Clients Affected: All clients who transmit data electronically and/or using the eManifest portal.

In our continuing series of tips to help improve wait times for TCCU service, on Friday, May 31st (bulletin TCC19-050), we highlighted the TCCU web pages as an information source that may save you a call to the TCCU.

But when a call to the TCCU is necessary, it is possible to avoid long wait times on hold.

After 45 seconds of waiting, when “all officers are currently busy”, clients are offered the option to press 1 to leave a message. If clients leave a message, they will not lose their place in line. For example, if a caller is the 4th call in queue, even if they choose to leave a message, that message will remain 4th in line (then 3rd, then 2nd, then 1st) until an officer is available to record the information and then return the call.  This could be a time saver for you!

Quality messages

We would suggest leaving a succinct yet complete message, to ensure that TCCU officers can get all of the important details the first time that they review the message. Ideally, a message would be structured as follows:
      “Hello, my name is…; I am calling from (company name); my telephone number is…; my extension number is…; my transaction/cargo control number is…; what I’d like to know is…”

Where possible, use a landline to avoid mobile phone interference. Please use the receiver and not a hands-free mode. And please do not rush through your callback details.

To speed things up for everyone

1. Before contacting us:

• 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 EDI/Portal 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.
• Communicate with all other trade chain partners involved in the movement or the clearance of the goods to confirm that the CBSA has accepted their data.

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.

Thank you for your cooperation.