{as pg; Canada Border Agence das services
Sewlces Agency frontaliers du Canada

May 13,2019

Stephen Davis

Canadian Broadcasting Corporation
250 Front Street West, 4th Floor
Toronto, ON MSV 3G5

Dear Mr. Davis:

This request is in response to your Access to Irif'ormatian Act request.

The Canada Border Services Agency (CBSA) is committed to providing the highest level
of client service and we would be pleased to assist you with any questions or concerns
you may have regarding the handling of your request. You may contact Veronika
Daccache at 343-291-6959 or by e-mail at using

our file number as a reference.

Please refer to the annex for information of the processing of your request.

Yours truly,

z) .

1/11. NJ: f! 1-

Tanya Minchella
Team Leader

Enclosure: (2)

it?!

Canada

Annex

 

Canada Border Services
Agency File Number



 

Request Summary

Clarification received on .Iune 27th 2018.?

Requesting complaints and related Formal Discipline
Reports resulted from these complaints: Of?cer/employee
conduct, Questioning, Enforcement action, Immigration,
Examinations, Targeting, Privacy Related and Canadian
Victim Bill of Rights comingfrom outside CBSAfrom the

following airports: Pearson International Airport,

Vancouver International Airport, and Montreal-Pierre
Elliott Trudeau International Airport. The timeframe
requested isfor July I, 2016 to July 1, 2018.

Clari?cation received June I 5th 2018:

Looking only for complaints that camefrom outside the
CBSA and 'event' is ?whatever may have prompted the
complaint?.

Clari?cation received .Iune 14th 2018:

The term ?contractor? means any companies to whom
BSA provided contracts and any contract employee that
is employed by the CBSA.

Original Request Text:

Copies of all complaints received about CBSA sta?and
contractors between January I, 2016 and the present
date regarding any events at airports in the cities listed
below: Vancouver, British Columbia Calgary, Alberta
Saskatoon, Saskatchewan Toronto, Ontario Montreal,
Quebec Halifax, Nova Scotia Please include any records
that mention any CBSA response to these complaints,
including, but not limited to, formal Professional
Standards reports and any documents created at regional
CBSA sites.

 

Request Disposition

 

Disclosed in part

 

The following line indicates which sections ofthe Act were invoked by the Agency ifthe
information was not all disclosed to you.

 

 

Summary of Exemptions

 

16(2)(c) Security - vulnerability of buildings, structures,
systems, and methods to protect them
19(1) Personal information of another individual

 

 

 

Link to the Access ?0 
Information Act

 

Address Access to Information and Privacy Division
Place Vanier Tower A

333 North River Road, 14th floor

Ottawa, ON KIA 0L8

 

 

 

Should you be dissatis?ed with the processing of this request, you may ?le a complaint
within sixty days of receipt of this notice to the Information Commissioner of Canada by
writing to:

Of?ce of the Information Commissioner of Canada
30 Victoria Street
Gatineau, Quebec KIA 1H3

01?:

You may also use the following On-line Complaint link (E?Form):


 

 

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July 3, 2016 04:13 AM
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WWW Form Submission

frmID: ccc
Confirmation: Thank you for sharing your feedback. Your message has been sent. For more information on how the
CBSA handles feedback, please visit our --FAQ Page-.
subject: Feedback Form
feedback type: complaint
email2:
first name:
family name:
phone number
address
city:
province state:
postal code:
country:
time_contact-hh: 10:00
date_month: July
date_day: 02
date_year: 2016
time_hh: :
time_mm:
location: YVR
feedback:

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certification: yes

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Submit: Submit

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From:
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July 18, 2016 01:55 AM
CBSA-ASFC_Complaints_Unit-Division_des_plaintes
WWW Form Submission

frmID: ccc
Confirmation: Thank you for sharing your feedback. Your message has been sent. For more information on how the
CBSA handles feedback, please visit our --FAQ Page-.
subject: Feedback Form
feedback type: complaint
email2:
first name:
family name
phone number:
address
city:
province state:
postal code:
country:
time_contact-hh: 12:00
date_month: July
date_day: 15
date_year: 2016
time_hh:
time_mm:
location: Vancouver Airport
feedback: Officer

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2

The officer
then began to verbally interrogate me. She ques!
tioned every piece of information I had written down on mv customs declaration
Her tone and aggression
towards me

The behaviour this officer portrayed and her lack of any sort of human compassion is disgusting, and
unprofessional.

certification: yes
Submit: Submit

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McKenny, Sarah
July 28, 2016 02:23 PM
CBSA-ASFC_Complaints_Unit-Division_des_plaintes

Please open a complaint for the below.
Thank you.
---- Original Message----From: root@rc.gc,ca [mailto:root@rc.RC.ca1
Sent: July 18, 2016 2:05 AM
To: CBSA-ASFC_IT_RCMSOSg
Subject: WWW Form Submission
fmrID: rcms2016a

date of action: 2016-07-15
client type:
client first name:
client surname
client address:
client city:
client country:
client province/state:
client province/state other:
client postal/zip code:
client phone number:
client phone number type:

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details: Officer

The officer
then began to verbally interrogate me. She ques!
tioned every piece of information I had written down on my customs declaration
1Her tone and aggression
towards me

The behaviour this officer portrayed and her lack of any sort of human compassion is
disgusting, and unprofessional,
certification: yes
date submitted: 2016-07-17
language: english [language=l]
Submit: Submit

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From:
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Subject:

Argue, Sydney
July 20, 2016 01:01 PM
CBSA-ASFC_Complaints_Unit-Division_des_plaintes
FW: Concern Regarding CBSA Officer

Good morning,
Please assign a CFN to this file.
Thanks,

S yd n ey A rg u e
Executive Assistant, Corporate and Program Services
Canada Border Services Agency / Government of Canada
svdnev.argue@cbsa-asfc.ac.ca / Tel: 604-775-6720 / TTY: 866-335-3237
Adjointe executif, Division des services corporatifs et des programmes
Agence des services frontaliers du Canada / Gouvernement du Canada
svdnev.arque@cbsa-asfc.qc.ca / T e l.: 604-775-6720 / ATS : 866-335-3237

From: Holtan, Deborah
Sent: July 20, 2016 9:45 AM
To: PAC-Dist_CBSA_333Dunsmuir_ Complaints Unit
Subject: FW: Concern Regarding CBSA Officer
Please arrange for this complaint to be assigned a CFN.
Deborah Holtan
Regional Program Officer, Operations Branch
Canada Border Services Agency / Government of Canada
deborah.holtan@cbsa-asfc.qc.ca / Tel. : 604-666-6151 / TTY: 866-335-3237
Agente regionale de programme, Direction generate des operations
Agence des services frontaliers du Canada / Gouvernement du Canada
deborah.holtan@cbsa-asfc.ac.ca Tel. : 604-666-6151 / ATS : 866-335-3237

From: Hara, Gary
Sent: July 19, 2016 4:50 PM
To: Holtan, Deborah
Subject: FW: Concern Regarding CBSA Officer
Hi Deb,
Can you log this complaint and also provide a history of complaints naming BSO
Thanks.

l

 CBSA• ReleasedundertheAccesstoInformationAct
ASFC• DivulgationenvertudelaloisurI'AccesaI’information.

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From: Siksik, Samar
Sent: July 19, 2016 4:33 PM
To: Hara, Gary
Subject: FW: Concern Regarding CBSA Officer

From
Sent: July 14, 2016 8:56 AM
To: samar,siksik@cbsa.ac,ca
Subject: Concern Regarding CBSA Officer

Hello Officer Siksik,
Yesterday evening, July 13 2016
at the
level 4 C B S A 1
customs and immigration checkpoint an officer used inappropriate language when
verifying a customer i
The customer was traveling
The CBSA officer stated as follows:
’Is he going to be like that on the flight? I can't stand two minutes let alone hours.
Fuck me.'
I

believe the officer's name

Thank you,

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CBSA-ASFC_Appeals-Appels
July 25, 2016 01:14 PM
CBSA-ASFC_Connplaints_Unit-Division_des_plaintes
FW: WWW Form Submission

Please assign a CFN to this appeal.
Thanks!
Ashlee Bradbury
Appeals Processing Assistant, Corporate Affairs Branch
Canada Border Services Agency / Government of Canada
ashlee.bradbury@cbsa-asfc.gc.ca / Tel: 343-291-7236 / TTY: 866-335-3237
Ajointe aux traitements des appels, Direction generale des services integres
Agence des services frontaliers du Canada / Gouvernement du Canada
ashlee.bradburv@cbsa-asfc.gc,ca/ Tel. : 343-291-7236 / ATS : 866-335-3237

---- Original Message----From: root@rc.gcxa [mailto:root@rc.gc.ca1
Sent: July 13, 2016 12:48 AM
To: CBSA-ASFC_IT_RCMSOSg
Subject: WWW Form Submission
fmrID: rcms2016a

date of action: 2016-07-11
client type:
client first name:
client surname:
client address:
client city:
client country:
client province/state:

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client postal/zip code:
client phone number:
client phone number type
representation:
representative type: I
representative first name:
representative surname
representative address:
representative city:
representative country:
representative province/state:
representative postal/zip code:
representative phone number:
representative phone number type:
details:

this is an act of
Racial Discrimination. I

2

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certification: yes
date submitted: 2016-07-12
language: english [language=l]
Submit: Submit

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August 1, 2016 04:48 AM
CBSA-ASFC_Connplaints_Unit-Division_des_plaintes
WWW Form Submission

identification: victim
first_name:
family_name:
phone:
address:
city:
province_state:
postal_zip:
country:
time_mm: - mm staff_contact: Immigration Department Staff member - immigration Arrivals
date_month: July
date_day: 08
date_year: time_hh
time_mm
location: Vancouver Airport - Immigration (Forms) Arrivals
feedback:

this woman was
anything but welcoming, she was overwhelmingly 'belligerent'. She proceeded to bark singular words at me (ie)
Passport! I handed over my Passport and Eta form. She again barked at me 'Immigration fo rm '.1
She again, very rudely yelled at me, 'It's there! In your bag. She then snatched
this form onto her desk, e

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She was exceptionally rude to me,

certification: yes
Submit: Submit

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CBSA-ASFC_CONTACT
August 2, 2016 12:16 PM
CBSA-ASFC_Complaints_Unit-Division_des_plaintes
FW: Complaint about Canada border

Hello Complaints Unit,
Traveller complaint regarding BSO treatment at YVR for your action.
Contact Us will close on our end.

Thank you,
David Lamoureux
Technical Advisor, Border Information Services and Contact Us
Canada Border Services Agency / Government of Canada
david.lamoureux@cbsa-asfc.qc.ca / Tel 1-204-983-3413 / TTY: 866-335-3237
Conseiller Technique, Service d'information sur la frontiere et Contactez-nous
Agence des services frontaliers du Canada / Gouvernement du Canada
david.lamoureux@cbsa-asfc.ac.ca / Tel 1-204-983-3413 / T T Y : 866-335-3237

From:
Sent: July 29, 2016 5:41 PM
To: custometcallcentre@vvr.ca: contact@cbsa.qc.ca
Subject: Complaint about Canada border

Dear sirs and madams,

checkt by an unfriendly border staff;

Staff asked me curious questions

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91 the Access #2 \Mnrmamm Ac 

Release
ASFC Irmlgah vein is \a \m su? \?Acses I?mla?mahan

FKUIIZKJIIZLJA

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From:
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August 5, 2016 01:57 PM
CBSA-ASFC_Complaints_Unit-Division_des_plaintes
WWW Form Submission

frmID: ccc
Confirmation: Thank you for sharing your feedback. Your message has been sent. For more information on how the
CBSA handles feedback, please visit our --FAQ Page-.
subject: Feedback Form
feedback type: complaint
email2:
first name:
family name: >
phone number:
address:
city:
province state:
postal code:1
country: <
date_month: May
date_day: 07
date_year: 2016
time_hh:
time_mm:
location: Nexus Enrollment Center - YVR
feedback:

l

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Officer
need to conduct it in such a condescending manner.
arrogant demeanor throughout our interviews \
Officer
tone and even
choice of words

certification: yes
Submit: Submit

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From:
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August 7, 2016 02:43 PM
CBSA-ASFC_Complaints_Unit-Division_des_plaintes
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frmID: ccc
Confirmation: Thank you for sharing your feedback. Your message has been sent. For more information on how the
CBSA handles feedback, please visit our --FAQ Page-.
subject: Feedback Form
feedback type: complaint
email2:
first name:
family name:
phone number
address: f
city:
province state:
postal code:
country:
time_contact-hh: 12:00
date_month: June
date_day: 29
date_year: 2016
time_hh:
time_mm:
location: Customs Stall number 16
feedback:

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agent gave me a cold, harsh fact that
never softened or smiled and demanded to know, "What are you here for?!"

language and treatment of me was rude and hurts the image of the fabulous country that
Canada is today.

certification: yes
Submit: Submit

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From:
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August 7, 2016 06:29 PM
CBSA-ASFC_Complaints_Unit-Division_des_plaintes
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frmID: ccc
Confirmation: Thank you for sharing your feedback. Your message has been sent. For more information on how the
CBSA handles feedback, please visit our --FAQ Page-.
subject: Feedback Form
feedback type: complaint
email2:
first name:
family name:
phone number:
address:
city:
province state:
postal code:
country:
time_contact-hh: 17:00
date_month: July
date_day: 19
date_year: 2016
time_hh: I
time_mm:
location: YVR
service provider: Canadian Immigration

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feedback: I was questioned by immigration and was was asked how much money I have in my bank accounts.
the agent was using his position to
There is no justification for asking my personal financial information when I was transiting through the
airport for a few hours (I was forced through immigration to check in for my connecting flight).
certification: yes
Submit: Submit

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August 2, 2016
Recourse Directorate
Canada Boarder Services Agency
Ottawa. ON K 1A 0L8

CANADA

R ecourse D ire c to ra te
D irection des reco u rs
R E C E IV E D - REQU

RH:

AUG 1 1 2016
Fils No. ___ ____ _________
Ref. ___

„ __ __

Dear Sir or Madam:

encountered some unpleasant experiences.

he Canadian immigration onicer questioned

as to

purpose of visiting Canada. ,

 CBSA- ReleasedundertheAccesstoInformationAct.
ASFC- Divulgationenvertudelaloi surI’AccesaI’information.

Recourse Directorate
Canada Boarder Services Agency

Ottawa, ON K1A 0L8
CANADA

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 CBSA• ReleasedundertheAccesstoInformationAct.
ASFC• DivulgationenvertudelaloisurI’AccesaI’information.

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From:
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August 19, 2016 12:31 PM
CBSA-ASFC_Complaints_Unit-Division_des_plaintes
WWW Form Submission

frmID: ccc
Confirmation: Thank you for sharing your feedback. Your message has been sent. For more information on how the
CBSA handles feedback, please visit our --FAQ Page--.
subject: Feedback Form
feedback type: complaint
email2:
first name:
family name:
phone number:
address:
city:
province state:
postal code:
country:
date_month: August
date_day: 18
date_year: 2016
tim e_hh::
time_mm:
location: YVR Airport Customs
feedback: Dear Sir/Madam,

interact with a number of CBSA agents, the majority of whom were pleasant and professional.
l

 CBSA- ReleasedundertheAccesstoInformationAct
ASFC- DivulgationenvertudelaloisurI’Accesa(’information.

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2

one interaction with a CBSA agent which I found rude and unprofessional and in need of
correction.

As the CBSA service standards indicate that the agency seeks to provide professional and courteous
service, I can tell you this interaction did not meet

rather derisively told me to "Go wait back there,

the agent in question sneered at me and
and then proceeded to shoo me away with his hand.

certification: yes
2

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Submit: Submit

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August 23, 2016 06:57 PM
CBSA-ASFC_Connplaints_Unit-Division_des_plaintes
WWW Form Submission

frmID: ccc
Confirmation: Thank you for sharing your feedback. Your message has been sent. For more information on how the
CBSA handles feedback, please visit our --FAQ Page--.
subject: Feedback Form
feedback type: complaint
email2:
first name:
family name:
phone number
address:
city:
province state:
postal code:
country:
time_contact-hh: 16:00
date_month: August
date_day: 18
date_year: 2016
time_hh:
tim e_m m ::
location: YVR Airport (Vancouver, BC) Canadian Border
feedback:
arriving back into Canada on August 18th

were treated, and held up for no reason, upon
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told to go off into the "room" and interrogated for three hours without reason.

vho treated them like criminals and had no
problem abusing his authority.... j

certification: yes
Submit: Submit

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CBSA-ASFC_CONTACT
August 29, 2016 03:55 PM
CBSA-ASFC_Complaints_Unit-Division_des_plaintes
FW: Complaint re YVR Canada Customs

Hello Complaints Unit,
Customs Complaint,
As per HQ we are forwarding to you.
Would you like me to close this transaction or leave it open?
Thank you,
Natasha Fardoe
From:
Sent: August 27, 2016 10:12 PM
To: contact@cbsa.gc.ca
Cc: Ralph, Goodale: HOC / CDC; customercallcentre@yvr.ca
Subject: Complaint re YVR Canada Customs *

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I ask to speak with a supervisor. My request is denied.
supervisor.
my request.

I ask again to speak to a
This staff' member accepts

This process was unconscionably unprofessional, unaccountable, unstructured,
judgmental, inconsiderate, and incompetent.

 

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9? 96 1E

CBSA- Released um 91 the Access #2 \Mnrmamm Ac 
ASFC Irmlgahan en vein :12 \a \m su? \?Acses I?mla?mahan

CBSA- Released um 91 the Access #2 \Mnrmamm Ac 
ASFC Irmlgahan en vein :12 \a \m su? \?Acses I?mla?mahan

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From:
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Subject:

August 29, 2016 04:09 PM
CBSA-ASFC_Complaints_Unit-Division_des_plaintes
WWW Form Submission

frmID: ccc
Confirmation: Thank you for sharing your feedback. Your message has been sent. For more information on how the
CBSA handles feedback, please visit our --FAQ Page-.
subject: Feedback Form
feedback type: complaint
email2:
first name:
family name:
phone number:
address:
city
province state:
postal code:
country:
time_contact-hh: 09:00
date_month: August
date_day: 25
date_year: 2016
time_hh:
time mm
location: Vancouver International Airport

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feedback: To Whom It May Concern:

officer who was extremely rude

3

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certification: yes
Submit: Submit

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From:
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Subject:

September 9, 2016 01:22 AM
CBSA-ASFC_Complaints_Unit-Division_des_plaintes
WWW Form Submission

frmID: ccc
Confirmation: Thank you for sharing your feedback. Your message has been sent. For more information on how the
CBSA handles feedback, please visit our --FAQ Page-.
subject: Feedback Form
feedback type: complaint
email2:
first name:
family name:
phone number:
address:
city:
province state:
postal code:
country:
time_contact-hh: :
date_month: September
date_day: 04
date_year: 2016
time_hh:
time mm:
location: Vancouver Airport Border

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feedback:

the manner he asked was rude and
degradeing.

certification: yes
Submit: Submit

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From:
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To:
Subject:

September 9, 2016 03:12 AM
CBSA-ASFC_Complaints_Unit-Division_des_plaintes
WWW Form Submission

frmID: ccc
Confirmation: Thank you for sharing your feedback. Your message has been sent. For more information on how the
CBSA handles feedback, please visit our --FAQ Page-.
subject: Feedback Form
feedback type: complaint
email2:
first name:
family name:
phone number:
address:
city:
province state:
postal code:
country:
time_contact-hh: 10:00
date_month: September
date_day: 04
date_year: 2016
time_hh:
time_mm: - mm location: Vancouver
feedback:

l

 CBSA- ReleasedundertheAccesstoInformationAct.
ASFC- Divulgationenvertudelaloi sur I'AccesaI'informatio

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degraded me ,spoke to me so disgraceful

certification: yes
Submit: Submit

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From:
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To:
Subject:

September 9, 2016 09:18 AM
CBSA-ASFC_Complaints_Unit-Division_des_plaintes
WWW Form Submission

frmID: ccc
Confirmation: Thank you for sharing your feedback. Your message has been sent. For more information on how the
CBSA handles feedback, please visit our -FAQ Page-.
subject: Feedback Form
feedback type: complaint
email2:
first name:
family name:
phone number:
address:
city:
province state:
postal code:
country:
time_contact-hh: 11:00
date_month: July
date_day: 28
date_year: 2016
time_hh:
time_mm:
location: Vancouver international airport
to reveal how much money I had in my bank

feedback:
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certification: yes
Submit: Submit

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From:
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September 9, 2016 07:28 PM
CBSA-ASFC_Complaints_Unit-Division_des_plaintes
WWW Form Submission

frmID: ccc
Confirmation: Thank you for sharing your feedback. Your message has been sent. For more information on how the
CBSA handles feedback, please visit our --FAQ Page-.
subject: Feedback Form
feedback type: complaint
email2:
first name:
family name:
phone num ber:'
address:
city:
province state:
postal code:
country: Canada
date_month: September
date_day: 08
date_year: 2016
time_hh:
time_mm
location: YVR International baggage carousel agress area
feedback: Dear Sir/Madam,

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\
Because of the regular
failure of CBSA to open a second exit lane promptly during busy times it has been normal for a mob to develop among
the carousels.

CBSA could routinely conduct such an unprofessional
operation.

how CBSA treats people like cattle

certification: yes
Submit: Submit

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From:
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September 14, 2016 05:47 AM
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WWW Form Submission

frmID: ccc
Confirmation: Thank you for sharing your feedback. Your message has been sent. For more information on how the
CBSA handles feedback, please visit our --FAQ Page-.
subject: Feedback Form
feedback type: complaint
email2:
first name:
family name:
phone number:
address:
city:
province state:
postal code:
country: I
time_contact-hh: 09:00
date_month: September
date_day: 13
date_year: 2016
time_hh:
time_mm:
location: Vancouver international airport
feedback:
afew questions by officer

asked
very nice officer polite and kind,;

i

 2

PROTECTED A

he was rude and in
professional.

Mr. Officer

was a nice person.

certification: yes
Submit: Submit

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September 22, 2016 06:56 PM
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frmID: ccc
Confirmation: Thank you for sharing your feedback. Your message has been sent. For more information on how the
CBSA handles feedback, please visit our --FAQ Page-.
subject: Feedback Form
feedback type: complaint
email2:
first name:
family name:
phone number
address:
city:
province state:
postal code:
country:
time_contact-hh: 12:00
date_month: September
date_day: 22
date_year: 2016
time_hh:
time_mm:
location: Vancouver
feedback: Hi there.

l

 2

PROTECTED A

His tone was a bit sharp,
that me asking was
taking up seconds of his time.

really that the tone is not needed and the comment that I had taken seconds of his time

re: customer service and tone.

certification: yes
Submit: Submit

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1

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September 23, 2016 02:51 AM
CBSA-ASFC_Complaints_Unit-Division_des_plaintes
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frmID: ccc
Confirmation: Thank you for sharing your feedback. Your message has been sent. For more information on how the
CBSA handles feedback, please visit our --FAQ Page--.
subject: Feedback Form
feedback type: compliment
email2:
first name:
family name:
phone number:
address:
city: /
province state:
postal code:
country: I
date_month: September
date_day: 21
date_year: 2016
time_hh: ]
time_mm:
location: 113-5000 Miller Road Richmond BC V7B 1K6

service provider: Vancouver International Airport Passenger Operations

i

 2

PROTECTED A

feedback: Dear Sir,

1
of the young officer,

the rudeness

certification: yes
Submit: Submit

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From:
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September 2 b , 2Ulb U6:03 PM
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frmID: ccc
Confirmation: Thank you for sharing your feedback. Your message has been sent. For more information on how the
CBSA handles feedback, please visit our --FAQ Page-.
subject: Feedback Form
feedback type: complaint
email2:
first name:
family name:
phone number:
address:
city:
province state:
postal code:
country: Canada
time_contact-hh: 17:00
date_month: September
date_day: 21
date_year: 2016
time_hh:
time_mm:
location: cbsa Vancouver airport

COMPLAINTSs

tracking form cargo number: Complaint

i

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PROTECTED A

service provider: cbsa Vancouver airport complaint
feedback:

No prominent display of I.D.on
agent.I
was answered by "thinking we were

>he told us to be quiet
speciaT'and wanted to jump the queue. -

certification: yes
Submit: Submit

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From:
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September 26, 2016 06:05 PM
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frmID: ccc
Confirmation: Thank you for sharing your feedback. Your message has been sent. For more information on how the
CBSA handles feedback, please visit our --FAQ Page-.
subject: Feedback Form
feedback type: complaint
email2
first name:
family name:
phone number:
address:
city:
province state:
postal code:
country: Canada
time_contact-hh: 15:00
date_month: September
date_day: 09
date_year: 2016
time_hh:
time_mm:
location: Vancouver airport
feedback:

l

 A- ReleasedundertheAccesstoInformationAct.

2

PROTECTED A

'You're not the first in line you know," she said rudely. \
Again, very rudely," you have to wait, we have requested that
a person be her and she will be her!
e soon

certification: yes
Submit: Submit

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KKUItUltUA

October 4, 2016 05:35 PM
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WWW Form Submission

frmID: ccc
Confirmation: Thank you for sharing your feedback. Your message has been sent. For more information on how the
CBSA handles feedback, please visit our --FAQ Page-.
subject: Feedback Form
feedback type: complaint
email2:
first name:
family name:
phone number:
address::
city:
province state:
postal code:
country: Canada
time_contact-hh: 16:00
date_month: September
date_day: 22
date_year: 2016
time_hh: :
time_mm: (
location: Vancouver Airport
feedback:

l

 2

PROTECTED A

A male Immigration officer didn't care and just opened the bag and broke the zipper, as he was rough and
uncaring. He searched
rudely

certification: yes
Submit: Submit

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October 4, 2016 05:37 PM
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WWW Form Submission

frmID: ccc
Confirmation: Thank you for sharing your feedback. Your message has been sent. For more information on how the
CBSA handles feedback, please visit our --FAQ Page-.
subject: Feedback Form
feedback type: complaint
email2:
first name: I
family name:
phone number:
address:
city:
province state:
postal code:
country
time_contact-hh: 16:00
date_month: September
date_day: 22
date_year: 2016
time_hh:
time_mm:
location: Vancouver Airport
feedback:

l

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The male Immigration Officer started yelling at me,

certification: yes
Submit: Submit

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From:
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October 4, 2016 05:38 PM
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frmID: ccc
Confirmation: Thank you for sharing your feedback. Your message has been sent. For more information on how the
CBSA handles feedback, please visit our --FAQ Page-.
subject: Feedback Form
feedback type: complaint
email2:
first name:
family name: f
phone number:
address:
city:
province state: I
postal code:
country:
time_contact-hh: 16:00
date_month: September
date_day: 22
date_year: 2016
time_hh:
time_mm:
location: Vancouver Airport
feedback:

l

 2

The

PROTECTED A

Immigration Officer was yelling in my face

certification: yes
Submit: Submit

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From:
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October 4, 2016 05:40 PM
CBSA-ASFC_Complaints_Unit-Division_des_plaintes
WWW Form Submission

frmID: ccc
Confirmation: Thank you for sharing your feedback. Your message has been sent. For more information on how the
CBSA handles feedback, please visit our --FAQ Page-.
subject: Feedback Form
feedback type: complaint
email2:
first name:
family name:
phone number:
address:
city:
province state:
postal code:
country:

i

time_contact-hh: 16:00
date_month: September
date_day: 22
date_year: 2016
time_hh: :
time_mm:
location: Vancouver Airportl
feedback: I

l

 2

PROTECTED A

The abusive Immigration Officer who was the one to yell at me 1

The Immigration officers were
said "remember everything is going to stay here."

I AM SEEKING FOR JUSTICE FOR THIS INCIDENT.,
BAD

YOU ASSUMED I WAS

Thank-you,

2

 3

KKUItUltUA

certification: yes
Submit: Submit

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From:
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October 6, 2016 11:47 PM
CBSA-ASFC_Complaints_Unit-Division_des_plaintes
WWW Form Submission

frmID: ccc
Confirmation: Thank you for sharing your feedback. Your message has been sent. For more information on how the
CBSA handles feedback, please visit our --FAQ Page-.
subject: Feedback Form
feedback type: complaint
email2:
first name: 1
family name:
phone number:
address:
city: <
province state:
postal code:
country:
date_month: October
date_day: 06
date_year: 2016
time_hh:
time_mm:
lo c a tio n : V a n c o u v e r in te r n a tio n a l a ir p o r t

feedback:

i

 2

PROTECTED A

WHAT HE DID DO WAS DELETE THE ENCRYPTION FILES

certification: yes
Submit: Submit

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2

 CBSA- Released um 91 the Access #2 \Mnrmamm Ac 
ASFC Irmlgahan en vein :12 \a \m su? \?Acses I?mla?mahan

PROTECTED A

1

PROTECTED A

Payette, Ryan on behalf of CBSA-ASFC_Appeals-Appels
October 12, 2016 10:14 AM
CBSA-ASFC_Complaints_Unit-Division_des_plaintes
FW: 2016-10-04 Online submission has been processed

From:
Sent:
To:
Subject:

For your action.
Thanks

From: CBSA-ASFC_RCMS-SGRR
Sent: October 4, 2016 10:44 AM
To: CBSA-ASFC_Appeals-Appels
Subject: 2016-10-04 Online submission has been processed

RCMS

Tit No?

A new Online Submission has been added to RCMS Enforcement.
The appeal details are attached below.

Laynch RCMS Enforcement

.

SGRR

Line nouvelle soumission electronique a ete ajoutee au SGRR Execution de la loi.
Les details de I'appel sont inclus ci-dessous.

Ouvrir SGRR Execution de la loi

fmrID: rcms2016b

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date of action:
client type:
client first name:
client surname:
client address:
client city:
client country: I
client province/state:
client postal/zip code:
client phone number:
client phone number type:

detailsField: Date: October 2, 2016

They did not believe me. They continued
questioning me

At the meeting on August 4th I was questioned at length:

2

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PROTECTED A

certificationField: yes
date submitted: 2016-10-02
language: english [language=l]
Submit: Submit

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October 12, 2016 08:45 PM
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frmID: ccc
Confirmation: Thank you for sharing your feedback. Your message has been sent. For more information on how the
CBSA handles feedback, please visit our --FAQ Page-.
subject: Feedback Form
feedback type: complaint
email2:
first name:
family name:
phone number:
address:
city:
province state: I
postal code:
country:
time_contact-hh: 11:00
date_month: September
date_day: 10
date_year: 2016
time_hh:
time_mm:
location: Vancouver International Airport
service provider: CBSA customs officer

l

 2

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feedback:

The customs officer
was very rude and stand off-ish.

She
asked her usual questions with very straight face without smile

certification: yes
Submit: Submit

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From:
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October 14, 2016 06:10 PM
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WWW Form Submission

frmID: ccc
Confirmation: Thank you for sharing your feedback. Your message has been sent. For more information on how the
CBSA handles feedback, please visit our --FAQ Page-.
subject: Feedback Form
feedback type: complaint
email2:
first name:
family name:
phone number:
address:
city:
province state:
postal code:
country: <
time_contact-hh: 09:00
date_month: October
date_day: 13
date_year: 2016
time_hh:
time_mm:
location:
service provider: CBSA Agent

i

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PROTECTED A

feedback:

walked passed us and made a spitting
a brief conversation in

gesture on the ground.
a rather aggressive tone.

certification: yes
Submit: Submit

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From:
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October 15, 2016 01:08 AM
CBSA-ASFC_Complaints_Unit-Division_des_plaintes
WWW Form Submission

frmID: ccc
Confirmation: Thank you for sharing your feedback. Your message has been sent. For more information on how the
CBSA handles feedback, please visit our --FAQ Page-.
subject: Feedback Form
feedback type: complaint
email2:
first name:
family name:
phone number:
address:
city:
province state:
postal code:
country: I
time_contact-hh: 10:00
date_month: October
date_day: 31
date_year: 2015
time_hh:
time_mm:
location: Vancouver Airport
feedback:

i

 2

PROTECTED A

/our customs agent, subject to unusual, excessive and
uncalled for level of questions

I am displeased with the discourteous conduct in which I was greeted

2

 CBSA- ReleasedundertheAccesstoInformationAct.

3

PROTECTED A

certification: yes
Submit: Submit

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1

From:
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October 19, 2016 06:44 PM
CBSA-ASFC_Complaints_Unit-Division_des_plaintes
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frmID: ccc
Confirmation: Thank you for sharing your feedback. Your message has been sent. For more information on how the
CBSA handles feedback, please visit our --FAQ Page--.
subject: Feedback Form
feedback type: complaint
email2:
first name: I
family name:
phone number:
address:
city: (
province state:
postal code:
country: Canada
time_contact-hh: 09:00
date_month: October
date_day: 18
date_year: 2016
time_hh: i
time_mm:
location: Vancouver International Airport
feedback: My complaint is in regard the attitude and tone of Officer
at Vancouver Airport and the fact that the
self-service machines can't distinguish two traveler from the same family with the same name.
l

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Not professional, rude, i

was rude

certification: yes
Submit: Submit

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Safari/537.36 Edge/13.10586

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From:
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October 22, 2016 01:35 PM
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frmID: ccc
Confirmation: Thank you for sharing your feedback. Your message has been sent. For more information on how the
CBSA handles feedback, please visit our -FAQ Page--.
subject: Feedback Form
feedback type: complaint
email2:
first name:
family name:
phone number:
address:
city:
province state:
postal code:
country: <
time_contact-hh: 09:00
date_month: September
date_day: 20
date_year: 2016
time_hh: i
time_mm:
location: Vancouver
He used a LOUD RUDE voice "Why aren't

feedback:'
your passport and papers ready". I
l

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He used an extremely rude pushy way in talking.

certification: yes
Submit: Submit

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From:
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October 27, 2016 10:43 PM
CBSA-ASFC_Complaints_Unit-Division_des_plaintes
WWW Form Submission

frmID: ccc
Confirmation: Thank you for sharing your feedback. Your message has been sent. For more information on how the
CBSA handles feedback, please visit our --FAQ Page-.
subject: Feedback Form
feedback type: complaint
email2:
first name:
family name:
phone number:
address:
city:
province state:
postal code: ■
country:
time_contact-hh: 13:00
date_month: October
date_day: 12
date_year: 2016
time_hh:
time_mm:
location: YVR Internation Airport
tracking form cargo number:

l

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feedback: Dear Sir / Mdm,

the officer has rudely and giving us a stunned look, "No, I don't need you here."

certification: yes
Submit: Submit

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From:
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November 2, 2016 04:13 AM
CBSA-ASFC_Complaints_Unit-Division_des_plaintes
WWW Form Submission

frmID: ccc
Confirmation: Thank you for sharing your feedback. Your message has been sent. For more information on how the
CBSA handles feedback, please visit our --FAQ Page-.
subject: Feedback Form
feedback type: complaint
email2:
first name:
family name:
phone number:
address:
city:
province state:
postal code:
country:
time_contact-hh: 11:00
date_month: November
date_day: 01
date_year: 2016
time_hh:
time_mm:
location: 821 YVR Airport
feedback:

l

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he returned he became aggressive.

The Canadian front line customs agents I delt with are arrogant.

certification: yes
Submit: Submit

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November 2, 2016 04:37 PM
CBSA-ASFC_Complaints_Unit-Division_des_plaintes
WWW Form Submission

frmID: ccc
Confirmation: Thank you for sharing your feedback. Your message has been sent. For more information on how the
CBSA handles feedback, please visit our --FAQ Page-.
subject: Feedback Form
feedback type: complaint
email2: j
first name:
family name:
phone number:
address:
city:
province state:
postal code:
country:
date_month: November
date_day: 01
date_year: 2016
time_hh:
time_mm: i
location: Nexus Interview location - YVR
tracking form cargo number: I
feedback:

l

 PROTECTED A

2

interview agent but was confronted with 'attitude': 1

certification: yes
Submit: Submit
2

  

3 PROTECTED A

 

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From:
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November 15, 2016 03:11 AM
CBSA-ASFC_Complaints_Unit-Division_des_plaintes
WWW Form Submission

frmID: ccc
Confirmation: Thank you for sharing your feedback. Your message has been sent. For more information on how the
CBSA handles feedback, please visit our --FAQ Page-.
subject: Feedback Form
feedback type: complaint
email2:
first name:
family name:
phone number:
address:
city:
province state:
postal code:
country
time_contact-hh: 17:00
date_month: November
date_day: 01
date_year: 2016
time_hh:
time_mm:
location: YVR - VANCOUVER INTERNATIONAL AIRPORT
feedback: To whom this may concern,

1

 PROTECTED A

2

The officer that dealt with me was initially polite, he followed
standard protocol asking typical questions.
The tone of his voice was intimidating and he insisted questioning me further,

give praise to the second officer for his professionalism and integrity throughout

certification: yes
Submit: Submit

2

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3

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3

 Payette, Ryan
From:
Sent:
To:
Subject:

November 18, 2016 08:00 PM
CBSA-ASFC_Complaints_Unit-Division_des_plaintes
WWW Form Submission

frmID: ccc
Confirmation: Thank you for sharing your feedback. Your message has been sent. For more information on how the
CBSA handles feedback, please visit our --FAQ Page--.
subject: Feedback Form
feedback type: complaint
email2
first name:
family name:
phone number:
address:
city:
province state:
postal code:
country:
time_contact-hh: 09:00
date_month: November
date_day: 16
date_year: 2016
time_hh:
time_mm:
location: YVR
service provider: CBSA

l

 feedback: Complaint re: Officer

at YVR.

ie became agitated and his tone changed.

he grew more agitated and
continued his behavior of muttering, "Oh my god." and "Unbelievable." looking away agitated and clenching his jaw
rolling his eyes in a frustrated dramatic way that was almost comical.

2

 CBSA- ReleasedundertheAccesstoInformationAct.

certification: yes
Submit: Submit

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From:
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November 21, 2016 06:12 PM
CBSA-ASFC_Complaints_Unit-Division_des_plaintes
WWW Form Submission

frmID: ccc
Confirmation: Thank you for sharing your feedback. Your message has been sent. For more information on how the
CBSA handles feedback, please visit our --FAQ Page-.
subject: Feedback Form
feedback type: complaint
email2: j
first name:
family name:
phone number:
address:
city:
province state:
postal code:
country:
d a te _ m o n th : O c to b e r

d a te _ d a y : -

d a te _ y e a r: -

t im e _ m m : - m m -

lo c a tio n : V a n c o u v e r a ir p o r t

feedback:

l

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certification: yes
Submit: Submit

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2
2

 From:
Sent:
To:
Subject:
Attachments:

Honcoop, Lynn
November 28, 2016 02:51 PM
CBSA-ASFC_Complaints_Unit-Division_des_plaintes
Online submission has been processed

Please find attached an appeal letter that also contains a complaint.

Lynn Honcoop
Thank you.
Appeals Processing Assistant, Operational Support Unit, Recourse Directorate
Canada Border Services Agency / Government of Canada
lynn.honcoop@cbsa-asfc.ac.ca
Ajointe aux traitements des appels. Unite de soutien operationnel. Direction des recours
Agence des services frontaliers du Canada / Gouvernement du Canada
lvnn.honcoop@cbsa-asfc.ac.ca

l

 Payette, Ryan
From:
Sent:
To:
Subject:

November 28, 2016 05:40 PM
CBSA-ASFC_Complaints_Unit-Division_des_plaintes
WWW Form Submission

frmID: ccc
Confirmation: Thank you for sharing your feedback. Your message has been sent. For more information on how the
CBSA handles feedback, please visit our --FAQ Page--.
subject: Feedback Form
feedback type: complaint
email2:
first name:
family name
phone number:
address:
city:
province state
postal code:
country:
time_contact-hh: 17:00
date_month: August
date_day:
date_year:
time_mm: - mm location: Vancouver airport
feedback:

l

 certification: yes
Submit: Submit

Mozilla/5.0 (iPhone; CPU iPhone OS 10_0_2 like Mac OS X) AppleWebKit/602.1.50 (KHTML, like Gecko) Version/10 0
Mobile/14A456 Safari/602.1

2

 Payette, Ryan
From:
Sent:
To:
Subject:

November 28, 2016 06:30 PM
CBSA-ASFC_Complaints_Unit-Division_des_plaintes
Soumission du formulaire WWW

frmID: ccc
Confirmation: Merci d'avoir partage votre retroaction. Votre message a ete envoye. Pour plus d'information sur la fagon
dont I'ASFC traite la retroaction, veuillez visiter notre --page FAQ-.
sujet: Formulaire de retroaction
type de retroaction: Plainte
courriel2:
prenom: I
nom de famille:
numero de telephone:
adresse:
ville:
province etat:
code postal:
pays:
time_contact-hh: 09:00
d a te jo u r: 24
date_mois: novembre
date_annee:2016
temp_hh:
temp_mm:
lieu: Vancouver (YVR)
numero de suivi-formulaire-fret:

l

 fournisseur de service:

Elle me menace de me faire
fo u ille r,

attestation: yes
Submit: Soumettre

Mozilla/5.0 (iPad; CPU OS 10_0_2 like Mac OS X) AppleWebKit/600.1.4 (KHTML, like Gecko) GSA/20.3.136880903
Mobile/14A456 Safari/600.1.4

2

 Payette, Ryan
From:
Sent:
To:
Subject:

CBSA-ASFC_RCMS-SGRR
November 29, 2016 08:13 PM
CBSA-ASFC_Appeals-Appels; CBSA-ASFC_RCMS-SGRR
Online submission has been processed

Follow Up Flag:
Flag Status:

Follow up
Completed

RCMS Enforcement Notification
A new Online Submission has been added to RCMS Enforcement.
The appeal details are attached below.

Launch RCMS Enforcement

SGRR
Une nouvelle soumission electronique a ete ajoutee au SGRR Execution de la loi.
Les details de I'appel sont inclus ci-dessous.

Oifwiir SGRR Execution de la loi

fmrID: rcms2016b

date of action: 2016-11-12
client type:
client first name:

1

 client surname:

client address:
client city: '
client country: (
client province/state: E
client postal/zip code:
client phone number:
client phone number type:
representation:
detailsField: To whom it may concerned:

by the officer's attitude.
the aggressive attitude of the officer cannot be accepted,

certificationField: yes
date submitted: 2016-11-29
2

 language: english [la n g u a g e = l]

Submit: Submit

Mozilla/5.0 (Windows NT 10.0) AppleWebKit/537.36 (KHTML, like Gecko) Chrome/45.0.2454.101 Safari/537.36

3

 Payette, Ryan
From:
Sent:
To:
Subject:

December 11, 2016 07:31 PM
CBSA-ASFC_Complaints_Unit-Division_des_plaintes
WWW Form Submission

frmID: ccc
Confirmation: Thank you for sharing your feedback. Your message has been sent. For more information on how the
CBSA handles feedback, please visit our --FAQ Page--.
subject: Feedback Form
feedback type: complaint
email2:
first name:
family name:
phone number:
address:
city:
province state:
postal code:
country:
time_contact-hh: 17:00
date_month: November
date_day: 26
date_year: 2016
time_hh:
time_mm: I
location: Vancouver Airport
feedback:

l

 quit acting like bullies and just do what they need to do quickly,
efficiently and without attitude (they don't seem very happy).
..
if these customers officers
were trained to have better people/communication skills.
certification: yes
Submit: Submit

Mozilla/5.0 (Windows NT 6.1; WOW64) AppleWebKit/537.36 (KHTML, like Gecko) Chrome/54.0.2840.99 Safari/537.36

2

 1

From:
Sent:
To:
Subject:

PROTECTED A

December 20, 2016 08:29 PM
CBSA-ASFC_Complaints_Unit-Division_des_plaintes
WWW Form Submission

identification: victim
confirm:
first_name:
family_name:
phone:
address:
city:
province_state: I
postal_zip:
country:
time_hh: 12
time_mm: 20
staff_contact:
date_month: December
date_day: 18
date_year: time_mm2: - mm information: on
location: Vancouver Canada
feedback:

His demeanor was hostile
l

 2

PROTECTED A

and very arrogant, his approach as routine check,
It was very rude,

certification: yes
Submit: Submit

Mozilla/5.0 (Windows NT 6.1; WOW64) AppleWebKit/537.36 (KHTML, like Gecko) Chrome/55.0.2883.87 Safari/537.36

2

 1

From:
Sent:
To:

PROTECTED A

Argue, Sydney
December 21, 2016 06:28 PM
CBSA-ASFC_Complaints_Unit-Division_des_plaintes; PAC-Dist_CBSA_333Dunsmuir_
Complaints Unit

Subject:
Attachments:

Categories:

Yellow Category

Good afternoon,
Please assign a CFN to this file.
Thank you,

S yd n ey A rg u e
Executive Assistant, Corporate and Program Services
Canada Border Services Agency / Government of Canada
svdnev.araue@.cbsa-asfc.ac.ca / Tel: 604-775-6720 / TTY: 866-335-3237
Adjointe executif, Division des services corporatifs et des programmes
Agence des services frontaliers du Canada / Gouvernement du Canada
svdnev.araue@cbsa-asfc.ac.ca / Tel. : 604-775-6720 / ATS : 866-335-3237

From: Holtan, Deborah
Sent: December 21, 2016 9:05 AM
To: PAC-Dist_CBSA_333Dunsmuir_ Complaints Unit
Subject: FW:
re YVR Issue
Good day,
Please request a CFN of the following correspondence.
Deborah Holtan
Regional Program Officer, Operations Branch
Canada Border Services Agency / Government of Canada
debor3h.holtan@cbsa-asfc.ac.C3 / Tel. : 604-666-6151 / TTY: 866-335-3237
Agente regionale de programme, Direction generale des operations
Agence des services frontaliers du Canada / Gouvernement du Canada
deborah.holtan@cbsa-asfc.ac.ca Tel. : 604-666-6151 / ATS : 866-335-3237

From:
Sent: December lb , 2016 l l : l l AM
To:

Subject:

re YVR Issue

l

 CBSA- ReleasedundertheAccesstoInformationAct.
ASFC- Divulgationenvertudelaloi surI’AccesaI’information

PROTECTED A

Sknow very well that CBSA officers have an important job screening visitors in often difficult circumstances.
CBSA officers should be respectful in their dealings with
applicants and not make disparaging remarks

 CBSA- Released um 91 the Access #2 \Mnrmamm Ac 
ASFC Irmlgahan en vein :12 \a \m su? \?Acses I?mla?mahan

PROTECTED A

1

Hello
He was basically 'in te rro g ated ' w ith a very th re a te n in g to n e.

