Professional service

Re: Complaints pile up over airport border guards, July 8. Canada Border Services Agency officers are expected to conduct themselves professionally and deliver high-quality service to the travelling public. On Monday, July 8, Border Services officers at the Macdonald-Cartier International Airport demonstrated this as they worked through the night to process hundreds of unexpected passengers diverted to Ottawa due to the severe flooding impacting Toronto. On the same day, the Citizen published an article related to complaints regarding the treatment by the CBSA officers of the travelling public at MCIA.

Allegations of improper behaviour by our staff are taken very seriously by the CBSA and are thoroughly investigated. Any behaviour that falls short of the agency’s code of conduct is addressed immediately. Officer training, public awareness and feedback mechanisms are in place to help us continuously improve.

CBSA’s strength is founded on the dedication of its 15,000 employees. Regrettably, no organization is immune to acts of misconduct or unprofessional behaviour by a few employees. This is not a reflection on the professionalism, dedication and integrity of the balance of the workforce. The CBSA recognizes that travellers expect fast, professional and courteous service, and we regret any instance where we have not lived up to these expectations. While I consider every complaint important, it is equally important to note that during the 2010-to-2013 period referred to in the article, CBSA officers at the MCIA processed close to 2.3 million travellers. The officer conduct complaints at MCIA numbered approximately one complaint per every 64,000 travellers. For the overwhelming majority of travellers processed, their experience is in line with the agency’s commitment to service excellence. ARIANNE REZA, Regional Director General, Northern Ontario Region, Canada Border Services Agency