroughly investigated. Any behaviour that falls short of the Agency's code of conduct is addressed immediately. Officer training, public awareness and feedback mechanisms are in place to help us continuously improve.

The CBSA's strength is founded on the dedication of its 15,000 employees. Regrettably, no organization is immune to acts of misconduct or unprofessional behaviour by a few employees. This is not a reflection on the professionalism, dedication and integrity of the balance of the workforce. 

The CBSA recognizes that travellers expect fast, professional and courteous service, and we regret any instance where we have not lived up to these expectations.

While I consider every complaint important, it is equally important to note that during the 2010 to 2013 period that was referred to in the article, CBSA officers at the MCIA processed close to 2.3 million travellers.

The officer conduct complaints at MCIA numbered approximately one complaint per every 64,000 travellers. For the overwhelming majority of travellers processed by the CBSA operations at MCIA, their experience is in line with the Agency's commitment to service excellence.

The CBSA values feedback from those we serve. It has a direct influence on the development and review of our policies and programs. Any traveller who wishes to question the service provided or decision rendered by the CBSA can ask to speak to the Superintendent on duty at the time or make a formal complaint to the Chief of Operations.

Travellers can also submit a comment, complaint or compliment in writing by completing our electronic feedback form or by writing to us at Canada Border Services Agency – Recourse Directorate, Ottawa, Ontario, K1A 0L8.

Arianne Reza
Regional Director General
Canada Border Services Agency
Northern Ontario Region