PROTECTED A

 CBSA- Released um 91 the Access #2 \Mnrmamm Ac 
ASFC Irmlgahan en vein :12 \a \m su? \?Acses I?mla?mahan



PROTECTED A

From:
Sent:
To:
Subject:

December 30, 2016 11:14 AM
CBSA-ASFC_Complaints_Unit-Division_des_plaintes
WWW Form Submission

frmID: ccc
Confirmation: Thank you for sharing your feedback. Your message has been sent. For more information on how the
CBSA handles feedback, please visit our --FAQ Page-.
subject: Feedback Form
feedback type: complaint
email2:
first name:
family name:
phone number:
address:
city:
province state:
postal code:
country:
time_contact-hh: 14:00
date_month: December
date_day: 29
date_year: 2016
time_hh:
time_mm:
location: Vancouver airport
tracking form cargo number:

l

 PROTECTED A

service provider: I
feedback: Hi.
received nothing but amazing
politeness and great customer service from the airport staff and customs.

I continued to hear the
two officers mimick what I had said and laugh over it.

they were bored and having a laugh with one
another.
I would have thought, giving the situation, that they would have behaved professionally and should have been
sympathetic to the fact 1

The point of my complaint is just merely to consider how some of the staff are behaving and treating customers.

certification: yes

2
2

 PROTECTED A

Submit: Submit

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Mobile/14C92 Safari/602.1

3
3

 PROTECTED A

1

From:
Sent:
To:
Subject:

December 31, 2016 02:25 AM
CBSA-ASFC_Complaints_Unit-Division_des_plaintes
WWW Form Submission

frmID: ccc
Confirmation: Thank you for sharing your feedback. Your message has been sent. For more information on how the
CBSA handles feedback, please visit our --FAQ Page--.
subject: Feedback Form
feedback type: complaint
email2:
first name:
family name: ^
phone number: I
address:
city:
province state:
postal code:
country:
time_contact-hh: 09:00
date_month: January
date_day: 25
date_year: 2016
time_mm: 00
location: AOE/125) Vancouver International Airport Passenger Operations
tracking form cargo number:
service provider: n/a
l

 2

PROTECTED A

feedback:
December 31, 2016

custom border officer neglected to stamp my

passport

certification: yes
Submit: Submit

Mozilla/5.0 (Windows NT 10.0; Win64; x64) AppleWebKit/537.36 (KHTML, like Gecko) Chrome/46.0.2486.0
Safari/537.36 Edge/13.10586

2

 PROTECTED A

From:
Sent:
To:
Subject:

January 1, 2017 08:20 PM
CBSA-ASFC_Connplaints_Unit-Division_des_plaintes
WWW Form Submission

frmID: ccc
Confirmation: Thank you for sharing your feedback. Your message has been sent. For more information on how the
CBSA handles feedback, please visit our --FAQ Page-.
subject: Feedback Form
feedback type: complaint
email2:
first name:
family name:
phone number:
address:
city:
province state:

j

postal code:
country: <
time_contact-hh: 11:00
date_month: January
date_day: 01
date_year: time_hh:
time_mm:
location: Vancouver international airport arrivals hall
feedback:

l

 PROTECTED A

2

He then
became aggressive and asked pointedly if I had a problem

The agent who was checking i

forms before the baggage carousels was aggressive, insulting and made threats.

certification: yes
Submit: Submit

Mozilla/5.0 (Linux; Android 6.0.1; A0001 Build/MHC19Q) AppleWebKit/537.36 (KHTML, like Gecko)
Chrome/55.0.2883.91 Mobile Safari/537.36

2

 R E C E IV E D .

Recourse Directorate

i.T

Canada Border Services Agency

r e c u

• vv

c.-;.

To whom it may concern:

am writing to voice my displeasure at my treatment by a border officer.

and he replied sterniy that he was "not doing a dance"!

but his reprimand
This was not at all the courteous service CBSA claims to provide.

’

I

 PROTECTED A

From:
Sent:
To:
Subject:

January 6, 2017 01:55 PM
CBSA-ASFC_Connplaints_Unit-Division_des_plaintes
WWW Form Submission

frmID: ccc
Confirmation: Thank you for sharing your feedback. Your message has been sent. For more information on how the
CBSA handles feedback, please visit our --FAQ Page-.
subject: Feedback Form
feedback type: complaint
email2
first name:
family name:
phone number:
address:
city:
province state:
postal code:
country:
time_contact-hh: 13:00
date_month: December
date_day: 03
date_year: 2016
time_hh:
time_mm:
location: YVR International Arrivals
feedback: RE: Traveller

l

 One officer was very aggressive, abusive a

PROTECTED A

 

PROTECTED A

3

certification: yes
Submit: Submit

Mozilla/5.0 (Windows NT 6.1; WOW64) AppleWebKit/537.36 (KHTML, like Gecko) Chrome/55.0.2883.87 Safari/537.36

3

 PROTECTED A

From:
Sent:
To:
Subject:

January 12, 2017 03:55 PM
CBSA-ASFC_Connplaints_Unit-Division_des_plaintes
WWW Form Submission

frmID: ccc
Confirmation: Thank you for sharing your feedback. Your message has been sent. For more information on how the
CBSA handles feedback, please visit our --FAQ Page--.
subject: Feedback Form
feedback type: complaint
email2:
first name:
family name:
phone number:
address:
city:
province state:
postal code:
country:
date_month: February
date_day: 01
date_year: 2016
time_hh:
time_mm:
location: Vancouver
feedback:

The employees asked questions that were invasive, accused me <
l

 CBSA- ReleasedundertheAccesstoInformationAct.

PROTECTED A

2

certification: yes
Submit: Submit

Mozilla/5.0 (Macintosh; Intel Mac OS X 10_10_5) AppleWebKit/602.3.12 (KHTML, like Gecko) Version/10.0.2
Safari/602.3.12

2

 PROTECTED A

From:
Sent:
To:
Subject:

January 13, 2017 12:17 AM
CBSA-ASFC_Connplaints_Unit-Division_des_plaintes
WWW Form Submission

frmID: ccc
Confirmation: Thank you for sharing your feedback. Your message has been sent. For more information on how the
CBSA handles feedback, please visit our --FAQ Page-.
subject: Feedback Form
feedback type: complaint
email2:
first name: I
family name:
phone number:
address:
city:
province state: I
postal code:
country:
date_month: January
date_day: 12
date_year: time_hh:
time_mm:
location: YVR Airport - Customs Declaration Desk
service provider: Customs & Immigration Officer
feedback: Dear Sir/Madam,

l

 PROTECTED A

2

the harsh attitude of one of your customs officer,

certification: yes
Submit: Submit

Mozilla/5.0 (Windows NT 10.0; WOW64) AppleWebKit/537.36 (KHTML, like Gecko) Chrome/52.0.2743.116
Safari/537.36

2

 PROTECTED A

From:
Sent:
To:
Subject:

January 13, 2017 05:50 PM
CBSA-ASFC_Connplaints_Unit-Division_des_plaintes
WWW Form Submission

frmID: ccc
Confirmation: Thank you for sharing your feedback. Your message has been sent. For more information on how the
CBSA handles feedback, please visit our --FAQ Page-.
subject: Feedback Form
feedback type: complaint
email2:
first name:
family name:
phone number:
address:
city:
province state:
postal code:
country: <
time_contact-hh: 17:00
date_month: January
date_day: 17
date_year: 2017
time_hh:
time_mm:
location: Vancouver International Airport
feedback:

l

 2

PROTECTED A

certification: yes
Submit: Submit

Mozilla/5.0 (iPad; CPU OS 10_1_1 like Mac OS X) AppleWebKit/602.2.14 (KHTML, like Gecko) Version/10.0
Mobile/14B100 Safari/602.1

2

 PROTECTED A

From:
Sent:
To:
Subject:

January 17, 2017 11:29 AM
CBSA-ASFC_Connplaints_Unit-Division_des_plaintes
WWW Form Submission

frmID: ccc
Confirmation: Thank you for sharing your feedback. Your message has been sent. For more information on how the
CBSA handles feedback, please visit our --FAQ Page-.
subject: Feedback Form
feedback type: complaint
email2:;
first name:
family name:
phone number:
address:
city:
province state:
postal code:
country:
date_month: January
date_day: 17
date_year: 2017
time_hh:
time_mm:
feedback:

He was suddenly irritated
l

 2

PROTECTED A

Also he sarcastically and rudely said that
the disrespectful manner and his RUDE behavior

certification: yes
Submit: Submit

Mozilla/5.0 (iPhone; CPU iPhone OS 10_2 like Mac OS X) AppleWebKit/602.3.12 (KHTML, like Gecko) Version/10.0
Mobile/14C92 Safari/602.1

2

 PROTECTED A

From:
Sent:
To:
Subject:

January 22, 2017 04:47 PM
CBSA-ASFC_Connplaints_Unit-Division_des_plaintes
WWW Form Submission

frmID: ccc
Confirmation: Thank you for sharing your feedback. Your message has been sent. For more information on how the
CBSA handles feedback, please visit our --FAQ Page-.
subject: Feedback Form
feedback type: complaint
email2:
first name:
family name:
phone number:
address:
city:
province state:
postal code:
country:
time_contact-hh: 17:00
date_month: January
date_day: 12
date_year: 2017
time_hh:
time_mm
location: YVR
feedback:
The guard was not rude,
l

 PROTECTED A

2

but she was patronizing.

certification: yes
Submit: Submit

Mozilla/5.0 (iPhone; CPU iPhone OS 10_2 like Mac OS X) AppleWebKit/602.3.12 (KHTML, like Gecko) Version/10.0
Mobile/14C92 Safari/602.1

2

 PROTECTED A

From:
Sent:
To:
Subject:

January 30, 2017 01:16 PM
CBSA-ASFC_Connplaints_Unit-Division_des_plaintes
WWW Form Submission

frmID: ccc
Confirmation: Thank you for sharing your feedback. Your message has been sent. For more information on how the
CBSA handles feedback, please visit our --FAQ Page-.
subject: Feedback Form
feedback type: complaint
email2:
first name:
family name:
phone number:
address:
city:
province state:
postal code:
country:
time_contact-hh: 10:00
date_month: January
date_day: 21
date_year: 2017
time_hh:
time_mm:
location: Vancouver International airport
feedback: To whom it may concern:

l

 PROTECTED A

2

the immigration officer made an
Order against me,

certification: yes
Submit: Submit

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2

 PROTECTED A

From:
Sent:
To:
Subject:

February 2, 2017 07:48 PM
CBSA-ASFC_Complaints_Unit-Division_des_plaintes
WWW Form Submission

frmID: ccc
Confirmation: Thank you for sharing your feedback. Your message has been sent. For more information on how the
CBSA handles feedback, please visit our --FAQ Page-.
subject: Feedback Form
feedback type: compliment
email2:
first name:
family name:
phone number:
address:
city:
province state:
postal code:
country:
time_contact-hh: 17:00
date_month: January
date_day: 13
date_year: 2017
time_hh:
time_mm:
location: Vancouver International Airport
feedback: Hello Sir/ Madam.

l

 2

PROTECTED A

He then kept me
waiting for half an hour. He then came back and said he has to take my mobile, and that if there is something on it that I
should tell him before he does.

certification: yes
Submit: Submit

Mozilla/5.0 (Linux; Android 6.0.1; SAMSUNG SM-N910F Build/MMB29M) AppleWebKit/537.36 (KHTML, like Gecko)
SamsungBrowser/4.0 Chrome/44.0.2403.133 Mobile Safari/537.36

2

 PROTECTED A

From:
Sent:
To:
Subject:

February 7, 2017 06:13 PM
CBSA-ASFC_Complaints_Unit-Division_des_plaintes
WWW Form Submission

frmID: ccc
Confirmation: Thank you for sharing your feedback. Your message has been sent. For more information on how the
CBSA handles feedback, please visit our --FAQ Page-.
subject: Feedback Form
feedback type: complaint
email2:
first name:
family name:
phone num ber:'
address:
city:
province state:
postal code:
country:
date_month: January
date_day: 17
date_year: 2017
time_hh:
time_mm:
location: Vancouver International Airport

service provider: Canadian Border Service

l

 PROTECTED A

2

exchange with one Customs person was not respectful
is offended that this language was used.

2

 PROTECTED A

3

certification: yes
Submit: Submit

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3

 PROTECTED A

From:
Sent:
To:
Subject:

February 8, 2017 07:42 PM
CBSA-ASFC_Complaints_Unit-Division_des_plaintes
WWW Form Submission

frmID: ccc
Confirmation: Thank you for sharing your feedback. Your message has been sent. For more information on how the
CBSA handles feedback, please visit our --FAQ Page-.
subject: Feedback Form
feedback type: complaint
email2:
first name:
family name:
phone number:
address:
city:
province state:
postal code:
country:
time_contact-hh: 17:00
date_month: January
date_day: 23
date_year: 2017
time_hh:
time_mm:
location: Vancouver International Airport
feedback:

l

 2

PROTECTED A

was detained by officer

in a most unprofessional manner,

certification: yes
Submit: Submit

Mozilla/5.0 (Windows NT 10.0; Win64; x64) AppleWebKit/537.36 (KHTML, like Gecko) Chrome/55.0.2883.87
Safari/537.36

2

 1

From:
Sent:
To:
Subject:

PROTECTED A

February 14, 2017 07:50 PM
CBSA-ASFC_Complaints_Unit-Division_des_plaintes
WWW Form Submission

identification: victim
confirm:
first_name:
family_name:
phone:
address:
city: I
province_state:
postal_zip:
country:
time_hh: 12
time_mm: 00
date_month: February
date_day: 07
date_year: time_hh2:
time_mm2: i
information: on
location: Vancouver International Airport (YVR)
feedback:

l

 PROTECTED A

2

The treatment I received from this officer

My appreciation and gratitude to the agents

:rom whom I received a good amount

2

was good.

 3

They give me an

PROTECTED A

order,

certification: yes
Submit: Enviar

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3

 1

PROTECTED A

From:
Sent:
To:
Subject:

CBSA-ASFC_CONTACT
February 21, 2017 11:23 AM
CBSA-ASFC_Complaints_Unit-Division_des_plaintes

Hello Complaints Unit,
Client complaint for your action.
W e will close this transaction on our end.

Thank you,
David Lamoureux
A/Technical Advisor, Border Information Services and Contact Us
Canada Border Services Agency / Government of Canada
davidJamQureux@cbsa~asfc.qc.ca / Tel 1-204-983-3413 / TTY: 866-335-3237
Conseiller Technique/I, Service d'information sur la frontiere et Contactez-nous
Agence des services frontaliers du Canada / Gouvernement du Canada
dayidJamour8ux@cbsa~asfc.qc.ca / Tel 1-204-983-3413 / ATS: 866-335-3237

From:
Sent: February 20, 2017 3:52 PM
To:
tree
Subject:

Hello

I
The officer called me at one point and said that because the Visa
requirement was lifted that they are scrutinizing

The CBS officer proceeded to interrogate him

l

 PROTECTED A

From:
Sent:
To:
Subject:

February 24, 2017 11:46 AM
CBSA-ASFC_Complaints_Unit-Division_des_plaintes
WWW Form Submission

frmID: ccc
Confirmation: Thank you for sharing your feedback. Your message has been sent. For more information on how the
CBSA handles feedback, please visit our --FAQ Page-.
subject: Feedback Form
feedback type: complaint
email2:
first name:
family name:
phone number:
address: ■
city:
province state:
postal code:
country:
time_contact-hh: 09:00
date_month: February
date_day: 23
date_year: 2017
time_hh: I
time mm:
location: Vancouver international air port

l

 PROTECTED A

service provider: Crossing immigration counter service
feedback: Hello there,

The officer although being rude and stern with his voice, started off by asking questions that
of his job;

are a part

certification: yes
Submit: Submit

Mozilla/5.0 (iPhone; CPU iPhone OS 10_2_1 like Mac OS X) AppleWebKit/602.4.6 (KHTML, like Gecko) Version/10.0
Mobile/14D27 Safari/602.1

2
2

 1

PROTECTED A

M cphail, M arshall
From:
Sent:
To:
Subject:

February 27, 2017 05:05 AM
CBSA-ASFC_Complaints_Unit-Division_des_plaintes
WWW Form Submission

frmID: ccc
Confirmation: Thank you for sharing your feedback. Your message has been sent. For more information on how the
CBSA handles feedback, please visit our --FAQ Page-.
subject: Feedback Form
feedback type: complaint
email2:
first name:
family name:
phone number:
address:
city:
province state:
postal code:
country:
time_contact-hh: 16:00
date_month: February
date_day: 27
date_year: 2017
time_hh:
time_mm:
location: YVR airport - Richmond Canada
service provider: Canada Border Service Agent

l

 PROTECTED A

2

feedback:

As I was walking past the gentlemen one of your employees felt it was
necessary to say —

The comment he made was not only un-acceptable but it was
harassment and discrimination

Thank you

certification: yes
Submit: Submit

Mozilla/5.0 (Macintosh; Intel Mac OS X 10_12_3) AppleWebKit/602.4.8 (KHTML, like Gecko) Version/10.0.3
Safari/602.4.8

2

 PROTECTED A

From:
Sent:
To:
Subject:

February 28, 2017 01:47 PM
CBSA-ASFC_Complaints_Unit-Division_des_plaintes
WWW Form Submission

frmID: ccc
Confirmation: Thank you for sharing your feedback. Your message has been sent. For more information on how the
CBSA handles feedback, please visit our --FAQ Page-.
subject: Feedback Form
feedback type: complaint
email2:
first name:
family name:
phone number:
address:
city
province state:
postal code:
country:
time_contact-hh: 12:00
date_month: February
date_day: 10
date_year: 2017
time_hh: I
time m m :;
location: Vancuber

l

 CBSA- Released um 91 the Access #2 \Mnrmamm Ac 
ASFC Irmlgahan en vein :12 \a \m su? \?Acses I?mla?mahan

2 PROTECTED A

feed back:

3

PROTECTED A

certification: yes
Submit: Submit

Mozilla/5.0 (iPhone; CPU iPhone OS 10_2_1 like Mac OS X) AppleWebKit/602.4.6 (KHTML, like Gecko) Version/10.0
Mobile/14D27 Safari/602.1

3

 Payette, Ryan
From:
Sent:
To:
Subject:

March 1, 2017 11:10 AM
CBSA-ASFC_Complaints_Unit-Division_des_plaintes
WWW Form Submission

frmID: ccc
Confirmation: Thank you for sharing your feedback. Your message has been sent. For more information on how the
CBSA handles feedback, please visit our --FAQ Page--.
subject: Feedback Form
feedback type: complaint
email2:
first name: I
family name:!
phone number:
address:
city:
province state:
postal code:
country: I
time_contact-hh: 11:00
date_month: July
date_day: 24
date_year: 2016
time_hh:
time_mm:
location: Vancouver
feedback:

l

 Eventually an agent interrogated me and asked lots
of questions

certification: yes
Submit: Submit

Mozilla/5.0 (Macintosh; Intel Mac OS X 10_12_0) AppleWebKit/537.36 (KHTML, like Gecko) Chrome/56.0.2924.87
Safari/537.36

2

 PROTECTED A

From:
Sent:
To:
Subject:

March 27, 2017 12:49 AM
CBSA-ASFC_Complaints_Unit-Division_des_plaintes
WWW Form Submission

frmID: ccc
Confirmation: Thank you for sharing your feedback. Your message has been sent. For more information on how the
CBSA handles feedback, please visit our --FAQ Page-.
subject: Feedback Form
feedback type: complaint
email2:
first name:
family name::
phone number:
address:
city:
province state:
postal code:
country:
time_contact-hh: 10:00
date_month: January
date_day: 15
date_year: 2017
time_hh:
time_mm:
location: Yvr
feedback:

l

 2

this is not

PROTECTED A

. Officer
quickly and rudely advised : !
we do things differently here.

certification: yes
Submit: Submit

Mozilla/5.0 (iPhone; CPU iPhone OS 9_3_2 like Mac OS X) AppleWebKit/601.1.46 (KHTML, like Gecko) Version/9.0
Mobile/13F69 Safari/601.1

2

 PROTECTED A

From:
Sent:
To:
Subject:

March 28, 2017 01:22 AM
CBSA-ASFC_Complaints_Unit-Division_des_plaintes
WWW Form Submission

frmID: ccc
Confirmation: Thank you for sharing your feedback. Your message has been sent. For more information on how the
CBSA handles feedback, please visit our --FAQ Page-.
subject: Feedback Form
feedback type: complaint
email2:
first name:
family name
phone number:
address:
c ity :!
province state:
postal code:
country: I
time_contact-hh: 09:00
date_month: March
date_day: 26
date_year: 2017
time_hh:
time mm:
location: Passport control

l

 2
service provider: Passport Control - Canada Border Services Agency

PROTECTED A

feedback:

The level of rudeness
inappropriate, and unprofessional. I

was

Not only was the questioning inappropriate, but the tone in which the questions were
asked was hostile, rude, and extremely unprofessional.

certification: yes
Submit: Submit

Mozilla/5.0 (Windows NT 10.0; Win64; x64) AppleWebKit/537.36 (KHTML, like Gecko) Chrome/51.0.2704.79
Safari/537.36 Edge/14.14393

2

 Payette, Ryan
From:
Sent:
To:
Subject:

June 19, 2017 07:27 PM
CBSA-ASFC_Complaints_Unit-Division_des_plaintes
WWW Form Submission

frmID: ccc
Confirmation: Thank you for sharing your feedback. Your message has been sent. For more information on how the
CBSA handles feedback, please visit our --FAQ Page--.
subject: Feedback Form
feedback type: complaint
email2:
first name:
family name:
phone number
address:
city:
province state: i
postal code:
country:
time_contact-hh: 10:00
date_month: June
date_day: 19
date_year: 2017
time_hh: (
time mm:
location:

Airlines entrance

l

 feedback: I

there was one security border guard who refused to listen to me

and who was very rude

certification: yes
Submit: Submit

Mozilla/5.0 (Windows NT 10.0; Win64; x64) AppleWebKit/537.36 (KHTML, like Gecko) Chrome/58.0.3029.110
Safari/537.36

2

 Payette, Ryan
From:
Sent:
To:
Subject:

June 20, 2017 10:50 PM
CBSA-ASFC_Connplaints_Unit-Division_des_plaintes
WWW Form Submission

frmID: ccc
Confirmation: Thank you for sharing your feedback. Your message has been sent. For more information on how the
CBSA handles feedback, please visit our --FAQ Page--.
subject: Feedback Form
feedback type: complaint
email2:
first name: I
family name:
phone number:
address:!
city:
province state:
postal code:
country:
time_contact-hh: 12:00
date_month: May
date_day: 24
date_year: 2017
time_hh:
time_mm:
location: CBSA office Vancouver International Airport, 5000 Miller Rd., #113 Richmond, BC., CA., V7B1K6
feedback:
:omplaining to the officer
CBSA office located in Vancouver International Airport.
l

working for

 certification: yes
Submit: Submit

Mozilla/5.0 (Windows NT 10.0; Win64; x64) AppleWebKit/537.36 (KHTML, like Gecko) Chrome/58.0.3029.110
Safari/537.36

2

 Payette, Ryan
From:
Sent:
To:
Subject:

October 13, 2017 01:41 AM
CBSA-ASFC_Complaints_Unit-Division_des_plaintes
WWW Form Submission

frmID: ccc
Confirmation: Thank you for sharing your feedback. Your message has been sent. For more information on how the
CBSA handles feedback, please visit our --FAQ Page--.
subject: Feedback Form
feedback type: complaint
email2:
first name:
family name:
phone number
address:
city:
province state:
postal code:
country:
time_contact-hh: 12:00
date_month: October
date_day: 09
date_year: 2017
time_hh:
time_mm:
location: Vancouver International Airport
feedback:

l

 Whilst
the searching

A/as being undertaken, another officer took my passport away

certification: yes
Submit: Submit

Mozilla/5.0 (iPhone; CPU iPhone OS 10_3_3 like Mac OS X) AppleWebKit/603.3.8 (KHTML, like Gecko) Mobile/14G60

2

 Payette, Ryan
From:
Sent:
To:
Subject:

October 18, 2017 05:15 AM
CBSA-ASFC_Complaints_Unit-Division_des_plaintes
WWW Form Submission

frmID: ccc
Confirmation: Thank you for sharing your feedback. Your message has been sent. For more information on how the
CBSA handles feedback, please visit our --FAQ Page--.
subject: Feedback Form
feedback type: complaint
email2:
first name: i
family name:
phone number:
address:
city:
province state:
postal code:
country:
time_contact-hh: 11:00
date_month: October
date_day: 06
date_year: 2017
time_hh:
time mm:
location: YVR - Vancouver airport

l

 service provider:
feedback:,

were questioned intensively

Additionally, security asked them to unlock their phones and checked their photos and their Whatsapp messages!!!

2

 CBSA- ReleasedundertheAccesstoInformationAct.

certification: yes
Submit: Submit

Mozilla/5.0 (Macintosh; Intel Mac OS X 10_11_6) AppleWebKit/537.36 (KHTML, like Gecko) Chrome/61.0.3163.100
Safari/537.36

3

 Payette, Ryan
From:
Sent:
To:
Subject:

December 31, 2017 11:44 AM
CBSA-ASFC_Complaints_Unit-Division_des_plaintes
WWW Form Submission

frmID: ccc
Confirmation: Thank you for sharing your feedback. Your message has been sent. For more information on how the
CBSA handles feedback, please visit our --FAQ Page--.
subject: Feedback Form
feedback type: complaint
em ail2:.
first name:
family name:
phone number: 1
address:
city:
province state: I
postal code:
country: <
time_contact-hh: 09:00
date_month: December
date_day: 23
date_year: 2017
time_hh:
time_mm: ■
location: YVR
feedback:'

l

 taking advantage of ones position and being rude is
unacceptable.

certification: yes
Submit: Submit

Mozilla/5.0 (Linux; Android 7.0; SM-G950W Build/NRD90M) AppleWebKit/537.36 (KHTML, like Gecko)
Chrome/63.0.3239.I l l Mobile Safari/537.36
vntll73121356

2

 Payette, Ryan
From:
Sent:
To:
Subject:

January 3, 2018 11:53 PM
CBSA-ASFC_Connplaints_Unit-Division_des_plaintes
WWW Form Submission

frmID: ccc
Confirmation: Thank you for sharing your feedback. Your message has been sent. For more information on how the
CBSA handles feedback, please visit our --FAQ Page--.
subject: Feedback Form
feedback type: complaint
email2
first name:
family name:
phone number:
address:
city:
province state: I
postal code:1
country:
time_contact-hh: 13:00
date_month: January
date_day: 03
date_year: time_hh:
time_mm: location: Vancouver Airport
feedback: Hello,

l

 . The agent refused to stamp my passport and explained that they only stamp visitors'
passports who are staying in Canada for up to 6 months.

certification: yes
Submit: Submit

Mozilla/5.0 (Windows NT 10.0; Win64; x64) AppleWebKit/537.36 (KHTML, like Gecko) Chrome/63.0.3239.84
Safari/537.36
vntll73121356

2

 Payette, Ryan
From:
Sent:
To:
Subject:

January 12, 2018 12:48 PM
CBSA-ASFC_Connplaints_Unit-Division_des_plaintes
WWW Form Submission

identification::
confirm
first_name:
family_name: I
phone:
address:
city:
province_state: I
postal_zip:
country: <
time_hh: 17
time_mm: 00
staff_contact: YVR CBS officers
date_month: January
date_day: 11
date_year: time_hhi
time_mm
information: on
participation: on
protection: on
location: Vancouver, YVR
l

 feedback:
They also spoke to me in a very condescending way.
certification: yes
Submit: Submit

Mozilla/5.0 (Linux; Android 4.4.2; A1-840FHD Build/KOT49H) AppleWebKit/537.36 (KHTML, like Gecko)
Chrome/63.0.3239.I l l Safari/537.36
vntll73121356

2

 1

PROTECTED A

Mcphail, Marshall
From:
Sent:
To:
Subject:

January 25, 2018 02:02 PM
CBSA-ASFC_Connplaints_Unit-Division_des_plaintes
WWW Form Submission

frmID: ccc
Confirmation: Thank you for sharing your feedback. Your message has been sent. For more information on how the
CBSA handles feedback, please visit our --FAQ Page-.
subject: Feedback Form
feedback type: complaint
email2:
first name:
family name:
phone number:
address:
city:
province state:
postal code:
country:
time_contact-hh: 10:00
date_month: January
date_day: 18
date_year: 2018
time_hh:
time mm:
location: YVR CUSTOMS ENTRY

l

 2

PROTECTED A

service provider: CUSTOMS/IMMIGRATION
feedback:

I was pulled aside

\

The officer then became agitated with me and

certification: yes
Submit: Submit

Mozilla/5.0 (Windows NT 10.0; Win64; x64) AppleWebKit/537.36 (KHTML, like Gecko) Chrome/63.0.3239.132
Safari/537.36
vntll73121356

2

 Payette, Ryan
From:
Sent:
To:
Subject:

January 31, 2018 09:26 PM
CBSA-ASFC_Connplaints_Unit-Division_des_plaintes
WWW Form Submission

frmID: ccc
Confirmation: Thank you for sharing your feedback. Your message has been sent. For more information on how the
CBSA handles feedback, please visit our --FAQ Page--.
subject: Feedback Form
feedback type: complaint
email2:
first name:
family name:
phone number:
address:
city:
province state:
postal code:
country:
time_contact-hh: 16:00
date_month: January
date_day: 18
date_year: 2018
time_hh:
time mm:
location: Vancouver International Airport

l

 service provider:
feedback:

Upon arriving at the Vancouver airport the migration agents after waiting more than 6 hours and being with them,

certification: yes
Submit: Submit

Mozilla/5.0 (iPhone; CPU iPhone OS 10_3_3 like Mac OS X) AppleWebKit/603.1.30 (KHTML, like Gecko)
CriOS/64.0.3282.112 Mobile/14G60 Safari/602.1
vntll73121356

2

 Payette, Ryan
From:
Sent:
To:
Subject:

February 6, 2018 05:58 PM
CBSA-ASFC_Complaints_Unit-Division_des_plaintes
WWW Form Submission

frmID: ccc
Confirmation: Thank you for sharing your feedback. Your message has been sent. For more information on how the
CBSA handles feedback, please visit our --FAQ Page--.
subject: Feedback Form
feedback type: complaint
email2:
first name:
family name:
phone number:
address:'
city:
province state:
postal code:
country: <
time_contact-hh: 10:00
date_month: February
date_day: 06
date_year: 2018
time_hh:
time_mm:
location: YVR Vancouver AIRPORT

service provider: Immgiration office

l

 feedback

immediately shows a very rude attitude.

certification: yes
Submit: Submit

Mozilla/5.0 (Linux; Android 7.1.1; F8132 Build/41.2.A.7.76) AppleWebKit/537.36 (KHTML, like Gecko)
Chrome/58.0.3029.83 Mobile Safari/537.36
vntll73121356

2

 Payette, Ryan
From:
Sent:
To:
Subject:

February 7, 2018 11:13 AM
CBSA-ASFC_Complaints_Unit-Division_des_plaintes
WWW Form Submission

frmID: ccc
Confirmation: Thank you for sharing your feedback. Your message has been sent. For more information on how the
CBSA handles feedback, please visit our --FAQ Page--.
subject: Feedback Form
feedback type: complaint
email2:
first name:
family name:
phone number:
address:
city:
province state:
postal code:
country:
time_contact-hh: 17:00
date_month: November
date_day: 18
date_year: 2017
time_hh:
time mm:
location: Vancouver

l

 service provider:

feedback: I

held me at customs for five hours.

Five hours in customs is not necessary
2

 He was done his search

and he kept

asking me things

certification: yes
Submit: Submit

Mozilla/5.0 (Windows NT 10.0; Win64; x64) AppleWebKit/537.36 (KHTML, like Gecko) Chrome/63.0.3239.132
Safari/537.36
vntll73121356

3

 Payette, Ryan
From:
Sent:
To:
Subject:

February 7, 2018 11:18 AM
CBSA-ASFC_Complaints_Unit-Division_des_plaintes
WWW Form Submission

frmID: ccc
Confirmation: Thank you for sharing your feedback. Your message has been sent. For more information on how the
CBSA handles feedback, please visit our --FAQ Page--.
subject: Feedback Form
feedback type: complaint
email2:
first name:
family name: I
phone number:
address:
city:
province state:
postal code:
country:
time_contact-hh: 15:00
date_month: December
date_day: 16
date_year: 2017
time_hh:
time_mm:
location: Vancouver

feedback:

l

 he keep asking me questions

certification: yes
Submit: Submit

Mozilla/5.0 (Windows NT 10.0; Win64; x64) AppleWebKit/537.36 (KHTML, like Gecko) Chrome/63.0.3239.132
Safari/537.36
vntll73121356

2

 Payette, Ryan
From:
Sent:
To:
Subject:

February 7, 2018 11:23 AM
CBSA-ASFC_Complaints_Unit-Division_des_plaintes
WWW Form Submission

frmID: ccc
Confirmation: Thank you for sharing your feedback. Your message has been sent. For more information on how the
CBSA handles feedback, please visit our --FAQ Page--.
subject: Feedback Form
feedback type: complaint
email2:
first name:
family name: I
phone number:
address:
city:
province state:
postal code:
country: Canada
time_contact-hh: 15:00
date_month: December
date_day: 17
date_year: 2018
time_hh:
time_mm:
location: Vancouver
feedback:

l

  

was interrogated for over five hours a series of bizarre questions about

CBSA- ReleasedundertheAccesstoInformationAct.

certification: yes
Submit: Submit

Mozilla/5.0 (Windows NT 10.0; Win64; x64) AppleWebKit/537.36 (KHTML, like Gecko) Chrome/63.0.3239.132
Safari/537.36
vntll73121356

3

 Payette, Ryan
From:
Sent:
To:
Subject:

February 7, 2018 11:25 AM
CBSA-ASFC_Complaints_Unit-Division_des_plaintes
WWW Form Submission

frmID: ccc
Confirmation: Thank you for sharing your feedback. Your message has been sent. For more information on how the
CBSA handles feedback, please visit our --FAQ Page--.
subject: Feedback Form
feedback type: complaint
email2: j
first name:
family name:
phone number:
address:
city:
province state:
postal code:
country: Canada
time_contact-hh: 15:00
date_month: December
date_day: 17
date_year: 2017
time_hh: :
time_mm:

)

location: Vancouver
feedback:

l

  

this harassment and lengthily and excessive interrogation
cease

certification: yes
Submit: Submit

Mozilla/5.0 (Windows NT 10.0; Win64; x64) AppleWebKit/537.36 (KHTML, like Gecko) Chrome/63.0.3239.132
Safari/537.36
vntll73121356

3

 Payette, Ryan
From:
Sent:
To:
Subject:

February 27, 2018 12:42 PM
CBSA-ASFC_Complaints_Unit-Division_des_plaintes
WWW Form Submission

frmID: ccc
Confirmation: Thank you for sharing your feedback. Your message has been sent. For more information on how the
CBSA handles feedback, please visit our --FAQ Page--.
subject: Feedback Form
feedback type: complaint
email2:
first name:
family name
phone number:
address:
city:
province state: ‘
postal code:
country: Canada
time_contact-hh: 11:00
date_month: April
date_day: 05
date_year: 2018
time_hh:
time_mm:
location: Vancouver arrivals.international
feedback:

l

 certification: yes
Submit: Submit

Mozilla/5.0 (Linux; Android 6.0; CAM-L03 Build/HUAWEICAM-L03) AppleWebKit/537.36 (KHTML, like Gecko)
Chrome/64.0.3282.137 Mobile Safari/537.36
vntll73121356

2

 Payette, Ryan
From:
Sent:
To:
Subject:

February 14, 2018 03:05 AM
CBSA-ASFC_Complaints_Unit-Division_des_plaintes
WWW Form Submission

frmID: ccc
Confirmation: Thank you for sharing your feedback. Your message has been sent. For more information on how the
CBSA handles feedback, please visit our --FAQ Page--.
subject: Feedback Form
feedback type: complaint
email2:
first name
family name:
phone number:
address:
city
province state:
postal code:
country: i
time_contact-hh: 16:00
date_month: June
date_day: 05
date_year: 2018
time_hh:
time mm:
location: Vancouver international arrivals

l

 service provider:
feedback:

certification: yes
Submit: Submit

Mozilla/5.0 (Windows NT 10.0; Win64; x64) AppleWebKit/537.36 (KHTML, like Gecko) Chrome/63.0.3239.132
Safari/537.36
vntll73121356

2

 Payette, Ryan
From:
Sent:
To:
Subject:

February 10, 2018 03:03 AM
CBSA-ASFC_Complaints_Unit-Division_des_plaintes
WWW Form Submission

frmID: ccc
Confirmation: Thank you for sharing your feedback. Your message has been sent. For more information on how the
CBSA handles feedback, please visit our --FAQ Page--.
subject: Feedback Form
feedback type: complaint
email2:
first name:
family name:
phone number:
address:
city:
province state:
postal code:
country:
time_contact-hh: 17:00
date_month: February
date_day: 08
date_year: 2018
time_hh:
time_mm:
location: Vancouver International Airport Passanger Operation
feedback:

l

 They
refused to give support.

the manners of those unprofessional attendants.

certification: yes
Submit: Submit

Mozilla/5.0 (Linux; Android 7.1.1; SM-N9500 Build/NMF26X) AppleWebKit/537.36 (KHTML, like Gecko)
Chrome/64.0.3282.137 Mobile Safari/537.36
vntll73121356

2

 Payette, Ryan
From:
Sent:
To:
Subject:

February 25, 2018 12:29 AM
CBSA-ASFC_Complaints_Unit-Division_des_plaintes
WWW Form Submission

frmID: ccc
Confirmation: Thank you for sharing your feedback. Your message has been sent. For more information on how the
CBSA handles feedback, please visit our --FAQ Page--.
subject: Feedback Form
feedback type: complaint
email2:
first name:
family name:
phone number:
address:
city:
province state: ‘
postal code
country:
time_contact-hh: 15:00
date_month: February
date_day: 05
date_year: 2018
time_hh: :
time_mm:
location: richmond be
service provider: ebsa

l

 feedback:
The CBSA officer used his
car to block one of the employees

certification: yes
Submit: Submit

Mozilla/5.0 (Windows NT 5.1; WOW64; rv:40.0) Gecko/20100101 Firefox/40.0
vntll73121356

2

 Payette, Ryan
From:
Sent:
To:
Subject:

March 10, 2018 08:49 PM
CBSA-ASFC_Complaints_Unit-Division_des_plaintes
WWW Form Submission

frmID: ccc
Confirmation: Thank you for sharing your feedback. Your message has been sent. For more information on how the
CBSA handles feedback, please visit our --FAQ Page--.
subject: Feedback Form
feedback type: complaint
email2:
first name:
family name:
phone number: 1
address
city:
province state:
postal code:
country:
time_contact-hh: 16:00
date_month: July
date_day: 03
date_year: 2017
time_hh: (
time_mm:
location: YVR Airport
feedback:

l

 unproffessional

asked me series of questions

 

certification: yes
Submit: Submit

Mozilla/5.0 (Windows NT 10.0; Win64; x64; rv:57.0) Gecko/20100101 Firefox/57.0
vntll73121356

3

 PROTECTED A

From:
Sent:
To:
Cc:
Subject:
CFN please

GTAR Correspondence RDGO / RGT Correspondence BDGR (CBSA/ASFC)
February 27, 2017 11:08 AM
CBSA-ASFC_Complaints_Unit-Division_des_plaintes
GTAR Correspondence RDGO / RGT Correspondance BDGR (CBSA/ASFC)
New complaint

From: Chan, WilliamW
Sent: February 21, 2017 7:35 AM
To: Chamieh, Elie
Cc: Karsakis, Tina; Marie, John; Saxby, Luisa
Subject: Fw: Arrival terminal 3

Else,
W o u ld you be able to s ta rt our process on this incident?
Thank you.

Will

Sent fro m my BlackBerry

10 sm artphone on th e Rogers n etw o rk .

From: Goodlet, Kirk < Kirk.Goodlet@ataa.com>
Sent: Monday, February 20, 2017 11:48 AM
To: Karsakis, Tina; Chan, WilliamW; Marie, John; Saxby, Luisa
Cc: Puster, Maria
Subject: Fwd: Arrival terminal 3 '

Good morning all,
Please see the below complaint from a passenger traveling
Regards,

Kirk W. Goodlet
Manager, Border Services Programs
Greater Toronto Airports Authority (GTAA)
Customer & Terminal Services
Office: 416-776-9022 Mobile:
In support o f our ISO 14001 program, please avoid printing e-mails whenever possible.
Begin forwarded message:
l

 1
PROTECTED A

From: Greater Toronto Airports Authority <customer service@,gtaa.com>
Date: February 20, 2017 at 11:40:36 EST
To: "Puster, Maria" <maria.puster@gtaa.com>, Kirk Goodlet <kirk.goodlet@gtaa.com>
Subject: Fwd: Arrival terminal 3
Reply-To: Greater Toronto Airports Authority <customer service@,gtaa.com>
Hi ,
Please see th e c o m m en ts below . I will send CBSA con tact details.
T h a n k you,
D rag an a

On M on, 2 0 Feb a t 4 : 3 2 AM ,
On S a tu rd a y Feb 1 8 /1 7

w rote:

Then one o f th e m ale officers s ta rte d yelling a t m e

2
2

 Payette, Ryan
From:
Sent:
To:
Subject:

March 20, 2018 04:48 PM
CBSA-ASFC_Complaints_Unit-Division_des_plaintes
WWW Form Submission

frmID: ccc
Confirmation: Thank you for sharing your feedback. Your message has been sent. For more information on how the
CBSA handles feedback, please visit our --FAQ Page--.
subject: Feedback Form
feedback type: complaint
email2:
first name:
family name:
phone number:
address
city:
province state:
postal code:
country:
time_contact-hh: 11:00
date_month: March
date_day: 11
date_year: 2018
time_hh:
time_mm
location: yvr
feedback: Hello,

l

 There was a lot "sit down

'go there1 don't come here" "do not stand here

it really really was rude ;

the agents at the from checking passports who had to greet so many people were wonderful

certification: yes
Submit: Submit

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2

 Payette, Ryan
From:
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March 22, 2018 02:38 PM
CBSA-ASFC_Complaints_Unit-Division_des_plaintes
WWW Form Submission

frmID: ccc
Confirmation: Thank you for sharing your feedback. Your message has been sent. For more information on how the
CBSA handles feedback, please visit our --FAQ Page--.
subject: Feedback Form
feedback type: complaint
email2:
first name:
family name:
phone number:
address:
c ity :!
province state:
postal code:
country:
time_contact-hh: 17:00
date_month: March
date_day: 20
date_year: 2018
time_hh:
time mm:
location: YVRl

l

 service provider:
feedback:

the immigration line was particularly s lo w ,:

He appeared annoyed
le asked me what brought me to Canada, again in a very rude and short
manner.

in a very rude manner with his face all frowned up,

certification: yes
Submit: Submit

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v n tll7 3 1 2 1 3 5 6
2

 1

KKUItUltUA

Mcphail, Marshall
From:
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March 29, 2018 06:42 PM
CBSA-ASFC_Complaints_Unit-Division_des_plaintes
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frmID: ccc
Confirmation: Thank you for sharing your feedback. Your message has been sent. For more information on how the
CBSA handles feedback, please visit our -FAQ Page-.
subject: Feedback Form
feedback type: complaint
email2:
first name: I
family name:
phone number:
address:
city:
province state: I
postal code:1
country:
time_contact-hh: 17:00
date_month: March
date_day: 27
date_year: 2018
time_hh:
time_mm:
location: YVR Airport
feedback:
During the screening process at the hands of a rather aggressive officer which took almost 3 hours
l

 2
• 11

1

PROTECTED A
■ --------

I'

'

'

i

. i

r*

i

i*

•

.

