Serving our clients

Committed to service excellence – dedicated to border integrity!

Service excellence is a key priority of the Canada Border Services Agency (CBSA). We are committed to providing the best possible service to all of our clients:

• the trade community;
• Canadian citizens;
• permanent residents; and
• visitors to Canada.

We want to ensure that the service our clients receive is fair, accurate, accessible, efficient and timely.

In striving to ensure that the CBSA continues to deliver service that reflects this kind of professionalism and integrity, the CBSA has developed a Service Strategy. 

This Strategy will strengthen the CBSA's culture of service, simplify and streamline how the CBSA and clients interact, and increase the CBSA's accountability through the development of Service Standards.

Service Commitment

The CBSA Service Commitment is a publication that serves as a pledge of service to you, our clients, as well as a summary of our expectations of you in return.

Service Standards

Service standards are a concrete and verifiable way that the CBSA can demonstrate it is meeting the expectations of our clients. The CBSA Service Standards vary depending on the type of service being provided, and are an essential part of the CBSA’s commitment to service excellence.