Clients Affected: All clients and service providers who transmit trade data using EDI

As we approach the summer months and vacation time, the TCCU remains committed to timely client support to resolve electronic commerce and portal systems technical issues.  

To ensure our officers are available for the troubleshooting of urgent, time-sensitive issues, and to keep call wait times to a minimum, we would like to take this opportunity to remind clients of the steps they can take to resolve issues on their own.

1. Before contacting us, consult the following checklist:

• Ensure electronic documents are properly coded with the correct BN numbers, warehouse numbers and CCN numbers, as appropriate.
• Check with a colleague who might have already encountered the same issue.
• For technical assistance, check with your company's IT team, software vendor or service provider, as applicable.
• Consult our FAQ page.
• Refer to the Services document to find out more about support provided during and after business hours.
• Consult the list of other contacts who may be better able to help you with specific questions.

2. Keep in mind the following time frames, which gives CBSA Officers enough time to review transactions and make decisions:

• Post arrival service option: 1 hour
• PARS service option: 1 hour prior to ETA – check the ETA on the release data
• Keep in mind that release decisions may take longer for transactions that relate to ACI marine or air cargo.

3. Have all required information available so that we can better help you when you contact us.

Before going on vacation, please ensure that the team members covering for your absence are aware of the above resources, as well as the contact numbers for your company's IT team, software vendor or service provider, as applicable.

The team members covering for your absence are also invited to sign up for EDI/Portal bulletins at the “Stay Informed” tab (EDI/Portal bulletin section) of the TCCU web site:  https://www.cbsa-asfc.gc.ca/eservices/menu-eng.html

Thank you for your cooperation.