.*

. i

i

.1

.i

certification: yes
Submit: Submit

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 PROTECTED A

1

From:
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Subject:
frmID: ccc

February 28, 2017 11:18AM
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Confirmation: Thank you for sharing your feedback. Your message has been sent. For more information on how the
CBSA handles feedback, please visit our --FAQ Page--.
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feedback type: complaint
email2:
first name:
family name: I
phone number:
address:
city:
province state:
postal code:
country:
time_contact-hh: 11:00
date_month: February
date_day: 27
date_year: 2017
time_hh:
tim ejTim
location: Lester Pearson Airport - Terminal 3
feedback:

 l
2

PROTECTEDA

The introduction of automatic screening for Canadian and US Citizens did not make

things easie
An airport employee refused direct entry to the visitor/goods to declare line.
She d id n o t p r o v id e a n y in fo r m a t io n re g a rd in g t h e c o m p la in t p ro c e s s CBSA has a v a ila b le .

certification: yes
Submit: Submit

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 PROTECTED A

1

M cphail, M arshall
From:
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Subject:

April 1, 2018 02:33 PM
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frmID: ccc
Confirmation: Thank you for sharing your feedback. Your message has been sent. For more information on how the
CBSA handles feedback, please visit our --FAQ Page-.
subject: Feedback Form
feedback type: comment
email2:
first name:
family name:
phone number:
address:
c ity :"
province state:
postal code:1
country:
time_contact-hh: 11:00
date_month: March
date_day: 21
date_year: 2018
time_hh:
time_mm: '
location: Yvr
feedback:

l

 PROTECTED A

2

The female customs officer was also very rude i

certification: yes
Submit: Submit

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1

March 27,2018

R e c o u rse D irectorate
Direction dcri* r& cours
RECEJVEO - I

i
AV

AP

i 2018

4

Jeffrey Strickland
Sinior Program Advisor
Recourse Directorate

Dear Mr.Strickland
On Sunday March 25,2018

, again

another INHUMANITY, IMPOLITE behavior, I did see from your Boarder Agency officers in
Vancouver

..................

1-The officers are offensive , impolite and churlish

1

 CBSA- Released um 91 the Access #2 \Mnrmamm Ac 
ASFC Irmlgahan en vein :12 \a \m su? \?Acses I?mla?mahan

 

2 PROTECTED A

 

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1

M cphail, M arshall
From:
Sent:
To:
Subject:

April 13, 2018 12:13 AM
CBSA-ASFC_Complaints_Unit-Division_des_plaintes
WWW Form Submission

frmID: ccc
Confirmation: Thank you for sharing your feedback. Your message has been sent. For more information on how the
CBSA handles feedback, please visit our --FAQ Page-.
subject: Feedback Form
feedback type: complaint
email2:
first name:
family name:
phone number:
address:
city:
province state: <
postal code:
country: <
time_contact-hh: 14:00
date_month: April
date_day: 05
date_year: 2018
time_hh: :
time mm: (
location: YVR,Vancouver International Airport

l

 PROTECTED A

2

feedback:

,A CBSA officer i

stopped us and begun asking questions,\
That officer interrogated us for almost four hours questioning our reason for

visiting Vancouver

certification: yes
Submit: Submit

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Mcphail, Marshall___________________________________________________________________
From:
Sent:
To:
Subject:

April 20, 2018 01:15 AM
CBSA-ASFC_Complaints_Unit-Division_des_plaintes
WWW Form Submission

frmID: ccc
Confirmation: Thank you for sharing your feedback. Your message has been sent. For more information on how the
CBSA handles feedback, please visit our --FAQ Page-.
subject: Feedback Form
feedback type: complaint
email2:
first name:
family name:
phone number:
address:
c ity :!
province state:
postal code:
country:
date_month: January
date_day: 21
date_year: 2018
time_hh:
time_mm:
location: yvr
feedback:

l

 PROTECTED A

2

The first 1

cbsa officer that I interacted with, remained calm, professional and directed me to wait for inspection

Shortly thereafter

approached me in an extremely hostile and aggressive manner.
was rude, confrontational and unprofessional! i repeatedly attempted to
orchestrate a physical escalation and intimate me, in vain.

certification: yes
Submit: Submit

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Mcphail, Marshall___________________________________________________________________
From:
Sent:
To:
Subject:

April 21, 2018 04:53 PM
CBSA-ASFC_Complaints_Unit-Division_des_plaintes
WWW Form Submission

frmID: ccc
Confirmation: Thank you for sharing your feedback. Your message has been sent. For more information on how the
CBSA handles feedback, please visit our --FAQ Page-.
subject: Feedback Form
feedback type: comment
email2:
first name:
family name:
phone number:
address:
city:
province state:
postal code:
country:
time_contact-hh: 12:00
date_month: April
date_day: 14
date_year: 2018
time_hh:
time_mm:
location: Vancouver Airport border
service provider

l

 2

PROTECTED A

feedback:
The imigration official in the Nexus lane was absolutely infuriated
grabbed
the paper out i

and yelled

certification: yes
Submit: Submit

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2

 Payette, Ryan
From:
Sent:
To:
Subject:

April 22, 2018 08:05 PM
CBSA-ASFC_Complaints_Unit-Division_des_plaintes
WWW Form Submission

frmID: ccc
Confirmation: Thank you for sharing your feedback. Your message has been sent. For more information on how the
CBSA handles feedback, please visit our --FAQ Page--.
subject: Feedback Form
feedback type: complaint
email2:
first name:
family name
phone number:
address:
city:
province state:
postal code:
country:
time_contact-hh: 09:00
date_month: April
date_day: 10
date_year: 2018
time_hh: 1
time_mm:

i

location: Vancouver airpoet
feedback:

l

 His tone was that of "you're
going to jail
The agent sternly talked to us which wasn't deserved.

certification: yes
Submit: Submit

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2

 Payette, Ryan
From:
Sent:
To:
Subject:

April 23, 2018 05:25 PM
CBSA-ASFC_Complaints_Unit-Division_des_plaintes
WWW Form Submission

frmID: ccc
Confirmation: Thank you for sharing your feedback. Your message has been sent. For more information on how the
CBSA handles feedback, please visit our --FAQ Page--.
subject: Feedback Form
feedback type: complaint
email2:
first name:'
family name
phone number:
address:
city: I
province state:
postal code:
country:
time_contact-hh: 10:00
date_month: April
date_day: 20
date_year: 2018
time_hh:
time_mm:
location: YVR
service provider: Border Agents

l

 fp p d h a rk :

what ended up bring more than 4 hours of hell 1

urn on
many occasions rudely telling people to 'sit down and shut up'. Or yelling at people

As I said before this went on for over 4hours.

certification: yes

2

 Submit: Submit

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Mcphail, Marshall___________________________________________________________________
From:
Sent:
To:
Subject:

April 24, 2018 05:43 PM
CBSA-ASFC_Complaints_Unit-Division_des_plaintes
WWW Form Submission

frmID: ccc
Confirmation: Thank you for sharing your feedback. Your message has been sent. For more information on how the
CBSA handles feedback, please visit our --FAQ Page-.
subject: Feedback Form
feedback type: complaint
email2:
first name:
family name:
phone number:
address:
city:
province state
postal code:
country:
time_contact-hh: 13:00
date_month: April
date_day: 22
date_year: 2018
time_hh: i
time_mm
location: YVR
service provider: CBSA

l

 2

PROTECTED A

feedback:
breaching pnvdcy..

has tagged me

certification: yes
Submit: Submit

Mozilla/5.0 (iPhone; CPU iPhone OS 11_3 like Mac OS X) AppleWebKit/605.1.15 (KHTML, like Gecko) Version/11.0
Mobile/15E148 Safari/604.1
vnt!173121356

2

 Payette, Ryan
From:
Sent:
To:
Subject:

April 28, 2018 10:04 AM
CBSA-ASFC_Complaints_Unit-Division_des_plaintes
WWW Form Submission

frmID: ccc
Confirmation: Thank you for sharing your feedback. Your message has been sent. For more information on how the
CBSA handles feedback, please visit our --FAQ Page--.
subject: Feedback Form
feedback type: complaint
email2:
first name:
family name:
phone number: ■
address: I
city: I
province state:
postal code: country:
time_contact-hh: 10:00
date_month: April
date_day: 20
date_year: 2018
time_hh:
time_mm:
location: Immigration Vancouver Airport
feedback: Dear CBSA,

l

 a formal complaint regarding the attitude of one of your staff members handling immigration at
Vancouver International Airport. '

She then grew extremely angry and berated me

certification: yes
Submit: Submit

2

 Mozilla/5.0 (Windows NT 6.1; Win64; x64) AppleWebKit/537.36 (KHTML, like Gecko) Chrome/65.0.3325.181
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3

 Payette, Ryan
From:
Sent:
To:
Subject:

May 4, 2018 04:22 AM
CBSA-ASFC_Complaints_Unit-Division_des_plaintes
WWW Form Submission

frmID: ccc
Confirmation: Thank you for sharing your feedback. Your message has been sent. For more information on how the
CBSA handles feedback, please visit our --FAQ Page--.
subject: Feedback Form
feedback type: complaint
email2: i
first name: I
family name:
phone number:
address:
c ity :'
province state
postal code:
country:
time_contact-hh: 12:00
date_month: May
date_day: 03
date_year: 2018
time_hh: ]
time_mm:
location: YVR
feedback: Dear CBSA,

l

 She was dismissive, unclear in her instruction,

His tone was condescending and rude, and he did not offer any
help c

certification: yes
Submit: Submit

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2

 Payette, Ryan
From:
Sent:
To:
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May 7, 2018 04:28 PM
CBSA-ASFC_Complaints_Unit-Division_des_plaintes
WWW Form Submission

frmID: ccc
Confirmation: Thank you for sharing your feedback. Your message has been sent. For more information on how the
CBSA handles feedback, please visit our --FAQ Page--.
subject: Feedback Form
feedback type: complaint
email2:
first name:
family name:
phone number:
address:
city
province state:
postal code:
country:
time_contact-hh: 10:00
date_month: April
date_day: 29
date_year: 2018
time_hh:
time_mm:
location: YVR AIRPORT
service provider:

l

 feedback: I
Upon arriving a
customs officer proceeded to berate

certification: yes
Submit: Submit

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Ellis, Jeff
From:
Sent:
To:
Subject:

May 18, 2018 11:03 PM
CBSA-ASFC_Complaints_Unit-Division_des_plaintes
WWW Form Submission

frmID: ccc
Confirmation: Thank you for sharing your feedback. Your message has been sent. For more information on how the
CBSA handles feedback, please visit our --FAQ Page-.
subject: Feedback Form
feedback type: complaint
email2:
first name:
family name:
phone number:
address:
citv
province state: [
postal code
country: (
date_month: May
date_day: 17
date_year: 2018
tim e_hh:;
time_mm:
location: YVR international departure gate
feedback:
:hrew me on ground yelling dont resist.

l

 2

PROTECTED A

agents tried to provoke me and were unprofessional.
CBSA agents
loved this and were laughing
l-l

.

I

I

-

___ / ' n r

a

I_ _ _

_______

certification: yes
Submit: Submit

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PROTECTED A

Ellis, Jeff
From:
Sent:
To:
Subject:

May 21, 2018 02:20 PM
CBSA-ASFC_Complaints_Unit-Division_des_plaintes
WWW Form Submission

frmID: ccc
Confirmation: Thank you for sharing your feedback. Your message has been sent. For more information on how the
CBSA handles feedback, please visit our --FAQ Page-.
subject: Feedback Form
feedback type: complaint
email2:
first name:
family name:
phone number:
address:
city
province state:
postal code:
country:
time_contact-hh: 17:00
date_month: April
date_day: 15
date_year: 2018
time_hh:
time_mm: ■
location: Vancouver International Airport
feedback: Good day:

l

 2

PROTECTED A

When I arrived at the Vancouver international
I was questioned as to how long was I gone, what
was the purpose of my trip, where had I been, who I met/contacted, how long had I known them, how did I meet them,
etc.

certification: yes
Submit: Submit

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Son, Kyung-Ok
From:
Sent:
To:
Subject:

May 22, 2018 06:30 PM
CBSA-ASFC_Complaints_Unit-Division_des_plaintes
WWW Form Submission

frmID: ccc
Confirmation: Thank you for sharing your feedback. Your message has been sent. For more information on how the
CBSA handles feedback, please visit our --FAQ Page-.
subject: Feedback Form
feedback type: complaint
email2:
first name:
family name
phone number:
address:
city:
province state:
postal code:
country:
time_contact-hh: 14:00
date_month: May
date_day: 12
date_year: 2018
time_hh: i
time mm:
location: Vancouver

l
1

 2

PROTECTED A

feedback: To whom it may concern

I was questioned
After reviewing my
documents, and with my cell phone

he started to raise his voice in a tone more
aggressive.

2
2

 3

PROTECTED A

certification: yes
Submit: Submit

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3
3

 Payette, Ryan
From:
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Subject:

May 26, 2018 11:04 PM
CBSA-ASFC_Complaints_Unit-Division_des_plaintes
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frmID: ccc
Confirmation: Thank you for sharing your feedback. Your message has been sent. For more information on how the
CBSA handles feedback, please visit our --FAQ Page--.
subject: Feedback Form
feedback type: complaint
email2:
first name
family name:
phone number:
address:
city:
province state:
postal code:
country:
time_contact-hh: 10:00
date_month: May
date_day: 26
date_year: 2018
time_hh:
time_mm:
location: Vancouver Airport
feedback:

the officer was very rude

 certification: yes
Submit: Submit

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 PROTECTED A

From:
Sent:
To:
Subject:
frmID: ccc

March 1,2017 06:22 PM
CBSA-ASFC_Complaints_Unit-Division_des_plaintes
WWW Form Submission

Confirmation: Thank you for sharing your feedback. Your message has been sent. For more information on how the
CBSA handles feedback, please visit our --FAQ Page--.
subject: Feedback Form
feedback type: complaint
email2: i
first name:'
family name:
phone number:
address:
city:
province state:
postal code:
country:
time_contact-hh: 09:00
date_month: June
date_day: 21
date_year: 2015
time_hh: i
tim e jrim :
location: Pearson Airport terminal 3
feedback: I am writting to complain ;
officer at the

 pro tected a

a ir p o r t h a v e d e d ic a te d t h e ir t im e t o in s u lt m e a n d ca ll m e a ll s o rts o f n a m e s

certification: yes
Submit: Submit

Mozilla/5.0 (Linux; Android 6.0.1; STV100-4 Build/MMB29M) AppleWebKit/537.36 (KHTML, like Gecko)
Chrome/56.0.2924.87 Mobile Safari/537.36

 Payette, Ryan
From:
Sent:
To:
Subject:

May 30, 2018 08:52 AM
CBSA-ASFC_Complaints_Unit-Division_des_plaintes
WWW Form Submission

frmID: ccc
Confirmation: Thank you for sharing your feedback. Your message has been sent. For more information on how the
CBSA handles feedback, please visit our --FAQ Page--.
subject: Feedback Form
feedback type: complaint
email2:
first name:
family name
phone number:
address:
city:
province state:
postal code:
country:
time_contact-hh: 12:00
date_month: May
date_day: 26
date_year: 2018
time_hh: :
time_mm:
location: YVR
feedback:
was using her position as an officer to justify for her rude and unnecessary

 behaviour/comments.
officer thought it was ok to make rude comments about my home country, and about my source of income.

(
her manner, facial
expression and tone of voice. It was obvious that she enjoyed talking down to me and using her role to power over me.

certification: yes
Submit: Submit

Mozilla/5.0 (iPhone; CPU iPhone OS 11_3 like Mac OS X) AppleWebKit/605.1.15 (KHTML, like Gecko) Version/11.0
Mobile/15E148 Safari/604.1
vntll73121356

2

 Payette, Ryan
From:
Sent:
To:
Subject:

June 5, 2018 02:24 PM
CBSA-ASFC_Complaints_Unit-Division_des_plaintes
WWW Form Submission

frmID: ccc
Confirmation: Thank you for sharing your feedback. Your message has been sent. For more information on how the
CBSA handles feedback, please visit our --FAQ Page--.
subject: Feedback Form
feedback type: complaint
email2:
first name:
family name:
phone number:
address:
city:
province state:
postal code:
country:
time_contact-hh: 17:00
date_month: June
date_day: 01
date_year: 2018
time_hh:
time_mm:
location: Vancouver
feedback: To whom it may concern,

l

 The official
incredibly professional and respectful, she's an example that should be followed,

that processed me was
she called another

officer who talked to me as if I were subhuman, lacking any respect

He is disrespectful, obtuse and retrograde

certification: yes
Submit: Submit

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vntll73121356

2

 Payette, Ryan
From:
Sent:
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Subject:

June 12, 2018 07:00 PM
CBSA-ASFC_Complaints_Unit-Division_des_plaintes
WWW Form Submission

frmID: ccc
Confirmation: Thank you for sharing your feedback. Your message has been sent. For more information on how the
CBSA handles feedback, please visit our --FAQ Page--.
subject: Feedback Form
feedback type: complaint
email2:
first name: <
family name:
phone number: I
address:
city:
province state:
postal code:
country:
time_contact-hh: 15:00
date_month: May
date_day: 30
date_year: 2018
time_hh:
time_mm: i
location:
feedback:
Before sitting down at the table, female officer picked up litter that was left on the top of the
l

 table, sat down, and threw that piece of paper behind herself on the floor.

certification: yes
Submit: Submit

Mozilla/5.0 (iPhone; CPU iPhone OS 11_4 like Mac OS X) AppleWebKit/605.1.15 (KHTML, like Gecko) Version/11.0
Mobile/15E148 Safari/604.1
vntll73121356

2

 Payette, Ryan

From:
Sent:
To:
Subject:

March 3, 2017 01:02 AM
CBSA-ASFC_Complaints_Unit-Division_des_plaintes
W W W Form Submission

frmID: ccc
Confirmation: Thank you for sharing your feedback. Your message has been sent. For more information on how the
CBSA handles feedback, please visit our --FAQ Page--.
subject: Feedback Form
feedback type: complaint
email2:
first name:
family name:
phone number:
address:
city:
province state:
postal code:
country:
time_contact-hh: 11:00
date_month: March
date_day: 01
date_year: 2017
time_hh: i
time_mm:
location: Toronto Pearson Airport, Terminal 3, Arrivals Line for Visitors (Canada Customs)

l

 feedback: Dear CBSA,

The man continued to repeat the same question, in
English, in a very patronizing m anner;

In addition to the standard questions around goods purchased abroad etc. the officer proceeded to ask detailed
questions

the officer was abrasive to begin with,

The officer got agitated
and threatened them by saying that
he has the power to send them home right this minute if he wanted to.

2

 CBSA- ReleasedundertheAccesstoInformationAct.

certification: yes
Submit: Submit

Mozilla/5.0 (Macintosh; Intel Mac OS X 10.11; rv:51.0) Gecko/20100101 Firefox/51.0

 Payette, Ryan
From:
Sent:
To:
Subject:

June 15, 2018 01:01 PM
CBSA-ASFC_Complaints_Unit-Division_des_plaintes
WWW Form Submission

identification: victim
confirm:
first_name: <
family_name:
phone:
address:
city:
province_state:
postal_zip:
country:
time_hh: 10
time_mm: 00
staff_contact: Not known - Vancouver Int'l Airport CBSA Staff
date_month: June
date_day: 10
date_year: time_hh2:
time_mm2:
information: on
location: Vancouver Int'l Airport
feedback

l

 the entire time
cohearse him into saying that he was in Canada to work

in Vancouver the officer(s) tried to

certification: yes
Submit: Submit

Mozilla/5.0 (iPad; CPU OS 11_3 like Mac OS X) AppleWebKit/605.1.15 (KHTML, like Gecko) Version/11.0 Mobile/15E148
Safari/604.1
vntll73121356

2

 Payette, Ryan
From:
Sent:
To:
Subject:

June 22, 2018 02:00 AM
CBSA-ASFC_Complaints_Unit-Division_des_plaintes
WWW Form Submission

frmID: ccc
Confirmation: Thank you for sharing your feedback. Your message has been sent. For more information on how the
CBSA handles feedback, please visit our --FAQ Page--.
subject: Feedback Form
feedback type: complaint
email2:
first name:
family name:
phone number:
address:
city:
province state:
postal code:
country:
time_contact-hh: 10:00
date_month: June
date_day: 21
date_year: 2018
time_hh: :
time_mm:
location: YVR customs area
feedback: I would like to complain about the delays
was continually rebuffed, told to sit down and
l

 others that were being reviewed after him were completed first while he continued to wait.

being rebuffed, ignored and told to sit down

certification: yes
Submit: Submit

Mozilla/5.0 (Android 8.0.0; Mobile; rv:60.0) Gecko/60.0 Firefox/60.0
vntll73121356

2

 Payette, Ryan
From:
Sent:
To:
Subject:

June 22, 2018 04:11AM
CBSA-ASFC_Complaints_Unit-Division_des_plaintes
WWW Form Submission

frmID: ccc
Confirmation: Thank you for sharing your feedback. Your message has been sent. For more information on how the
CBSA handles feedback, please visit our --FAQ Page--.
subject: Feedback Form
feedback type: complaint
em ail2:;
first name:
family name:
phone number:
address:
city:
province state:
postal code:
country:
time_contact-hh: 16:00
date_month: June
date_day: 22
date_year: 2018
time_hh:
time_mm:
location: Vancouver International Airport
feedback:

l

 The officer wasn't interested in anything else
except to make sure that I went over $10,000 Canadian and to penalize me.

certification: yes
Submit: Submit

Mozilla/5.0 (Windows NT 6.1; Win64; x64) AppleWebKit/537.36 (KHTML, like Gecko) Chrome/67.0.3396.87
Safari/537.36
vntll73121356

2

 C• Divulgationenvertudelaloi sur

From:
Sent:
To:
Subject:

June 25, 2018 10:36 PM
CBSA-ASFC_Connplaints_Unit-Division_des_plaintes
WWW Form Submission

frmID: ccc
Confirmation: Thank you for sharing your feedback. Your message has been sent. For more information on how the
CBSA handles feedback, please visit our --FAQ Page--.
subject: Feedback Form
feedback type: complaint
email2:
first name:
family name:
phone number:
address:
city:
province state:
postal code:
country:
time_contact-hh: 17:00
date_month: May
date_day: 15
date_year: 2018
time_hh: 1
time_mm:
location: Vancouver International Airport
feedback:
the CBSA agent was exceptionally rude to me in the following ways:
l

 An agent in the corner reprimanded me for not following directions, depite the lack of signage.
-The agent proceeded to ask several questions that seemed unnecessary and beyond the level of detail required to
evaluate whether i shoudl be allowed to enter. I

certification: yes
Submit: Submit

Mozilla/5.0 (iPad; CPU OS 11_4 like Mac OS X) AppleWebKit/605.1.15 (KHTML, like Gecko) Version/11.0 Mobile/15E148
Safari/604.1
vnt!173121356

2

 Payette, Ryan
From:
Sent:
To:
Subject:

CBSA-ASFC_Appeals-Appels
June 27, 2018 12:50 PM
CBSA-ASFC_Complaints_Unit-Division_des_plaintes

Conduct, treated like criminal
From: RCMS-SGRR@cbsa-asfc.gc.ca [mailto:RCMS-SGRR@cbsa-asfc.gc.ca]
Sent: June 22, 2018 1:22 PM
To: CBSA-ASFC_Appeals-Appels <Appeals-Appels@cbsa-asfc.gc.ca>; CBSA-ASFC_RCMS-SGRR <RCMS-SGRR@cbsaasfc.gc.ca>
Subject: Online submission has been processed

RCMS

jtk

A new Online Submission has been added to RCMS Enforcement
The appeal details are attached below.

Launch RCMS Enforcement

Notification

SGRR E;

iti

i

l<

Une nouvelle soumission electronique a ete ajoutee au SGRR Execution de la loi.
Les details de rappel sont inclus ci-dessous.

Ouvrir SGRR Execution de la loi

fmrID: rcms2016c

l

 date ttp action: 2018-05-28
client type:
client first name:
client surname:
client address:
client city: >
client country: <
client province/state:
client postal/zip code:'
client phone number:
client phone number type:

detailsField:

I was approached by an CBSA officer and asked where I just landed from.
He then asked me if I was bringing more that 10,000 cash with me.

He refused to hear me out and treated me like a criminal trying to scam the system.

certificationField: yes
date submitted: 2018-06-22
language: english [language=l]
notarobot: 1
2

 Submit: Subm it

Mozilla/5.0 (Macintosh; Intel Mac OS X 10_13_5) AppleWebKit/605.1.15 (KHTML, like Gecko) Version/11.1.1 Safari/605.1.15
vntll73121356

3

 PROTECTED A

From:
Sent:
To:
Subject:
frmID: ccc

March 5, 2017 01:18 PM
CBSA-ASFC_Complaints_Unit-Division_des_plaintes
WWW Form Submission

Confirmation: Thank you for sharing your feedback. Your message has been sent. For more information on how the
CBSA handles feedback, please visit our --FAQ Page--.
subject: Feedback Form
feedback type: complaint
email2:
first name:
family name:
phone number:
address:
city:
province state:
postal code:
country:
time_contact-hh: 14:00
date_month: February
date_day: 26
date_year: 2017
time_hh: I
tim e jrim :
location: Toronto
feedback:
l

 1
PROTECTED A

security was checking my luggage and they saw an iPad.

they are broke my iPad,

certification: yes
Submit: Submit

Mozilla/5.0 (iPhone; CPU iPhone OS 10_2_1 like Mac OS X) AppleWebKit/602.4.6 (KHTML, like Gecko) Version/10.0
Mobile/14D27 Safari/602.1

 Payette, Ryan
From:
Sent:
To:
Subject:

June 28, 2018 01:18 AM
CBSA-ASFC_Complaints_Unit-Division_des_plaintes
WWW Form Submission

frmID: ccc
Confirmation: Thank you for sharing your feedback. Your message has been sent. For more information on how the
CBSA handles feedback, please visit our --FAQ Page--.
subject: Feedback Form
feedback type: complaint
email2:
first name:
family name:
phone number:
address:
city:
province state:
postal code:1
country: <
time_contact-hh: 09:00
date_month: June
date_day: 27
date_year: 2018
time_hh:
time mm:
location: YVR

l

 service provider: Canada Customs
feedback: Two officers are involved

O fficer:

apparently consulted a database and seized

stating it w!

as prohibited in Canada.

was clearly intimidated (if not
bullied) by officer

Second,
was distinctly unhelpful. He was solicitous, condescending and refused to identify the officer in
question. When questioned
he was vague and unhelpful.

certification: yes
Submit: Submit

2

 Mozilla/5.0 (Windows NT 5.1) AppleWebKit/537.36 (KHTML, like Gecko) Chrome/49.0.2623.112 Safari/537.36
vntll73121356

3

 Pa^ette^^an
From:
Sent:
To:
Subject:

June 28, 2018 02:24 PM
CBSA-ASFC_Complaints_Unit-Division_des_plaintes
WWW Form Submission

frmID: ccc
Confirmation: Thank you for sharing your feedback. Your message has been sent. For more information on how the
CBSA handles feedback, please visit our --FAQ Page--.
subject: Feedback Form
feedback type: complaint
email2:
first name:
family name:
phone number:
address:
city:
province state:
postal code:
country:
date_month: June
date_day: 23
date_year: 2018
time_hh:
time_mm:
location: Vancouver airPort
feedback: I was illegally stopped by by two border officials
The two gaurds
identify themselves, the two agents began to ask me personal questions

l

did not immediately

 They announced they were border control officers
began to shout at me to which I asked him to lower
his voice.

confiscated my phone,

certification: yes
Submit: Submit

Mozilla/5.0 (Windows NT 6.3; Win64; x64) AppleWebKit/537.36 (KHTML, like Gecko) Chrome/67.0.3396.87
Safari/537.36
vntll73121356

2

 Payette, Ryan

From:
Sent:
To:
Subject:
frmID: ccc

March 6, 2017 03:08 PM
CBSA-ASFC_Complaints_Unit-Division_des_plaintes
WWW Form Submission

Confirmation: Thank you for sharing your feedback. Your message has been sent. For more information on how the
CBSA handles feedback, please visit our --FAQ Page--.
subject: Feedback Form
feedback type: complaint
email2:
first name:
family name:
phone number:
address:
city:
province state: I
postal code:
country:
time_contact-hh: 17:00
date_month: March
date_day: 02
date_year: 2017
time_hh: :
time mm:
location: YUL P-E-Trudeau Airport Montreal

 feedback:
bordering on hostile, customs agent.

I spoke to the most sour.
l

certification: yes
Submit: Submit

Mozilla/5.0 (Macintosh; Intel Mac OS X 10_12_3) AppleWebKit/602.4.8 (KHTML, like Gecko) Version/10.0.3
Safari/602.4.8

 From:
To:
Cc:
Subject:
Date:

Public Safety MCU / Securite publiaue UCM (PS/SP)
Office of the Prime Minister / Cabinet du Premier ministre
Wednesday, January 25, 2017 2:43:51 PM

Dear
On behalf of the Right Honourable Justin Trudeau, I would like to acknowledge receipt of your
correspondence, in which you raised an issue that falls within the portfolio of the Honourable Ralph
Goodale, Minister of Public Safety and Emergency Preparedness.

Please be assured that your comments have been carefully reviewed. I have taken the liberty of
forwarding your e-mail to Minister Goodale, who, I am certain, will wish to give your views every
consideration.
Thank you for taking the time to write.
J.P. Vachon
Manager/Gestionnaire
Executive Correspondence Services
for the Prime Minister's Office
Services de la correspondance
de la haute direction
pour le Cabinet du Premier ministre

>>>

From:

Received : 23 Jan 2017 03:13:54 PM >>>

>>>

Subject: PM Web Site Comments - Immigration, Refugees and Citizenship

Subject/Sujet: Immigration, Refugees and Citizenship
Date : 2017/01/23
Name/Nom :
E-Mail/Adresse electroniaue :
Address/Adresse :
City/Adresse :
Province : <_____ _____
Postal Code/Code postal :
Telephone/Telephone :
Comments/Commentaires : Dear Justin Trudeau, Prime Minister of Canada

Then an Inmigration Officer interview me, after two
hours a lots of questions he says I'm not allow to enter to Canada becaouse

>>>>

 he is not happy whit my aplication i

I grab my laptop and I found
out the it's not working properly anymore after Immigration keep all my
stuff while I was denied the access to Canada
My complaint is about how rude was the Immigration Officer and a liar,

 From:
To:
Subject:
Date:
Attachments:

Goodale. Ralph E. - M.P.
Public Safety MCU / Securite pubiioue UCM fPS/SP)
FW:
Tuesday, May 30, 2017 9:00:36 AM

From:
Sent: May 30,' 2017 3:43 AM
To: Goodale, Ralph E. - M.P.
Subject: Fwd:

Hi,

................. Forwarded m essage.................
From:
Date: 24 May 2017 at 16:52
Subject: Fwd:

To: nremier@gov.he.ea. Minister@.cic.gc.ca
To the urgent attention of:
The honourable, Mrs. Christy Clark
Dear Christy Clark,

  

- I was stopped by Immigration
Canada and questioned about my reasons of entry and background.

DOC.
OPI/BPR
From:
To:
Subject:
Date:

Goodale. Raloh E, - M,P.
Public Safety P1CU / Secunte oubiioue UCM fPS/SP)
FW: Complaint, In Regard To My Experience With CBSA And My Mistreatment
Friday, July 07, 2017 8:33:41 AM

CBSA

D.D./D.E. 8/4/2017
ACTION

REPLY

FILE#/# DOSSIER

From:
Sent: July 6, 2017 11:38 PM
To: Goodale, Ralph E. - M.P.
Subject: Complaint, In Regard To My Experience With CBSA And My Mistreatment

Dear Honourable Gooddale;

with CBSA at Vancouver Airport <

A border patrol officer
me aside to check my bags, then grilled me with questions.

pulled

 CBSA- Released um 91 the Access #2 \Mnrmamm Ac 
ASFC Irmlgahan en vein :12 \a \m su? \?Acses I?mla?mahan

and he was a bit Ofa ierk

Hon. Ralph Goodale
Parliament of Canada
Ottawa. ON

'

'<2 1
fl

Mr. Goodale;

the very poor treatment he received by a Border
Services Officer at the Vancouver Airport.

interviewed by the Border Services Officer.
allowed back into Canada,

was called to be
would not be

The Border Officer ridiculed

mcu f r 7 l r ■
ReceO •.

JAK 1 ? 2019

 ' ■ReleasedundertheAccesstoInformationAct
; ■Divulgationenvertudelaloi surI'AccesaI’informatio

DOC

OPI/BPR CBSA
From:
To:
Cc:
Subject:
Date:

D.DJD.E 03/15/2018

ACTION REPLY

Public Safety MCU / Securite publiaue UCM (PS/SP)
Office of the Prime Minister / Cabinet du Premier ministre
Wednesday, February 14, 2018 2:41:11 PM

FILE#/# DOSSIER

Dear
On behalf of the Right Honourable Justin Trudeau, Prime Minister of Canada, I would like to
acknowledge receipt of your correspondence.
Please be assured that your comments have been carefully reviewed. In your correspondence, you raise
an issue that falls within the portfolio of the Honourable Ralph Goodale, Minister of Public Safety and
Emergency Preparedness and Minister responsible for the Canada Border Services Agency. I have
therefore taken the liberty of forwarding your email to Minister Goodale for his information and
consideration.
Thank you for taking the time to write.
B. Funes
Executive Correspondence Officer
for the Prime Minister's Office
Agent de correspondance
de la haute direction
pour le Cabinet du premier ministre
>>>

From :

Received : 10 Feb 2018 02:13:41 PM >>>

>>>

Subject: PM Web Site Comments - International Trade

>>>>

Subject/Sujet: International Trade
Date : 2018/02/10
Name/Nom :
E-Mail/Adresse electroniaue :
Address/Adresse :
City/Adresse :
Province :
Postal Code/Code postal :
Telephone/Telephone :
Comments/Commentaires : Hello
I wanted to comment
on the abysmal, third-world treatment I received at the hands of your airport
immigration station in Vancouver I

was instead hauled into the airport jail
and treated like trash.

 CBSA- Released um 91 the Access #2 \Mnrmamm Ac 
ASFC Irmlgahan en vein :12 \a \m su? \?Acses I?mla?mahan

From:
To:
Subject:
Date:

Goodale. Ralph E. - M.P.
Minister of Public Safety / Ministre de la Securite pubiioue fPS/SP^
FW: Referred by the Right Hon Prime Minister Justin Trudeau"s Office - for Minister of Emergency Preparedness
- Ralph Goodale
Wednesday, March 21, 2018 1:35:56 PM

From:
Sent: March 21, 2018 11:54 AM
To: Goodale, Ralph E. - M.P.
Subject: FW: Referred by the Right Hon Prime Minister Justin Trudeau's Office - for Minister of
Emergency Preparedness - Ralph Goodale
Dear Mr. Goodale

DOC.
OPlfBPR CBSA
D.D./D.E. 04/20/2018
ACTION REPLY
From:

FIlEi# DOSSIER

Sent: Tuesday, March 20, 2018 9:17 PM
To: 'pm@pm.gc.ca' <

>

Subject: RE: For attention of Right Hon Prime Minister Justin Trudeau
Dear Prime Minister
This is the complaint I filed to the Border Control website.

 Border Agent - She almost seemed like she wished that she were far away doing something else.

3
ASF

A-ReleaseziumeviheAccessm norm 
en vein :12 ii msu esa mi: mam

From:
Sent: Tuesday, March 20, 2018 8:18 AM
T o :'pm@ pm.gc.'<

>;

Subject: RE: RE: For attention of Right Hon Prime Minister Justin Trudeau
Importance: High

From:
Sent: Monday, March 19, 2018 11:16 PM
T o :'pm@pm.gc.1<

>;

Subject: RE: For attention of Right Hon Prime Minister Justin Trudeau
Prime Minister
Passing through passport control in Calgary, I was treated disgracefully,

 DOC.

From:
To:
Subject:
Date:

Goodale. Raloh E, - MR.
Minister of Public Safetv / Ministre de la Securite oublioue fPS/SPl
FW: Customs @YVR
Wednesday, April 04, 2018 4:38:06 PM

OPI/BPR CBSA
D.D./D.E. May 3, 2018
ACTION REPLY
F IL E S # DOSSIER

Nat, can you please send an acknowledgement. Thanks!
shawna
----- Original Message----From:
Sent: March 23, 2018 6:15 PM
To: Goodale, Ralph E. - M.P.
Cc:
Subject: Customs @YVR

My complaint is that your employees were less than helpful and in many cases rude, there was no
welcome to Canada, hello, or thank you.

 CBSA■ReleasedundertheAccesstoInformationAct.
ASFC■DivulgationenvertudelaloisurI'AccesaI'information.

DOC
From:
To:
Subject:
Date:

Minister of Public Safety. / Mini.sti:fi...dsJa...SacurM..pybliaye (PS/SP)
FW: Cust officer yvr
Wednesday, May 02, 2018 2:14:42 PM

OPI/BPR CBSA
D.DJD.E. June 1, 2018
ACTION REPLY
FILE#/# DOSSIER

From:
Sent: May-02-18 10:06 AM
To: Goodale@sasktel.net
Subject: Cust officer yvr

To those concerned

COMP1AINT:

My complaint stems from the customs officer
who handled m e . 1
" you stand there as a customs official and advise me to lie
on a signed declaration "? He tried to backtrack by saying he was only joking !!

 CBSA- Released um 91 the Access #2 \Mnrmamm Ac 
ASFC Irmlgahan en vein :12 \a \m su? \?Acses I?mla?mahan

CBSA-ASFC_Complaints_Unit-Division_des_plaintes

From:
Sent:
To:
Subject:

CBSA-ASFC_RCMS-SGRR
March 5, 2017 04:38 PM
CBSA-ASFC_Appeals-Appels; CBSA-ASFC_RCMS-SGRR
Online submission has been processed

RCMS Enforcement
A new Online Submission has been added to RCMS Enforcement.
The appeal details are attached below.

Launch RCfVIS Enforcement

Notification de SGRR Execution de la loi
Line nouvelle soumission electronique a ete ajoutee au SGRR Execution de la loi.
Les details de I'appel sont inclus ci-dessous.

Ouvrlr SGRR Execution de la loi

fmrID: rcms2016c

typereview:

date of action: 2016-12-26
client type:
client first name:,
client surname:
client address:

 1

client city:
client country:
client province/state:
client postal/zip code:
client phone number:;
client phone number type: f

detailsField: I was stopped at Pearson International and Harrased by CBSA Officer
The officer was very short tempered and rude and would not explain my rights to me.

certificationField: yes
date submitted: 2017-03-05
language: english [language=l]
notarobot: 1
Submit: Submit

Mozilla/5.0 (Windows NT 6.1; Win64; x64) AppleWebKit/537.36 (KHTML, like Gecko) Chrome/56.0.2924.87 Safari/537.36

 Daccache, V e ro n ik a
From:
Sent:
To:
Subject:

November 10, 2016 03:31 PM
CBSA-ASFC_Complaints_Unit-Division_des_plaintes
WWW Form Submission

frmID: ccc
Confirmation: Thank you for sharing your feedback. Your message has been sent. For more information on how the
CBSA handles feedback, please visit our --FAQ Page--.
subject: Feedback Form
feedback type: complaint
email2:
first name:
family name:
phone number:
address:
city:
province state:
postal code:
country:
time_contact-hh: 12:00
date_month: October
date_day:26
date_year: 2016
time_hh:
time_mm:
location: YVR
feedback:

  

Complaint pertains primarily at officer Accompanied by officer

Description of events:

My complaint stems from the fact that the whole event transpired in a rude and bully-ish manner on behalf of officer
My complaint specifically pertains to:
a) repeating his questionsb) his sarcastic and rude demeanor in asking of repeated questions
c) his repeated comments of me potentially missing my flightd) his unwillingness to obtain a supervising officer. Although officer
was part of the incident I felt he conducted
himself a professional manner and was doing his job. I do not have any complaints pertaining to officer

3

 certification: yes
Submit: Submit

Mozilla/5.0 (Windows NT 6.1; WOW64; rv:49.0) Gecko/20100101 Firefox/49.0

4

 Daccache, V e ro n ik a
From:
Sent:
To:
Subject:

November 1, 2016 07:00 AM
CBSA-ASFC_Complaints_Unit-Division_des_plaintes
WWW Form Submission

frmID: ccc
Confirmation: Thank you for sharing your feedback. Your message has been sent. For more information on how the
CBSA handles feedback, please visit our --FAQ Page--.
subject: Feedback Form
feedback type: complaint
email2:
first name:
family name:
phone number:
address:
city:
province state:
postal code:
country: <
date_month: October
date_day:31
date_year: 2016
time_hh:
time_mm:
location: Richmond
feedback: The CBSA officer was asking some unnecessary questions

 ASFC- DivulgationenvertudelaloisurI'AccesaI'information

never found me ever breaking any laws to have my luggage searched have my dirty laundry bags opened on
top of my clean separate laundry the CBSA are very childish immature and have no respect for the tax payers

certification: yes
Submit: Submit

Mozilla/5.0 (Linux; Android 7.0; Nexus 5X Build/NBD90W) AppleWebKit/537.36 (KHTML, like Gecko)
Chrome/54.0.2840.68 Mobile Safari/537.36

2

 PROTECTED A

From:
Sent:
To:
Subject:

July 2, 2016 11:15 AM
CBSA-ASFC_Complaints_Unit-Division_des_plaintes
WWW Form Submission

frmID: ccc
Confirmation: Thank you for sharing your feedback. Your message has been sent. For more information on how the
CBSA handles feedback, please visit our --FAQ Page-.
subject: Feedback Form
feedback type: complaint
email2:
first name:
family name:
phone number:
address:
city:
province state:
postal code:
country: I
time_contact-hh: 10:00
date_month: June
date_day: 16
date_year: 2016
time_hh:
time_mm:
location: Pearson Internation Airport. Immigration. Customs.

l

 PROTECTED A

2

feedback: To whom it may concern in management:
by which one and or several of employees by CSBA have gone out
of their position and way to have approached, interjected, searched,and obstruct my journey
a mater of personal assault.

concern to the manner

this Canada Border Security Agency have indeed received our complaint with
handled in a none professional manner,

certification: yes
Submit: Submit

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2

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From:
Sent:
To:
Subject:

July 2, 2016 03:33 PM
CBSA-ASFC_Complaints_Unit-Division_des_plaintes
WWW Form Submission

frmID: ccc
Confirmation: Thank you for sharing your feedback. Your message has been sent. For more information on how the
CBSA handles feedback, please visit our -FAQ Page-.
subject: Feedback Form
feedback type: complaint
email2:
first name:
family name:
phone number:
address:
city:
province state:
postal code:
country:
time_contact-hh: 11:00
date_month: July
date_day: 01
date_year: 2016
time_hh:
time_mm:
location: Toronto
feedback:
he was extremely unfriendly and did not greet us but said

approached the customs officer
l

 2

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"what flight number did you just get off?" In a very curtl manner.

And he said very rudely

certification: yes
Submit: Submit

Mozilla/5.0 (iPhone; CPU iPhone OS 9_2_1 like Mac OS X) AppleWebKit/601.1.46 (KHTML, like Gecko) Version/9.0
Mobile/13D15 Safari/601.1

2

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From:
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To:
Subject:

July 3, 2016 04:13 AM
CBSA-ASFC_Complaints_Unit-Division_des_plaintes
WWW Form Submission

frmID: ccc
Confirmation: Thank you for sharing your feedback. Your message has been sent. For more information on how the
CBSA handles feedback, please visit our --FAQ Page-.
subject: Feedback Form
feedback type: complaint
em ail2::
first name:
family name:
phone number:
address:
city:
province state:
postal code:
country:
time_contact-hh: 10:00
date_month: July
date_day: 02
date_year: 2016
time_hh:
time_mm:
location: YVR
feedback:

l

  

2 PROTECTED A

to not be hassled
at customs.

certification: yes

PROTECTED A

3

Submit: Submit

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3

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From:
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To:
Subject:

July 7, 2016 05:49 PM
CBSA-ASFC_Complaints_Unit-Division_des_plaintes
WWW Form Submission

frmID: ccc
Confirmation: Thank you for sharing your feedback. Your message has been sent. For more information on how the
CBSA handles feedback, please visit our --FAQ Page--.
subject: Feedback Form
feedback type: complaint
email2:
first name:
family name: <
phone number:
address:
city:
province state:
postal code:
country:
time_contact-hh: 12:00
date_month: July
date_day: 06
date_year: 2016
time_hh:
time_mm:
location: Montreal, YUL airport
feedback:
being additionally processed through the immigration office every single time
l

 2

PRO TFO TFDA

disappointed by still being required to go through the secondary immigration room.

certification: yes
Submit: Submit

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2

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From:
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To:
Subject:

July 8, 2016 08:15 PM
CBSA-ASFC_Complaints_Unit-Division_des_plaintes
WWW Form Submission

frmID: ccc
Confirmation: Thank you for sharing your feedback. Your message has been sent. For more information on how the
CBSA handles feedback, please visit our --FAQ Page-.
subject: Feedback Form
feedback type: complaint
email2:
first name
family name:
phone number:
address:
city
province state:
postal code:
country: <
time_contact-hh: 13:00
date_month: July
date_day: 08
date_year: 2016
time_hh:
time_mm:
location: Toronto Pearson International Airport
service provider: CBSA

l

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feedback:

sit in the line for 45 minutes as I watched CBSA officers wander around, chat with each other and do little to service
individuals in line.

