CBSA Message: TCC21-011 Client Support Contact Information for Freight Forwarders

Submitted by admin on Wed, 01/20/2021 - 09:33

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

As per Customs Notice 20-28 , as of January 04, 2021, a six month period of informed compliance has begun regarding the mandatory submission of electronic house bills for all consolidated shipments, if not exempted. 

The following are Client support options for Freight Forwarders, carriers, or service providers who are involved with the movement and arrival of consolidated freight when assistance is required.

Action Required: Prior to contacting any of the following help desks, it is recommended that clients familiarize themselves with the requirements for Freight Forwarders.

Client Support Options:

  1. For non-technical related questions regarding policy and processes, or to sign up for an implementation session, please contact the eManifest helpdesk at:  emanifest-manifest_electronique@cbsa-asfc.gc.ca
    Service is available Monday to Friday, from 8 a.m. to 4 p.m. (ET), except holidays.
  2. For operational issues involving live freight (e.g. house bill has arrived, release on file, but shipment not release yet) please contact one of the eManifest Regional Client Support locations depending on shipment destination and mode:

Region

Telephone

Eastern Canada shipment destination
Client support is available Monday to Friday, 8:00 a.m. to 4:00 p.m. ET

Western Canada shipment destination
Client support is available Monday to Friday, 8:00 a.m. to 4:00 p.m. PT

All modes: 604-666-0098
  1. For EDI and Portal technical questions and support (e.g. signing up for notices) please contact the TCCU at: TCCU-USTCC@cbsa-asfc.gc.ca
    Hotline: 1-888-957-7224
    Telephone Overseas: 613-946-0762
    Regular Hours: Monday to Friday, 08:00 – 17:00 ET Call the hotline for technical assistance and problems regarding the submission of trade data, e.g. reject messages, via EDI or eManifest Portal. Email support is also available for EDI applications, testing and general inquiries.
    After Hours: Weekdays 17:00 – 08:00 ET Saturday, Sunday and all civic and statutory holidays – 24/7. Call the hotline for urgent technical assistance. When calling the hotline, leave a detailed message and an officer will return your call.
    The Services Document clarifies which issues should be directed to the TCCU hotline, during and after business hours, as well as the types of questions to be referred elsewhere. This resource can be found here.