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TCCU Client Support

TCC20-082 - Best Practices In Preparation For Summer Vacation

Clients Affected: All importers, brokers and services providers who use EDI to transmit their data

With the summer months and vacation time well underway, 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.

4. You can also reduce the potential of encountering longer wait times to speak to a TCCU officer by calling earlier in the business day.

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

Topic(s)

Release
System Updates/Outages & Delays at the Border

Information source

Canada Border Services Agency (CBSA)
Disclaimer

The foregoing information is provided for informational purposes only and is not intended as, nor should it be considered, professional advice or a substitute for conducting your own thorough research and review. Before making any decisions or taking any action based on the information provided, you should conduct your own independent investigation and/or seek professional advice from a qualified expert in the relevant field. The CSCB disclaims all liability for actions taken or not taken based on the information provided.