My complaints are as follows:

(2)
Perhaps not having
officers lounge around and chit chat while stressed out people are standing inline would add to professionalism of the
CBSA

certification: yes
Submit: Submit

Mozilla/5.0 (iPhone; CPU iPhone OS 9_3_2 like Mac OS X) AppleWebKit/601.1.46 (KHTML, like Gecko) Version/9.0
Mobile/13F69 Safari/601.1

2

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From:
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To:
Subject:

July 9, 2016 08:16 PM
CBSA-ASFC_Complaints_Unit-Division_des_plaintes
WWW Form Submission

frmID: ccc
Confirmation: Thank you for sharing your feedback. Your message has been sent. For more information on how the
CBSA handles feedback, please visit our --FAQ Page-.
subject: Feedback Form
feedback type: complaint
email2:
first name:
family name:
phone number:
address:
city
province state:
postal code:
country:
time_contact-hh: 12:00
date_month: July
date_day: 05
date_year: 2016
time_hh:
time_mm:
location: Toronto
feedback: Dear Sir/Madam

l

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he started to ask me
some questions

Then he started to check my goods which is normal, the unacceptable searching
is searching my
personal photos, Safari links and apps on my iPad, and asking about my family photos and searching my notebooks and
sketch book page by page,

certification: yes
Submit: Submit

2

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3

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From:
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To:
Subject:

July 11, 2016 01:08 PM
CBSA-ASFC_Complaints_Unit-Division_des_plaintes
WWW Form Submission

frmID: ccc
Confirmation: Thank you for sharing your feedback. Your message has been sent. For more information on how the
CBSA handles feedback, please visit our --FAQ Page-.
subject: Feedback Form
feedback type: complaint
email2:
first name:
family name:
phone number:
address:
city:
province state:
postal code:
country:
time_contact-hh: 10:00
date_month: July
date_day: 07
date_year: 2016
time_hh:
time_mm:
location: Toronto Airport
feedback: Good Afternoon,

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2

this a extreme case of discrimination and abuse. <

certification: yes
Submit: Submit

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2

 1

From:
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To:
Subject:

PROTECTED A

Payette, Ryan on behalf of CBSA-ASFC_Appeals-Appels
July 13, 2016 09:22 AM
CBSA-ASFC_Complaints_Unit-Division_des_plaintes
FW: WWW Form Submission

For your action
Thanks
---- Original Message----From: roof@rc.gcxa [mailto:fQot@rrcgc.C3l
Sent: June 27, 2016 9:05 AM
To: CBSA-ASFC_IT_RCMSOSg
Subject: WWW Form Submission
fmrID: rcms2016a

date of action: 2016-06-06
client type: i
client first name:
client surname:
client address:
client city:
client country:
client province/state:
client postal/zip code:
client phone number:
client phone number type:

l

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2

details:
I was harassed at the Toronto Pearson Airport

they laughed
at me in mocking ways if I did answer a question. 1

certification: yes
date submitted: 2016-06-27
language: english [language=l]
Submit: Submit

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July 09, 20X6

R ecourse D ire c to ra te
D irectio n d es reco u rs
R E C E IV E D ~ R E Q V

Recourse Directorate

JUL 1 3 2016

Canada Border Services Agency
File No.
Ottawa, ON K1A 0L8

O il

To whom it may concern,
Date and Time o f Incident: July 03, 2016
Port of Entry: YUL - Montreal Elliot Trudeau Airport

I would like to file a complaint regarding the treatment

received from Agent

treated with such
disrespect, suspicion and utter disregard

had to stand for close to 2 hours until she went through all our luggage.

 1

From:
Sent:
To:
Subject:

PROTECTED A

Argue, Sydney
July 20, 2016 01:01 PM
CBSA-ASFC_Complaints_Unit-Division_des_plaintes
FW: Concern Regarding CBSA Officer

Good morning,
Please assign a CFN to this file.
Thanks,

S yd n ey A rg u e
Executive Assistant, Corporate and Program Services
Canada Border Services Agency / Government of Canada
svdnev.arque@cbsa-asfc.ac.ca / Tel: 604-775-6720 / TTY: 866-335-3237
Adjointe executif, Division des services corporatifs et des programmes
Agence des services frontaliers du Canada / Gouvernement du Canada
svdnev.arque@cbsa-asfc.qc.ca / Tel. : 604-775-6720 / ATS : 866-335-3237

From: Holtan, Deborah
Sent: July 20, 2016 9:45 AM
To: PAC-Dist_CBSA_333Dunsmuir_ Complaints Unit
Subject: FW: Concern Regarding CBSA Officer
Please arrange for this complaint to be assigned a CFN.
Deborah Floltan
Regional Program Officer, Operations Branch
Canada Border Services Agency / Government of Canada
deborah.holtan@cbsa-asfc.qc.ca / Tel. : 604-666-6151 / TTY: 866-335-3237
Agente regionale de programme, Direction generate des operations
Agence des services frontaliers du Canada / Gouvernement du Canada
deborah.holtan@cbsa-asfc.qc.ca Tel. : 604-666-6151 / ATS : 866-335-3237

From: Hara, Gary
Sent: July 19, 2016 4:50 PM
To: Holtan, Deborah
Subject: FW: Concern Regarding CBSA Officer
Hi Deb,
Can you log this complaint
Thanks.
l

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From: Siksik, Samar
Sent: July 19, 2016 4:33 PM
To: Hara, Gary
Subject: FW: Concern Regarding CBSA Officer

From:
Sent: July 14, 2016 8:56 AM
To: samar.siksik@cbsa.ac,ca
Subject: Concern Regarding CBSA Officer

Hello Officer Siksik,

customs and immigration checkpoint an officer used inappropriate language when
verifying a customer

'Is he going to be like that on the flight? I can't stand two minutes let alone hours.
Fuck me.'

2

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From:
Sent:
To:
Subject:

July 20, 2016 01:39 PM
CBSA-ASFC_Complaints_Unit-Division_des_plaintes
WWW Form Submission

frmID: ccc
Confirmation: Thank you for sharing your feedback. Your message has been sent. For more information on how the
CBSA handles feedback, please visit our --FAQ Page-.
subject: Feedback Form
feedback type: complaint
email2: i
first name:
family name:
phone number:
address:
city:
province state:
postal code:
country:
time_contact-hh: 09:00
date_month: July
date_day: 19
date_year: 2016
time_hh:
time_mm:
location: YYZ Airport
feedback: Hi there,

l

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2

The
officer

was very abrasive and harsh using words

and Bullying for no reason.
His behavior was uncooperative and inquiry was

baffling and perplexing.

certification: yes
Submit: Submit

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2

 PROTECTED A

From:
Sent:
To:
Subject:

July 20, 2016 09:26 PM
CBSA-ASFC_Complaints_Unit-Division_des_plaintes
WWW Form Submission

frmID: ccc
Confirmation: Thank you for sharing your feedback. Your message has been sent. For more information on how the
CBSA handles feedback, please visit our --FAQ Page-.
subject: Feedback Form
feedback type: complaint
email2:
first name:
family name:
phone number:
address:
city:
province state:
postal code:
country:
time_contact-hh: 10:00
date_month: July
date_day: 16
date_year: 2016
time_hh:
time_mm: i
location: Toronto (YYZ)
feedback:

l

 PROTECTED A

2

The CBSA officer,

was immediately

disrespectful and insinuating
snapped at me and ordered me to stop doing so immediately.

was extremely disrespectful and executed a search for no probable cause.

certification: yes
Submit: Submit

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2

 PROTECTED A

From:
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To:
Subject:

July 24, 2016 09:52 PM
CBSA-ASFC_Complaints_Unit-Division_des_plaintes
WWW Form Submission

frmID: ccc
Confirmation: Thank you for sharing your feedback. Your message has been sent. For more information on how the
CBSA handles feedback, please visit our --FAQ Page-.
subject: Feedback Form
feedback type: complaint
email2:
first name:
family name:
phone num ber:1
address:
city:
province state:
postal code:
country:
time_contact-hh: 17:00
date_month: June
date_day: 16
date_year: 2016
time_hh:
time_mm:
location: Pearson Lester B. Terminal 1 Airport
feedback:

l

 PROTECTED A

2

officer

(CBSA)
She

asked me basic questions

We waited, with no communication given with respect to how long
going to be questioned.

certification: yes
Submit: Submit

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Safari/537.36

2

n as

 PROTECTED A

1

From:
Sent:
To:
Subject:

CBSA-ASFC_IT_RCMSOSg
June 13, 2016 10:07 AM
CBSA-ASFC_RCMS-SGRR; CBSA-ASFC_Appeals-Appels
FW: WWW Form Submission

Follow Up Flag:
Flag Status:

Follow up
Completed

---- Original Message----From: root@rc.gc,ca [mailto:root@rc.gc.ca1
Sent: June 10, 2016 5:44 PM
To: CBSA-ASFC_IT_RCMSOSg
Subject: WWW Form Submission
fmrID: rcms2016a

date of action: 2016-04-17
client type:
client first name:
client surname:
client address:
client city:
client country:
client province/state:
client postal/zip code:
client phone number:
client phone number type:

l

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details:
the officer was very much so racist to me a
certification: yes
date submitted: 2016-06-10
language: english [language=l]
Submit: Submit

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From:
Sent:
To:
Subject:

McKenny, Sarah
July 25, 2016 08:46 AM
CBSA-ASFC_Complaints_Unit-Division_des_plaintes
FW: WWW Form Submission

Please process the below e-appeal as a complaint.

Thank you.
Sarah
-----Original Message—
From: CBSA-ASFC_Appeals-Appels
Sent: July 25, 2016 8:44 AM
To: McKenny, Sarah
Subject: FW: WWW Form Submission
For complaints
Thanks!
Ashlee Bradbury
Appeals Processing Assistant, Corporate Affairs Branch
Canada Border Services Agency / Government of Canada
ashlee,bradburv@cb$a~asfc.gc.ca / Tel: 343-291-7236 / TTY: 866-335-3237
Ajointe aux traitements des appels, Direction generale des services integres
Agence des services frontaliers du Canada / Gouvernement du Canada
ashlee. brad bury (S>cbsa~asfc.gc.ca/ Tel. : 343-291-7236/ ATS : 866-335-3237

— Original Message----From: root@rc.gc.ca [mailto:root@rc.gc.ca1
Sent: July 10, 2016 2:48 PM
To: CBSA-ASFC_IT_RCMSOSg
Subject: WWW Form Submission
fmrID: rcms2016a

date of action: 2016-07-03
l

 PROTECTED A

2

client type:
client first name: I
client surname:
client address:
client city: I
client country:
client province/state: i
client postal/zip code:
client phone number:
client phone number type:

details: Dear Canada Border Services Agency,

The officer, in an offensive way, told me that

he did not treated me politely

2

 PROTECTED A

3

certification: yes
date submitted: 2016-07-10
language: english [language=l]
Submit: Submit

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3

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From:
Sent:
To:
Subject:

root@rc.gc.ca
July 11, 2016 05:22 PM
CBSA-ASFC_IT_RCMSOSg
WWW Form Submission

fmrID: rcms2016a

date of action: 2016-06-22
client type:
client first name:
client surname:
client address:
client city:
client country:
client phone number:
client phone number type:

details: I am writing this letter to complain about the unprofessional behaviour of the officers at Toronto's Pearson
Airport

I want to file a complaint against the
took 4 hours,
to go through my luggage
She was very unprofessional, intimidating, and discriminating. She made discriminating comments
and made false statements

l

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2

certification: yes
date submitted: 2016-07-11
language: english [language=l]
Submit: Submit

Mozilla/5.0 (Windows NT 6.3; WOW64) AppleWebKit/537.36 (KHTML, like Gecko) Chrome/51.0.2704.103 Safari/537.36

2

 PROTECTED A

1

From:
Sent:
To:
Subject:

CBSA-ASFC_Appeals-Appels
July 25, 2016 01:14 PM
CBSA-ASFC_Connplaints_Unit-Division des_plaintes
FW: WWW Form Submission

Please assign a CFN to this appeal.
Thanks!
Ashlee Bradbury
Appeals Processing Assistant, Corporate Affairs Branch
Canada Border Services Agency / Government of Canada
ashlee.bradbury@cbsa-asfc.gc.ca / Tel: 343-291-7236 / TTY: 866-335-3237
Ajointe aux traitements des appels, Direction generale des services integres
Agence des services frontaliers du Canada / Gouvernement du Canada
ashlee.bradburv@cbsa~asfc.gc,ca/Tel. : 343-291-7236/ATS : 866-335-3237

---- Original Message----From: root@rc.gcxa [mailto:root@rc.gc.ca1
Sent: July 13, 2016 12:48 AM
To: CBSA-ASFC_IT_RCMSOSg
Subject: WWW Form Submission
fmrID: rcms2016a

date of action: 2016-07-11
client type: i
client first name
client surname:
client address:
client city:
client country:
client province/state:

l

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PROTECTED A

client postal/zip code:
client phone number:
client phone number type:

representative first name:
representative surname:
representative address:
representative city: <
representative country:
representative province/state:
representative postal/zip code:'
representative phone number: <
representative phone number type:
details:
when they were approached by CBSA officer
funds

n

and was asked how much

as carrying j

taken into a room and was interrogated

Racial Discrimination.

2

 3

PROTECTED A

certification: yes
date submitted: 2016-07-12
language: english [language=l]
Submit: Submit

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3

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From:
Sent:
To:
Subject:

July 25, 2016 03:40 PM
CBSA-ASFC_Complaints_Unit-Division_des_plaintes
WWW Form Submission

frmID: ccc
Confirmation: Thank you for sharing your feedback. Your message has been sent. For more information on how the
CBSA handles feedback, please visit our -FAQ Page-.
subject: Feedback Form
feedback type: complaint
email2:
first name:
family name:
phone number:
address:
city:
province state:
postal code:
country:
datejmonth: July
date_day: 18
date_year: 2016
time_hh:
time_mm:
location: Toronto, Canada
feedback: I was held back at customs

wait in two different lines, one to talk to immigration and the other so they could look into my luggage.
l

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PROTECTED A

treated in such a thoughtless manner

certification: yes
Submit: Submit

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Safari/601.4.4

2

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From:
Sent:
To:
Subject:

July 28, 2016 05:09 PM
CBSA-ASFC_Complaints_Unit-Division_des_plaintes
WWW Form Submission

frmID: ccc
Confirmation: Thank you for sharing your feedback. Your message has been sent. For more information on how the
CBSA handles feedback, please visit our --FAQ Page-.
subject: Feedback Form
feedback type: complaint
email2:
first name: I
family name:
phone number:
address: :
city:
province state:
postal code:
country:
time_contact-hh: 11:00
date_month: July
date_day: 26
date_year: 2016
time_hh: :
time_mm:
location: MISSISSAUGA
service provider: CBSA - TERMINAL 3 IMMIG.

l

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feedback: TO WHOM IT MAY CONCERN,

THE OFFICER KEPT THREATNING ME THAT HE WILL CALL RCMP,

THE OFFICER'S BEHAVIOUR AND HIS LOUD VOICE I

certification: yes
Submit: Submit

Mozilla/5.0 (compatible; MSIE 10.0; Windows NT 6.1; WOW64; Trident/6.0)

2

 PROTECTED A

From:
Sent:
To:
Subject:

August 2, 2016 11:04 AM
CBSA-ASFC_Complaints_Unit-Division_des_plaintes
WWW Form Submission

frmID: ccc
Confirmation: Thank you for sharing your feedback. Your message has been sent. For more information on how the
CBSA handles feedback, please visit our --FAQ Page-.
subject: Feedback Form
feedback type: complaint
email2:
first name:
family name: (
phone number:
address:
city:
province state:
postal code:
country
time_contact-hh: 11:00
date_month: August
date_day: 02
date_year: 2016
time_hh:
time_mm:
location: Toronto Pearson International Airport
tracking form cargo number: n/a

l

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2

service provider: n/a
feedback:

My complaint is against your CBSA officer

she proceeded to give me a face of displeasure

Pearson Airport - which notoriously has CBSA officers with very poor
customer service.

certification: yes
Submit: Submit

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2

 PROTECTED A

From:
Sent:
To:
Subject:

August 2, 2 0 1 b Uy:Ub AM
CBSA-ASFC_Complaints_Unit-Division_des_plaintes
Soumission du formulaire WWW

frmID: ccc
Confirmation: Merci d'avoir partage votre retroaction. Votre message a ete envoye. Pour plus d'information sur la fagon
dont I'ASFC traite la retroaction, veuillez visiter notre --page FAQ--.
sujet: Formulaire de retroaction
type de retroaction: Plainte
courriel2:
prenom:
nom de famille: I
numero de telephone:
adresse:
ville:
province etat:
code postal:
pays:
time_contact-hh: 09:00
d a te jo u r: 10
date_mois: juin
date_annee:2016
temp_hh:
tem p_m m :!
lieu: AEROPORT INTERNATIONALE L.B. PEARSON
retroaction:

1

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2

DOCUMENT DE L'AGENCE DES SERVICES FRONTALIERS DU CANADA ETAIT DEPOSE A L'INTERIEURE DE SES VALISES,
INDIQUANT QUE SES BAGAGES AVAIENT ETE OUVERT PAR UN REPRESENTANT DE LA CIE AERIENNE ET PRESENTES A UN
AGENT DE L'ASFC.

attestation: yes
Submit: Soumettre

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2

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From:
Sent:
To:
Subject:

August 2, 2016 11:51AM
CBSA-ASFC_Complaints_Unit-Division_des_plaintes
WWW Form Submission

frmID: ccc
Confirmation: Thank you for sharing your feedback. Your message has been sent. For more information on how the
CBSA handles feedback, please visit our --FAQ Page-.
subject: Feedback Form
feedback type: complaint
email2: I
first name: I
family name:
phone number:
address:
city:
province state:
postal code:
country:
time_contact-hh: 14:00
date_month: July
date_day: 03
date_year: 2016
time_hh: :
time mm: ■
location: YYZ TERMINAL 3

l

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feedback: I had a TSA compliant lock on my luggage and it was cut. This occured at the Toronto Pearson airport,

certification: yes
Submit: Submit

Mozilla/5.0 (Windows NT 10.0; WOW64; rv:47.0) Gecko/20100101 Firefox/47.0

2

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From:
Sent:
To:
Subject:

CBSA-ASFC_CONTACT
August 2, 2016 12:16 PM
CBSA-ASFC_Complaints_Unit-Division_des_plaintes
FW: Complaint about Canada border

Hello Complaints Unit,
Traveller complaint regarding BSO treatment at YVR for your action.
Contact Us will close on our end.

Thank you,
David Lamoureux
Technical Advisor, Border Information Services and Contact Us
Canada Border Services Agency / Government of Canada
david.lamoureux@cbsa-asfc.qc.ca / Tel 1-204-983-3413 / TTY: 866-335-3237
Conseiller Technique, Service d'information sur la frontiere et Contactez-nous
Agence des services frontaliers du Canada / Gouvernement du Canada
david.lamoureux@cbsa-asfc.ac.ca / Tel 1-204-983-3413 / T T Y : 866-335-3237

From:
Sent: July 29, 2016 5:41 PM
To: custometcallcentre@vvr.ca: contact@cbsa.qc.ca
Subject: Complaint about Canada border:

Dear sirs and madams,

checkt by an unfriendly border staff;

Staff asked me curious questions

l

 CBSA- Released um 91 the Access #2 \Mnrmamm Ac 
ASFC Irmlgahan en vein :12 \a \m su? \?Acses I?mla?mahan


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From:
Sent:
To:
Subject:

August 3, 2016 09:44 PM
CBSA-ASFC_Complaints_Unit-Division_des_plaintes
WWW Form Submission

frmID: ccc
Confirmation: Thank you for sharing your feedback. Your message has been sent. For more information on how the
CBSA handles feedback, please visit our --FAQ Page--.
subject: Feedback Form
feedback type: complaint
email2:
first name: “
family name:
phone number:
address: i
city:
province state:
postal code:
country:
time_contact-hh: 11:00
date_month: August
date_day: 01
date_year: 2016
time_hh:
time_mm:
location: MONTREAL-PIERRE ELLIOTT TRUDEAU INTERNATIONAL AIRPORT
feedback: Dear Sirs and Madams:
1

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2

interrogated by an Officer (

in an

extremely rude fashion.

He repeatedly made unreasonable demands.

He became
extremely aggressive,

He was sarcastic and aggressive, and repeatedly lied ;

Terrible,
terrible customer service.

certification: yes
Submit: Submit

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From:
Sent:
To:
Subject:

August 5, 2016 05:22 AM
CBSA-ASFC_Complaints_Unit-Division_des_plaintes
WWW Form Submission

frmID: ccc
Confirmation: Thank you for sharing your feedback. Your message has been sent. For more information on how the
CBSA handles feedback, please visit our --FAQ Page--.
subject: Feedback Form
feedback type: complaint
em ail2:.
first name:
family name:
phone number:
address:
city:
province state:
postal code:
country:
time_contact-hh: 11:00
date_month: August
date_day: 04
date_year: 2016
time_hh:
time_mm: (
location: Pearson Airport, Toronto, customs exit at international arrivals, terminal 1
feedback:

l

 CBSA• ReleasedundertheAccesstoInformationAct.
ASFC• DivulgationenvertudelaloisurI’AccesaI’information.

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2

a CBSA official approached me
aggressively;

unprofessional and charged and angry tone :

abrupt and immature treatment

Terminal 1 at Pearson
International Airport in Toronto.

certification: yes
Submit: Submit

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From:
Sent:
To:
Subject:

August 5, 2016 05:15 PM
CBSA-ASFC_Complaints_Unit-Division_des_plaintes
WWW Form Submission

frmID: ccc
Confirmation: Thank you for sharing your feedback. Your message has been sent. For more information on how the
CBSA handles feedback, please visit our --FAQ Page-.
subject: Feedback Form
feedback type: complaint
email2:
first name:
family name:
phone number:
address:
city:
province state:
postal code:
country:
date_month: date_day: date_year: time mm: - mm feedback: Dear CBSA team, To whom it may concern,

l

 2

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which is now causing significant delays and therefore a high level of frustration when traveling.

certification: yes
Submit: Submit

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From:
Sent:
To:
Subject:

August 7, 2016 02:43 PM
CBSA-ASFC_Complaints_Unit-Division_des_plaintes
WWW Form Submission

frmID: ccc
Confirmation: Thank you for sharing your feedback. Your message has been sent. For more information on how the
CBSA handles feedback, please visit our --FAQ Page-.
subject: Feedback Form
feedback type: complaint
email2:
first name:
family name:
phone number:
address:1
city:
province state:
postal code:
country:
time_contact-hh: 12:00
date_month: June
date_day: 29
date_year: 2016
time_hh:
time_mm:
location: Customs Stall number 16
feedback: Hello:

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2

agent gave me a cold, harsh fact that
never softened or smiled and demanded to know,
barked at me

certification: yes
Submit: Submit

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From:
Sent:
To:
Subject:

August 7, 2016 06:29 PM
CBSA-ASFC_Complaints_Unit-Division_des_plaintes
WWW Form Submission

frmID: ccc
Confirmation: Thank you for sharing your feedback. Your message has been sent. For more information on how the
CBSA handles feedback, please visit our --FAQ Page-.
subject: Feedback Form
feedback type: complaint
email2:
first name:,
family name:
phone number:
address:
city:
province state:
postal code:
country: i
time_contact-hh: 17:00
date_month: July
date_day: 19
date_year: 2016
time_hh:
time_mm:
location: YVR
service provider: Canadian Immigration

l

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feedback: I was questioned by immigration
the agent was using his position to intimidate me
and belittle me.

certification: yes
Submit: Submit

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From:
Sent:
To:
Subject:

K K U ItU ItU A

August 8, 2016 10:09 AM
CBSA-ASFC_Connplaints_Unit-Division_des_plaintes
WWW Form Submission

frmID: ccc
Confirmation: Thank you for sharing your feedback. Your message has been sent. For more information on how the
CBSA handles feedback, please visit our -FAQ Page-.
subject: Feedback Form
feedback type: complaint
email2:
first name:
family name:
phone number:
address:1
city:
province state:
postal code:
country:
time_contact-hh: 10:00
date_month: August
date_day: 08
date_year: 2016
time_hh:
time_mm:
feedback:
the lack of
professionalism of the employee

she inpatient
she was extremely unprofessional and rude
l

 2

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unprofessional
manner >

aggressive tone of voice.

she hung up the phone on me three separate times

Regards,

certification: yes
Submit: Submit

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R eco urse D ire c to ra te
D irectio n des re co u rs
R E C E IV E D - REQU

Canada Border Services Agency
Recourse Directorate

^

333 North River Rd, Tower A, 11th Floor

AUG 0 6 2016

File No.

Ottawa, ON, K1A 0L8

Ref.

_____________

Aug 1, 2016

Re: Request for a Ministerial Decision

Dear Sir or Madam,

3BSA officers were using fabricated details and
untrue descriptions

1

  

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CBSA of?cers made false statements repeatedly and intentionally.

Regards,

 

 

Cumin. 9)::th Serum A?ewa?

Rwy: Divafomie
355 Nw?k Raver Rd, Tania A How

Offcuua, 0M, 01.8

 






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From:
Sent:
To:
Subject:

August 9, 2016 05:43 PM
CBSA-ASFC_Complaints_Unit-Division_des_plaintes
WWW Form Submission

frmID: ccc
Confirmation: Thank you for sharing your feedback. Your message has been sent. For more information on how the
CBSA handles feedback, please visit our --FAQ Page-.
subject: Feedback Form
feedback type: complaint
email2:
first name:
family name:
phone number:
address:
city:
province state:
postal code:
country:
time_contact-hh: 09:00
date_month: June
date_day: 18
date_year: 2016
time_hh:
time_mm:
location: Vancouver international Airport
feedback:

l

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2

tne immigration agent, out tne directions were
not clear and concise.

certification: yes
Submit: Submit

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From:
Sent:
To:
Subject:

August 9, 2016 05:55 PM
CBSA-ASFC_Complaints_Unit-Division_des_plaintes
WWW Form Submission

frmID: ccc
Confirmation: Thank you for sharing your feedback. Your message has been sent. For more information on how the
CBSA handles feedback, please visit our --FAQ Page-.
subject: Feedback Form
feedback type: complaint
email2:
first name:
family name: I
phone number:
address:
city:
province state:
postal code:
country:
date_month: August
date_day: 08
date_year: 2016
time_hh: I
time_mm:
location: Toronto Pearson Airport Terminal 1
feedback: Aug. 9, 2016
To Whom It May Concern:

l

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2

The officer immediately chastised her

"

very loudly and condescendingly pointing <

the verbal harassment,

certification: yes
Submit: Submit

2

 CESA :eieasec unde?ihe Access [3 Inimmahcn Ad
ASFC Dwuiga?PROTECTED A

 

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I?Acc?s a i'iMnrmamnn

1

From:
Sent:
To:
Subject:

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August 9, 2016 08:26 PM
CBSA-ASFC_Complaints_Unit-Division_des_plaintes
WWW Form Submission

identification: victim
confirm :,
first_name:
family_name:
phone:
address:
city:
province_state:
postal_zip:
country:
time_hh: 11
time_mm: 00
staff_contact:
date_month: August
date_day: 09
date_year: time_hh2: 1
time_mm2:
information: (
participation:
location: Montreal

l

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feedback:
very rude, condensending
It was abusive

certification: yes
Submit: Submit

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August 2 .2 0 1 6
Recourse Directorate
Canada Boarder Services Agency

Ottawa, ON K 1A 0L8

CANADA

RH:

Recourse Directorate
Direction dies recow rs
RECEIVED - R E Q U

Date of Admission: July 26. 2016

AUG f 1 201
File No.
Ref.

Dear Sir or Madam:

1

Vancouver,
encountered some unpleasant experiences.

The Canadian immigration officer questioned
lengthy interrogations.

Very truly youcs.

as to her purpose o f visiting Canada. Alter

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From:
Sent:
To:
Subject:

August 12, 2016 10:37 PM
CBSA-ASFC_Complaints_Unit-Division_des_plaintes
WWW Form Submission

frmID: ccc
Confirmation: Thank you for sharing your feedback. Your message has been sent. For more information on how the
CBSA handles feedback, please visit our --FAQ Page-.
subject: Feedback Form
feedback type: complaint
email2:
first name:
family name:
phone number:
address:
city:
province state:
postal code:
country:
time_contact-hh: 10:00
date_month: August
date_day: 12
date_year: 2016
time_hh:
time mm:
location: Toronto Pearson Airport

l

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2

feedback:

-- When I called the Border Services, and asked '
disrespect and hung up

they spoke to be with

this racial profiling

certification: yes
Submit: Submit

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From:
Sent:
To:
Subject:

August 15, 2016 01:41 PM
CBSA-ASFC_Complaints_Unit-Division_des_plaintes
WWW Form Submission

frmID: ccc
Confirmation: Thank you for sharing your feedback. Your message has been sent. For more information on how the
CBSA handles feedback, please visit our --FAQ Page-.
subject: Feedback Form
feedback type: complaint
email2:
first name:
family name:
phone number: address:
city:
province state:
postal code:
country:
time_contact-hh: 14:00
date_month: August
date_day: 12
date_year: 2016
time_hh: :
time_mm: - mm location: Pearson International Airport
feedback: Good afternoon,

l

 2

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He clearly had no idea what he was doing or what he was
looking for.

Your agent tried to bully me and
intimidate me into saying something that wasn't true.
>eing questioned and
interrogated treated like a criminal literally!
verbally beaten '

verbal and mental abuse

being harassed and insulted

certification: yes
Submit: Submit

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From:
Sent:
To:
Subject:

August 16, 2016 08:47 AM
CBSA-ASFC_Connplaints_Unit-Division_des_plaintes
Soumission du formulaire WWW

frmID: ccc
Confirmation: Merci d'avoir partage votre retroaction. Votre message a ete envoye. Pour plus d'information sur la fagon
dont I'ASFC traite la retroaction, veuillez visiter notre --page FAQ--.
sujet: Formulaire de retroaction
type de retroaction: Plainte
courriel2:
prenom: I
nom de famille:
numero de telephone:
adresse:
ville:
province etat: <
code postal:
pays: (
time_contact-hh: 16:00
d a te jo u r: 15
datejmois: August
date_annee:2016
temp_hh:
te m p jrim :
lieu: Aeroport mtl trudeau immigration
retroaction: Madame
agente d'immigration a I'immigration de lareoport montreal trudeau a manquer de de
tolerance et de professionnalisme
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2

arrogance

manque de professionnalisme de la part d'un agent de I'immigration
attestation: yes
Submit: Soumettre

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From:
Sent:
To:
Subject:

August 16, 2016 11:50 AM
CBSA-ASFC_Complaints_Unit-Division_des_plaintes
WWW Form Submission

frmID: ccc
Confirmation: Thank you for sharing your feedback. Your message has been sent. For more information on how the
CBSA handles feedback, please visit our --FAQ Page-.
subject: Feedback Form
feedback type: complaint
email2: <
first name:
family name:
phone number:
address:
city:
province state:
postal code:
country:
time_contact-hh: 16:00
date_month: August
date_day: 15
date_year: 2016
time_hh:
time_mm: i
location: Toronto International Airport
service provider: Canadian Immigration (CBSA)

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2

feedback:

I was sent to have my bag inspected at the Airport Immigration.

They inspected my bags and found nothing.

certification: yes
Submit: Submit

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From:
Sent:
To:
Subject:

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August 17, 2016 10:52 AM
CBSA-ASFC_Complaints_Unit-Division_des_plaintes
WWW Form Submission

frmID: ccc
Confirmation: Thank you for sharing your feedback. Your message has been sent. For more information on how the
CBSA handles feedback, please visit our --FAQ Page--.
subject: Feedback Form
feedback type: complaint
email2:
first name:
family name:
phone number:
address:!
city:
province state:
postal code: :
country:
time_contact-hh: 17:00
date_month: August
date_day: 06
date_year: 2016
tim e_hh::
time_mm: ■
location: Pearson Toronto AirPort terminal 3
feedback:
customs officiers and
l

employees are very unfriendly

 (
2

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talk very rudely and not with respect.

threated
rudely

immigration officiers are rudely and very unfriendly

certification: yes
Submit: Submit

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From:
Sent:
To:
Subject:

August 17, 2016 10:45 PM
CBSA-ASFC_Complaints_Unit-Division_des_plaintes
WWW Form Submission

Categories:

Purple Category

frmID: ccc
Confirmation: Thank you for sharing your feedback. Your message has been sent. For more information on how the
CBSA handles feedback, please visit our --FAQ Page--.
subject: Feedback Form
feedback type: complaint
email2:
first name:
family name:
phone number:
address:
city:
province state:
postal code:
country:
time_contact-hh: 11:00
date_month: May
date_day: 16
date_year: 2016
time_hh: :
time mm:
location: MontrAOal-Trudeau airport

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2

I was stopped and questioned by one officer

NOT receive any document
for this i

certification: yes
Submit: Submit

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From:
Sent:
To:
Cc:
Subject:

GTAR Correspondence RDGO / RGT Correspondence BDGR (CBSA/ASFC)
August 18, 2016 10:57 AM
CBSA-ASFC_Complaints_Unit-Division_des_plaintes
GTAR Correspondence RDGO / RGT Correspondance BDGR (CBSA/ASFC)
complaint

CFN please
From: Szplitgeiber, Elizabeth
Sent: August 15, 2016 1:24 PM
To: Dennis, Jennifer
Subject: FW: Toronto Pearson - GTAAPossible complaint coming our way,

Elizabeth Szplitgeiber
Superintendent / Surintendante
Canada Border Services Agency/Agence des services frontaliers du Canada/
Toronto Pearson Int'l. Airport, Terminal 1/Aeroport International Toronto Pearson, Aerogare 1
PO Box 40 Mississauga ON L5P 1A2
Elizabeth.Szplitqeiber@cbsa-asfc-qc.ca
Telephone   Telephone 905-676-4672 / Government of Canada   Gouvernement du Canada
From: Puster, Maria rmailto:maria.Duster@ataa.coml
Sent: August 15, 2016 11:29 AM
To: Szplitgeiber, Elizabeth
Cc: Plavcic, Dragana
Subject: FW: Toronto Pearson - GTAAHi Elizabeth,
Below is a passenger complaint that our Customer Service Department received. For your information as we will be
providing them with CBSA's contact information.

Thanks,
Maria Puster
Senior Representative, Flow and Facilitation
Customer and Terminal Services
416-776-3236 cell
fax 416-776-3075

In support of our ISO 14001 program, please avoid printing e-mails whenever possible.

From: GTAA Customer Service
Sent: Monday, August 15, 2016 8:58 AM
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2

To: Puster, Maria
Subject: Fwd: Toronto

Pearson - GTAA-;

Good m orning M aria,
Please see th e co m m en ts below . S ta n d a rd CBSA response will be sent.
T h a n k you .

D ra g a n a P lavcic Passenger S ervice C o ordin ato r
C u sto m er and T erm in a l Services
6 -3 3 2 9
fa x 6 -5 8 0 8
oui

,) 14001

.

: cl printing e-m ails whenever

ible.

w ro te:

T h e custom s a g e n t decided to in te rro g a te
T h e re is an a ir of arro g an ce th a t w as displayed by several a g en ts

2

 CBSA- Released um 91 the Access #2 \Mnrmamm Ac 
ASFC Irmlgahan en vein :12 \a \m su? \?Acses I?mla?mahan

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From:
Sent:
To:
Subject:

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August 18, 2016 08:11 PM
CBSA-ASFC_Complaints_Unit-Division_des_plaintes
WWW Form Submission

frmID: ccc
Confirmation: Thank you for sharing your feedback. Your message has been sent. For more information on how the
CBSA handles feedback, please visit our -FAQ Page--.
subject: Feedback Form
feedback type: complaint
email2:
first name:
family name:
phone number:
address:
c ity :!
province state:
postal code:
country:
time_contact-hh: 16:00
date_month: date_day:
date_year: time_mm:
location: At Security check in Calgary
feedback:
security officer

l

was extremely rude discourteous
in very rud tone

 (
2

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certification: yes
Submit: Submit

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From:
Sent:
To:
Subject:

August 19, 2016 02:58 PM
CBSA-ASFC_Complaints_Unit-Division_des_plaintes
WWW Form Submission

frmID: ccc
Confirmation: Thank you for sharing your feedback. Your message has been sent. For more information on how the
CBSA handles feedback, please visit our --FAQ Page-.
subject: Feedback Form
feedback type: complaint
em ail2:.
first name:
family name:
phone number:
address:'
city:
province state: >
postal code:
country:
time_contact-hh: 14:00
date_month: August
date_day: 15
date_year: 2016
time_hh:
time_mm: :
location: Toronto Airport
feedback:

l

 jertheAccesstoInformationAct.

2

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This treatment of complete disrespect i

certification: yes
Submit: Submit

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From:
Sent:
To:
Subject:

August 19, 2016 04:24 PM
CBSA-ASFC_Complaints_Unit-Division_des_plaintes
WWW Form Submission

frmID: ccc
Confirmation: Thank you for sharing your feedback. Your message has been sent. For more information on how the
CBSA handles feedback, please visit our --FAQ Page-.
subject: Feedback Form
feedback type: complaint
email2:
first name:,
family name:
phone number:
address:
city:
province state:
postal code:
country:
time_contact-hh: 11:00
date_month: August
date_day: 05
date_year: 2016
time_hh:
time_mm:
location: Dorval
tracking form cargo number:

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service provider:
feedback: August 19, 2016
1.

Explanation Request

2.

When we arrived the CBS Agent was on his cellular telephone, on his Facebook account, he acknowledged our presence
about a minute after, and then closed it before speaking to us. We were clearly disturbing him.

certification: yes
Submit: Submit

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From:
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To:
Subject:

August 24, 2016 08:18 AM
CBSA-ASFC_Complaints_Unit-Division_des_plaintes
WWW Form Submission

frmID: ccc
Confirmation: Thank you for sharing your feedback. Your message has been sent. For more information on how the
CBSA handles feedback, please visit our --FAQ Page-.
subject: Feedback Form
feedback type: complaint
email2:
first name:
family name:
phone number:
address:
city:
province state:
postal code:
country:
time_contact-hh: 10:00
date_month: August
date_day: 14
date_year: 2016
time_hh:
time_mm:
location: Toronto pearson
feedback:
verbally harassed
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my belongings we searched destroyed!

certification: yes
Submit: Submit

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From:
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Subject:

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August 25, 2016 01:55 PM
CBSA-ASFC_Complaints_Unit-Division_des_plaintes
WWW Form Submission

confirm:
first_name:
family_name:
phone:
address:
city:
province_state:
postal_zip: I
country:
time_hh: 14
tim e jrim : 00
date_month: July
date_day: 24
date_year: time_hh2:
tim e_m m 2::

location: Toronto
feedback:
a customer's officer that was rude

 he threw the passport to her and scream to her go to school learn
English
certification: yes
Submit: Submit

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From:
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To:
Subject:
frmID: ccc

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August 25, 2016 02:31 PM
CBSA-ASFC_Complaints_Unit-Division_des_plaintes
WWW Form Submission

Confirmation: Thank you for sharing your feedback. Your message has been sent. For more information on how the
CBSA handles feedback, please visit our --FAQ Page--.
subject: Feedback Form
feedback type: complaint
email2: i
first name:
family name:
phone number:
address:
city:
province state:
postal code:
country:
time_contact-hh: 16:00
date_month: August
date_day: 25
date_year: 2016
time_hh:
time mm: <
location:;

 1
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2

the officers are always laughing out loud behind the
waiting area?

it's very unprofessional 1

certification: yes
Submit: Submit

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From:
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To:
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frmID: ccc

PROTECTED A

August 25, 2016 04:28 PM
CBSA-ASFC_Complaints_Unit-Division_des_plaintes
Soumission du formulaire WWW

Confirmation: Merci d'avoir partage votre retroaction. Votre message a ete envoye. Pour plus d'information sur la fagon
dont I'ASFC traite la retroaction, veuillez visiter notre --page FAQ"*
sujet: Formulaire de retroaction
type de retroaction: Plainte
courriel2:
prenom:
nom de famille:
numero de telephone:
adresse:
ville:
province etat:
code postal:
pays:
time_contact-hh: 10:00
d a te jo u r: 21
date_mois: August
date_annee: 2016
temp_hh:
temp_mm:
lieu: Aeroport de Montreal

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2

I'agente tres froide et stressante :

je n'ai pas ete accueilli d'une bonne maniere par nos autorites
Canadienne.

attestation: yes

 PROTECTED A

3

Submit: Soumettre

2

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1

From:
Sent:
To:
Cc:
Subject:
Bonjour Marshall, svp enregistrer

Montpellier, Manon
August 26, 2016 08:52 AM
CBSA-ASFC_Complaints_Unit-Division_des_plaintes
CBSA-ASFC_RDGO-BDGR-QUE
CFNxxxxxxxxxxx cette plainte pour notre region.

Merci
Manon M ontpellier
Agente regionaie des programmes , Division des services corporatifs et des programmes, Region du Quebec Coordonnatrice
regionaie - piaintes
Agence des services frontaliers du Canada / Gouvernement du Canada
manon.montpellier(a)cbsa-asfc.ac.ca / Tel: 514-283-8700 x 6016 / ATS: 866-335-3237
Regional Program Officer, Corporate and Program Services Division
Regional Coordinator - complaints
Canada Border Services Agency / Government o f Canada manon.montpellier^cbsa-asfc.gc.ca
I Tel: 514-283-8700x6016 / TTY: 866-335-3237

De : Perreault, Karine
Envoye : 26 aout, 2016 8:43
A : Montpellier, Manon Cc
: Perreault, Karine
O b je t: TR:
- Complaint Bonjour Manon,
Svp, faire numerator cette plainte.
Merci
Karine Perreault
Adjointe administrative. District des aeroports - Region du Quebec Agence
des services frontaliers du Canada   Gouvernement du Canada

karine.perreault@cbsa~asfc.gc.ca

  Tel: 514-633-7702   ATS: 866-335-3237

Administrative Assistant, Airports District - Quebec Region Canada Border
Services Agency   Government of Canada

asfc.gc.ca

karine.perreault@cbsa-

I Tel: 514-633-7702   TTY: 866-335-3237

De : QUE-PET, Programmes
Envoye : 25 aout, 2016 3:11
A : Perreault, Karine
O b je t: TR: i
- Complaint l

 PROTECTED A

2

Une autre plainte a ouvrir,

Catherine Renaud
Agente regionale des programmes, Services operationnels, Division des services corporatifs et des programmes, Region
du Quebec
Agence des services frontaliers du Canada / Gouvernement du Canada Catherine.renaud@.asfc.qc.ca
/T e l.: 5 1 4 -6 33 -7 8 15 /A T S : 866-335-3237
Regional Programs Officer, Operational Services, Corporate and Program Services Division, Quebec Region
Canada Border Services Agency / Government of Canada
Catherine.renaud@asfc.ac.ca / Tel.: 514-633-7815 / TTY: 866-335-3237

De : YULQientele f mailto:YULCIientele@admtl.com1
Envoye : 25 aout, 2016 2:03
A : QUE-PET, Programmes
C c : Asselin, Francois-Nicolas
O b je t : TR:
- Complaint

Bonjour,
Je vous envoie cette plainte pour votre suivi.
Merci,

WWW.ADMTL.COM

De : no -replv@ adm tl.com [mailto:no-reply@admtl.com1 Envoye
: 20 aout 2016 07:30
A : YULClientele <YU LCIientele@ adm tl.com >
O b je t:

- Complaint -

2

 PROTECTED A

3

Phone:

Express Yourself
Message:
question me about how long I was going to be in the country for

this security guard insulted

Date o f Event:
2016-08-20 Time:
07:15
I would like a response to my comment:
Yes

3

 1

From:
Sent:
To:
Subject:
frmID: ccc

PROTECTED A

August 26, 2016 04:49 PM
CBSA-ASFC_Complaints_Unit-Division_des_plaintes
WWW Form Submission

Confirmation: Thank you for sharing your feedback. Your message has been sent. For more information on how the CBSA
handles feedback, please visit our --FAQ Page--.
subject: Feedback Form
feedback type: complaint
em ail2:;
first name:
family name:
phone number:
address:
city:
province state:
postal code:
country:
date_month: August
date_day: 25
date_year: 2016
time_hh: i
tim e jrim :
location: Toronto Pearson Airport
tracking form cargo number:
an open bottle
that had leaked all over

 1

The bag had been torn open, and the cap was not properly placed onto the bottle.

lack of respect to our belongings by border security

certification: yes
Submit: Submit

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From:
Sent:
To:
Subject:
frmID: ccc

August
August 29,
29, 2016
2016 04:09
04:09 PM
PM
CBSA-ASFC_Complaints_Unit-Division_des_plaintes
CBSA-ASFC_Complaints_Unit-Division_des_plaintes
WWW
WWW Form
Form Submission
Submission

Confirmation: Thank you for sharing your feedback. Your message has been sent. For more information on how the
CBSA handles feedback, please visit our --FAQ Page--.
subject: Feedback Form
feedback type: complaint
email2:
first name:
family name:
phone number:
address:
city:
province state:
postal code:
country:
time_contact-hh: 09:00
date_month: August
date_day: 25
date_year: 2016
time_hh: :
time mm:
location: Vancouver International Airport

l

 PROTECTED A

2

feedback: To Whom It May Concern:

officer

who was extremely rude

was not explaining himself very clearl\

this was inhumane.

border officer

mistreated me.

2

 3

PROTECTED A

Sincerely,

certification: yes
Submit: Submit

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Safari/537.36

3

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1

From:
Sent:
To:
Subject:
frmID: ccc

August 30, 2016 10:22 AM
CBSA-ASFC_Complaints_Unit-Division_des_plaintes
WWW Form Submission

Confirmation: Thank you for sharing your feedback. Your message has been sent. For more information on how the
CBSA handles feedback, please visit our --FAQ Page--.
subject: Feedback Form
feedback type: complaint
email2:
first name:

j

family name:'
phone number: i
address:
city: I
province state:
postal code: i
country: i
time_contact-hh: 10:00
date_month: August
date_day: 27
date_year: 2016
time_hh: i
time mm:
location: Pearson International airport

 CBSA- ReleasedundertheAccesstoInformationAct.

