Service Standards for High-Volume Regulatory Authorizations
Customs Special Services Fees

Service standard:

If there is a need for clearance of commercial goods, and the service being provided is after hours or at a non-designated site, special services charges may apply. Section 167 of the Customs Act, primarily pertains to Special Services (i.e. goods). This section states:

(1) The Governor in Council may make regulations prescribing:

(2) Anything that is required under this Act or the regulations to be done at a customs office, sufferance warehouse, bonded warehouse or duty free shop that is done at another place as a result of a special service shall be deemed, for the purposes of this Act or the regulations, to have been done at a customs office, sufferance warehouse, bonded warehouse or duty free shop, as the case may be. The cost to clear commercial goods is assessed according to the regulated rates found within Special Services Memorandum D1-2-1.

Service Standard 1:

Requests for special services are acknowledged within 1 working day of receipt.

Performance Target:

The CBSA will strive to meet the service standard 100% of the time. 

Performance Results:

For the fiscal year April 1, 2016 to March 31, 2017, the CBSA acknowledged 1,117 requests for special services and met the service standard 98.48% of the time.

For the fiscal year April 1, 2015 to March 31, 2016, the CBSA acknowledged 1,349 requests for special services and met the service standard 95.48% of the time.

For the fiscal year April 1, 2014 to March 31, 2015, the CBSA acknowledged 1,642 requests for special services, and met the service standard 96.3 % of the time.

For the fiscal year April 1, 2013 to March 31, 2014, the CBSA processed 1,168 requests for special services, and met the service standard 98 % of the time.

Service Standard 2:

Upon completion of the service, a detailed invoice is provided, itemizing the special services completed and the associated fees for these services. This ensures transparency and consistency within the billing process.

Performance Target:

The CBSA will strive to meet the service standard 100% of the time.

Performance Results:

For the fiscal year April 1, 2016 to March 31, 2017, the CBSA issued 1,117 detailed invoices and met the service standard 100% of the time.

For the fiscal year April 1, 2015 to March 31, 2016, the CBSA issued 1,349 detailed invoices and met the service standard 99.78% of the time.

For the fiscal year April 1, 2014 to March 31, 2015, the CBSA issued 1,609 detailed invoices and met the service standard 98% of the time.

For the fiscal year April 1, 2013 to March 31, 2014, the CBSA issued 1,168 detailed invoices and met the service standard 98 % of the time.

Applying for Customs Special Services:

For more information, please see the Memorandum D1-2-1 Special Services on our Web site or e-mail us at contact@cbsa-asfc.gc.ca.

Service feedback:

The CBSA takes complaints very seriously and ensures complaints are handled in an efficient and professional manner. Please see the comments, complaints, and compliments for more information.

 



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