1

2

pro tected

A

they sent me for search. I watched as the lady opened up the metal sealed container and

dipped her hand in

taken advantaged of and violated

certification: yes
Submit: Submit

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1

From:
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To:
Subject:
frmID: ccc

August 30, 2016 01:21 PM
CBSA-ASFC_Complaints_Unit-Division_des_plaintes
WWW Form Submission

Confirmation: Thank you for sharing your feedback. Your message has been sent. For more information on how the
CBSA handles feedback, please visit our --FAQ Page--.
subject: Feedback Form
feedback type: complaint
email2:
first name:
family name:
phone number:
address: :
city: i
province state:
postal code:

\

country:
time_contact-hh: 16:00
date_month: August
date_day: 26
date_year: 2016
time_hh:
timejTim:

location: Pearson - Canada Border Service Agency
service provider: Canada Border Service Agency

i

 2

feedback:
Hello,

PROTECTED A

. He was being very condescendent
he was being rude.

certification: yes
Submit: Submit

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Safari/537.36

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1

From:
Sent:
To:
Subject:
frmID: ccc

PROTECTED A

September 3, 2016 04:26 PM
CBSA-ASFC_Complaints_Unit-Division_des_plaintes
WWW Form Submission

Confirmation: Thank you for sharing your feedback. Your message has been sent. For more information on how the
CBSA handles feedback, please visit our --FAQ Page--.
subject: Feedback Form
feedback type: complaint
email2:
first name:
family name:
phone number:
address:
city:
province state:
postal code:
country:
tim e _ c o n ta c t- h h : 1 0 :0 0

d a te _ m o n th : S e p te m b e r

d a te _ d a y : 0 2

d a te _ y e a r: 2 0 1 6

t im e _ h h :

t im e j T i m :

location: Pearson Airport
service provider: CBSA Officer

 I
2

pro tected

A

feedback: Hello,

At the port of entry, officer had asked them for a copy of correspondence letter and had insisted that there had to be a
letter

the officer could use her discretion

(and not implying that there were liars)

certification: yes
Submit: Submit

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Safari/537.36

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ASFC Irmlgahan en vein :12 \a \m su? \?Acses I?mla?mahan

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1

From:
Sent:
To:
Subject:
frmID: ccc

September 5, 2016 07:02 PM
C B S A -A S F C _ C o m p la in ts _ U n it-D iv is io n _ d e s _ p la in te s
S o u m is s io n d u fo r m u la ir e W W W

Confirmation: Merci d'avoir partage votre retroaction. Votre message a ete envoye. Pour plus d'information sur la fagon
dont I'ASFC traite la retroaction, veuillez visiter notre --page FAQ-.
sujet: Formulaire de retroaction
type de retroaction: Plainte
courriel2:
prenom:
nom de famille:
numero de telephone:
adresse:
ville:
province etat:
code postal:
pays:
time_contact-hh: 09:00
d a te jo u r: 28
date_mois: juillet
date_annee: 2016
temp_hh: i
temp_mm:
lieu: Aeroport Montreal - YUL
retroaction:
jne agente d'immigration IRRESPECTUEUSE ET INSOLENTE

 1

PROTECTED A

2

impolitesse et elle emploie un ton arrogant et avec des prejuges.

Elle a ete hautaine et insupportable

rrespectueux et immoral.
RACISTES.

attestation: yes
Submit: Soumettre

Mozilla/5.0 (Macintosh; Intel Mac OS X 10.10; rv:48.0) Gecko/20100101 Firefox/48.0

 CBSA- Released um 91 the Access #2 \Mnrmamm Ac 
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1

From:
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Subject:
frmID: ccc

PROTECTED A

September 6, 2016 07:06 PM
CBSA-ASFC_Complaints_Unit-Division_des_plaintes
WWW Form Submission

Confirmation: Thank you for sharing your feedback. Your message has been sent. For more information on how the
CBSA handles feedback, please visit our --FAQ Page--.
subject: Feedback Form
feedback type: complaint
email2:
first name:
family name:
phone number:
address:
city:
province state:
postal code:
country:
time_contact-hh: 15:00
date_month: September
date_day: 06
date_year: 2016
time_hh: :
time mm:
location: montreal airport

 I
PROTECTED A

2

I am still referred to secondary inspection every time (

certification: yes
Submit: Submit

Mozilla/5.0 (BB10; Touch) AppleWebKit/537.35+ (KHTML, like Gecko) Version/10.3.2.2876 Mobile Safari/537.35+

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From:
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Subject:
frmID: ccc

September 6, 2016 10:18 PM
CBSA-ASFC_Complaints_Unit-Division_des_plaintes
CBSA-ASFC_Complaints_Unit-Division_des_plaintes
WWW Form
Form Submission
Submission
WWW

Confirmation: Thank you for sharing your feedback. Your message has been sent. For more information on how the
CBSA handles feedback, please visit our --FAQ Page--.
subject: Feedback Form
feedback type: complaint
email2: i
first name:
family name:
phone number:
address: :
city:
province state:
postal code:
country:
time_contact-hh: 09:00
date_month: September
date_day: 05
date_year: 2016
time_hh:
time mm:
location: Montreal Trudeau Airport

 PROTECTED A

2

border agent, she was
polite and professional.

The border agents that worked in this particular team (or shift) had no sense of urgency even though lines were very
long.

-Poor service

I was singled out and discriminated based on my
race and gender both times.

2

 PROTECTED A

3

certification: yes
Submit: Submit

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Safari/537.36

3

 1

From:
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To:
Subject:
frmID: ccc

PROTECTED A

September 8, 2016 08:42 AM
CBSA-ASFC_Complaints_Unit-Division_des_plaintes
WWW Form Submission

Confirmation: Thank you for sharing your feedback. Your message has been sent. For more information on how the
CBSA handles feedback, please visit our --FAQ Page--.
subject: Feedback Form
feedback type: complaint
em ail2:;
first name:
family name:
phone number: <
address:
city:
province state:
postal code:'
country:
time_contact-hh: 12:00
date_month: September
date_day: 06
date_year: 2016
time_hh:
time mm:
location: Toronto YYZ

 he raised his voice at me
The officer was evidently rude and verbally harassed me
this officer
too raised his voice at me demanding why I was not knowledgeable enough
The officer continued to verbally assault me in a degrading and
condescending tone

dm uumg

The customs officer repeatedly to insult me by saying 1do not know what 1
i
. i . k■
■
i
i
iii
.■
.............
i

Also, he continued to
insult me by saying coming into Canada is not a privilege but a right and that I clearly do not know my rights.

certification: yes
Submit: Submit

Mozilla/5.0 (Macintosh; Intel Mac OS X 10_10_5) AppleWebKit/537.36 (KHTML, like Gecko) Chrome/52.0.2743.116
Safari/537.36

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1

From:
Sent:
To:
Subject:
fmrID: rcms2016a

date of action: 2016-08-29
client type:
client first name:
client surname:
client address:
client city:
client country:
client province/state:
client postal/zip code:
client phone number:
client phone number type:
representation:
details: To whom it may concern,

August 29, 2016 01:54 PM
CBSA-ASFC_IT_RCMSOSg
WWW Form Submission

 i

The officer was
not understanding and was at times racist,

certification: yes
date submitted: 2016-08-29
language: english [language=l]
Submit: Submit

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Safari/601.6.17

 CBSA- Released um 91 the Access #2 \Mnrmamm Ac 
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1

From:
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frmID: ccc

PROTECTED A

September 8, 2016 06:30 PM
CBSA-ASFC_Complaints_Unit-Division_des_plaintes
WWW Form Submission

Confirmation: Thank you for sharing your feedback. Your message has been sent. For more information on how the
CBSA handles feedback, please visit our --FAQ Page--.
subject: Feedback Form
feedback type: complaint
email2:
first name:
family name:
phone number:
address: ■
city:
province state:
postal code:
country:
date_month:
date_day: 12
date_year: 2016
time mm: - mm location: TPIA-T3

 1
PROTECTED A

2

A CBSA officer,

treated me very badly. He called me "moron" more than once

officer
said to me "pack your crap" in a very derogatory tone. In addition,
mocked my English language accent
He laughed with another officer about my accent.

Sincerely,

certification: yes
Submit: Submit

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ASFC Irmlgahan en vein :12 \a \m su? \?Acses I?mla?mahan

1

From:
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To:
Subject:
frmID: ccc

PROTECTED A

September 8, 2016 09:30 PM
CBSA-ASFC_Complaints_Unit-Division_des_plaintes
WWW Form Submission

Confirmation: Thank you for sharing your feedback. Your message has been sent. For more information on how the
CBSA handles feedback, please visit our --FAQ Page--.
subject: Feedback Form
feedback type: complaint
email2:
first name:
family name:
phone number:
address:
city:
province state:
postal code:
country: (
time_contact-hh: 11:00
date_month: September
date_day: 08
date_year: 2016
time_hh:
time mm:
location: Pearson Airport - arrivals

 1
2

H K U ItU IbU A

was bullied by the CBSA employee
he started yelling at me,

and threatened

me. He was so aggressive

the total lack of professionalism,

certification: yes
Submit: Submit

Mozilla/5.0 (iPhone; CPU iPhone OS 9_3_5 like Mac OS X) AppleWebKit/601.1.46 (KHTML, like Gecko) Version/9.0
Mobile/13G36 Safari/601.1

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1

From:
Sent:
To:
Subject:
frmID: ccc

PROTECTED A

September 9, 2016 01:22 AM
CBSA-ASFC_Complaints_Unit-Division_des_plaintes
WWW Form Submission

Confirmation: Thank you for sharing your feedback. Your message has been sent. For more information on how the
CBSA handles feedback, please visit our --FAQ Page--.
subject: Feedback Form
feedback type: complaint
email2:
first name:
family name:
phone number:
address:
city:
province state:
postal code:
country:
time_contact-hh: 10:00
date_month: September
date_day: 04
date_year: 2016
time_hh:
time mm: (
location: Vancouver Airport Border

 1

I sat and waited a while to be questioned by a control officer,
He started to absolutely grill me '
degradeing.
was calling me a liar

certification: yes
Submit: Submit

Mozilla/5.0 (Windows NT 6.1; Trident/7.0; rv:11.0) like Gecko

and the manner he asked was rude and

 CBSA- Released um 91 the Access #2 \Mnrmamm Ac 
ASFC Irmlgahan en vein :12 \a \m su? \?Acses I?mla?mahan

der theAccess to Information Act.

PROTECTED A

From:
Sent:
To:
Subject:
frmID: ccc

September 9, 2016 09:18 AM
CBSA-ASFC_Complaints_Unit-Division_des_plaintes
WWW Form Submission

Confirmation: Thank you for sharing your feedback. Your message has been sent. For more information on how the
CBSA handles feedback, please visit our --FAQ Page--.
subject: Feedback Form
feedback type: complaint
email2:
first name:
family name:
phone number:
address:
city:
province state: <
postal code:
country:
time_contact-hh: 11:00
date_month: July
date_day: 28
date_year: 2016
time_hh: i
time_mm:
location: Vancouver international airport
feedback: During a interview I was numerously told by cbsa agent
and was told I was required by law to do so,

to reveal how much money I had in my bank

 l

certification: yes
Submit: Submit

Mozilla/5.0 (Linux; Android 6.0.1; SAMSUNG SM-N910W8 Build/MMB29M) AppleWebKit/537.36 (KHTML, like Gecko)
SamsungBrowser/4.0 Chrome/44.0.2403.133 Mobile Safari/537.36

 CBSA- Released um 91 the Access #2 \Mnrmamm Ac 
ASFC Irmlgahan en vein :12 \a \m su? \?Acses I?mla?mahan

(
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1

From:
Sent:
To:
Subject:
frmID: ccc

September 10, 2016 08:53 AM
CBSA-ASFC_Complaints_Unit-Division_des_plaintes
WWW Form Submission

Confirmation: Thank you for sharing your feedback. Your message has been sent. For more information on how the
CBSA handles feedback, please visit our --FAQ Page--.
subject: Feedback Form
feedback type: complaint
email2:
first name:
family name:
phone number:
address:
c ity :'
province state:
postal code:
country:
time_contact-hh: 14:00
date_month: September
date_day: 09
date_year: 2016
time_hh:
time mm: ■
location: Toronto Pearson Airport

 1

2

PROTECTED A

another officer started questioning me
We then spent more than an hour going through my luggage and deciding over the value
and place of purchase of my belongings.
the interrogation style of questioning.

certification: yes
Submit: Submit

Mozilla/5.0 (Macintosh; Intel Mac OS X 10_10_4) AppleWebKit/537.36 (KHTML, like Gecko) Chrome/52.0.2743.116
Safari/537.36

 CBSA- Released um 91 the Access #2 \Mnrmamm Ac 
ASFC Irmlgahan en vein :12 \a \m su? \?Acses I?mla?mahan

(
1

From:
Sent:
To:
Subject:
frmID: ccc

PROTECTED A

September 10, 2016 08:08 PM
CBSA-ASFC_Complaints_Unit-Division_des_plaintes
WWW Form Submission

Confirmation: Thank you for sharing your feedback. Your message has been sent. For more information on how the
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subject: Feedback Form
feedback type: complaint
email2:
first name:
family name:
phone number:
address:
city:
province state:
postal code:
country:
date_month: September
date_day: 10
date_year: 2016
tim e_hh::
tim e jn m :
location: Toronto airport - Terminal 3
feedback: Dear officer.
super rude and unprofessional translation service we experienced at the
immigration section.

 1
2

PROTECTED A

And she shouted at me "
and then shouted at i
The immigration officer was gentle and smi!
ling'

all the officer are nice, but the translator is mad and behaved in such an
unprofessional way.

certification: yes
Submit: Submit

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 CBSA- Released um 91 the Access #2 \Mnrmamm Ac 
ASFC Irmlgahan en vein :12 \a \m su? \?Acses I?mla?mahan

1

From:
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To:
Subject:
frmID: ccc

PROTECTED A

September 12, 2016 02:57 PM
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WWW Form Submission

Confirmation: Thank you for sharing your feedback. Your message has been sent. For more information on how the
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subject: Feedback Form
feedback type: complaint
email2:
first name:
family name:
phone number:
address:
city:
province state:
postal code:
country:
time_contact-hh: 10:00
date_month: September
date_day: 09
date_year: 2016
time_hh:
tim ejTim : (
location: Toronto Pearson Airport, Terminal 1
feedback:

 I
PROTECTED A

2

was held for more than two hours at Pearson Airport by a CBSA officer (

certification: yes
Submit: Submit

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 CBSA- Released um 91 the Access #2 \Mnrmamm Ac 
ASFC Irmlgahan en vein :12 \a \m su? \?Acses I?mla?mahan

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1

From:
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September 13, 2016 12:41 PM
CBSA-ASFC_Complaints_Unit-Division_des_plaintes
WWW Form Submission

Confirmation: Thank you for sharing your feedback. Your message has been sent. For more information on how the
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subject: Feedback Form
feedback type: complaint
email2
first name:
family name:
phone number:
address:
city:
province state:
postal code:
country: (
date_month: September
date_day: 10
date_year: 2016
tim e_hh::
time_mm:
location: Montreal-Pierre Elliott Trudeau International Airport
feedback: To whom it may concern:
Two customs officers at Montreal-Pierre Elliott Trudeau International Airport spoke with me,

 I
use a language
other than the official languages of Canada or CBSA's instruction to greet passengers in their assumed "native" language.
utmost lack of professionalism and estrangement.

certification: yes
Submit: Submit

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OPR/39.0.2256.71

 CBSA- Released um 91 the Access #2 \Mnrmamm Ac 
ASFC Irmlgahan en vein :12 \a \m su? \?Acses I?mla?mahan

1

PROTECTEDA

From:
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September 13, 2016 10:42 PM
CBSA-ASFC_Complaints_Unit-Division_des_plaintes
Soumission du formulaire WWW

Confirmation: Merci d'avoir partage votre retroaction. Votre message a ete envoye. Pour plus d'information sur la fa?on
dont I'ASFC traite la retroaction, veuillez visiter notre --page FAQ--.
sujet: Formulaire de retroaction
type de retroaction: Commentaire
courriel2:
prenom:
nom de famille:
numero de telephone:
adresse:
ville:
province e ta t:1
code postal:
pays:
time_contact-hh: 17:00
d a te jo u r: 10
date_mois: septembre
date_annee: 2016
temp_hh:
te m p m m :
lieu: Arrivees Aeroport Internationale de Montreal - Pierre Elliott-Trudeau
fournisseur de service: Agent d'immigration

 cet agent peu avenant/sympathique

bien deplorable I'attitude de cet agent d'immigration; <

attestation: yes
Submit: Soumettre

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ASFC Irmlgahan en vein :12 \a \m su? \?Acses I?mla?mahan

1

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From:
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September 14, 2016 05:47 AM
CBSA-ASFC_Complaints_Unit-Division_des_plaintes
WWW Form Submission

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subject: Feedback Form
feedback type: complaint
email2:
first name:
family name:
phone number:
address:
city:
province state:
postal code:
country:
time_contact-hh: 09:00
date_month: September
date_day: 13
date_year: 2016
time_hh:
tim ejTim :
location: Vancouver international airport

afficer

very nice officer polite and kind,

 ASFC- Divulgationenvert

I

i
he checked my phone, looked through my text and
questioning me about non-sense, he started to humiliate me, disrespect me with no reason, he was rude and in
professional.

Mr. Officer

was a nice person.

certification: yes
Submit: Submit

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Mobile/13F69 Safari/601.1

 CBSA- Released um 91 the Access #2 \Mnrmamm Ac 
ASFC Irmlgahan en vein :12 \a \m su? \?Acses I?mla?mahan

PROTECTED A

From:
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Subject:
frmID: ccc

September 14, 2016 11:58 PM
CBSA-ASFC_Complaints_Unit-Division_des_plaintes
WWW Form Submission

Confirmation: Thank you for sharing your feedback. Your message has been sent. For more information on how the
CBSA handles feedback, please visit our --FAQ Page--.
subject: Feedback Form
feedback type: complaint
email2:
first name:
family name: /
phone number:
address: city:
province state:
postal code:
country: <
time_contact-hh: 11:00
date_month: September
date_day: 14
date_year: 2016
time_hh:
tim e jn m :
location: Toronto Lester B. Pearson International Airport - Terminal I (4,971)
feedback: To Whom It May Concern,

 PROTECTED A

2

This is a formal complaint on the conduct of CBSA's Officer

Officer

at Pearson airport on the indicated date.

then asked me (with clear irritation) about what I want.

Officer

then told me the following

- "I should stop insulting him and his subordinates"
- "Your fate tonight depend on how you talk to me now"
- "I can send you back all the way to the start of the line"

1- Officer

2-

Officer

was yelling at me infront of a room full of

persons, all silent and looking at me.

was threatening me (see above). His voice and tone was very high, sharp and authoritative

clear abuse of power from the part of Officer

Officer's

Officer

was very intimidating.

threatened and bullied.
was unprofessional and abused his authority and power.

2

 PROTECTED A

3

certification: yes
Submit: Submit

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3

 1

From:
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frmID: ccc

PROTECTED A

September 15, 2016 08:15 AM
CBSA-ASFC_Complaints_Unit-Division_des_plaintes
WWW Form Submission

Confirmation: Thank you for sharing your feedback. Your message has been sent. For more information on how the
CBSA handles feedback, please visit our --FAQ Page--.
subject: Feedback Form
feedback type: complaint
email2:
first name:
family name:
phone number:
address:
city:
province state:
postal code:,
country: (
date_month: September
date_day: 03
date_year: 2016
time_hh: :
time mm:
location: Lester B. Pearson Airport

 1

PROTECTED A r

2

He approach me shouting "I told you in there " with his finger pointed at the
screening room.

We waited and waited. No luggage. After at least 45 min. the agent came
back to us and said he checked into our situation and we were cleared to go,

Some of the staff were very nasty.

certification: yes
Submit: Submit

Mozilla/5.0 (compatible; MSIE 9.0; Windows NT 6.1; Trident/5.0)

 CBSA- Released um 91 the Access #2 \Mnrmamm Ac 
ASFC Irmlgahan en vein :12 \a \m su? \?Acses I?mla?mahan

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From:
Sent:
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Subject:
frmID: ccc

September 15, 2016 04:22 PM
CBSA-ASFC_Complaints_Unit-Division_des_plaintes
CBSA-ASFC_Complaints_Unit-Division_des_plaintes
WWW
WWW Form
Form Submission
Submission

Confirmation: Thank you for sharing your feedback. Your message has been sent. For more information on how the
CBSA handles feedback, please visit our --FAQ Page--.
subject: Feedback Form
feedback type: complaint
email2:
first name: (
family name: i
phone number: I
address:;
city:
province state:
postal code:
country:
date_month: September
date_day: 12
date_year: 2016
time_hh:
time mm:
location: toronto

l

 jertheAccesstoInformationAct.

PROTECTED A

2

very aggressive officer

I have three times checks and i have to answer the same questions

2

 PROTECTED A

3

certification: yes
Submit: Submit

Mozilla/5.0 (Windows NT 6.3; WOW64; Trident/7.0; Touch; MAARJS; rv:11.0) like Gecko

3

 1

From:
Sent:
To:
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frmID: ccc

PROTECTED A

September 20, 2016 09:37 AM
CBSA-ASFC_Complaints_Unit-Division_des_plaintes
WWW Form Submission

Confirmation: Thank you for sharing your feedback. Your message has been sent. For more information on how the
CBSA handles feedback, please visit our --FAQ Page--.
subject: Feedback Form
feedback type: complaint
email2:
first name:
family name:
phone number:
address:
city:
province state:
postal code:
country: “
date_month: September
date_day: 12
date_year: 2016
time_hh:
tim ejTim : <
location: Toronto

She was rude
I was the sent into another room

for about 4hours

 1
2

PROTECTED A

certification: yes
Submit: Submit

Mozilla/5.0 (Windows NT 10.0; Win64; x64) AppleWebKit/537.36 (KHTML, like Gecko) Chrome/51.0.2704.79
Safari/537.36 Edge/14.14393

 CBSA- Released um 91 the Access #2 \Mnrmamm Ac 
ASFC Irmlgahan en vein :12 \a \m su? \?Acses I?mla?mahan

1

From:
Sent:
To:
Subject:
frmID: ccc

PROTECTED A

September 22, 2016 06:56 PM
CBSA-ASFC_Complaints_Unit-Division_des_plaintes
WWW Form Submission

Confirmation: Thank you for sharing your feedback. Your message has been sent. For more information on how the
CBSA handles feedback, please visit our --FAQ Page--.
subject: Feedback Form
feedback type: complaint
email2
first name:
family name:
phone number:
address:
city:
province state:
postal code:
country:
time_contact-hh: 12:00
date_month: September
date_day: 22
date_year: 2016
time_hh: :
tim e jrim : :
location: Vancouver
feedback: Hi there.

 1
2

PROTECTED A

His tone was a bit sharp.
He asked me how long I was waiting and also mentioned that me asking was
taking up seconds of his time.

certification: yes
Submit: Submit

Mozilla/5.0 (Macintosh; Intel Mac OS X 10_11_6) AppleWebKit/537.36 (KHTML, like Gecko) Chrome/53.0.2785.116
Safari/537.36

 CBSA- Released um 91 the Access #2 \Mnrmamm Ac 
ASFC Irmlgahan en vein :12 \a \m su? \?Acses I?mla?mahan

1

From:
Sent:
To:
Subject:
frmID: ccc

PROTECTED A

September 23, 2016 02:51 AM
CBSA-ASFC_Complaints_Unit-Division_des_plaintes
WWW Form Submission

Confirmation: Thank you for sharing your feedback. Your message has been sent. For more information on how the
CBSA handles feedback, please visit our -FAQ Page-.
subject: Feedback Form
feedback type: compliment
email2:
first name:
family name:
phone number:
address::
city:
province state:
postal code:
country:
d a te jn o n th : September
date_day: 21
date_year: 2016
time_hh:
time m m :;
location
1

service provider: Vancouver International Airport Passenger Operations

 I
2

of the young office
reception (for no obvious reason). I

PROTECTED A

"

rudeness
he gave me such a chilling

certification: yes
Submit: Submit

Mozilla/5.0 (Windows NT 6.3; WOW64) AppleWebKit/537.36 (KHTML, like Gecko) Chrome/53.0.2785.116 Safari/537.36

 CBSA- Released um 91 the Access #2 \Mnrmamm Ac 
ASFC Irmlgahan en vein :12 \a \m su? \?Acses I?mla?mahan

1

In the attention of the CBSA Office
PROTECTED A

Officer

His conduct was very unfair

Officer
showed
no understanding, on the contrary he made them feel unwelcomed and jeopardized
their well-being.

Officer
checked

luggage and was visibly unhappy
he used

mockery

1

  

PROTECTED A

victims of discrimination.

CBSA- Released um 91 the Access #2 \Mnrmamm Ac 
ASFC Irmlgahan en vein :12 \a \m su? \?Acses I?mla?mahan

1

From:
Sent:
To:
Subject:
frmID: ccc

P K O IL U IL U A

September 23, 2016 03:14 PM
CBSA-ASFC_Complaints_Unit-Division_des_plaintes
WWW Form Submission

Confirmation: Thank you for sharing your feedback. Your message has been sent. For more information on how the
CBSA handles feedback, please visit our --FAQ Page--.
subject: Feedback Form
feedback type: complaint
email2:
first name:
family name:
phone num ber:!
address:
city:
province state: <
postal code:
country:
time_contact-hh: 16:00
date_month: August
date_day: 08
date_year: 2016
time_hh: (
time m m :!
location: Toronto Pearson International Airport Terminal one

 2

PROTECTED A

I
service provider: Canada Customs
feedback:
The first Customs Agent we met curtly directed us to use
the computer terminals kiosks for passport and declaration procedures.

live agent, spoke to us very crossly and rudely, saying 'Why didn't you use the kiosks,
any idiot can do it." The agent was
*
very unapproachable,
intimidating, and very unsympathetic to weary passengers. I
tried to explain that the kiosks were not working, and that the previous Customs Agent had ushered us forward to see
a 'live' agent, he angrily just waved/gestured us on.
speak under his breathe,

i

A g e n t be e q u a lly

as c ru e l a n d ru d e t o o th e r s b e h in d m e .

My complaint is that The Customs Agent's attitude and approach was reprehensible.'

an abuse of power,

 3

PROTECTED A

2

certification: yes
Submit: Submit

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ASFC Irmlgahan en vein :12 \a \m su? \?Acses I?mla?mahan

PROTECTED A

1

From:
Sent:
To:
Subject:
frmID: ccc

PROTECTED A

September 25, 2016 06:03 PM
CBSA-ASFC_Complaints_Unit-Division_des_plaintes
WWW Form Submission

Confirmation: Thank you for sharing your feedback. Your message has been sent. For more information on how the
CBSA handles feedback, please visit our --FAQ Page--.
subject: Feedback Form
feedback type: complaint
email2:
first name:
family name:
phone number:
address:
city:
province state:
postal code:
country:
time_contact-hh: 17:00
date_month: September
date_day: 21
date_year: 2016
time_hh:
tim ejTim :
location: cbsa Vancouver airport random check, COMPLAINTSs

tracking form cargo number: Complaint

 I
2

PROTECTED A

ELDER ABUSE
abuse, intimidated,rudeness, disrespect,disability
ignored, and threatened with arrest. No explanation of w h y ;

certification: yes
Submit: Submit

Mozilla/5.0 (Windows NT 6.1; WOW64; rv:49.0) Gecko/20100101 Firefox/49.0

 CBSA- Released um 91 the Access #2 \Mnrmamm Ac 
ASFC Irmlgahan en vein :12 \a \m su? \?Acses I?mla?mahan

PROTECTED A

1

From:
Sent:
To:
Subject:
frmID: ccc

September 26, 2016 12:43 AM
CBSA-ASFC_Complaints_Unit-Division_des_plaintes
WWW Form Submission

Confirmation: Thank you for sharing your feedback. Your message has been sent. For more information on how the
CBSA handles feedback, please visit our --FAQ Page--.
subject: Feedback Form
feedback type: complaint
email2:
first name:
family name: I
phone number:
address:!
c ity :'
province state:
postal code:
country: <
time_contact-hh: 17:00
date_month: June
date_day: 27
date_year: 2016
time_hh:
time mm:
location: Montreal International Airport

 CBSA• ReleasedundertheAccesstoInformationAct.

2

PROTECTED A

accuse me of
trying to conceal the money

officers blackmailed i
An act of an evil nature and complete
exploitation of authority.
the second
officer, was rather punishing me for reasons other than the above-mentioned "declaration";
was punishing me for my accent, skin color, my name, and for the money I had.
spiteful, too jealous and bitterly envious"

certification: yes
Submit: Submit

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 CBSA- Released um 91 the Access #2 \Mnrmamm Ac 
ASFC Irmlgahan en vein :12 \a \m su? \?Acses I?mla?mahan

1

From:
Sent:
To:
Subject:
frmID: ccc

PROTECTED A

September 26, 2016 08:59 AM
CBSA-ASFC_Complaints_Unit-Division_des_plaintes
WWW Form Submission

Confirmation: Thank you for sharing your feedback. Your message has been sent. For more information on how the
CBSA handles feedback, please visit our --FAQ Page--.
subject: Feedback Form
feedback type: complaint
email2:
first name:
family name:
phone number:
address:
city: I
province state:
postal code:
country:
date_month: August
date_day: 16
date_year: 2016
time_hh: :
tim e jrim :
location: Pearson Airport (Toronto)
tracking form cargo number: N/A
service provider: N/A

 PROTECTED A

2

I
feedback: To whom it may concern

evidenced dislike for me

I was left waiting at immigration for hours i
where I and my baggage was again searched and some of my possessions were taken from me.

 3

certification: yes
Submit: Submit

Mozilla/5.0 (Windows NT 6.3; WOW64; Trident/7.0; rv:11.0) like Gecko

PROTECTED A

 CBSA- Released um 91 the Access #2 \Mnrmamm Ac 
ASFC Irmlgahan en vein :12 \a \m su? \?Acses I?mla?mahan

PROTECTED A

PROTECTED A

From:
Sent:
To:
Subject:
frmID: ccc

September 26, 2016 10:52 PM
CBSA-ASFC_Complaints_Unit-Division_des_plaintes
CBSA-ASFC_Complaints_Unit-Division_des_plaintes
WWW
WWW Form
Form Submission
Submission

Confirmation: Thank you for sharing your feedback. Your message has been sent. For more information on how the
CBSA handles feedback, please visit our --FAQ Page--.
subject: Feedback Form
feedback type: complaint
email2
first name:
family name:
phone number:
address:
city:
province state: <
postal code:
country:
date_month: April
date_day: 15
date_year: 2015
time_hh: 1
tim ejTim : <
location: Toronto Pearson Airport
feedback: Dear Officer,

 PROTECTED A

2

The below incident happened over a year ago at Toronto Pearson Airport.

(1)

The officer was unprofessional.

(2)

Instead of doing his job, he was busy insulting his customer. Not just being unprofessional,

certification: yes
2

 PROTECTED A

3

Submit: Submit

Mozilla/5.0 (Windows NT 6.1; WOW64) AppleWebKit/537.36 (KHTML, like Gecko) Chrome/53.0.2785.116 Safari/537.36

3

 PROTECTED A

From:
Sent:
To:
Subject:
frmID: ccc

September 28, 2016 03:39 PM
CBSA-ASFC_Complaints_Unit-Division_des_plaintes
WWW Form Submission

Confirmation: Thank you for sharing your feedback. Your message has been sent. For more information on how the
CBSA handles feedback, please visit our -FAQ Page-.
subject: Feedback Form
feedback type: complaint
email2:
first name:
family name:
phone num ber:!
address:
city:
province state:
postal code:
country:
time_contact-hh: 11:00
date_month: August
date_day: 31
date_year: 2016
time_hh:
tim e jn m :
location: MONTREAL-PIERRE ELLIOTT TRUDEAU INTERNATIONAL AIRPORT
feedback:

 I
2

PROTECTED A

he became rude

certification: yes
Submit: Submit

Mozilla/5.0 (Windows NT 6.1; WOW64; rv:49.0) Gecko/20100101 Firefox/49.0

 1

From:
Sent:
To:
Subject:
frmID: ccc

PROTECTED A

September 29, 2016 04:43 PM
CBSA-ASFC_Complaints_Unit-Division_des_plaintes
WWW Form Submission

Confirmation: Thank you for sharing your feedback. Your message has been sent. For more information on how the
CBSA handles feedback, please visit our --FAQ Page--.
subject: Feedback Form
feedback type: complaint
email2:
first name:
family name:
phone number:
address:
city: '
province state: <
postal code:
country:
time_contact-hh: 10:00
date_month: September
date_day: 27
date_year: 2016
time_hh:
tim ejTim :
location: Toronto Airport
feedback:

 I
2

PROTECTED A

the customs worker screamed really loudly "STOP".
He then screamed again, "Do you think you can just place that card
anywhere?" I
he stared at us,
and then yelled again to turn right.
He
yelled back again "because I told you to".

certification: yes
Submit: Submit

Mozilla/5.0 (Windows NT 10.0; WOW64) AppleWebKit/537.36 (KHTML, like Gecko) Chrome/53.0.2785.116
Safari/537.36

 PROTECTED A

From:
Sent:
To:
Subject:
frmID: ccc

October
October 1,1, 2016
2016 12:12
12:12 PM
PM
CBSA-ASFC_Complaints_Unit-Division_des_plaintes
CBSA-ASFC_Complaints_Unit-Division_des_plaintes
WWW
WWW Form
Form Submission
Submission

Confirmation: Thank you for sharing your feedback. Your message has been sent. For more information on how the
CBSA handles feedback, please visit our --FAQ Page--.
subject: Feedback Form
feedback type: complaint
email2:
first name:
family name: I
phone number:
address:
city:
province state:
postal code:
country:
time_contact-hh: 10:00
date_month: September
date_day: 30
date_year: 2016
time hh:
time mm:
location: Pearson Airport, Toronto

 2

PROTECTED A

feedback:

The second agent

was not just unhelpful, he was downright threatening.

was his behaviour offensive

His racist anti Semite provocations are also noted.

Attempting to intimidate and humiliate and threatening harm
is unacceptable.

2

 3

PROTECTED A

certification: yes
Submit: Submit

Mozilla/5.0 (Macintosh; Intel Mac OS X 10_11_6) AppleWebKit/537.36 (KHTML, like Gecko) Chrome/53.0.2785.116
Safari/537.36

3

 1

From:
Sent:
To:
Subject:

PROTECTED A

October 2, 2016 10:35 PM
CBSA-ASFC_Complaints_Unit-Division_des_plaintes
W W W Form Submission

frmID: ccc
Confirmation: Thank you for sharing your feedback. Your message has been sent. For more information on how the
CBSA handles feedback, please visit our --FAQ Page--.
subject: Feedback Form
feedback type: complaint
email2:
first name:
family name:
phone number:
address:
city:
province s ta te :'
postal code:
country
date_month: September
date_day: 26
date_year: 2016
time_hh:
tim ejT im :
location: Toronto Pearson Airport
feedback: Good Day,

 PROTECTED A

2

I

he was very rude and his tone was frankly inappropriate.

felt he was either sexist or racist v

He states
in a rude tone,

He was very rude and loud.

ie was very
disrespectful;

 PROTECTED A

3
certification: yes

2

Submit: Submit

M ozilla/5.0 (Macintosh; Intel Mac OS X 10_11_6) AppleW ebKit/537.36 (KHTML, like Gecko) Chrom e/53.0.2785.116
Safari/537.36

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ASFC Irmlgahan en vein :12 \a \m su? \?Acses I?mla?mahan

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1

From:
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To:
Subject:

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October 3, 2016 02:16 PM
CBSA-ASFC_Complaints_Unit-Division_des_plaintes
W W W Form Submission

frmID: ccc
Confirmation: Thank you for sharing your feedback. Your message has been sent. For more information on how the
CBSA handles feedback, please visit our --FAQ Page--.
subject: Feedback Form
feedback type: complaint
email2:
first name:
family name:
phone number:
address:
city:
province state:
postal code:
country:
time_contact-hh: 11:00
date_month: October
date_day: 02
date_year: 2016
time_hh:
tim e mm:
location: <

 1

2

PROTECTED A
He was nasty and arrogant and purposely went slower

certification: yes
Submit: Submit

M ozilla/5.0 (iPad; CPU OS 9_3_5 like Mac OS X) AppleW ebKit/601.1.46 (KHTML, like Gecko) Version/9.0 M obile/13G36
Safari/601.1

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From:
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To:
Subject:

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October 4, 2016 05:37 PM
CBSA-ASFC_Complaints_Unit-Division_des_plaintes
W W W Form Submission

frmID: ccc
Confirmation: Thank you for sharing your feedback. Your message has been sent. For more information on how the
CBSA handles feedback, please visit our --FAQ Page--.
subject: Feedback Form
feedback type: complaint
email2:
first name:
family name: I
phone n u m b er::
address:
city:
province state:
postal code:
country:
tim e _ c o n ta c t- h h : 1 6 :0 0

d a te _ m o n th : S e p te m b e r

d a te _ d a y : 22

d a te _ y e a r: 2 0 1 6

t im e _ h h :

t im e j T i m

location: Vancouver Airport

feedback:

 1
2

PROTECTED A

The

Immigration Officer started yelling at me,

certification: yes
Submit: Submit

M ozilla/5.0 (Windows NT 10.0; W OW 64; rv:49.0) Gecko/20100101 Firefox/49.0

 1

From:
Sent:
To:
Subject:

PROTECTED A

October 4, 2016 05:38 PM
CBSA-ASFC_Complaints_Unit-Division_des_plaintes
W W W Form Submission

frmID: ccc
Confirmation: Thank you for sharing your feedback. Your message has been sent. For more information on how the
CBSA handles feedback, please visit our --FAQ Page--.
subject: Feedback Form
feedback type: complaint
email2:
first name:
family name:
phone number:
address:
city:
province state:
postal code:'
country:
tim e _ c o n ta c t- h h : 1 6 :0 0

d a te _ m o n th : S e p te m b e r

d a te _ d a y : 22

d a te _ y e a r: 2 0 1 6

t im e _ h h :

t im e j T i m :

location: Vancouver Airport

feedback:

 1
2

The

PROTECTED A

Immigration Officer was yelling

certification: yes
Submit: Submit

Mozilla/5.0 (Windows NT 10.0; WOW64; rv:49.0) Gecko/20100101 Firefox/49.0

 PROTECTED A

1

From:
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To:
Subject:

October 4, 2016 05:40 PM
CBSA-ASFC_Complaints_Unit-Division_des_plaintes
W W W Form Submission

frmID: ccc
Confirmation: Thank you for sharing your feedback. Your message has been sent. For more information on how the
CBSA handles feedback, please visit our --FAQ Page--.
subject: Feedback Form
feedback type: complaint
email2:
first name:
family name: I
phone number:
address:
c ity :1

p ro v in c e s ta te :

p o s ta l c o d e :

c o u n tr y :

tim e _ c o n ta c t- h h : 1 6 :0 0

d a te _ m o n th : S e p te m b e r

d a te _ d a y : 22

d a te _ y e a r: 2 0 1 6

t im e _ h h :

t im e j T i m :

location: Vancouver Airport

feedback:
l

 The abusive Immigration Officer who was the one to yell at me

PROTECTED A

3
ASF

A-ReleasedumevtheAccessm norm 
en vein :12 \a msu esa ml: mam

CBSA- ReleasedundertheAccesstoInformationAct.

3

PROTECTED A

certification: yes
Submit: Submit

M ozilla/5.0 (Windows NT 10.0; W OW64; rv:49.0) Gecko/20100101 Firefox/49.0

3

 1

From:
Sent:
To:
Subject:

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October 4, 2016 09:32 PM
CBSA-ASFC_Complaints_Unit-Division_des_plaintes
W W W Form Submission

frmID: ccc
Confirmation: Thank you for sharing your feedback. Your message has been sent. For more information on how the
CBSA handles feedback, please visit our --FAQ Page--.
subject: Feedback Form
feedback type: complaint
email2:
first name:
family n am e:1
phone number:
address
city:
province state:
postal code:
country:
time_contact-hh: 12:00
date_month: September
date_day: 25
date_year: 2016
time_hh: :
tim e mm: :
location: Toronto

 1
PROTECTED A

2

service provider: Passports check in point
feedback:
At the passports check points in Toronto International Airport
the officer at the point was really offensive Where he kept asking me plenty of questions

certification: yes
Submit: Submit

M ozilla/5.0 (Windows NT 10.0; W O W 64) AppleW ebKit/537.36 (KHTML, like Gecko) C hrom e/53.0.2785.143
Safari/537.36

 1

From:
Sent:
To:
Subject:

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October 6, 2016 05:31 PM
CBSA-ASFC_Complaints_Unit-Division_des_plaintes
W W W Form Submission

frmID: ccc
Confirmation: Thank you for sharing your feedback. Your message has been sent. For more information on how the
CBSA handles feedback, please visit our --FAQ Page--.
subject: Feedback Form
feedback type: complaint
email2:
first name:
family name: <
phone number:
address:
city: I
province state:
postal code:
country:
time_contact-hh: 14:00
date_month: October
date_day: 05
date_year: 2016
time_hh: :
tim e mm: ■

location: yyz - Toronto pierson airport

 2

pro tected

A fe e d b a c k : I

o f f ic e r b e h a v io r w a s so ru d e , she d id n o t lik e t o a n s w e r a t a ll

certification: yes
Submit: Submit

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Safari/537.36

the

 1

From:
Sent:
To:
Subject:

PROTECTED A

October 7, 2016 11:26 AM
CBSA-ASFC_Complaints_Unit-Division_des_plaintes
Soumission du formulaire W W W

frmID: ccc
Confirmation: Merci d'avoir partage votre retroaction. Votre message a ete envoye. Pour plus d'information sur la fa^on
dont I'ASFC traite la retroaction, veuillez visiter notre --page FAQ"sujet: Formulaire de retroaction
type de retroaction: Plainte
courriel2:
prenom:
nom de famille:
numero de telephone:
adresse:
ville:
province etat:
code postal:
pays:
time_contact-hh: 12:00
d a te jo u r: 06
date_mois: octobre
date_annee: 2016
temp_hh:
temp_mm:
lieu: Aeroport Montreal Trudeau
fournisseur de service: Douane Canada

 2

PROTECTED A
I

retroaction:

L'agente

attestation: yes
Submit: Soumettre

me tutoyait et blasphemait.

 PROTECTED A

3

M ozilla/5.0 (Windows NT 6.3; Win64; x64) AppleW ebKit/537.36 (KHTML, like Gecko) Chrom e/53.0.2785.143
Safari/537.36
2

 CBSA- Released um 91 the Access #2 \Mnrmamm Ac 
ASFC Irmlgahan en vein :12 \a \m su? \?Acses I?mla?mahan

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1

From:
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To:
Subject:

PROTECTED A

October 8, 2016 09:44 AM
CBSA-ASFC_Complaints_Unit-Division_des_plaintes
W W W Form Submission

frmID: ccc
Confirmation: Thank you for sharing your feedback. Your message has been sent. For more information on how the
CBSA handles feedback, please visit our --FAQ Page--.
subject: Feedback Form
feedback type: complaint
email2:
first name:
family name:
phone n u m b er:!
address:
city:
province state:
postal code:
country:
time_contact-hh: 13:00
date_month: October
date_day: 02
date_year: 2016
time_hh:
tim e jT im :!
location: Toronto Pearson Airport
feedback:

 I
2

PROTECTED A

Exhaling with frustration, grabbing my passport
away from me, then instead handing my passport in my hand he throws it on the counter and continues to ignore me"

he proceeded with
mocking me to his co-worker
mock me, throw my passport on the counter towards me, and yell at me

certification: yes
Submit: Submit

 M ozilla/5.0 (Windows NT 10.0; W O W 64) AppleW ebKit/537.36 (KHTML, like Gecko) Chrom e/53.0.2785.116
Safari/537.36

2

 1

PROTECTED A

From:
Sent:
To:

CBSA-ASFC_Complaints_Unit-Division_des_plaintes

Subject:

W W W Form Submission

October 8, 2016 11:54 AM

frmID: ccc
Confirmation: Thank you for sharing your feedback. Your message has been sent. For more information on how the
CBSA handles feedback, please visit our -F A Q Page--.
subject: Feedback Form
feedback type: complaint
email2:
first name:
family name:
phone number:
address:
city:
province state:
postal code:
country:
time_contact-hh: 13:00
date_month: October
date_day: 07
date_year: 2016
time_hh:
time_mm:
location: MONTREAL-PIERRE ELLIOTT TRUDEAU INTERNATIONAL AIRPORT
feedback:

 PROTECTED A

2

I
The Agent,
condescending, rude and intimidating

But she didn't let me speak, her response was "zzz", "zzz", basically telling me to shut up.
while talking to me in a condescending manner,

she was one that had the power.

her an sw er" CE N'EST PAS LE TEMPS DE ME
DEMANDER DES QUESTIONS DE MEME, JE PEUX ENCORE CHANGER MON AVIS ET VOUS IMPOSER L'AMANDE,

 3

PROTECTED A

2

certification: yes
Submit: Submit

M ozilla/5.0 (Macintosh; Intel Mac OS X 10_11_6) AppleW ebKit/602.1.50 (KHTML, like Gecko) Version/10.0
Safa ri/6 0 2 .1.50

 CBSA- Released um 91 the Access #2 \Mnrmamm Ac 
ASFC Irmlgahan en vein :12 \a \m su? \?Acses I?mla?mahan

PROTECTED A

1

From:
Sent:
To:
Subject:

PROTECTED A

October 8, 2016 07:27 PM
CBSA-ASFC_Complaints_Unit-Division_des_plaintes
W W W Form Submission

frmID: ccc
Confirmation: Thank you for sharing your feedback. Your message has been sent. For more information on how the
CBSA handles feedback, please visit our --FAQ Page--.
subject: Feedback Form
feedback type: complaint
email2:
first name:
family name:
phone number:
address:
city:
province state:
postal code:
country:
time_contact-hh: 12:00
date_month: October
date_day: 08
date_year: 2016
time_hh:
tim ejT im :
location: Toronto Pearson International Airport

feedback: To whom it may concern,

 I
PROTECTED A

2

her manner changed from standoffish to downright insulting.

lack of professionalism and respect,

The environment created by officer

as well as her onlooking colleagues, was hostile

and unprofessional -

certification: yes
Submit: Submit

M ozilla/5.0 (Windows NT 10.0; Win64; x64) AppleW ebKit/537.36 (KHTML, like Gecko) C hrom e/53.0.2785.143
Safari/537.36

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From:
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To:
Subject:

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October 12, 2016 08:45 PM
CBSA-ASFC_Complaints_Unit-Division_des_plaintes
W W W Form Submission

frmID: ccc
Confirmation: Thank you for sharing your feedback. Your message has been sent. For more information on how the
CBSA handles feedback, please visit our --FAQ Page--.
subject: Feedback Form
feedback type: complaint
email2:

j

first name
family name:
phone number: (
address:
c ity :!
province state:
postal code:
country:
time_contact-hh: 11:00
date_month: September
date_day: 10
date_year: 2016
time_hh: <
t im e jr im : !
location: Vancouver International Airport

service provider: CBSA customs officer

 l

2

protected

A fe e d b a c k :

The customs officer >
was verv rude and stand off-ish.

and visit family. Then her next question was!
very ru d e "

certification: yes
Submit: Submit

M ozilla/5.0 (Windows NT 6.1; W OW 64; rv:48.0) Gecko/20100101 Firefox/48.0

She

 1

PROTECTED A

From:
Sent:
To:
Subject:
frmID: ccc

October 14, 2016 06:10 PM
CBSA-ASFC_Complaints_Unit-Division_des_plaintes
WWW Form Submission

Confirmation: Thank you for sharing your feedback. Your message has been sent. For more information on how the
CBSA handles feedback, please visit our --FAQ Page--.
subject: Feedback Form
feedback type: complaint
email2:
first name:
family name:
phone number:
address:
c ity ::
province state:
postal code:
country:
time_contact-hh: 09:00
date_month: October
date_day: 13
date_year: 2016
time_hh: :
tim e jrim : i
location:

CBSA agent I

service provider: CBSA Agent

 I
2

pro tected

A fe e d b a c k :

made a spitting
gesture on the ground.

certification: yes
Submit: Submit

Mozilla/5.0 (iPhone; CPU iPhone OS 10_0_2 like Mac OS X) AppleWebKit/602.1.50 (KHTML, like Gecko) Version/10.0
Mobile/14A456 Safari/602.1

 1

From:
Sent:
To:
Subject:
frmID: ccc

PROTECTED A

October 15, 2016 03:02 PM
CBSA-ASFC_Complaints_Unit-Division_des_plaintes
WWW Form Submission

Confirmation: Thank you for sharing your feedback. Your message has been sent. For more information on how the
CBSA handles feedback, please visit our --FAQ Page--.
subject: Feedback Form
feedback type: complaint
email2:
first name:
family name:
phone num ber:'
address: ■
city:
province state:
postal code:
country:
time_contact-hh: 12:00
date_month: October
date_day: 10
date_year: 2016
time_hh: (
tim e jrim :
location: Toronto
service provider: Airport

 l

2

PROTECTED A fe e d b a c k :

The officer ’

was extremely intense intimidating and rude towards me.

He was very rude. He looked angry. He scowled at me the entire

certification: yes
Submit: Submit

Mozilla/5.0 (Linux; Android 6.0; MotoG3 Build/MPI24.65-25.1) AppleWebKit/537.36 (KHTML, like Gecko)
Chrome/53.0.2785.124 Mobile Safari/537.36

 1

From:
Sent:
To:
Subject:
frmID: ccc

PROTECTED A

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CBSA-ASFC_Complaints_Unit-Division_des_plaintes
WWW Form Submission

Confirmation: Thank you for sharing your feedback. Your message has been sent. For more information on how the CBSA
handles feedback, please visit our --FAQ Page--.
subject: Feedback Form
feedback type: complaint
email2:
first name:
family name:
phone number:
address:
city:
province state: (
postal code:
country:
time_contact-hh: 09:00
date_month: October
date_day: 07
date_year: 2016
time_hh: i
tim e jrim : (
location: Toronto Pearson
feedback: I

 1

2

PROTECTED A
T h e o ffic e rs c a n 't g iv e m e a re a s o n w h y I h a v e b e e n fla g g e d , <

certification: yes
Submit: Submit

Mozilla/5.0 (iPhone; CPU iPhone OS 10_0_1 like Mac OS X) AppleWebKit/602.1.50 (KHTML, like Gecko) Version/10.0
Mobile/14A403 Safari/602.1

 CBSA- ReleasedundertheAccesstoInformationAct.
ASFC- DivulgationenvertudelaloisurI'AccesaI’infor

«

.................PROTECTED A _

R ec o u rse D irecto rate
D irectio n des recours
R E C E IV E D - R E Q U

SEP 1 3 2018
File N o .________________
Ref.

_____ _

September 5, 2016
Canada Border Services Agency
Recourse D irecto ra te
1686 W oodw ard Ave.
Ottawa, O ntario
K1A0L8
RE:

Point o f Entry 4971

f was pulled aside by customs and was being questioned a b o u t m y bags.

The officer

asked a bout my bag being a brarci name.

__________

 CBSA- Released um 91 the Access #2 \Mnrmamm Ac 
ASFC Irmlgahan en vein :12 \a \m su? \?Acses I?mla?mahan

PROTECTED A

 

 

 

PROTECTED A

1

From:
Sent:
To:
Subject:
frmID: ccc

October 17, 2016 02:49 PM
CBSA-ASFC_Complaints_Unit-Division_des_plaintes
WWW Form Submission

Confirmation: Thank you for sharing your feedback. Your message has been sent. For more information on how the CBSA
handles feedback, please visit our --FAQ Page--.
subject: Feedback Form
feedback type: complaint
email2: I
first name:
family name:
phone num ber::
address:
city:
province state:
postal code:
country
tim e _ c o n ta c t- h h : 1 3 :0 0

d a te _ m o n th : O c to b e r

d a te _ d a y : 15

d a te _ y e a r: 2 0 1 6

t im e _ h h :

t im e j T i m

location: Pearson terminal 3
feedback:

 1

2

p r o t e c t e d a s u p e rv is o r w ss b e in g a b u lly a n d y e lle d a t m e

It was very belittling and unprofessional. '

certification: yes
Submit: Submit

Mozilla/5.0 (Linux; Android 6.0; MotoG3
Chrome/53.0.2785.124 Mobile Safari/537.36

Build/MPI24.65-25)

AppleWebKit/537.36

(KHTML,

like

Gecko)

 1

PROTECTED A

From:
Sent:
To:
Subject:
frmID: ccc

October 19, 2016 02:02 PM
CBSA-ASFC_Complaints_Unit-Division_des_plaintes
Soumission du formulaire WWW

Confirmation: Merci d'avoir partage votre retroaction. Votre message a ete envoye. Pour plus d'information sur la fagon
dont I'ASFC traite la retroaction, veuillez visiter notre -page FAQ"sujet: Formulaire de retroaction
type de retroaction: Plainte
courriel2:

>

prenom:
nom de famille:
numero de telephone:
adresse:
ville:
province etat:
code postal:
pays:
time_contact-hh: 13:00
d a te jo u r: 29
date_mois: mai
date_annee: 2016
temp_hh:
temp_mm:
lieu: Toronto Airport
retroaction:

 1
2

PROTECTED A

1immigration officer because my passport have a flag

attestation: yes
Submit: Soumettre

Mozilla/5.0 (Macintosh; Intel Mac OS X 10_11_3) AppleWebKit/601.4.4 (KHTML, like Gecko) Version/9.0.3
Safari/601.4.4

 PROTECTED A

From:
Sent:
To:
Subject:
frmID: ccc

October 19, 2016 06:44 PM
CBSA-ASFC_Complaints_Unit-Division_des_plaintes
WWW Form Submission

Confirmation: Thank you for sharing your feedback. Your message has been sent. For more information on how the
CBSA handles feedback, please visit our -FAQ Page-.
subject: Feedback Form
feedback type: complaint
email2:
first name:
family name:
phone number:
address:
city:
province state:
postal code:
country:
time_contact-hh: 09:00
date_month: October
date_day: 18
date_year: 2016
time_hh:
tim ejTim :
location: Vancouver International Airport
feedback: My complaint is in regard the attitude and tone of Officer

at Vancouver Airport

 1
2

PROTECTED A

Not professional, rude, Officer

was rude ;

certification: yes
Submit: Submit

Mozilla/5.0 (Windows NT 10.0; Win64; x64) AppleWebKit/537.36 (KHTML, like Gecko) Chrome/46.0.2486.0
Safari/537.36 Edge/13.10586

 1

From:
Sent:
To:
Subject:
frmID: ccc

PROTECTED A

October 22, 2016 01:35 PM
CBSA-ASFC_Complaints_Unit-Division_des_plaintes
WWW Form Submission

Confirmation: Thank you for sharing your feedback. Your message has been sent. For more information on how the
CBSA handles feedback, please visit our -FAQ Page--.
subject: Feedback Form
feedback type: complaint
email2:
first name:
family name:
phone number:
address:
city:
province state::
postal code:
country:
time_contact-hh: 09:00
d ate jrio n th : September
date_day: 20
date_year: 2016
time_hh:
time_mm
location: Vancouver
feedback

He used a LOUD RUDE voice

 2

PROTECTED A

He used an extremely rude pushy way in talking.

certification: yes
Submit: Submit

Mozilla/5.0 (Linux; Android 4.4.2; 4024E Build/KOT49H) AppleWebKit/537.36 (KHTML, like Gecko)
Chrome/53.0.2785.124 Mobile Safari/537.36

 PROTECTED A

From:
Sent:
To:
Subject:
frmID: ccc

October 23, 2016 01:37 PM
CBSA-ASFC_Complaints_Unit-Division_des_plaintes
Soumission du formulaire WWW

Confirmation: Merci d'avoir partage votre retroaction. Votre message a ete envoye. Pour plus d'information sur la fagon
dont I'ASFC traite la retroaction, veuillez visiter notre --page FAQ--.
sujet: Formulaire de retroaction
type de retroaction: Plainte
courriel2:
prenom:
nom de famille:
numero de telephone:
adresse:
ville:
province etat: I
code postal:
pays: I
time_contact-hh: 10:00
d a te jo u r: 13
date_mois: August
date_annee: 2016
temp_mm: - mm lieu: Aeroport de TORONTO
retroaction: Madame, Monsieur,

l

 2

fouille

PROTECTED A

/

Les 5 heures d'interrogatoires et de
compris les allegations de maltraitance.

2

 PROTECTED A

3

attestation: yes
Submit: Soumettre

Mozilla/5.0 (Windows NT 6.1; WOW64; Trident/7.0; rv:11.0) like Gecko

3

 1

From:
Sent:
To:
Subject:
identification: victim

PROTECTED A

October 23, 2016 08:22 PM
CBSA-ASFC_Complaints_Unit-Division_des_plaintes
WWW Form Submission

confirm:
first_name:
family_name:
phone:
address:
city:
province_state: I
postal_zip:
country:
time_hh: 11
time_mm: 00
date_month: date_day: date_year: time_mm2: - mm information: on
feedback: To Whom It May Concern,

 1

2

PROTECTED A

certification: yes
Submit: Submit

Mozilla/5.0 (Windows NT 10.0; WOW64) AppleWebKit/537.36 (KHTML, like Gecko) Chrome/53.0.2785.143
Safari/537.36

 1

From:
Sent:
To:
Subject:
frmID: ccc

PROTECTED A

October 26, 2016 12:34 PM
CBSA-ASFC_Complaints_Unit-Division_des_plaintes
WWW Form Submission

Confirmation: Thank you for sharing your feedback. Your message has been sent. For more information on how the
CBSA handles feedback, please visit our --FAQ Page--.
subject: Feedback Form
feedback type: complaint
email2:
first name:
family name:
phone number:
address:
city:
province state:
postal code:
country:
time_contact-hh: 11:00
date_month: October
date_day: 25
date_year: 2016
time_hh: :
tim e jrim :
location: Pearson airport customs
service provider: Canadian customs

 l
2

pro tected

A fe e d b a c k :

asked a load of questions. (
while of questioning

certification: yes
Submit: Submit

Mozilla/5.0 (iPad; CPU OS 10_0_2 like Mac OS X) AppleWebKit/602.1.50 (KHTML, like Gecko) Version/10.0
Mobile/14A456 Safari/602.1

I then was
After a

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frmID: ccc

October 27, 2016 10:43 PM
CBSA-ASFC_Complaints_Unit-Division_des_plaintes
WWW Form Submission

Confirmation: Thank you for sharing your feedback. Your message has been sent. For more information on how the
CBSA handles feedback, please visit our --FAQ Page--.
subject: Feedback Form
feedback type: complaint
em ail2:!
first name:
family nam e:'
phone number: <
address:
city:
province state:
postal code:
country:
time_contact-hh: 13:00
date_month: October
date_day: 12
date_year: 2016
time_hh:
time mm
location: YVR Internation Airport

 1
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2

feedback: Dear Sir / Mdm,

the officer has rudely and giving us a stunned look, "No, I don't need you here."

she has replied rudely and asked me to leave and not to disturb her.

certification: yes
Submit: Submit

Mozilla/5.0 (Windows NT 6.1; WOW64; Trident/7.0; rv:11.0) like Gecko

 >isur I'AccesaI'informati

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From:
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October

Subject:

WWW

21,

2016 11:35 PM

C B S A -A S F C _ C o m p la in ts _ U n it-D iv is io n _ d e s _ p la in te s
F orm S u b m is s io n

frm ID : ccc

Confirmation: Thank you for sharing your feedback. Your message has been sent. For more information on how the
CBSA handles feedback, please visit our --FAQ Page-.
subject: Feedback Form
feedback type: complaint
email2: i
first name
family name
phone number:
address
city:
province state: (
postal code:
country:
time_contact-hh: 14:00
date_month: November
date_day: 13
date_year: 2015
time_hh:
tim e jT im :;
location: MONTREAL-PIERRE ELLIOTT TRUDEAU INTERNATIONAL AIRPORT
feedback: I'm writing to report CBSA Officer
enforcement

misbehavior and unprofessional

 1
2

PROTECTED A

Repeatedly used fabricated details and untrue descriptions in his narrative report;
Used quotation of my words out of the context in his narrative report;
Made false statements in his following response after I pointed out his misbehavior; Provided
false information
for appeal process;
Illegally seized personally articles i

certification: yes
Submit: Submit

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From:
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Subject:
frmID: ccc

October 30, 2016 05:58 PM
CBSA-ASFC_Complaints_Unit-Division_des_plaintes
WWW Form Submission

Confirmation: Thank you for sharing your feedback. Your message has been sent. For more information on how the
CBSA handles feedback, please visit our --FAQ Page--.
subject: Feedback Form
feedback type: complaint
email2:
first name:
family name:
phone number:
address:
city: i
province state: i
postal code:
country
time_contact-hh: 17:00
date_month: October
date_day: 28
date_year: 2016
time_hh: i
tim e jrim :
location: pearson

terminal three

tracking form cargo number: n a

 l
1
protected

A service provider: n a

feedback:

there

were

aprox.

10 staff

chatting...

i was ignored

certification: yes
Submit: Submit

Mozilla/5.0 (iPad; CPU OS 5_1_1 like Mac OS X) AppleWebKit/534.46 (KHTML, like Gecko) Version/5.1 Mobile/9B206
Safari/7534.48.3

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From:
Sent:
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Subject:
frmID: ccc

October 31, 2016 03:26 PM
CBSA-ASFC_Complaints_Unit-Division_des_plaintes
Soumission du formulaire WWW

Confirmation: Merci d'avoir partage votre retroaction. Votre message a ete envoye. Pour plus d'information sur la fagon
dont I'ASFC traite la retroaction, veuillez visiter notre --page FAQ-sujet: Formulaire de retroaction
type de retroaction: Plainte
courriel2:
prenom:
nom de famille: I
numero de telephone:
adresse:
ville:
province etat:
code postal:
pays
time_contact-hh: 13:00
d a te jo u r: 31
date_mois: octobre
date_annee: 2016
temp_hh:
temp mm: •
lieu: Aeroport de Montreal PET
retroaction: Madame,Monsieur,

 1
2

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A mon retour de voyage tout a I'heure, on a ouvert mes valises. L'agente de la douane m'a accuse d'avoir menti dans
ma declaration

jn abus
de pouvoir, un non sens.

attestation: yes
Submit: Soumettre

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 1

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November 2, 2016 04:13 AM
CBSA-ASFC_Complaints_Unit-Division_des_plaintes
WWW Form Submission

Confirmation: Thank you for sharing your feedback. Your message has been sent. For more information on how the
CBSA handles feedback, please visit our --FAQ Page--.
subject: Feedback Form
feedback type: complaint
email2:
first name:
family name:
phone number:
address:
city:
province state:
postal code:
country:
time_contact-hh: 11:00
date_month: November
date_day: 01
date_year: 2016
time_hh:
tim ejTim :
location: 821YVR Airport
feedback:

 1
2

PROTECTED

ne Decame aggressive.

The Canadian front line customs agents I delt with are arrogant. They need to do thorough research prior to making
conclusions.

certification: yes
Submit: Submit

Mozilla/5.0 (iPad; CPU OS 10_0_2 like Mac OS X) AppleWebKit/602.1.50 (KHTML, like Gecko) Version/10.0
Mobile/14A456 Safari/602.1

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From:
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identification: victim
confirm:
first_name:
family_name:
phone:
address:
c ity :!
province_state:
postal_zip:'
country:
time_hh: 01
time_mm: 30
staff_contact: CBSA
date_month: October
date_day: 31
date_year: time_hh
tim e jrim
information: on
participation: on
protection: on
location: Richmond airport

November 2, 2016 09:49 PM
CBSA-ASFC_Complaints_Unit-Division_des_plaintes
WWW Form Submission

 1
2

feedback:

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why the CBSA sent me to secondary inspection

certification: yes
Submit: Submit

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Chrome/54.0.2840.68 Mobile Safari/537.36

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1

R ecourse D irecto rate
D irection ties reco u rs
R E C EIVED - REOU

(

NOV 0 3 2018 P&
Pile No. _______________ _
Ref.

Recourse Directorate
Canada Border Service Agency
Ottawa ON

K1A0L8

To whom it may concern:

Once I get to the counter 1 am then treated
like a crim in al;

This happens every time I enter the port into Canada.

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From:
Sent:
To:
Cc:
Subject:
Bonjour Marshall,

Montpellier, Manon on behalf of CBSA-ASFC_RDGO-BDGR-QUE
November 4, 2016 09:38 AM
CBSA-ASFC_Complaints_Unit-Division_des_plaintes
CBSA-ASFC_RDGO-BDGR-QUE
CFN XXXXX -

SVP enregister cette plainte.
Merci
Manon Montpellier
Agente regionale des programmes, Division des services corporatifs et des programmes, Region du Quebec Coordonnatrice
regionale - piaintes
Agence des services fran to Hers du Canada / Gouvernement du Canada
manon.montpellier@cbsa-asfc.gc.ca / Tel: 514-283-8700 x 6016 / ATS: 866-335-3237
Regional Program Officer, Corporate and Program Services Division
Regional Coordinator - complaints
Canada Border Services Agency I Government o f Canada manon.montpellier@cbsa-asfc.ac.ca
i Tel: 514-283-8700x6016 j TTY: 866-335-3237

De : Perreault, Karine
Envoye : 3 novembre, 2016 3:11
A : CBSA-ASFC_RDGO-BDGR-QUE
Cc : Perreault, Karine
O b je t: TR: Aeroports de Montreal Bonjour Manon,
Svp, faire numerator cette plainte.
Merci
Karine Perreault
Adjointe administrative. District des aeroports - Region du Quebec Agence
des services frontaliers du Canada   Gouvernement du Canada

karine.perreault@cbsa-asfc.gc.ca   Tel: 514-633-7702   ATS: 866-335-3237
Administrative Assistant, Airports District-Quebec Region Canada Border

karine.perreault@cbsaasfc.gc.ca   Tel: 514-633-7702   TTY: 866-335-3237

Services Agency   Government of Canada

De : QUE-PET, Programmes
Envoye : 2 novembre, 2016 3:32
l

i

 PROTECTED A

A : Perreault, Karine
O b je t: TR: Aeroports de Montreal Bonjour Karine,
Plainte regu d'ADM,

Charlene Attong
Agente regionale int. des programmes, Division des services corporatifs et des programmes, Region du Quebec
Age nee des services frontaliers du Canada I Gouvernement du Canada
Charlene.Attong(S>cbsa-asfc.gc.ca   Tel : 514-633-7816   ATS : 866-335-3237
A / Regional Program Officer, Corporate and Program Services Division, Quebec Region Canada
Border Services Agency   Government of Canada
Charlene.Attong@cbsa-asfc.gc.ca   Tel: 514-633-7816   TTY: 866-335-3237

De : YULClientele f mailto:YULCIientele@admtl.coml
Envoye : November 2, 2016 3:15 PM
A : QUE-PET, Programmes
O b je t: TR: Aeroports de Montreal - 1
Bonjour,
Je vous transmets ce commentaire pour votre suivi.
Merci,

K) :T d.
Anne-Marie Urban

ti< v die

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WWW.ADMTL.COM

De:
Envoye: 20 octobre 2016 12:41
A : YULClientele <YULCIientele@admtl.com>:
: Re: Aeroports de Montreal -

Objet

2

2

 PROTECTED A

Le Mardi 18 octobre 2016 16h27, YULClientele <YULCIientele@admtl.com> a e c rit:

Bonjour
Nous avons bien re?u votre commentaire. Cependant, afin d’y de le faire suivre a I’agence appropriee,

Merci,
H'OPr

A nr
,arie Urban
/• .ire. P

if ice'

...........,.....„

W W W .AD M TL.CO M

De : no-replv@admtl.com rmailto:no-replv@admtl.coml
Envoye : 17 octobre 2016 19:11
A : YULClientele <YULCIientele@admtl.com>
O bjet: 67148 - Commentaire -

Data from form "Commentaires" was received on October 17, 2016, 19:11.
commentaire

Commentaire

M otif visite

Vol de correspondance

Services
gouvernementaux

Douanes-immigration canadienne

Compagnie
aerienne
Numero de vol
Transporter
Acces et transports
Stationnement
Aerogare
Resto et shopping
Site web

0

Sujet

autre

3
3

 PROTECTED A

Date evenement

2016-10-17

Civilite
Nom

i

Prenom

1

Adresse
Ville
Province / Etat
Code postal
Pays
Telephone
Courriel

A la douane on m'a pose des questions

Commentaires
C'est du racisme

Reponse requise

1

Langue

fr

4
4

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From:
Sent:
To:
Subject:
frmID: ccc

November 7, 2016 03:51 PM
CBSA-ASFC_Complaints_Unit-Division_des_plaintes
WWW Form Submission

Confirmation: Thank you for sharing your feedback. Your message has been sent. For more information on how the
CBSA handles feedback, please visit our --FAQ Page--.
subject: Feedback Form
feedback type: complaint
email2:
first name:
family name:
phone num ber:!
address:
city:
province state:1
postal code:
country:
time_contact-hh: 13:00
date_month: November
date_day: 05
date_year: 2016
time_hh:
tim ejTim :
location: Pearson Airport
feedback: 1
l

 PROTECTED A

The CBS employee was sitting back in his chair with his feet up on the counter.

totally unprofessional

certification: yes
Submit: Submit

Mozilla/5.0 (Linux; Android 5.0.1; SGH-I337M Build/LRX22C) AppleWebKit/537.36 (KHTML, like Gecko)
Chrome/54.0.2840.68 Mobile Safari/537.36

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From:
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frmID: ccc

November 10, 2016 03:31 PM
CBSA-ASFC_Complaints_Unit-Division_des_plaintes
CBSA-ASFC_Complaints_Unit-Division_des_plaintes
WWW Form
Form Submission
Submission
WWW

Confirmation: Thank you for sharing your feedback. Your message has been sent. For more information on how the
CBSA handles feedback, please visit our --FAQ Page--.
subject: Feedback Form
feedback type: complaint
email2:
first name:
family name:
phone number:
address:
city:
province state:
postal code:
country:
time_contact-hh: 12:00
date_month: October
date_day: 26
date_year: 2016
time_hh:
tim ejTim : i
location: YVR
feedback:

 CBSA- Released um 91 the Access #2 \Mnrmamm Ac 
ASFC Irmlgahan en vein :12 \a \m su? \?Acses I?mla?mahan

2 r??UlEblEU/?

Description of events:

PROTECTED A

3

in a rude and bully-ish manner on behalf of officer
unnecessary rude questioning and search

a) repeating his questions
b) his sarcastic and rude demeanor in asking of repeated questions

d) his unwillingness to obtain a supervising officer

3

 4

PROTECTED A

certification: yes
Submit: Submit

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4

 1

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November 10, 2016 08:40 PM
CBSA-ASFC_Complaints_Unit-Division_des_plaintes
WWW Form Submission

Confirmation: Thank you for sharing your feedback. Your message has been sent. For more information on how the
CBSA handles feedback, please visit our --FAQ Page--.
subject: Feedback Form
feedback type: complaint
email2:
first name:
family name: I
phone number:
address:
city:
province state:
postal code:
country:
time_contact-hh: 12:00
date_month: November
date_day: 09
date_year: 2016
time_hh: :
time mm:
location: Toronto (YYZ) Pearson Airport

 l
2

PROTECTED

a

fe e d b a c k :

officers attitude and demeanour with dealing with the public.

certification: yes
Submit: Submit

Mozilla/5.0 (iPad; CPU OS 10_1_1 like Mac OS X) AppleWebKit/600.1.4 (KHTML, like Gecko) GSA/20.3.136880903
Mobile/14B100 Safari/600.1.4

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1

From:
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Subject:
frmID: ccc

November 12, 2016 12:29 PM
CBSA-ASFC_Complaints_Unit-Division_des_plaintes
WWW Form Submission

Confirmation: Thank you for sharing your feedback. Your message has been sent. For more information on how the
CBSA handles feedback, please visit our --FAQ Page--.
subject: Feedback Form
feedback type: complaint
email2:
first name:
family name:
phone number: address: /
city:
province state:
postal code:
country:
time_contact-hh: 15:00
date_month: October
date_day: 17
date_year: 2016
time_hh: :
tim e jrim :
location: Toronto
feedback: Good day,

 2

PROTECTED A

he got all worked up

certification: yes
Submit: Submit

Mozilla/5.0 (iPhone; CPU iPhone OS 10_1_1 like Mac OS X) AppleWebKit/602.2.14 (KHTML, like Gecko) Version/10.0
Mobile/14B100 Safari/602.1

 Payette, Ryan

From:
Sent:
To:
Subject:
frmID: ccc

November 12, 2016 02:54 PM
CBSA-ASFC_Complaints_Unit-Division_des_plaintes
Soumission du formulaire WWW

Confirmation: Merci d'avoir partage votre retroaction. Votre message a ete envoye. Pour plus d'information sur la fagon
dont I'ASFC traite la retroaction, veuillez visiter notre --page FAQ--.
sujet: Formulaire de retroaction
type de retroaction: Plainte
courriel2:
prenom: i
nom de famille:
numero de telephone:
adresse:
ville:
province etat:
code postal:
pays:.
time_contact-hh: 11:00
d a te jo u r: 11
date_mois: novembre
date_annee: 2016
te m p h h : 1
temp_mm:
lieu: Dorval

 l
fournisseur de service: Douane Canada
retroaction
comme representant des agences de voyages du
Quebec, I
Douaniere au poste de frontiere de I'aeroport PET, nous intercepte parmi plusieurs voyageurs
pour nous demander

attestation: yes
Submit: Soumettre

Mozilla/5.0 (Macintosh; Intel Mac OS X 10_10_5) AppleWebKit/537.36 (KHTML, like Gecko) Chrome/54.0.2840.71
Safari/537.36

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1

M cphail, Marshall

From:
Sent:
To:
Subject:
frmID: ccc

Saturday, November 12, 2016 8:55 PM
CBSA-ASFC_Complaints_Unit-Division_des_plaintes
WWW Form Submission

Confirmation: Thank you for sharing your feedback. Your message has been sent. For more information on how the CBSA
handles feedback, please visit our --FAQ Page--.
subject: Feedback Form
feedback type: complaint
email2:
first name:
family name:
phone number: i
address:
city: I
province state:
postal code:
country:
time_contact-hh: 14:00
date_month: November
date_day: 11
date_year: 2016
time_hh:
time mm
location: Yvr airport

 feedback:
l

2

PROTECTED A

very unimpressed about the handling and treatment to a returning Canadians things.

Submit: Submit

Mozilla/5.0 (iPhone; CPU iPhone OS 9_3_2 like Mac OS X) AppleWebKit/600.1.4 (KHTML, like Gecko) GSA/20.3.136880903
Mobile/13F69 Safari/600.1.4

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From:
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Subject:
CFN Please.

PROTECTED A

GTAR Correspondence RDGO / RGT Correspondance BDGR (CBSA/ASFC)
November 14, 2016 03:05 PM
CBSA-ASFC_Complaints_Unit-Division_des_plaintes
GTAR Correspondence RDGO / RGT Correspondance BDGR (CBSA/ASFC)
Complaint

From: LDNCBSA-ASFC@international.ac.ca fmailto:LDNCBSA-ASFC@international.ac.ca1
Sent: November 14, 2016 10:55 AM
To: CBSA-ASFC_GTAR-RGT_Correspondence-Correspondance_Pass_Ops Subject:

FW: Cbsa complaint
Hello YYZ,
Please see below complaint FYA.

Our reply to the client is also below.
Cheers,
Geoff
Geoffrey Cooper
Canada Border Services Agency (CBSA)   Agence des services frontaliers du Canada (ASFC)   Liaison Officer Assistant   Assistant a I’agent de liaison   High
Commission of Canada, London / Haut commissariat du Canada, Londres   Canada House / Maison du Canada Trafalgar Square SW1Y 5BJ   United
Kingdom   Royaume uni   geoffrev.cooper@international.qc.ca   Tel: +44 (0) 20 7004 6209   Fax: +44 (0) 20 7004 6217   Government of Canada   Gouvernement
du Canada   @CanadianUK   @CanadienRU   www.unitedkingdom.gc.ca   www.rovaume-uni.gc.ca

From:
Sent: November 14, 2016 3:42 PM
l

 PROTECTED A

2

To: LDN (CBSA-ASFC)
Cc:
Subject: Re: Cbsa complaint

I was bullied and abused

On 14 Nov 2016, at 07:09, <LDNCBSA-ASFC@intemational.gc.ca>
<LDNCBSAASFC@intemational.gc.ca> wrote:

Should you wish to communicate any difficulties experienced directly with the CBSA at the destination
of your arrival into Canada, you may visit the CBSA website and complete a feedback form, indicating
the appropriate location section: www.cbsa-asfc.gc.ca/contact/feedback-retroaction-eng.html. The
CBSA takes complaints seriously, so please ensure that you include all relevant information and
appropriate contact details.
Sincerely,
Canada Border Services Agency (CBSA) Liaison Office
2

 PROTECTED A

3

High Commission o f Canada, London

From:
Sent: November-12-16 12:54 AM
To: Geddes, Carol -DUBLN -CS Subject:
Fwd: Cbsa complaint

Begin forwarded message:

From:
Date: 11 November 2016 at 19:37:26 GMT-5
To: nathalie.desbiens@,international.gc.ca
Cc:
Subject: Cbsa complaint
Nathalie
justify a search etc
r*

A i i *

i

i

i

•

r*

t

i

i

i

3

 1

From:
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To:
Subject:
frmID: ccc

PROTECTED A

November 4, 2016 01:57 AM
CBSA-ASFC_Complaints_Unit-Division_des_plaintes
WWW Form Submission

Confirmation: Thank you for sharing your feedback. Your message has been sent. For more information on how the
CBSA handles feedback, please visit our --FAQ Page--.
subject: Feedback Form
feedback type: complaint
email2:
first name: (
family name:
phone number: i
address:
city:
province state:
postal code:
country:
time_contact-hh: 12:00
date_month: November
date_day: 03
date_year: 2016
time_hh:
tim ejTim
location: Toronto Airport Secondary Inspection, booth number
feedback: Dear Sir/Madam,
l

 2

PROTECTED A

Canada Border Services
Agent at the secondary inspection at Calgary airport,

'<

She was rude, arrogant and unrespectful.
has mentioned that I have to answer all her questions,

ind she
;he got
Calgary Airport secondary inspection was

rude by threatening me not to let me in Canada.
threatening me the same way

2

 CBSA- ReleasedundertheAccesstoInformationAct.

3

PROTECTED A

certification: yes
Submit: Submit

Mozilla/5.0 (Windows NT 10.0; Win64; x64) AppleWebKit/537.36 (KHTML, like Gecko) Chrome/46.0.2486.0
Safari/537.36 Edge/13.10586

3

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From:
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To:
Subject:

CBSA-ASFC_Appeals-Appels
November 15, 2016 02:17 PM
CBSA-ASFC_Complaints_Unit-Division_des_plaintes
FW: Online submission has been processed

Thanks,

Ashlee Bradbury
Appeals Processing Assistant, Corporate Affairs Branch Canada Border
Services Agency / Government of Canada ashlee.bradburv@cbsaasfc.ac.ca / Tel: 343-291-7236 / TTY: 866-335-3237
Ajointe aux traitements des appels, Direction generale des services integres Agence
des services frontaliers du Canada / Gouvernement du Canada
ashlee.bradburv@cbsa-asfc.ac.ca/ Tel.: 343-291-7236 / ATS : 866-335-3237

From: RCMS-SGRR@cbsa-asfc.ac.ca fmailto:RCMS-SGRR@cbsa-asfc.ac.ca1
Sent: November 8, 2016 8:05 PM
To: CBSA-ASFC_Appeals-Appels; CBSA-ASFC_RCMS-SGRR
Subject: Online submission has been processed

RCMS Enforcement Notification
A new Online Submission has been added to RCMS Enforcement.
The appeal details are attached below.

Launch ROVIS Enforcement

Hh SGRR Execution de la loi
Une nouvelle soumission electronique a ete ajoutee au SGRR Execution de la loi.
Les details de I'appel sont inclus ci-dessous.

1

 2

PROTECTED A

Ouvrir SGRR Execution de la I*

fmrlD: rcms2016b

date ttp action: 2016-08-09
client type: individual [appellantType=l]
client first name:
client surname:
client address:
client city:
client country: (
client province/state:
client postal/zip code:
client phone number:
client phone number type:
representation: No [representation^]
detailsField:

was harassed by an agent.

2

 3

PROTECTED A

certificationField: yes
date submitted: 2016-11-07
language: english [language=l]
Submit: Submit

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3

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1

R eco u rse D ire c to ra te
Direction d e s recours
R E C E IV E D - R E p U

NOV 1 6 2016 P&
File No.

______

Ref. _ _ _ _ _ _ _ _ _
Canada Border Services Agency
Ottawa ON K1A 0L8

Canada

October 24, 2016
Re: Com plaint About Treatm ent

Dear Sirs;

pulled aside for secondary inspection. 1 was detained lor over 8 hours

 Protected A

CBSA-ASFC_Complaints_Unit-Division_des_plaintes

From:
Sent:
To:
Subject:
Attachments:

CBSA-ASFC_Complaints_Unit-Division_des_plaintes
November 18, 2016 01:15 PM
CBSA-ASFC RDGO-BDGR-OUE

* *

La version frangaise suit

* * *

: as requested
Please ensure the related service standards are respected:
C om plaint contact due date (14 calendar days):

Dec 01,2016

C om plaint response due date (40 calendar days): Dec 27, 2016
Please send closing documents including a completed Complaint Input Form, a Record of Call (if
resolved by phone) and/or a copy of the complaint response, to the Complaints Unit mailbox at
CBSA-ASFC Complaints Unit-Division des plaintes

* * *

Version frangaise

* * *

: tel que demande
Veuillez-vous assurer que les normes de services suivantes sont respectees :
Date lim ite pour la com m unication initiale avec le plaignant (14 jo u rs c iv ils ) : Dec 01,2016
Date lim ite pour la reponse de I’Agence au plaignant (40 jo u rs c iv ils ) : Dec 27, 2016
Veuillez envoyer les documents de fermeture incluant le formulaire de saisie des donnees des
plaintes, la fiche d’appel (si la plainte a ete resolue par telephone), et/ou la reponse ecrite a la boTte
aux lettres de I’Unite des plaintes: CBSA-ASFC Complaints Unit-Division des plaintes.

From: Polisena, Laura On Behalf Of CBSA-ASFC_RDGO-BDGR-QUE
Sent: November 17, 2016 9:59 AM
To: CBSA-ASFC_Complaints_Unit-Division_des_plaintes
Cc: CBSA-ASFC_RDGO-BDGR-QUE
Subject: TR: Plainte

 Bortjour,

l
Protected A

S'il vous plait enregistrer cette plainte pour notre region.
Merci,

L au ra P o lise n a

Adjointe administratif, Division des services corporatifs et des programmes, Region du
Quebec
Agence des services frontaliers du Canada   Gouvernement du Canada
laura.polisena@cbsa-asfc.gc.ca   Tel : 514-283-8700x8377   ATS : 866-335-3237
Administrative assistant, Corporate and Program Services Division, Quebec Region
Canada Border Services Agency   Government of Canada
laura.polisena@cbsa-asfc.gc.ca   Tel : 514-283-8700x8377   ATS : 866-335-3237

D e : Perreault, Karine
Envoye : 17 novembre, 2016 9:19
A : CBSA-ASFC_RDGO-BDGR-QUE

C c : Perreault, Karine
O b j e t : Plainte
Bonjour Manon,
Svp, faire numeroter cette plainte.
Merci

Karine Perreault
Adjointe administrative. District des aeroports - Region du Quebec Agence
des services frontaliers du Canada   Gouvernement du Canada
karine.perreault(5>cbsa-asfc.gc.ca   Tel: 514-633-7702   ATS: 866-335-3237
Administrative Assistant, Airports District-Quebec Region Canada Border
Services Agency   Government of Canada karine.perreault(a>cbsaasfc.gc.ca   Tel: 514-633-7702   TTY: 866-335-3237

 Protected A

C B S A -A S F C C o m p la in ts J J n it-D iv is io n d e s p la in te s

From:
Sent:
To:
Subject:
frmID: ccc

November 17, 2016 12:05 PM
CBSA-ASFC_Complaints_Unit-Division_des_plaintes
WWW Form Submission

Confirmation: Thank you for sharing your feedback. Your message has been sent. For more information on how the
CBSA handles feedback, please visit our --FAQ Page--.
subject: Feedback Form
feedback type: complaint
email2:
first name:
family name:
phone number:
address:
city:
province state:
postal code:
country:
time_contact-hh: 10:00
date_month: November
date_day: 07
date_year: 2016
time_hh: (
time mm:
location: Toronto Airport (YYZ)

 CBSA- ReleasedundertheAccesstoInformationAct.
ASFC- Divulgationenvertudelaloi sur I'AccesaI'informatio

tracking form cargo number:
1

Protected

feedback:

certification: yes
Submit: Submit

Mozilla/5.0 (Windows NT 10.0; WOW64; rv:49.0) Gecko/20100101 Firefox/49.0

a service

 Protected A

C B S A -A S F C C o m p la in ts J J n it-D iv is io n d e s p la in te s

From:
Sent:
To:
Subject:
frmID: ccc

November 17, 2016 02:49 PM
CBSA-ASFC_Complaints_Unit-Division_des_plaintes
WWW Form Submission

Confirmation: Thank you for sharing your feedback. Your message has been sent. For more information on how the
CBSA handles feedback, please visit our --FAQ Page--.
subject: Feedback Form
feedback type: complaint
email2:
first name:
family name:
phone number:
address:
city:
province state:
postal code:
country:
time_contact-hh: 11:00
date_month: November
date_day: 13
date_year: 2016
time_hh:
time mm: - mm feedback: Dear CBSA,

 1

Protected A

On

repeatedly identified and stopped for additional screening >

certification: yes
Submit: Submit

Mozilla/5.0 (Macintosh; Intel Mac OS X 10_11_6) AppleWebKit/537.36 (KHTML, like Gecko) Chrome/54.0.2840.71
Safari/537.36

 Payette, Ryan

From:
Sent:
To:
Subject:
frmID: ccc

November 18, 2016 08:00 PM
CBSA-ASFC_Complaints_Unit-Division_des_plaintes
WWW Form Submission

Confirmation: Thank you for sharing your feedback. Your message has been sent. For more information on how the
CBSA handles feedback, please visit our --FAQ Page--.
subject: Feedback Form
feedback type: complaint
email2:
first name:
family name: <
phone number:
address:
city:
province state:
postal code:
country:
time_contact-hh: 09:00
date_month: November
date_day: 16
date_year: 2016
time_hh: 1
time mm:
location: YVR

l

 service provider: CBSA
feedback: Complaint re: Officer

at YVR.

he became agitated and histone changed.

Officer
had several commentary/rhetorical questions,
continued his behavior of muttering.

he grew more agitated and

2

 Vly complaint centers around Officer
attitude and behavior, the way he spoke to me. It was arrogant, rude and condescending.

certification: yes
Submit: Submit

Mozilla/5.0 (Macintosh; Intel Mac OS X 10_11_4) AppleWebKit/537.36 (KHTML, like Gecko) Chrome/50.0.2661.94
Safari/537.36

3

 Payette, Ryan

From:
Sent:
To:
Subject:
frmID: ccc

November 20, 2016 02:19 PM
CBSA-ASFC_Complaints_Unit-Division_des_plaintes
WWW Form Submission

Confirmation: Thank you for sharing your feedback. Your message has been sent. For more information on how the
CBSA handles feedback, please visit our --FAQ Page--.
subject: Feedback Form
feedback type: complaint
email2:j
first name:
family name:
phone number:
address:
city:
province state: <
postal code:
country:
time_contact-hh: 12:00
date_month: November
date_day: 19
date_year: 2016
time_hh: ‘
time mm: - mm location: Pearson International airport

 l

feedback:

certification: yes
Submit: Submit

Mozilla/5.0 (Macintosh; Intel Mac OS X 10_7_5) AppleWebKit/537.78.2 (KHTML, like Gecko) Version/6.1.6
Safari/537.78.2

 PROTECTED A

From:
Sent:
To:
Subject:
frmID: ccc

November 21, 2016 06:12 PM
CBSA-ASFC_Complaints_Unit-Division_des_plaintes
WWW Form Submission

Confirmation: Thank you for sharing your feedback. Your message has been sent. For more information on how the
CBSA handles feedback, please visit our --FAQ Page--.
subject: Feedback Form
feedback type: complaint
email2:
first name:
family name:
phone number:
address:
city:
province state:
postal code:
country:
d a te _ m o n th : O c to b e r

d a te _ d a y : -

d a te _ y e a r: -

tim e jr im : - m m -

lo c a tio n : V a n c o u v e r a ir p o r t

feedback:

l

 CBSA- ReleasedundertheAccesstoInformationAct.
ASFC- Divulgationenvertudelaloi sur I'AccesaI'informatio

1

PROTECTED A

officer

went off the handle and threatened to have me

charged
threatened to have me charged \

certification: yes
Submit: Submit

Mozilla/5.0 (Windows NT 6.1; WOW64) AppleWebKit/537.36 (KHTML, like Gecko) Chrome/54.0.2840.99 Safari/537.36

 PROTECTED A

From:
Sent:
To:
Subject:
frmID: ccc

November 22, 2016 12:04 AM
CBSA-ASFC_Complaints_Unit-Division_des_plaintes
WWW Form Submission

Confirmation: Thank you for sharing your feedback. Your message has been sent. For more information on how the
CBSA handles feedback, please visit our --FAQ Page--.
subject: Feedback Form
feedback type: compliment
email2
first name:
family name:
phone number:
address:
city:
province state:
postal code:
country:
date_month: October
date_day: 22
date_year: 2016
time_hh: 1
t im e jr im :!
location: toronto air port
feedback:
the officer say
it will get fine

 1
1
PROTECTED A

certification: yes
Submit: Submit

Mozilla/5.0 (Windows NT 10.0; WOW64; rv:50.0) Gecko/20100101 Firefox/50.0

 1

From:
Sent:
To:
Subject:
frmID: ccc

PROTECTED A

November 23, 2016 02:53 AM
CBSA-ASFC_Complaints_Unit-Division_des_plaintes
WWW Form Submission

Confirmation: Thank you for sharing your feedback. Your message has been sent. For more information on how the
CBSA handles feedback, please visit our --FAQ Page--.
subject: Feedback Form
feedback type: complaint
email2:
first name:
family name: I
phone number:
address:
city:
province state:
postal code:
country
time_contact-hh: 09:00
date_month: November
date_day: 22
date_year: 2016
time_hh:
time mm:
location: Vancouver immigration (yvr)

 1
PROTECTED A

2
s e rv ic e p ro v id e r: C anada p o s t

fe e d b a c k :

Vancouver innnnigration(yvr) wrote my expiry date,

I think there was a mistake '

certification: yes
Submit: Submit

Mozilla/5.0 (Macintosh; Intel Mac OS X 10_12) AppleWebKit/602.1.50 (KHTML, like Gecko) Version/10.0 Safari/602.1.50

 1

From:
Sent:
To:
Subject:
frmID: ccc

PROTECTED A

November 24, 2016 12:02 AM
CBSA-ASFC_Complaints_Unit-Division_des_plaintes
WWW Form Submission

Confirmation: Thank you for sharing your feedback. Your message has been sent. For more information on how the
CBSA handles feedback, please visit our --FAQ Page--.
subject: Feedback Form
feedback type: complaint
email2:
first name:
family name:
phone number:
address:
city:
province state:
postal code:
country:
time_contact-hh: 11:00
date_month: October
date_day: 21
date_year: 2016
time_hh:
time mm:
feedback: Hello.

 1
2

certification: yes
Submit: Submit

Mozilla/5.0 (Windows NT 6.1; WOW64; Trident/7.0; rv:11.0) like Gecko

PROTECTED A

 PROTECTED A

From:
Sent:
To:
Subject:
frmID: ccc

November 27, 2016 01:18 PM
CBSA-ASFC_Complaints_Unit-Division_des_plaintes
WWW Form Submission

Confirmation: Thank you for sharing your feedback. Your message has been sent. For more information on how the
CBSA handles feedback, please visit our --FAQ Page--.
subject: Feedback Form
feedback type: complaint
email2:
first name:'
family name:
phone number:
address::
city:
province state:
postal code:
country:
time_contact-hh: 17:00
date_month: November
date_day: 18
date_year: 2016
tim e_hh:;
tim e jrim
location: Montreal Airport (YUL)
feedback:

 1
1
PROTECTED A

Our treatment by both Canadian immigration and the Customs officials at Montreal airport, was rude, unwelcoming,
and unnecessarily inconvenient

certification: yes
Submit: Submit

Mozilla/5.0 (Windows NT 6.1; WOW64; rv:50.0) Gecko/20100101 Firefox/50.0

 PROTECTED A

From:
Sent:
To:
Subject:
frmID: ccc

November 27, 2016 03:17 PM
CBSA-ASFC_Complaints_Unit-Division_des_plaintes
Soumission du formulaire WWW

Confirmation: Merci d'avoir partage votre retroaction. Votre message a ete envoye. Pour plus d'information sur la fagon
dont I'ASFC traite la retroaction, veuillez visiter notre --page FAQ"sujet: Formulaire de retroaction
type de retroaction: Plainte
courriel2:
prenom:
nom de famille:
numero de telephone:
adresse:
ville:
province etat:
code postal:
pays:
d a te jo u r: 26
d atejriois: novembre
date_annee: 2016
temp_hh:
temp_mm:
lieu: Aeroport Trudeau
retroaction:

 1
1
PROTECTED A

Cette personne s'est adresse a moi sur un ton arrogant, meprisant et condescendant, rien de moms.!

attestation: yes
Submit: Soumettre

Mozilla/5.0 (iPad; CPU OS 9_3_5 like Mac OS X) AppleWebKit/601.1.46 (KHTML, like Gecko) Version/9.0 Mobile/13G36
Safari/601.1

 Payette, Ryan

From:
Sent:
To:
Subject:
frmID: ccc

November 28, 2016 11:50 AM
CBSA-ASFC_Complaints_Unit-Division_des_plaintes
WWW Form Submission

Confirmation: Thank you for sharing your feedback. Your message has been sent. For more information on how the
CBSA handles feedback, please visit our --FAQ Page--.
subject: Feedback Form
feedback type: complaint
email2:  
first name:
family name:
phone number:
address:
city:
province state:
postal code:
country:
time_contact-hh: 17:00
date_month: November
date_day: 20
date_year: 2016
time_hh:
time mm: i
location: Toronto Airport YYZ

l

  

feedback:

We Nere
treated like criminals, 
I was randomly
chosen to be the target

certification: yes
Submit: Submit

Mozilla/5.0 (Windows NT 6.3; WOW64) AppleWebKit/537.36 (KHTML, like Gecko) Chrome/54.0.2840.99 Safari/537.36

3

 Payette, Ryan

From:
Montpellier, Manon on behalf of CBSA-ASFC_RDGO-BDGR-QUE
November 28, 2016 01:04 PM
Sent:
CBSA-ASFC_Complaints_Unit-Division_des_plaintes
To:
CBSA-ASFC_RDGO-BDGR-QUE
Cc:
Subject:
TR:
Bonjour, svp enregistrer cette plainte et I'achem iner par la suite au bureau du VP pour assignation a notre region.
Merci
Manon Montpellier
Agente regionale des programmes, Division des services corporatifs et des programmes, Region du Quebec
Coordonnairice regionaie - piainies
Agence des services frontoilers du Canada / Gouvernement du Canada manon.montnellierfficbsa-asfc.ac.ca
/ Tel: 514-283-8700 x 6016 / ATS: 866-335-3237
Regional Program Officer; Corporate and Program Services Division Regional
Coordinator - complaints
Canada Border Services Agency / Government of Canada manon.montpellier(a)cbsa-asfc.ac.ca
/ Tel: 514-283-8700 x 6016 j TTY: 866-335-3237

De : Perreault, Karine
Envoye : 28 novembre, 2016 11:41
A : CBSA-ASFC_RDGO-BDGR-QUE
Cc : Perreault, Karine
O b je t:
Bonjour,
Svp faire numerator cette plainte.
Mere!
Karine Perreault
Adjointe administrative. District des aeroports - Region du Quebec Agence
des services frontaliers du Canada   Gouvernement du Canada

karine.perreault@ cbsa~asfc.gc.ca   Tel: 514-633-7702   ATS: 866-335-3237
Administrative Assistant, Airports District - Quebec Region Canada Border
Services Agency   Government of Canada karine.perreault@ cbsa-

asfc.gc.ca I Tel: 514-633-7702   TTY: 866-335-3237

De : QUE-PET, Programmes
Envoye : 28 novembre, 2016 10:57
A : Perreault, Karine
l

 CBSA■ReleasedundertheAccesstoInformationAct.
ASFC■DivulgationenvertudelaloisurI’AccesaI’information.

O b je t: TR: SGC
Bonjour Karine,
II faudrait ouvrir une plainte avec ce commentaire.
Merci,

C a 4 h & rlv ^
Catherine Renaud
Agente regionale des programmes, Services operationnels, Division des services corporatifs et des programmes, Region
du Quebec
Agence des services frontaliers du Canada / Gouvernement du Canada Catherine. renaud@asfc.qc.ca
/ Tel.: 514-633-7815 / ATS: 866-335-3237
Regional Programs Officer, Operational Services, Corporate and Program Services Division, Quebec Region
Canada Border Services Agency / Government of Canada
C a th e rin e .re n a u d @ a s fc .a c .c a / Tel.: 514-633-7815 / TTY: 866-335-3237

D e : YULClientele rmailto:YULCIientele@admtl.com1
Envoye : 28 novembre, 2016 10:47
A : QUE-PET, Programmes
Cc : Asselin, Francois-Nicolas; Benard, Yves; Chefs Des Operations - Coordination Des Operations Objet
: TR: SGC :
Bonjour,
Je vous envoie ce commentaire pour votre suivi.
Merci,

a

£roports

de

Mo n t r e a l

Anne-

Marie Urban
A g e n t.

- delations clients

" *i:

istomer Relations

WWW.ADMTL.COM

D e : Urban, Anne-Marie
Envoye : 28 novembre 2016 10:45
A : Urban, Anne-Marie <Anne-Marie.Urban(5)admtl.com> Objet
: SGC: \

2

 CBSA- ReleasedundertheAccesstoInformationAct.
ASFC- Divulgationenvertudelaloi surI’AccesaI’information.

Information
Numero de reference
Numero reference origine
Type

Statut

Direct-Plainte
Nouveau

No. carton

Dates et heures
Date du Commentaire

26/ 11/2016

Date de Fermeture
Resolution

0

Voyageur
Civilite

Norn

Prenom

Adresse
Ville
Code postal
Province \ Etat
Pays
Courrie!

Telephone

Langue

Frangais

 Motif de la visite

Arrivee

Details evenemerits
Date de S’evenement

23/11/2016

Mode de reception

Formulaire Web

Categorie

Plainte

Site

YUL - Montreal - Trudeau

Transporteur

Non specifie

No. de vol

Localisation
Niveau

General

Secteur

Agences gouvernementales

Section

ASFC

Dimension

Fluidite

Commentaire
Commentaire

Reponse souhaitee

Oui

4

 Reponse ADM
Date de debut

Date de fin

2016-11-23T05:00:00Z

2016-11 -23T05:00:00Z

Documents
Pieces jointes

5

 Payette, Ryan

From:
Sent:
To:
Subject:
frmID: ccc

November 28, 2016 05:40 PM
CBSA-ASFC_Complaints_Unit-Division_des_plaintes
WWW Form Submission

Confirmation: Thank you for sharing your feedback. Your message has been sent. For more information on how the
CBSA handles feedback, please visit our --FAQ Page--.
subject: Feedback Form
feedback type: complaint
email2:
first name:
family name:
phone number:
address:
city
province state:
postal code:
country:
time_contact-hh: 17:00
date_month: August
date_day: 23
date_year: 2015
tim ejTim : - mm location: Vancouver airport
feedback:

 stopped and
l

harassed;
was harassed again. I'

certification: yes
Submit: Submit

Mozilla/5.0 (iPhone; CPU iPhone OS 10_0_2 like Mac OS X) AppleWebKit/602.1.50 (KHTML, like Gecko) Version/10.0
Mobile/14A456 Safari/602.1

 Payette, Ryan

From:
Sent:
To:
Subject:
frmID: ccc

November 28, 2016 07:46 PM
CBSA-ASFC_Complaints_Unit-Division_des_plaintes
WWW Form Submission

Confirmation: Thank you for sharing your feedback. Your message has been sent. For more information on how the
CBSA handles feedback, please visit our --FAQ Page--.
subject: Feedback Form
feedback type: comment
email2:
first name:
family name:
phone number:
address:
city:
province state:
postal code:
country:
time_contact-hh: 11:00
date_month: November
date_day: 17
date_year: 2016
time_hh:
time mm:

location: Toronto

l

 you go underneath the ribbons
unplaisant voice and started lecturing me on the raison for the rubans to be there

interrupted me

insult me

2

took a rude Tone asking me Did
he kept his

 certification: yes
Submit: Submit

Mozilla/5.0 (iPhone; CPU iPhone OS 10_1_1 like Mac OS X) AppleWebKit/602.2.14 (KHTML, like Gecko) Version/10.0
Mobile/14B150 Safari/602.1

3

 Payette, Ryan

From:
Sent:
To:
Subject:
frmID: ccc

November 29, 2016 08:43 AM
CBSA-ASFC_Complaints_Unit-Division_des_plaintes
WWW Form Submission

Confirmation: Thank you for sharing your feedback. Your message has been sent. For more information on how the
CBSA handles feedback, please visit our --FAQ Page--.
subject: Feedback Form
feedback type: complaint
email2:
first name:
family name:
phone number:
address:
city:
province state:
postal code:
country: <
date_month: November
date_day: 22
date_year: 2016
time_hh:
time mm: - mm -

location: PET Airport

 derogatory comments

certification: yes
Submit: Submit

Mozilla/5.0 (Windows NT 6.1; WOW64) AppleWebKit/537.36 (KHTML, like Gecko) Chrome/54.0.2840.99 Safari/537.36

 1

From:
Sent:
To:
Subject:
frmID: ccc

PROTECTED A

November 29, 2016 05:01 PM
CBSA-ASFC_Complaints_Unit-Division_des_plaintes
Soumission du formulaire WWW

Confirmation: Merci d'avoir partage votre retroaction. Votre message a ete envoye. Pour plus d'information sur la fagon
dont I'ASFC traite la retroaction, veuillez visiter notre --page FAQ--.
sujet: Formulaire de retroaction
type de retroaction: Plainte
courriel2: j
prenom:
nom de famille:
numero de telephone:
adresse: i
ville:
province e ta t:1
code postal:
pays:
time_contact-hh: 17:00
d a te jo u r: 25
date_mois: novembre
date_annee: 2016
temp_hh: 1
te m p m m :

lieu: Aeroport Trudeau, Dorval

 l

2

menace d'une fouille plus intrusive,
pas ete informee de mes droits.

intimidant,
. Je n'ai

attestation: yes
Submit: Soumettre

Mozilla/5.0 (Windows NT 10.0; Win64; x64) AppleWebKit/537.36 (KHTML, like Gecko) Chrome/51.0.2704.79
Safari/537.36 Edge/14.14393

 1

From:
Sent:
To:
Subject:
frmID: ccc

PROTECTED A

December 1, 2016 09:28 AM
CBSA-ASFC_Complaints_Unit-Division_des_plaintes
WWW Form Submission

Confirmation: Thank you for sharing your feedback. Your message has been sent. For more information on how the
CBSA handles feedback, please visit our --FAQ Page--.
subject: Feedback Form
feedback type: complaint
email2:
first name:
family name:
phone number:
address:
city:
province state: <
postal code:
country: Canada
time_contact-hh: 13:00
date_month: November
date_day: 19
date_year: 2016
time_hh:
time mm:

location: Toronto Pearson Airport

 1

2

protected

A in s u lte d us b y a s k in g h o w w e p a id f o r o u r t ic k e t / t r i p , a n d w h e n d id w e p a y f o r it, a n d

how.

ru d e q u e s tio n in g a n d t h e a r ro g a n c e /ru d e n e s s o f th is b o r d e r a g e n t.

certification: yes
Submit: Submit

Mozilla/5.0 (Windows NT 6.1; WOW64; Trident/7.0; MSBrowserlE; rv:11.0) like Gecko

 Payette, Ryan

From:
Sent:
To:
Subject:
frmID: ccc

December 4, 2016 01:35 AM
CBSA-ASFC_Complaints_Unit-Division_des_plaintes
WWW Form Submission

Confirmation: Thank you for sharing your feedback. Your message has been sent. For more information on how the
CBSA handles feedback, please visit our --FAQ Page--.
subject: Feedback Form
feedback type: complaint
email2:
first name:
family name:
phone number:
address:
city:
province state
postal code:
country
time_contact-hh: 17:00
date_month: November
date_day: 23
date_year: 2016
time_hh:
tim ejTim :
location: Pearson International,Toronto
1

 1

got mad and rudely

She refused rudely

certification: yes
Submit: Submit

Mozilla/5.0 (Windows NT 10.0; WOW64) AppleWebKit/537.36 (KHTML, like Gecko) Chrome/41.0.2272.101
Safari/537.36

 Payette, Ryan

From:
Sent:
To:
Subject:
frmID: ccc

December 4, 2016 02:23 AM
CBSA-ASFC_Complaints_Unit-Division_des_plaintes
WWW Form Submission

Confirmation: Thank you for sharing your feedback. Your message has been sent. For more information on how the
CBSA handles feedback, please visit our --FAQ Page--.
subject: Feedback Form
feedback type: complaint
email2:
first name:
family name:
phone number
address:
city:
province state:
postal code:
country:
time_contact-hh: 10:00
date_month: December
date_day: 03
date_year: 2016
time_hh:
time mm

location: YVR

 certification: yes
Submit: Submit

Mozilla/5.0 (Windows NT 6.1; rv:50.0) Gecko/20100101 Firefox/50.0

 1

From:
Sent:
To:
Subject:
frmID: ccc

PROTECTED A

December 6, 2016 04:31 PM
CBSA-ASFC_Complaints_Unit-Division_des_plaintes
Soumission du formulaire WWW

Confirmation: Merci d'avoir partage votre retroaction. Votre message a ete envoye. Pour plus d'information sur la fagon
dont I'ASFC traite la retroaction, veuillez visiter notre --page FAQ--.
sujet: Formulaire de retroaction
type de retroaction: Plainte
courriel2:
prenom:
nom de famille:
numero de telephone:
adresse:
ville:
province etat:
code postal
pays:
time_contact-hh: 12:00
d a te jo u r: 05
d ate jrio is: novembre
date_annee: 2016
temp_hh:
tem p_m m ::
lieu: Aeroport international de Montreal

 attestation: yes
Submit: Soumettre

Mozilla/5.0 (iPad; CPU OS 9_3_5 like Mac OS X) AppleWebKit/601.1.46 (KHTML, like Gecko) Version/9.0 Mobile/13G36
Safari/601.1

 Payette, Ryan

From:
Sent:
To:
Subject:
frmID: ccc

December 9, 2016 07:56 AM
CBSA-ASFC_Complaints_Unit-Division_des_plaintes
WWW Form Submission

Confirmation: Thank you for sharing your feedback. Your message has been sent. For more information on how the
CBSA handles feedback, please visit our --FAQ Page--.
subject: Feedback Form
feedback type: complaint
email2: i
first name:
family name:
phone number:
address:
city:
province state:
postal code:
country:
time_contact-hh: 17:00
date_month: October
date_day: 30
date_year: 2016
time_hh: :
time mm:

location: Toronto airport

 We were greeted by an unpleasant and impolite customs agent,

He got angry with us

l
and treated us very poorly
threatened to expel us from the country

certification: yes
Submit: Submit

Mozilla/5.0 (compatible; MSIE 9.0; Windows NT 6.1; Trident/5.0)

He even

 Payette, Ryan

From:
Sent:
To:
Subject:
frmID: ccc

December 9, 2016 12:32 PM
CBSA-ASFC_Complaints_Unit-Division_des_plaintes
Soumission du formulaire WWW

Confirmation: Merci d'avoir partage votre retroaction. Votre message a ete envoye. Pour plus d'information sur la fa^on
dont I'ASFC traite la retroaction, veuillez visiter notre --page FAQ--.
sujet: Formulaire de retroaction
type de retroaction: Plainte
courriel2:
prenom:
nom de famille: <
numero de telephone:
adresse:
ville:
province etat:
code postal:
pays:
time_contact-hh: 09:00
d a te jo u r: 23
date_mois: novembre
date_annee: 2016
temp_hh: 1
temp_mm:
lieu: Toronto Pearson International Airport

 1
I

ma valise a ete inspectee.

attestation: yes
Submit: Soumettre

Mozilla/5.0 (Windows NT 6.3; WOW64) AppleWebKit/537.36 (KHTML, like Gecko) Chrome/54.0.2840.99 Safari/537.36

 Payette, Ryan

From:
Sent:
To:
Subject:
frmID: ccc

December 9, 2016 04:12 PM
CBSA-ASFC_Complaints_Unit-Division_des_plaintes
Soumission du formulaire WWW

Confirmation: Merci d'avoir partage votre retroaction. Votre message a ete envoye. Pour plus d'information sur la fa?on
dont I'ASFC traite la retroaction, veuillez visiter notre --page FAQ"sujet: Formulaire de retroaction
type de retroaction: Plainte
courriel2:
prenom:
nom de famille:
numero de telephone:
adresse:
ville:
province etat:
code postal:
pays:
time_contact-hh: 09:00
dateJo u r: 18
date_mois: novembre
date_annee: 2016
tem p_hh::
te m p m m :
lieu: Pierre Elliot Trudeau

retroaction: Bonjour,

 CBSA- ReleasedundertheAccesstoInformationAct.
ASFC- Divulgationenvertudelaloi sur I'AccesaI'informatio

1
i'ai I'obligation de me rendre a un deuxieme
bureau de verification.

attestation: yes
Submit: Soumettre

Mozilla/5.0 (Windows NT 10.0; WOW64; rv:50.0) Gecko/20100101 Firefox/50.0

 Payette, Ryan

From:
Sent:
To:
Subject:
frmID: ccc

December 11, 2016 07:31 PM
CBSA-ASFC_Complaints_Unit-Division_des_plaintes
WWW Form Submission

Confirmation: Thank you for sharing your feedback. Your message has been sent. For more information on how the
CBSA handles feedback, please visit our --FAQ Page--.
subject: Feedback Form
feedback type: complaint
email2:
first name:
family name: I
phone number:
address: I
city:
province state:
postal code:
country: Canada
time_contact-hh: 17:00
date_month: November
date_day: 26
date_year: 2016
time_hh:
time mm:
location: Vancouver Airport

 feedback:
questioned. I waited in line for too long at customs

I was sent to customs to have my baggage searched and to be
l

made a comment behind me, saying, "That's the least of your worries right now".

certification: yes
Submit: Submit

Mozilla/5.0 (Windows NT 6.1; WOW64) AppleWebKit/537.36 (KHTML, like Gecko) Chrome/54.0.2840.99 Safari/537.36

 Payette, Ryan

From:
Sent:
To:
Subject:
frmID: ccc

December 11, 2016 07:41 PM
CBSA-ASFC_Complaints_Unit-Division_des_plaintes
Soumission du formulaire WWW

Confirmation: Merci d'avoir partage votre retroaction. Votre message a ete envoye. Pour plus d'information sur la fa^on
dont I'ASFC traite la retroaction, veuillez visiter notre --page FAQ--.
sujet: Formulaire de retroaction
type de retroaction: Plainte
courriel2:
prenom:
nom de famille:
numero de telephone:
adresse::
v ille :'
province etat: <
code postal:
pays:
d a te jo u r: 11
date_mois: decembre
date_annee: 2016
temp_hh:
te m p m m :
lieu: Aeroport Mtl Trudeau

arrogant.
insultant, etc. I!!!! Ses directives etaient autoritaires et manquaient totalement de pact!!!!

 1

POWER TRIP!!!!!.
attestation: yes
Submit: Soumettre

Mozilla/5.0 (iPad; CPU OS 9_3_5 like Mac OS X) AppleWebKit/601.1.46 (KHTML, like Gecko) Version/9.0 Mobile/13G36
Safari/601.1

 Payette, Ryan

From:
Sent:
To:
Subject:
frmID: ccc

December 12, 2016 12:40 AM
CBSA-ASFC_Complaints_Unit-Division_des_plaintes
WWW Form Submission

Confirmation: Thank you for sharing your feedback. Your message has been sent. For more information on how the
CBSA handles feedback, please visit our --FAQ Page--.
subject: Feedback Form
feedback type: complaint
email2: :
first name
family name
phone number
address:
city:
province state:
postal code:
country:
time_contact-hh: 11:00
date_month: December
date_day: 09
date_year: 2016
time mm: - mm -

 1

That is ridiculous.i think I was treated in wrong way

certification: yes
Submit: Submit

Mozilla/5.0 (iPad; CPU OS 10_0_2 like Mac OS X) AppleWebKit/602.1.50 (KHTML, like Gecko) Version/10.0
Mobile/14A456 Safari/602.1

 Payette, Ryan

From:
Sent:
To:
Subject:
frmID: ccc

December 13, 2016 10:46 AM
CBSA-ASFC_Complaints_Unit-Division_des_plaintes
WWW Form Submission

Confirmation: Thank you for sharing your feedback. Your message has been sent. For more information on how the
CBSA handles feedback, please visit our --FAQ Page--.
subject: Feedback Form
feedback type: complaint
email2:
first name:
family name: I
phone number:
address:
city:
province state:
postal code:
country: <
time_contact-hh: 09:00
date_month: November
date_day: 27
date_year: 2016
time_hh: :
time mm: ■
location: Pierre Elliot Trudeau Airport - Montreal

 unjustified harassment

minutes asking me excessive ridiculous questions that were totally unnecessary.

He was obviously on an ego trip and his behavior was inexcusable.

certification: yes
Submit: Submit

Mozilla/5.0 (Windows NT 6.1; WOW64; rv:50.0) Gecko/20100101 Firefox/50.0

 1

PROTECTED A

From:
Sent:
To:
Subject:
frmID: ccc

December 13, 2016 04:25 PM
CBSA-ASFC_Complaints_Unit-Division_des_plaintes
WWW Form Submission

Confirmation: Thank you for sharing your feedback. Your message has been sent. For more information on how the
CBSA handles feedback, please visit our --FAQ Page--.
subject: Feedback Form
feedback type: complaint
email2:
first name:
family name:
phone number:
address:
city:
province state: I
postal code:
countrv
date_month: November
date_day: 14
date_year: tim e jrim : - mm location: Pearson
feedback
extremely rude and unprofessional.

rude and unhelpful and discourteous in his manner.

 1
2

PROTECTED A

I the power
may have gone to his head.

certification: yes
Submit: Submit

M ozilla/5.0 (Windows NT 10.0; W OW 64) AppleW ebKit/537.36 (KHTML, like Gecko) C hrom e/54.0.2840.99 Safari/537.36

 1

From:
Sent:
To:
Subject:

PROTECTED A

December 13, 2016 09:33 PM
CBSA-ASFC_Complaints_Unit-Division_des_plaintes
W W W Form Submission

frmID: ccc
Confirmation: Thank you for sharing your feedback. Your message has been sent. For more information on how the CBSA
handles feedback, please visit our --FAQ Page--.
subject: Feedback Form
feedback type: complaint
email2:
first name
family name:
phone number
address:
city:
province state:
postal code:
country:
time_contact-hh: 12:00
date_month: October
date_day: 22
date_year: 2016
time_hh:
tim e mm:
location: VANCOUVER INTERNATIONAL AIRPORT

 l

and just kept saying "We don't help you
any more and get out".

certification: yes

M ozilla/5.0 (Windows NT 10.0; W OW 64) AppleW ebKit/537.36 (KHTML, like Gecko) C hrom e/54.0.2840.99 Safari/537.36

 PROTECTED A

From:
Sent:
To:
Subject:

December 15, 2016 11:09 PM
CBSA-ASFC_Complaints_Unit-Division_des_plaintes
W W W Form Submission

frmID: ccc
Confirmation: Thank you for sharing your feedback. Your message has been sent. For more information on how the
CBSA handles feedback, please visit our --FAQ Page--.
subject: Feedback Form
feedback type: complaint
email2:
first name:
family name:
phone number:
address:
city:
province state:
postal code:
country:
time_contact-hh: 14:00
date_month: December
date_day: 15
date_year: 2016
time_hh: :
tim e jrim :
location: Pearson airport, terminal 3

 protected a

incredibly unprofessional.
When that fellow officer said "you

don't have to do that right now, you've got someone here," my officer simply replied "oh no, that's ok."

certification: yes
Submit: Submit

M ozilla/5.0 (Linux; Android 6.0.1; SM-G930W 8 Build/MMB29K) AppleW ebKit/537.36 (KHTML, like Gecko)
C hrom e/54.0.2840.85 Mobile Safari/537.36

 Payette, Ryan

From:
Sent:
To:
Subject:

December 16, 2016 09:43 AM
CBSA-ASFC_Complaints_Unit-Division_des_plaintes
W W W Form Submission

frmID: ccc
Confirmation: Thank you for sharing your feedback. Your message has been sent. For more information on how the
CBSA handles feedback, please visit our --FAQ Page--.
subject: Feedback Form
feedback type: complaint
email2:
first name:
family name:
phone number:
address:
city:
province state
postal code
country:
time_contact-hh: 13:00
date_month: December
date_day: 15
date_year: 2016
tim e _h h :;
tim e m m :
location: Toronto Lester B Pearson International Airport Terminal Three
1

 1

it was her tone

certification: yes
Submit: Submit

M ozilla/5.0 (iPhone; CPU iPhone OS 10_1_1 like Mac OS X) AppleW ebKit/602.2.14 (KHTML, like Gecko) Version/10.0
M obile/14B100 Safari/602.1

 Payette, Ryan

From:
Sent:
To:
Subject:

December 16, 2016 07:59 PM
CBSA-ASFC_Complaints_Unit-Division_des_plaintes
W W W Form Submission

frmID: ccc
Confirmation: Thank you for sharing your feedback. Your message has been sent. For more information on how the
CBSA handles feedback, please visit our --FAQ Page--.
subject: Feedback Form
feedback type: complaint
email2:
first name
family name
phone number:
address:
city:
province state:
postal code:
country:
time_contact-hh: 11:00
date_month: December
date_day: 05
date_year: 2016
time_hh:
tim e mm:
location: Pearson airport immigration

 certification: yes
Submit: Submit

M ozilla/5.0 (Linux; Android 6.0.1; SM-G930K Build/MMB29K; wv) AppleW ebKit/537.36 (KHTML, like Gecko) Version/4.0
C hrom e/55.0.2883.91 Mobile Safari/537.36 NAVER(inapp; search; 510; 7.6.1)

 PROTECTED A

1

From:
Sent:
To:
Subject:

December 20, 2016 08:29 PM
CBSA-ASFC_Complaints_Unit-Division_des_plaintes
W W W Form Submission

identification: victim
confirm:
first_name
family_name:
phone:
address:
city:
province_state: f
postal_zip: I
country:
time_hh: 12
tim e jrim : 20
staff_contact:
date_month: December
date_day: 18
date_year: time_mm2: - mm information: on
location: Vancouver Canada

I was harrassed by 2 custom officers

 1

very
His demeanor

aggressive. I
was hostile
l

2

protected

A and very arrogant,

t was very rude, harsh and embarrassing for this type of conduct.

certification: yes
Submit: Submit

M ozilla/5.0 (Windows NT 6.1; W O W 64) AppleW ebKit/537.36 (KHTML, like Gecko) C hrom e/55.0.2883.87 Safari/537.36

 1

PROTECTED A

From:
Sent:
To:
Subject:

W W W Form Submission

Categories:

Yellow Category

December 21, 2016 09:18 PM
CBSA-ASFC_Complaints_Unit-Division_des_plaintes

frmID: ccc
Confirmation: Thank you for sharing your feedback. Your message has been sent. For more information on how the
CBSA handles feedback, please visit our --FAQ Page--.
subject: Feedback Form
feedback type: complaint
email2:
first name:
family n am e:'
phone number:
address:
c ity :!
province state:
postal code:
country: (
tim e contact-hh: 14:00
date month: December
date_day: 15
date_year: 2016
tim e hh:
tim e mm: I
location: TORONTO, PEARSON INTERNATIONAL AIRPORT

l

 ;- Divulgationenve

2

PROTECTED A

ISSUES PERTAINING TO THE UNFAIR TREATMENT COME FROM CERTAIN REMARKS MADE DURING THE PROCESS

2

 3

PROTECTED A

certification: yes
Submit: Submit

M ozilla/5.0 (Windows NT 10.0; Win64; x64) AppleW ebKit/537.36 (KHTML, like Gecko) Chrom e/51.0.2704.79
Safari/537.36 Edge/14.14393

3

 1

From:
Sent:
To:
Subject:
Categories:

PROTECTED A

December 21, 2016 09:38 PM
CBSA-ASFC_Complaints_Unit-Division_des_plaintes
Soumission du formulaire W W W
Yellow Category

frmlD: ccc
Confirmation: Merci d'avoir partage votre retroaction. Votre message a ete envoye. Pour plus d'information sur la fagon
dont I'ASFC traite la retroaction, veuillez visiter notre --page FAQ"
sujet: Formulaire de retroaction
type de retroaction: Plainte
courriel2:
prenom:
nom de fam ille ::
numero de telep h on e:!
adresse:
v ille ::
province etat:
code postal:
pays:
d a te jo u r: 20
date_mois: decembre
date_annee: 2016
temp_hh: 1
temp_mm: ■
lieu: yul airport

 2

PROTECTED A

L'agent m'a envoyer me faire fouiller_

Je suis convaincu que se sont
des racistes.

attestation: yes
Submit: Soumettre

M ozilla/5.0 (Windows NT 10.0; Win64; x64) AppleW ebKit/537.36 (KHTML, like Gecko) C hrom e/51.0.2704.79
Safari/537.36 Edge/14.14393

 1

PROTECTED A

Categories:

Good afternoon,
From:
Sent:
To:

Argue, Sydney
December 21, 2016 06:28 PM
CBSA-ASFC_Complaints_Unit-Division_des_plaintes; PAC-Disi
Complaints Unit

Subject:
Attachments:

Yellow Category

Please assign a CFN to this file.
Thank you,
S yd n ey A rg u e

Executive Assistant, Corporate and Program Services Canada Border
Services Agency / Government of Canada svdnev.araue@cbsaasfc.ac.ca / Tel: 604-775-6720 / TTY: 866-335-3237
Adjointe executif, Division des services corporatifs et des programmes
Agence des services frontaliers du Canada / Gouvernement du Canada
svdnev.araue@cbsa-asfc.ac.ca / Tel. : 604-775-6720 / ATS : 866-335-3237

From: Holtan, Deborah
Sent: December 21, 2016 9:05 AM
To: PAC-Dist_CBSA_333Dunsmuir_ Complaints Unit
Subject: FW: :
re YVR Issue

Good day,
Please request a CFN of the following correspondence.
l

 2

PROTECTED A

Deborah Holtan
Regional Program Officer, Operations Branch
Canada Border
Services Agency / Government of Canada deborah.holtan@cbsa-asfc. ac. ca
/Tel. : 604-666-6151 / TTY: 866-335-3237
Agente regionale de programme, Direction generate des operations Agence
des services frontaliers du Canada / Gouvernement du Canada
deborah.holtan@cbsa-asfc.ac.ca Tel. : 604-666-6151 / ATS : 866-335-3237

From:
Sent: December 16, 2016 11:11 AM
To: Holtan, Deborah
Subject:
re YVR Issue
Dear Deborah

2

 3

PROTECTED A

, CBSA officers should be respectful in their dealings with
pplicants and not make disparaging remarks

3

 Payette, Ryan

From:
Sent:
To:
Subject:

December 22, 2016 02:38 PM
CBSA-ASFC_Complaints_Unit-Division_des_plaintes
W W W Form Submission

frmID: ccc
Confirmation: Thank you for sharing your feedback. Your message has been sent. For more information on how the
CBSA handles feedback, please visit our --FAQ Page--.
subject: Feedback Form
feedback type: complaint
email2:
first name: I
family name:
phone number
address:
city:
province state: i
postal code:
countrv
time_contact-hh: 09:00
date_month: November
date_day: 28
date_year: 2016
time_hh:
tim e mm:

location: Toronto Pearson Airport

 1
treated the man with disrespect,

He was impatient, rude

and made no effort to help him. I

keeps giving me dirty
looks and using the most condescending tone I've ever had from a Canadian official.

certification: yes
Submit: Submit

M ozilla/5.0 (Macintosh; Intel Mac OS X 10_9_5) AppleW ebKit/537.36 (KHTML, like Gecko) Chrom e/55.0.2883.95
Safari/537.36

 PROTECTED A

1

From:
Sent:
To:
Subject:

December 24, 2016 10:16 AM
CBSA-ASFC_Complaints_Unit-Division_des_plaintes
W W W Form Submission

frmID: ccc
Confirmation: Thank you for sharing your feedback. Your message has been sent. For more information on how the
CBSA handles feedback, please visit our --FAQ Page--.
subject: Feedback Form
feedback type: complaint
email2
first name
family name:
phone number:
address:
city:
province state:
postal code:
country:
time_contact-hh: 10:00
date_month: December
date_day: 20
date_year: 2016
time_hh:
tim e mm:

location: Toronto Lester B. Pearson International Airport - Terminal I

 1

M K U 1t U 1t U A

2

service provider: N/A

The officer's actions were discriminatory on human rights grounds and
violated my privacy rights.

1felt harassed and violated.

The officer asked me many offensive and interrogatory questions

certification: yes
Submit: Submit

M ozilla/5.0 (Macintosh; Intel Mac OS X 10_10_5) AppleW ebKit/537.36 (KHTML, like Gecko) Chrom e/55.0.2883.95
Safari/537.36

 1

From:
Sent:
To:
Subject:

PROTECTED A

December 26, 2016 04:11 PM
CBSA-ASFC_Complaints_Unit-Division_des_plaintes
W W W Form Submission

frmID: ccc
Confirmation: Thank you for sharing your feedback. Your message has been sent. For more information on how the
CBSA handles feedback, please visit our --FAQ Page--.
subject: Feedback Form
feedback type: complaint
email2:
first name:
family name:
phone number:
address:
city:
province state
postal code:
country:
time_contact-hh: 13:00
date_month: December
date_day: 26
date_year: 2016
time_hh:
tim e mm:

location: Toronto Pearson Terminal 1

 CBSA- ReleasedundertheAccesstoInformationAct.

1

2

very rudely
he became very aggressive and rude
ie became even even ruder and had a very hostile tone.

certification: yes
Submit: Submit

M ozilla/5.0 (Macintosh; Intel Mac OS X 10_10_0) AppleW ebKit/537.36 (KHTML, like Gecko) Chrom e/55.0.2883.95
Safari/537.36

 1

From:
Sent:
To:
Subject:

PROTECTED A

December 28, 2016 12:51 AM
CBSA-ASFC_Complaints_Unit-Division_des_plaintes
W W W Form Submission

frmID: ccc
Confirmation: Thank you for sharing your feedback. Your message has been sent. For more information on how the
CBSA handles feedback, please visit our --FAQ Page--.
subject: Feedback Form
feedback type: complaint
email2:
first name:
family name:
phone number:
address:
city
province state:
postal code
country:
time_contact-hh: 11:00
date_month: September
date_day: 13
date_year: 2016
time_hh:
tim e mm:

location: Toronto Pearson Airport

 1
2

PROTECTED A

and she was so rude and repeatedly asking me if I was blind very loudly across the room.

certification: yes
Submit: Submit

M ozilla/5.0 (iPhone; CPU iPhone OS 9_2_1 like Mac OS X) AppleW ebKit/601.1.46 (KHTML, like Gecko) Version/9.0
M obile/13D15 Safari/601.1

 1

PROTECTED A

December 28. 2016
Canada Border Services Agency
VIA Richmond BC
Superintendents Desk
CB5A
e.c. Deborah Holton RPC), Operations Branch
c.e. Carol Scott RPO Operations Branch

Dear Sirs or Mesdames:

by fax 604 666 7634

 CBSA- Released um 91 the Access #2 \Mnrmamm Ac 
ASFC Irmlgahan en vein :12 \a \m su? \?Acses I?mla?mahan

PROTECTED A

 

CBSA- Released um 91 the Access #2 \Mnrmamm Ac 
ASFC Irmlgahan en vein :12 \a \m su? \?Acses I?mla?mahan

PROTECTED A

 

CBSA- Released um 91 the Access #2 \Mnrmamm Ac 
ASFC Irmlgahan en vein :12 \a \m su? \?Acses I?mla?mahan

PROTECTED A

 

1

From:
Sent:
To:
Subject:

PROTECTED A

December 30, 2016 10:55 AM
CBSA-ASFC_Complaints_Unit-Division_des_plaintes
W W W Form Submission

frmID: ccc
Confirmation: Thank you for sharing your feedback. Your message has been sent. For more information on how the
CBSA handles feedback, please visit our --FAQ Page--.
subject: Feedback Form
feedback type: complaint
email2:
first name:
family name:
phone number:
address
city:
province state: <
postal code
country:
time_contact-hh: 13:00
date_month: December
date_day: 30
date_year: 2016
time_hh:
tim e mm: ■
location: Toronto Pearson Airport

 H e r v o ic e w a s so lo u d t h a t th e e n tir e t lo o r w a s s ta rin g a t us. A n d
t h e o f f ic e r b e s id e h e r w a s lo o k in g a t h e r w it h a s m ile o n his fa c e .

certification: yes
Submit: Submit

Mozilla/5.0 (iPhone; CPU iPhone OS 10_2 like Mac OS X) AppleWebKit/602.3.12 (KHTML, like Gecko) Version/10.0
Mobile/14C92 Safari/602.1

 PROTECTED A

From:

December 30, 2016 11:14 AM
CBSA-ASFC_Complaints_Unit-Division_des_plaintes
WWW Form Submission

Sent:
To:
Subject:

frmID: ccc
Confirmation: Thank you for sharing your feedback. Your message has been sent. For more information on how the
CBSA handles feedback, please visit our --FAQ Page--.
subject: Feedback Form
feedback type: complaint
email2
first name:
family name: I
phone number:
address: I
city:
province state:
postal code:
country:
tim e _ c o n ta c t- h h :

14:00

d a te _ m o n th : D e c e m b e r

d a te _ d a y :

d a te _ y e a r:

29
2016

t im e _ h h :

t im e j T i m : f

location: Vancouver airport

l

 PROTECTED A
service provider: Delta

continued to hear the
two officers mimick what I had said and laugh over it.

2
2

 K K U ItU Ih U A

certification: yes
Submit: Submit

Mozilla/5.0 (iPhone; CPU iPhone OS 10_2 like Mac OS X) AppleWebKit/602.3.12 (KHTML, like Gecko) Version/10.0
Mobile/14C92 Safari/602.1

3
3

 1

PROTECTED A

From:
Sent:
To:
Subject:

December 31, 2016 02:25 AM
CBSA-ASFC_Complaints_Unit-Division_des_plaintes
WWW Form Submission

frmID: ccc
Confirmation: Thank you for sharing your feedback. Your message has been sent. For more information on how the
CBSA handles feedback, please visit our --FAQ Page--.
subject: Feedback Form
feedback type: complaint
email2:
first name:
family name:'
phone number:
address: (
city:
province state:
postal code
country:
time_contact-hh: 09:00
date_month: January
date_day: 25
date_year: 2016
time mm: 00

 1
2

PROTECTED A

feedback:

The border customs officers did not follow proper procedure which
violated my right of a proper entry into Canada.

certification: yes
Submit: Submit

Mozilla/5.0 (Windows NT 10.0; Win64; x64) AppleWebKit/537.36 (KHTML, like Gecko) Chrome/46.0.2486.0
Safari/537.36 Edge/13.10586

 1

PROTECTED A

From:
Sent:
To:
Subject:

January 1, 2017 08:20 PM
CBSA-ASFC_Complaints_Unit-Division_des_plaintes
WWW Form Submission

frmID: ccc
Confirmation: Thank you for sharing your feedback. Your message has been sent. For more information on how the
CBSA handles feedback, please visit our --FAQ Page--.
subject: Feedback Form
feedback type: complaint
email2:
first name:
family name:
phone number:
address::
city:
province state:
postal code:
country:
time_contact-hh: 11:00
date_month: January
date_day: 01
date_year: time_hh: :
time mm:
location: Vancouver international airport arrivals hall

 The agent who was checking nexus forms before the baggage carousels was aggressive, insulting and made threats.

certification: yes
Submit: Submit

Mozilla/5.0 (Linux; Android 6.0.1; A0001 Build/MHC19Q) AppleWebKit/537.36 (KHTML, like Gecko)
Chrome/55.0.2883.91 Mobile Safari/537.36

 1

PROTECTED A

From:
Sent:
To:
Subject:

January 3, 2017 02:42 PM
CBSA-ASFC_Complaints_Unit-Division_des_plaintes
WWW Form Submission

frmID: ccc
Confirmation: Thank you for sharing your feedback. Your message has been sent. For more information on how the
CBSA handles feedback, please visit our --FAQ Page--.
subject: Feedback Form
feedback type: complaint
email2:
first name
family name:
phone number:
address:
city:
province state:
postal code:
country:
time_contact-hh: 12:00
date_month: December
date_day: 25
date_year: 2016
time_hh: :
time mm:
location: Toronto Pearson Airport

 1
PROTECTED A

2

Instead of handing my passport to me, he threw my passport and ticket back to me
Both of them all dropped to the floor!
he suddenly
moved my trolley aside, hit the column behind him, making a loud noise and the trolley almost dragged me to fall down.
At the same time, he said "Don't block the way"!

his behaviour was extremely rude.

certification: yes
Submit: Submit

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his reprimand
This was not at all the courteous service CBSA claims to provide.

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CESA :e ease: un e?me Acsess [a Act
ASFC Dvm?ga?nn en mm c: \a Ini sur I?Acc?s Vminrma?nn

1

PROTECTED A

From:
Sent:
To:
Subject:

January 4, 2017 02:19 PM
CBSA-ASFC_Complaints_Unit-Division_des_plaintes
WWW Form Submission

frmID: ccc
Confirmation: Thank you for sharing your feedback. Your message has been sent. For more information on how the
CBSA handles feedback, please visit our --FAQ Page--.
subject: Feedback Form
feedback type: complaint
email2:
first name:
family name:
phone number
address:
city:
province state:
postal code:
country:
time_contact-hh: 09:00
date_month: January
date_day: 04
date_year: time mm: - mm location: Toronto Pearson International Airport

 1
CFN 2017 01 22463
2

PROTECTED A J
she

ripped all my personal items open

was discriminating against me for no reason

certification: yes
Submit: Submit

Mozilla/5.0 (Windows NT 10.0; WOW64) AppleWebKit/537.36 (KHTML, like Gecko) Chrome/55.0.2883.87 Safari/537.36

 1

PROTECTED A

From:
To:

January 5, 2017 05:05 PM
CBSA-ASFC_Complaints_Unit-Division_des_plaintes

Subject:

Soumission du formulaire WWW

Sent:

frmlD: ccc
Confirmation: Merci d'avoir partage votre retroaction. Votre message a ete envoye. Pour plus d'information sur la fa?on
dont I'ASFC traite la retroaction, veuillez visiter notre --page FAQ--.
sujet: Formulaire de retroaction
type de retroaction: Plainte
courriel2:
prenom:
nom de famille:
numero de telephone:
adresse:
ville:
province etat:
code postal:
pays:
time_contact-hh: 09:00
d a te jo u r: 26
date_mois: decembre
date_annee: 2016
temp_hh:
temp_mm:
lieu: Toronto Pearson Airport

 ; - Divulgationenvert

1

auesi.ai.ion: yes
Submit: Soumettre

Mozilla/5.0 (Windows NT 6.2; WOW64) AppleWebKit/537.36 (KHTML, like Gecko) Chrome/55.0.2883.87 Safari/537.36

 PROTECTED A

1

From:
Sent:
To:
Subject:

January 5, 2017 11:21 PM
CBSA-ASFC_Complaints_Unit-Division_des_plaintes
WWW Form Submission

frmID: ccc
Confirmation: Thank you for sharing your feedback. Your message has been sent. For more information on how the
CBSA handles feedback, please visit our --FAQ Page--.
subject: Feedback Form
feedback type: complaint
email2: r
first name:
family name:
phone number: I
address:
c ity :'
province state:
postal code:
country:
time_contact-hh: 10:00
date_month: January
date_day: 04
date_year: time_hh:
time mm:
location: Pearson Airport Toronto Terminal one

 1
2

PROTECTED A
he looked pretty annoyed and

said where the F...! is your papers.,

certification: yes
Submit: Submit

Mozilla/5.0 (Windows NT 10.0; WOW64; Trident/7.0; Touch; rv:11.0) like Gecko

 PROTECTED A

1

From:
Sent:
To:
Subject:

January 6, 2017 01:55 PM
CBSA-ASFC_Complaints_Unit-Division_des_plaintes
WWW Form Submission

frmID: ccc
Confirmation: Thank you for sharing your feedback. Your message has been sent. For more information on how the
CBSA handles feedback, please visit our --FAQ Page--.
subject: Feedback Form
feedback type: complaint
email2:
first name:
family name:
phone number:
address:
city: i
province state:
postal code:
country:
time_contact-hh: 13:00
date_month: December
date_day: 03
date_year: 2016
time_hh:
time mm:
location: YVR International Arrivals

i

 2

PROTECTED A

he was approached by a
and instantly brought into secondary questioning.

CBSA officer who asked if he was
Was he profiled?
During his interview he was aggressively questioned

One officer was very aggressive, abusive and was calling

2

a "liar".

 certification: yes
Submit: Submit

Mozilla/5.0 (Windows NT 6.1; WOW64) AppleWebKit/537.36 (KHTML, like Gecko) Chrome/55.0.2883.87 Safari/537.36

3

 1

PROTECTED A

From:
Sent:
To:
Subject:

January 10, 2017 06:12 PM
CBSA-ASFC_Complaints_Unit-Division_des_plaintes
WWW Form Submission

frmID: ccc
Confirmation: Thank you for sharing your feedback. Your message has been sent. For more information on how the
CBSA handles feedback, please visit our --FAQ Page--.
subject: Feedback Form
feedback type: complaint
email2: ]
first name:
family name:
phone number
address:
city:
province state:
postal code
country:
time_contact-hh:
date_month: January
date_day: 06
date_year: 2016
time_hh: 1
tim ejTim :
location: Toronto

i

 1
2

PROTECTED A

certification: yes
Submit: Submit

Mozilla/5.0 (iPhone; CPU iPhone OS 10_2 like Mac OS X) AppleWebKit/602.3.12 (KHTML, like Gecko) Version/10.0
Mobile/14C92 Safari/602.1

 rhcu ito itu a

1

From:
To:

January 12, 2017 03:55 PM
CBSA-ASFC_Complaints_Unit-Division_des_plaintes

Subject:

WWW Form Submission

Sent:

frmID: ccc
Confirmation: Thank you for sharing your feedback. Your message has been sent. For more information on how the
CBSA handles feedback, please visit our --FAQ Page--.
subject: Feedback Form
feedback type: complaint
email2:
first name
family name:
phone number:
address:!
city:
province state:
postal code
country: i
date_month: February
date_day: 01
date_year: 2016
time_hh:
time_mm:
location: Vancouver
1

The employees asked questions that were invasive, accused me of importing narcotics from

 1
2

PROTECTED A

The agent was demanding very
personal information in a public place.

certification: yes
Submit: Submit

Mozilla/5.0 (Macintosh; Intel Mac OS X 10_10_5) AppleWebKit/602.3.12 (KHTML, like Gecko) Version/10.0.2
Safari/602.3.12

 1

PROTECTED A

From:
Sent:
To:
Subject:

January 13, 2017 12:17 AM
CBSA-ASFC_Complaints_Unit-Division_des_plaintes
WWW Form Submission

frmID: ccc
Confirmation: Thank you for sharing your feedback. Your message has been sent. For more information on how the
CBSA handles feedback, please visit our --FAQ Page--.
subject: Feedback Form
feedback type: complaint
email2:
first name:
family name
phone number:
address: <
city:
province state: I
postal code:
country:
date_month: January
date_day: 12
date_year: time_hh:
time m m :!
location: YVR Airport - Customs Declaration Desk

 1
2

PROTECTED A

harsh attitude of one of your customs officer,
obnoxious and disrespectful!

certification: yes
Submit: Submit

Mozilla/5.0 (Windows NT 10.0; WOW64) AppleWebKit/537.36 (KHTML, like Gecko) Chrome/52.0.2743.116
Safari/537.36

 1

PROTECTED A

From:
Sent:
To:
Subject:

January 13, 2017 05:50 PM
CBSA-ASFC_Complaints_Unit-Division_des_plaintes
WWW Form Submission

frmID: ccc
Confirmation: Thank you for sharing your feedback. Your message has been sent. For more information on how the CBSA
handles feedback, please visit our --FAQ Page--.
subject: Feedback Form
feedback type: complaint
email2
first name:
family name:
phone number:
address:
city:
province state
postal code:
country:
time_contact-hh: 17:00
date_month: January
date_day: 17
date_year: 2017
time_hh:
time mm:
location: Vancouver International Airport

 I would consider this profiling or a form of harassment.
certification: yes
Submit: Submit

Mozilla/5.0 (iPad; CPU OS 10_1_1 like Mac OS X) AppleWebKit/602.2.14 (KHTML, like Gecko) Version/10.0 Mobile/14B100
Safari/602.1

 1

PROTECTED A

From:
Sent:
To:
Subject:

January 14, 2017 12:04 PM
CBSA-ASFC_Complaints_Unit-Division_des_plaintes
WWW Form Submission

frmID: ccc
Confirmation: Thank you for sharing your feedback. Your message has been sent. For more information on how the
CBSA handles feedback, please visit our --FAQ Page--.
subject: Feedback Form
feedback type: complaint
email2:
first name
family name:
phone number:
address: :
city:
province state:
postal code:
country:
time_contact-hh: 12:00
date_month: January
date_day: 13
date_year: 2017
time_hh:
time mm:
location: Pearson Inti (yyz)

 1
2

H K U ItU Ib U A

harassed and disrespected

certification: yes
Submit: Submit

Mozilla/5.0 (iPad; CPU OS 9_3_5 like Mac OS X) AppleWebKit/601.1.46 (KHTML, like Gecko) Version/9.0 Mobile/13G36
Safari/601.1

 P K O Ib C itu A

From:
Sent:
To:
Subject:

January 17, 2017 11:29 AM
CBSA-ASFC_Complaints_Unit-Division_des_plaintes
WWW Form Submission

frmID: ccc
Confirmation: Thank you for sharing your feedback. Your message has been sent. For more information on how the
CBSA handles feedback, please visit our -FAQ Page--subject: Feedback Form
feedback type: complaint
email2:
first name
family name:
phone number:
address:
city: ’
province state:
postal code:
country:
date_month: January
date_day: 17
date_year: 2017
time hh:
time mm:

He was suddenly irritated and scribbled mercilessly on my passport to

 1

disrespectful manner and his RUDE behavior.

certification: yes
Submit: Submit

Mozilla/5.0 (iPhone; CPU iPhone OS 10_2 like Mac OS X) AppleWebKit/602.3.12 (KHTML, like Gecko) Version/10.0
Mobile/14C92 Safari/602.1

 1

PROTECTED A

The Director,
Recourse Directorate,
Canada Border Services Agency,
333 North River Road, Tower A, 11th Floor,
Ottawa ON K1A 0L8
Subject:

(P
 b -o<A05

ml

Complaint against BSO I

Dear Sir/Madam,

I have come across a number of
Canadian Customs Officers and my experience w ith all o f them (except one), has always
been exceptionally good, 1 have found most of the officers very professional, helpful and
courteous, 1

 2

PROTECTED A

3.

4.

due to her rude behaviour
5

6.
just to waste time.
7.

8.

become more hostile.

 PROTECTED A

9,

On m ultiple occasions, she threatened verbally

10

.,
harassing our staff

started

 CBSA- Released um 91 the Access #2 \Mnrmamm Ac 
ASFC Irmlgahan en vein :12 \a \m su? \?Acses I?mla?mahan

PROTECTED A

 

1

PROTECTED A

From:
To:

January 20, 2017 09:07 PM
CBSA-ASFC_Complaints_Unit-Division_des_plaintes

Subject:

Soumission du formulaire WWW

Sent:

frmlD: ccc
Confirmation: Merci d'avoir partage votre retroaction. Votre message a ete envoye. Pour plus d'information sur la fagon
dont I'ASFC traite la retroaction, veuillez visiter notre --page FAQ--.
sujet: Formulaire de retroaction
type de retroaction: Plainte
courriel2: i
prenom:
nom de famille:
numero de telephone:
adresse:
v ille :'
province etat:
code postal:
pays:
d a te jo u r: 18
date_mois: janvier
date_annee: 2017
temp_hh:
temp_mm:
lieu: Aeroport de Montreal Trudeau (396)

 1
2

PROTECTED A

Le representant des douanes canadienne a done
saisit les articles i

attestation: yes
Submit: Soumettre

Mozilla/5.0 (Windows NT 6.1; WOW64) AppleWebKit/537.36 (KHTML, like Gecko) Chrome/55.0.2883.87 Safari/537.36

 1

PROTECTED A

From:
Sent:
To:
Subject:

January 22, 2017 04:47 PM
CBSA-ASFC_Complaints_Unit-Division_des_plaintes
WWW Form Submission

frmID: ccc
Confirmation: Thank you for sharing your feedback. Your message has been sent. For more information on how the
CBSA handles feedback, please visit our --FAQ Page--.
subject: Feedback Form
feedback type: complaint
email2:
first name:
family name
phone number:
address:
city
province state: I
postal code:
country:
time_contact-hh: 17:00
date_month: January
date_day: 12
date_year: 2017
time_hh:
timejTim:
location: YVR

The guard was not rude,

 l
but she was patronizing.

certification: yes
Submit: Submit

Mozilla/5.0 (iPhone; CPU iPhone OS 10_2 like Mac OS X) AppleWebKit/602.3.12 (KHTML, like Gecko) Version/10.0
Mobile/14C92 Safari/602.1

 PROTECTED A

From:
Sent:
To:
Subject:

January
January22,
22,2017
201709:17
09:17PM
PM
CBSA-ASFC_Complaints_Unit-Division_des_plaintes
CBSA-ASFC_Complaints_Unit-Division_des_plaintes
WWW
WWW Form
FormSubmission
Submission

frmID: ccc
Confirmation: Thank you for sharing your feedback. Your message has been sent. For more information on how the
CBSA handles feedback, please visit our --FAQ Page--.
subject: Feedback Form
feedback type: complaint
email2:
first name
family name:
phone number
address:
city
province state:
postal code:
country:
date_month: January
date_day: 22
date_year: 2017
time_hh:
time mm:
location: Customs at YYZ

  

nnA-u-l?n-u-l?n A

She was very aggressive towards me especially.

than get upset, and try to belittle me.

3

PROTECTED A

certification: yes
Submit: Submit

Mozilla/5.0 (Windows NT 6.1; WOW64; Trident/7.0; rv:11.0) like Gecko

3

 PROTECTED A

To:

Montpellier, Manon on behalf of CBSA-ASFC_RDGO-BDGR-QUE
January 23, 2017 02:28 PM
CBSA-ASFC_Complaints_Unit-Division_des_plaintes

Cc:

CBSA-ASFC_RDGO-BDGR-QUE

From:
Sent:

Subject:

Bonjour svp enregistrer cette plainte pour notre region.
Bonnejournee!
Manon Montpellier
Agente regionale des programmes. Division des services corporatifs et des programmes. Region du Quebec Coordonnatrice
regionale - piaintes
Agence des services frontaliers du Canada / Gouvernement du Canada
manon.montDellier(a>cbsa-asfc.ac.ca j Tel: 514-283-8700 x 6016 / ATS: 866-335-3237
Regional Program Officer, Corporate and Program Services Division
Regional Coordinator - complaints
Canada Border Services Agency I Government of Canada manon.montpellier(S)cbsa-asfc.ac.ca
I Tel: 514-283-8700 x 6016 ITTY: 866-335-3237

De : Perreault, Karine
Envoye : 23 janvier, 2017 2:03
A : CBSA-ASFC_RDGO-BDGR-QUE

C c: Perreault, Karine
O b je t : TR:
Bonjour,
Veuillez svp fa ire numeroter cette plainte.
Merci
Karine Perreault
Adjointe administrative. District des aeroports - Region du Quebec Agence
des services frontaliers du Canada   Gouvernement du Canada
k a rin e .p e rre a u lt(5 )c b s a -a s fc .g c .c a   Tel: 514-633-7702   ATS: 866-335-3237

Administrative Assistant, Airports District - Quebec Region Canada Border
Services Agency   Government of Canada k a rin e .p e rre a u lt(5 )c b s a a s fc .g c .c a   Tel: 514-633-7702   TTY: 866-335-3237

D e : QUE-PET, Programmes
Envoye : 23 janvier, 2017 12:56

A : Perreault, Karine
O b je t : TR:
l

 2

PROTECTED A

Bonjour Karine,
Je te transfere cette plainte comportementale regue via ADM, Le passage du voyageur est ci-dessous : il est passe
le 19 janvier et a ete refere pour AVA, Mercii

2

 4

PROTECTED A

Agente regionale des programmes, Services operationnels, Division des services corporatifs et des programmes, Region
du Quebec
Agence des services frontaliers du Canada / Gouvernement du Canada Catherine.renaud@asfc.qc.ca
/T e l.: 5 1 4 -6 33 -7 8 15 /A T S : 866-335-3237
Regional Programs Officer, Operational Services, Corporate and Program Services Division, Quebec Region
Canada Border Services Agency / Government of Canada
C a th e rin e . renaud@asfc.qc.ca / Tel.: 514-633-7815 / TTY: 866-335-3237

De : YULClientele fmailto:YULCIientele@admtl.coml
Envoye : 23 janvier, 2017 9:39
A : QUE-PET, Programmes
C c : Asselin, Francois-Nicolas
O b je t : TR:

Bonjour,
Je vous envoie cette plainte pour votre suivi.
Merci,

>0RTS DE MONTREAL A tin e-

Marie Urban
no. Relations ca­
rer, Customer Rr
800,

preol. bun
WWW.ADMTL.COM

D e : no-reply@admtl.com [mailto:no-replv(5)admtl.com1
Envoye : 21 janvier 2017 08:53
A : YULClientele <YULCIientele@admtl.com>
O b je t:

Data from form "Commentaires" was received on January 21, 2017, 8:52.
Nature
commentaire

Appreciation

M otif visite

Arrivee

Services
gouvernementaux

Douanes-immigration canadienne Autre

Compagnie
aerienne
Numero de vol
Transporter

4

 5

PROTECTED A

Acces et transports
Stationnement
Aerogare
Resto et shopping
Site web

0

Sujet

serviceclientelecourtoisie

Date evenement

2017-01-19

Civilite
Nom
Prenom
Adresse
Ville
Province / Etat
Code postal
Pays
Telephone
Courriel

5

 6

PROTECTED A

Bonjour,
j'ai vraiment trouve son attitude deplorable.

un membre de votre personnel que

11 repondait super froidement et hautainement au
gens lorsque ceux-ci lui posaient des questions. 11 leur montrait la direction tres froidement
comme si nous etions des animaux. Aucun sourire, pas de politesse
et il demontrais beaucoup d'attitude arrogante.
Commentaires

Reponse requise

1

Langue

fr

6

 1

PROTECTED A

From:
Sent:
To:
Subject:

January 24, 2017 03:01 PM
CBSA-ASFC_Complaints_Unit-Division_des_plaintes
WWW Form Submission

frmID: ccc
Confirmation: Thank you for sharing your feedback. Your message has been sent. For more information on how the
CBSA handles feedback, please visit our --FAQ Page--.
subject: Feedback Form
feedback type: complaint
email2: ]
first name:
family name:
phone number:
address: <
city:
province state: <
postal code:
country:
time_contact-hh: 10:00
date_month: January
date_day: 21
date_year: 2017
time_hh:
time mm:
location: Toronto Pearson Custom

 1

and he was very angry with me and trying not to make any eye contact and throw the
inspection fee paper toward me to pay!!

certification: yes
Submit: Submit

Mozilla/5.0 (Macintosh; Intel Mac OS X 10_12_2) AppleWebKit/602.3.12 (KHTML, like Gecko) Version/10.0.2
Safari/602.3.12

 1

PROTECTED A

From:
Sent:
To:
Subject:

January 24, 2017 04:38 PM
CBSA-ASFC_Complaints_Unit-Division_des_plaintes
WWW Form Submission

frmID: ccc
Confirmation: Thank you for sharing your feedback. Your message has been sent. For more information on how the
CBSA handles feedback, please visit our --FAQ Page--.
subject: Feedback Form
feedback type: complaint
email2:
first name:
family name:
phone number
address
city:
province state:
postal code:
country
date_month: January
date_day: 24
date_year: 2017
time_hh:
time mm:
location: toronto pearson airport terminal 1 secondary search area

 1
2

PROTECTED A

harassment as other people!

certification: yes
Submit: Submit

Mozilla/5.0 (BB10; Touch) AppleWebKit/537.35+ (KHTML, like Gecko) Version/10.3.2.2639 Mobile Safari/537.35+

 1

PROTECTED A

From:
Sent:
To:
Subject:

January 25, 2017 11:44 AM
CBSA-ASFC_Complaints_Unit-Division_des_plaintes
Soumission du formulaire WWW

frmlD: ccc
Confirmation: Merci d'avoir partage votre retroaction. Votre message a ete envoye. Pour plus d'information sur la fagon
dont I'ASFC traite la retroaction, veuillez visiter notre --page FAQ"sujet: Formulaire de retroaction
type de retroaction: Plainte
courriel2:
prenom: /
nom de famille:
numero de telephone:
adresse:
v ille ::
province etat:
code postal:
pays:
d a te jo u r: 21
date_mois: janvier
date_annee: 2017
tem p_hh::
temp_mm:
lieu: Aeroport de Montreal

retroaction: Bonjour,

 1
2

PROTECTED A

, je suis traitee comme une suspecte lors des fouilles secondaires

attestation: yes
Submit: Soumettre

Mozilla/5.0 (Windows NT 6.1; WOW64; Trident/7.0; rv:11.0) like Gecko

 1

PROTECTED A

]
5

Resource Direclomlc
Canada Border Agency
OUawa, O n l K IA 0 1 .8

!

i

I

R ecourse D irectorate
Direction dies recours
RECEIVED™ B E ^ iJ

JAN 2 5 2017 ?6

* "tie do. _________ _
anuary 13.2017

To \\ hum it Ma> Concern

< R e f.____

 CBSA- Released um 91 the Access #2 \Mnrmamm Ac 
ASFC Irmlgahan en vein :12 \a \m su? \?Acses I?mla?mahan

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035A Re?eased under Ihe Access \nb?mahan Act
AEFC - Dmngahcn en mm :15 In suv Mesa 2 unimmahcn

 

 



 

 

1

PROTECTED A

From:
Sent:
To:
Subject:

January 30, 2017 12:10 PM
CBSA-ASFC_Complaints_Unit-Division_des_plaintes
WWW Form Submission

frmID: ccc
Confirmation: Thank you for sharing your feedback. Your message has been sent. For more information on how the CBSA
handles feedback, please visit our --FAQ Page--.
subject: Feedback Form
feedback type: complaint
email2:
first name:
family name
phone number:
address:
city:
province state:
postal code
country:
time_contact-hh: 13:00
date_month: January
date_day: 29
date_year: 2017
time_hh:
time mm:

location: Cyyz toronto pearson

 1

Agent: "the card needs to be detached" (extremely annoyed look on his face)
A gent: "it says it right on the card, you caaan read, right?" (Extremely condescending tone)

agent saying those things in the most condescending and rude tone imaginable

certification: yes
Submit: Submit

Mozilla/5.0 (Linux; Android 5.0.1; SGH-I337M
Chrome/55.0.2883.91 Mobile Safari/537.36

Build/LRX22C)

AppleWebKit/537.36

(KHTML,

like

Gecko)

 1

PROTECTED A

From:
Sent:
To:
Subject:

January 30, 2017 01:16 PM
CBSA-ASFC_Complaints_Unit-Division_des_plaintes
WWW Form Submission

frmID: ccc
Confirmation: Thank you for sharing your feedback. Your message has been sent. For more information on how the
CBSA handles feedback, please visit our --FAQ Page--.
subject: Feedback Form
feedback type: complaint
email2:
first name:
family name:
phone number:
address: /
city
province state:
postal code:!
country:
time_contact-hh: 10:00
date_month: January
date_day: 21
date_year: 2017
time_hh:
time mm:
location: Vancouver International airport

 1
2

PROTECTED A

I was treated as a criminal, as an offender,

I felt harassed.

certification: yes
Submit: Submit

Mozilla/5.0 (Windows NT 6.3; WOW64) AppleWebKit/537.36 (KHTML, like Gecko) Chrome/55.0.2883.87 Safari/537.36

 1

PROTECTED A

P R ecourse D ir e c to r a te
Recourse Directorate
333 North River Rd., Tower QA, l l lh Floor
Ottawa, On Canada, K1A0L8

  

CFN 2017 02 22675
PROTECTED A

3 fair: d?nigrated, humi?ated and disrmpeawd

 

 

CFN 2017 02 22675
PROTECTED A

b?atant?y accused Wing, made be a aiming!

 

 

CFN 2017 02 22675
PROTECTED A

 

 

CFN 2017 02 22675
PROTECTED A

 

 

CFN 2017 02 22675
PROTECTED A

 

7

CFN 2017 02 22675
PROTECTED A

During questioning, they went through my -phones and even personal files and records for 7 hours \

 CFN 2017 02 22675
PROTECTED A

8

After 6 hours of interrogation, I was even roughly frisked

I was detained/held for questioning for 7 hours \

accused, maligned, racially discriminated agains

  

CFN 2017 02 22675
PROTECTED A

 

10

CFN 2017 02 22675
PROTECTED A

 

 

PROTECTED A

Good morning,
Please From:

Sent:
Thanks, T<>:

Cc:
Subject:

Argue, Sydney
assign a CFN to this file.
January 31, 2017 12:21 PM
CBSA-ASFC_Complaints_Unit-Division_des_plaintes
PAC-Dist_CBSA_333Dunsmuir_ Complaints Unit
S yd n ey A rg u e
FW: I

Executive Assistant, Corporate and Program Services Canada Border
Services Agency / Government of Canada svdnev.arque@.cbsaasfc.ac.ca / Tel: 604-775-6720 / TTY: 866-335-3237
Adjointe executif, Division des services corporatifs et des programmes Agence
des services frontaliers du Canada / Gouvernement du Canada
svdnev.araue@cbsa-asfc.qc.ca / Tel. : 604-775-6720 / ATS : 866-335-3237

From: Holtan, Deborah
Sent: January 31, 2017 8:33 AM
To: PAC-Dist_CBSA_333Dunsmuir_ Complaints Unit
Subject: FW:
Please request a CFN.
Deborah Holtan
Regional Program Officer, Operations Branch
Canada Border Services Agency / Government of Canada
deborah.holtan@cbsa-asfc.qc.ca / Tel. : 604-666-6151 / TTY: 866-335-3237
Agente regionale de programme, Direction generale des operations Agence
des services frontaliers du Canada / Gouvernement du Canada
deborah.holtan@cbsa-asfc.ac.ca Tel. : 604-666-6151 / ATS : 866-335-3237

From:
Sent: January 30, 2017 9:49 AM
To: Holtan, Deborah
Cc: Melissa Coccia
Subject:

Dear Deborah,
I hope this email finds you well.

l
2

PROTECTED A

  

The of?cer was apparently quite pleasant and facilitative,

1

From:
Sent:
To:
Subject:
frmID: ccc

PROTECTED A

February 2, 2017 07:48 PM
CBSA-ASFC_Complaints_Unit-Division_des_plaintes
WWW Form Submission

Confirmation: Thank you for sharing your feedback. Your message has been sent. For more information on how the CBSA
handles feedback, please visit our --FAQ Page--.
subject: Feedback Form
feedback type: compliment
email2:
first name:
family name:
phone number:
address:
city:
province state::
postal code:
country:
time_contact-hh: 17:00
date_month: January
date_day: 13
date_year: 2017
time_hh:
tim ejTim :
location: Vancouver International Airport
feedback: I

 2

PROTECTED A

He then asked

me again why Canada several times , and this made me feel unwelcome. I

certification: yes
Submit: Submit

Mozilla/5.0 (Linux; Android 6.0.1; SAMSUNG SM-N910F Build/MMB29M) AppleWebKit/537.36 (KHTML, like Gecko)
SamsungBrowser/4.0 Chrome/44.0.2403.133 Mobile Safari/537.36

 1

From:
Sent:
To:
Subject:
frmID: ccc

PROTECTED A

February 3, 2017 03:37 PM
CBSA-ASFC_Complaints_Unit-Division_des_plaintes
WWW Form Submission

Confirmation: Thank you for sharing your feedback. Your message has been sent. For more information on how the CBSA
handles feedback, please visit our --FAQ Page--.
subject: Feedback Form
feedback type: comment
em ail2:1
first name:
family name:
phone number:
address:
city:
province state:
postal code:
country: (
time_contact-hh: 17:00
date_month: January
date_day: 29
date_year: 2017
time_hh:
tim e jT im ::
location: Toronto Lester B. Pearson International Airport - Terminal I

service provider: CBSA

 l

2

protected

A feedback:

i attitude from one of your employees that was very unprofessional and
unpleasant. '
She was very rude and aggressive and had an attitude
about her that was most unwelcoming and. franklv. unnecessarv.

certification: yes
Submit: Submit

Mozilla/5.0 (Windows NT 6.1; Trident/7.0; rv:11.0) like Gecko

 1

From:
Sent:
To:
Subject:
frmID: ccc

PROTECTED A

February 4, 2017 09:19 PM
CBSA-ASFC_Complaints_Unit-Division_des_plaintes
WWW Form Submission

Confirmation: Thank you for sharing your feedback. Your message has been sent. For more information on how the
CBSA handles feedback, please visit our --FAQ Page--.
subject: Feedback Form
feedback type: complaint
email2:
first name:
family name:
phone number:
addresj
city:
province state:
postal code:
country:
time_contact-hh: 16:00
date_month: February
date_day: 04
date_year: 2017
time_hh:
time_mm.
location: Montreal
feedback:

 1

2

PROTECTED A

He then proceeded to agrrivate me intentionally I
officer continued to taunt me,

and this

certification: yes
Submit: Submit

Mozilla/5.0 (iPhone; CPU iPhone OS 10_2 like Mac OS X) AppleWebKit/602.3.12 (KHTML, like Gecko) Version/10.0
Mobile/14C92 Safari/602.1

 1

PROTECTED A

From:
Sent:
To:
Subject:

February 5, 2017 07:31 AM
CBSA-ASFC_Complaints_Unit-Division_des_plaintes
Soumission du formulaire W W W

frmID: ccc
Confirmation: Merci d'avoir partage votre retroaction. Votre message a ete envoye. Pour plus d'information sur la fa?on
dont I'ASFC traite la retroaction, veuillez visiter notre -p a g e FAQ-.
sujet: Formulaire de retroaction
type de retroaction: Plainte
courriel2:
prenom:
nom de famille:
numero de telephone:
adresse:
ville:
province etat:
code postal
pays:
time_contact-hh: 11:00
d a te jo u r: 01
date_mois: fevrier
date_annee: 2017
te m p _ h h ::
tem p_m m
lieu: aeroport M o n treal/ bureau immigration
retroaction: Bonjour,

 1

2

PROTECTED A

Elle m'a pose des questions,
elle les repetait en insistant sur
l accent tout en ayant l esprit moqueur.

attestation: yes
Submit: Soumettre

M ozilla/5.0 (Windows NT 10.0) AppleW ebKit/537.36 (KHTML, like Gecko) C hrom e/55.0.2883.87 Safari/537.36

 PROTECTED A

1

From:
Sent:
To:
Subject:
frmID: ccc

February 5, 2017 12:17 PM
CBSA-ASFC_Complaints_Unit-Division_des_plaintes
WWW Form Submission

Confirmation: Thank you for sharing your feedback. Your message has been sent. For more information on how the
CBSA handles feedback, please visit our --FAQ Page--.
subject: Feedback Form
feedback type: complaint
email2:
first name:
family name:
phone number:
address:
city:
province state:
postal code:
country:
date_month: January
date_day: 07
date_year: 2017
time_hh: :
tim e jrim :
location: Montreal Trudeau Airport
feedback

 1

PROTECTED A

2

agent shouting at me

She started getting angry and told me "Are you telling me how to do my jo b "? '

She started getting very angry.

However, Agent
a disgrace to this agency and her attitude is very patronizing and unprofessional.
is an abuse of her powers,

certification: yes
Submit: Submit

Mozilla/5.0 (Macintosh; Intel Mac OS X 10_11_6) AppleWebKit/537.36 (KHTML, like Gecko) Chrome/55.0.2883.95
Safari/537.36

is

 1

From:
Sent:
To:
Subject:
frmID: ccc

PROTECTED A

February 5, 2017 02:52 PM
CBSA-ASFC_Complaints_Unit-Division_des_plaintes
WWW Form Submission

Confirmation: Thank you for sharing your feedback. Your message has been sent. For more information on how the
CBSA handles feedback, please visit our --FAQ Page--.
subject: Feedback Form
feedback type: complaint
email2:
first name:
family name:
phone number:
address: :
city:
province state:
postal code:
country:
time_com:aci:-nn: ±3:u0
date_month: January
date_day: 13
date_year: 2017
time_hh:
tim ejTim :
location: toronto airport
feedback

 1
2

PROTECTED A

looked at them looked on his computer and said "you can't have them" he then
threw them into a can beside the counter turned and walked off

certification: yes
Submit: Submit

Mozilla/5.0 (Windows NT 6.1; WOW64; Trident/7.0; rv:11.0) like Gecko

 1

From:
Sent:
To:
Subject:
frmID: ccc

PROTECTED A

February 6, 2017 03:29 PM
CBSA-ASFC_Complaints_Unit-Division_des_plaintes
WWW Form Submission

Confirmation: Thank you for sharing your feedback. Your message has been sent. For more information on how the
CBSA handles feedback, please visit our --FAQ Page--.
subject: Feedback Form
feedback type: complaint
email2:
first name:
family name:
phone number:
address: :
city:
province state:
postal code:
country:
date_month: date_day: date_year: 2016
tim e jrim : - mm location: Toronto (Port of Toronto) (495)
feedback: To whom it may concern,

 1
2

PROTECTED A

certification: yes
Submit: Submit

Mozilla/5.0 (Windows NT 10.0; WOW64) AppleWebKit/537.36 (KHTML, like Gecko) Chrome/55.0.2883.87 Safari/537.36

 PROTECTED A

From:
Sent:
To:
Subject:
frmID: ccc

February
February6,6,2017
201708:45
08:45PM
PM
CBSA-ASFC_Complaints_Unit-Division_des_plaintes
CBSA-ASFC_Complaints_Unit-Division_des_plaintes
WWW
WWW Form
Form Submission
Submission

Confirmation: Thank you for sharing your feedback. Your message has been sent. For more information on how the
CBSA handles feedback, please visit our --FAQ Page--.
subject: Feedback Form
feedback type: complaint
email2: <
first name:
family name:
phone number:
address: ■
city:
province state:
postal code:
country:
time_contact-hh: 10:00
date_month: January
date_day: 29
date_year: 2017
time hh: :
time mm:
location: TORONTO -PEARSON

  

2 PROTECTED A

Ref CBSA officer

he as not reasonable and rude I

3

KKUILUILUA

certification: yes
Submit: Submit

Mozilla/5.0 (Windows NT 6.2; WOW64) AppleWebKit/537.36 (KHTML, like Gecko) Chrome/55.0.2883.87 Safari/537.36

3

 1

From:
Sent:
To:
Subject:
frmID: ccc

PROTECTED A

February 6, 2017 09:43 PM
CBSA-ASFC_Complaints_Unit-Division_des_plaintes
WWW Form Submission

Confirmation: Thank you for sharing your feedback. Your message has been sent. For more information on how the
CBSA handles feedback, please visit our --FAQ Page--.
subject: Feedback Form
feedback type: complaint
email2: ]
first name:
family name:
phone number:
address:
city:
province state: postal code:
country: (
time_contact-hh: 10:00
date_month: February
date_day: 05
date_year: 2017
time_hh:
tim ejTim : ■
location: Toronto Pearson airport

service provider: customs officer

 l
2

PROTECTED A fe e d b a c k :

The immigration Officer made a mistake and he gave me the wrong expiry date of the visa.

certification: yes
Submit: Submit

Mozilla/5.0 (Windows NT 6.3; WOW64) AppleWebKit/537.36 (KHTML, like Gecko) Chrome/55.0.2883.87 Safari/537.36

 1

PROTECTED A

To: RECOURSE DIRECTORARTE
CANADA BORDER SERVICE AGENCY
333 NORTH RIVER ROAD TOWER A, 11th FLOOR
OTTAWA, ON K1AOL8

SUBJECT:

Dear Sirs/

f(^<

L^

I have read th e re p o rt given by

to be made:

this is N O T a N O R M A L p ro c e d u re to te rrify

^

J

and allow me to say that there are co rre ctio ns

 035A Re?eased under I 9 Access \nb?mahan Act
AEFC - Dmngahcn en mm :15 In suv Mesa 2 unimmahcn

 

2 PROTECTED A

 

 

035A Re?eased under Ihe Access \nb?mahan Act
AEFC - Dmngahcn en mm :15 In suv Mesa 2 unimmahcn

PROTECTED A

 

 

 

 

 

1

From:
Sent:
To:
Subject:

PROTECTED A

February 8, 2017 07:42 PM
CBSA-ASFC_Complaints_Unit-Division_des_plaintes
W W W Form Submission

frmID: ccc
Confirmation: Thank you for sharing your feedback. Your message has been sent. For more information on how the CBSA
handles feedback, please visit our --FAQ Page--.
subject: Feedback Form
feedback type: complaint
email2:
first name:
family name:
phone number: f
address:
city:
province state:
postal code:'
country:
tim e _ c o n ta c t- h h : 1 7 :0 0

d a te _ m o n th : J a n u a ry

d a te _ d a y : 23

d a te _ y e a r: 2 0 1 7

t im e _ h h :

t im e j T i m :

location: Vancouver International Airport
feedback: (

 PROTECTED A

officer

in a most unprofessional manner,

certification: yes
Submit: Submit

M ozilla/5.0

(Windows

Safari/537.36

NT

10.0;

Win64;

x64)

AppleW ebKit/537.36

(KHTML,

like Gecko)

Chrom e/55.0.2883.87

 1

PROTECTED A

From:
Sent:
To:

CBSA-ASFC_Complaints_Unit-Division_des_plaintes

Subject:

W W W Form Submission

February 12, 2017 02:33 PM

frmID: ccc
Confirmation: Thank you for sharing your feedback. Your message has been sent. For more information on how the
CBSA handles feedback, please visit our -F A Q Page-.
subject: Feedback Form
feedback type: complaint
email2:
first name: I
family nam e

:,

phone number:
address:
city:
province s ta te :'
postal code:
country:
time_contact-hh: 17:00
date_month: February
date_day: 11
date_year: 2017
time_hh:
tim e jrim :
location: Toronto Lester B. Pearson International Airport Vista Cargo Terminal

l

 2

PROTECTED A

feedback: This is a letter of complaint regarding the new policy, effective February 1st, 2017 for inspection of live
animals i

certification: yes
2

 dertheAccesstoInformationAct.
ASFC- Divulgatione

3

PROTECTED A

Submit: Submit

M ozilla/5.0 (Windows NT 10.0; Win64; x64) AppleW ebKit/537.36 (KHTML, like Gecko) Chrom e/51.0.2704.79
Safari/537.36 Edge/14.14393

3

 1

From:
Sent:
To:
Subject:

PROTECTED A

February 14, 2017 01:30 AM
CBSA-ASFC_Complaints_Unit-Division_des_plaintes
W W W Form Submission

frmID: ccc
Confirmation: Thank you for sharing your feedback. Your message has been sent. For more information on how the
CBSA handles feedback, please visit our --FAQ Page--.
subject: Feedback Form
feedback type: complaint
email2:
first n am e:.
family name: I
phone number:
address:
city: i
province state:
postal code:
country:
time_contact-hh: 11:00
date_month: February
date_day: 05
date_year: 2017
time_hh:
tim e mm:
location: airport montreal International Pierre-Elliott-Trudeau

 1
2

PROTECTED A

service provider: CBSA
feedback: Dear Officer,

threaten me

the officer and the translator are not professional. They did treat us unfair and were impatient with us,

certification: yes
Submit: Submit

M ozilla/5.0 (Windows NT 6.1; W O W 64) AppleW ebKit/537.36 (KHTML, like Gecko) Chrom e/31.0.1650.63 Safari/537.36
SE 2.X MetaSr 1.0

 1

From:
Sent:
To:
Subject:

PROTECTED A

February 13, 2017 04:10 PM
CBSA-ASFC_Complaints_Unit-Division_des_plaintes
W W W Form Submission

frmID: ccc
Confirmation: Thank you for sharing your feedback. Your message has been sent. For more information on how the
CBSA handles feedback, please visit our --FAQ Page--.
subject: Feedback Form
feedback type: complaint
email2:
first name:
family name:
phone number:
address:
city:
province state:
postal code:
country:
d a te _ m o n th : D e c e m b e r

d a te _ d a y : 28

d a te _ y e a r: 2 0 1 6

t im e _ h h :

t im e j T i m :

location: Pierre-Elliot Trudeau Airport
feedback

 1

2

PROTECTED A

the ignorance of your officers as to what is happening and what needs to be done, and these waiting times
are unacceptable.
certification: yes
Submit: Submit

M ozilla/5.0 (Windows NT 10.0; Win64; x64) AppleW ebKit/537.36 (KHTML, like Gecko) Chrom e/56.0.2924.87
Safari/537.36

 1

From:
Sent:
To:
Subject:

PROTECTED A

February 14, 201 / U/:bU PM
CBSA-ASFC_Complaints_Unit-Division_des_plaintes
WWW Form Submission

identification: victim
confirm:
first_name:
family_name:
phone:
address:
city:
province_state:
postal_zip:
country:
time_hh: 12
time_mm: 00
date_month: February
date_day: 07
date_year: time_ht
time_mm;
information: on
location: Vancouver International Airport (YVR)
feedback:

1

 CBSA- Released um 91 the Access #2 \Mnrmamm Ac 
ASFC Irmlgahan en vein :12 \a \m su? \?Acses I?mla?mahan

PROTECTED A

3

PROTECTED A

the humiliating tre a tm e n t discriminatory.
disqualifying and restrictive,

certification: yes
Submit:

M ozilla/5.0 (Windows NT 6.1) AppleW ebKit/537.36 (KHTML, like Gecko) Chrom e/56.0.2924.87 Safari/537.36

3

 1

From:
Sent:
To:
Subject:

PROTECTED A

February 14, 2017 03:10 PM
CBSA-ASFC_Complaints_Unit-Division_des_plaintes
W W W Form Submission

frmID: ccc
Confirmation: Thank you for sharing your feedback. Your message has been sent. For more information on how the
CBSA handles feedback, please visit our --FAQ Page--.
subject: Feedback Form
feedback type: comment
email2: j
first name:
family name:
phone number:
address:
city: I
province state:
postal code:'
country:
date_month: February
date_day: 12
date_year: 2017
time_hh:

timejTim: - mm location: YVR international airport
feedback: T

 2

PROTECTED A
I tried many times to call CIC, but it's always busy. Never

can get through.

I feel very sad. I think this should be worked out between CIC and the border service.

certification: yes
Submit: Submit

M ozilla/5.0 (Windows NT 10.0; Win64; x64) AppleW ebKit/537.36 (KHTML, like Gecko) C hrom e/55.0.2883.87
Safari/537.36

 Payette, Ryan

From:
Sent:
To:
Subject:

February 16, 2017 01:35 PM
CBSA-ASFC_Complaints_Unit-Division_des_plaintes
Soumission du formulaire W W W

frmID: ccc
Confirmation: Merci d'avoir partage votre retroaction. Votre message a ete envoye. Pour plus d'information sur la fagon
dont I'ASFC traite la retroaction, veuillez visiter notre -p a g e FAQ"sujet: Formulaire de retroaction
type de retroaction: Plainte
courriel2:
prenom:
nom de famille:
numero de telephone:
adresse:
ville:
province etat: <
code postal:
pays:
time_contact-hh: 10:00
d a te jo u r: 17
d a te jn o is : fevrier
date_annee: 2017
temp_mm: - mm lieu: Aeroport International Pierre Elliott Trudeau

 l
retroaction: Bonjour,

avait ete ouvert et inspecte par les agents de services frontaliers canadiens. La
marchandise,
consequence.

attestation: yes
Submit: Soumettre

M ozilla/5.0 (Windows NT 6.1; W OW 64; rv:51.0) Gecko/20100101 Firefox/51.0

subit des dommages irreparables en

 Payette, Ryan

From:
Sent:
To:
Subject:

February 16, 2017 03:50 PM
CBSA-ASFC_Complaints_Unit-Division_des_plaintes
W W W Form Submission

frmID: ccc
Confirmation: Thank you for sharing your feedback. Your message has been sent. For more information on how the
CBSA handles feedback, please visit our --FAQ Page--.
subject: Feedback Form
feedback type: complaint
email2:
first name:
family name: I
phone number:
address:
city:
province state:
postal code:
country:
time_contact-hh: 11:00
date_month: February
date_day: 05
date_year: 2017
time_hh:
tim e mm

location: Toronto Lester B. Pearson International Airport - Terminal III

 CBSA- ReleasedundertheAccesstoInformationAct.
ASFC- Divulgationenvertudelaloi sur I'AccesaI'informatio

feedback:

1

She was rude and obnoxious and she was
determined to demonstrate that she had authority.

certification: yes
Submit: Submit

M ozilla/5.0 (Windows NT 6.1; W O W 64) AppleW ebKit/537.36 (KHTML, like Gecko) C hrom e/54.0.2840.71 Safari/537.36

 1

From:
Sent:
To:
Subject:

PROTECTED A

February 17, 2017 01:21 PM
CBSA-ASFC_Complaints_Unit-Division_des_plaintes
W W W Form Submission

frmID: ccc
Confirmation: Thank you for sharing your feedback. Your message has been sent. For more information on how the
CBSA handles feedback, please visit our --FAQ Page--.
subject: Feedback Form
feedback type: complaint
email2:
first name:
family name:
phone number:
address:
city:
province state:
postal code:
country:
time_contact-hh: 09:00
date_month: February
date_day: 18
date_year: 2017
time_hh:
tim e mm:
location:

 1

PROTECTED A

2

service provider: Border Custom
feedback:
not satisfied with the new live animals release procedure.

certification: yes
Submit: Submit

M ozilla/5.0 (iPhone; CPU iPhone OS 10_2_1 like Mac OS X) AppleW ebKit/602.4.6 (KHTML, like Gecko) Version/10.0
M obile/14D27 Safari/602.1

 Payette, Ryan

From:
Sent:
To:

Argue, Sydney
February 20, 2017 03:25 PM
CBSA-ASFC_Complaints_Unit-Division_des_plaintes; PAC-Dist_CBSA_333Dunsmuir_
Cnm nlainK I Init

Subject:
Attachments:
Good afternoon,
Please assign a CFN to this file.
Thank you,

S yd n ey A rg u e
Executive Assistant, Corporate and Program Services Canada Border
Services Agency / Government of Canada svdnev. arque@cbsaasfc.ac.ca / Tel: 604-775-6720 / TTY: 866-335-3237
Adjointe executif, Division des services corporatifs et des programmes Agence
des services frontaliers du Canada / Gouvernement du Canada
svdnev.arque@.cbsa-asfc.qc.ca / Tel. : 604-775-6720 / ATS : 866-335-3237

From: I

Sent:

February 20, 2017 12:01 PM

To: PAC-Vancouver-333Dunsmuir, Program Services Reporting
Cc:
Subject:
Hello,

 PROTECTED A

1

From:
Sent:
To:
Subject:

CBSA-ASFC_CONTACT
February 21, 2017 11:23 AM
CBSA-ASFC_Complaints_Unit-Division_des_plaintes
FW:

Hello Complaints Unit,
Client complaint for your action.
W e will close this transaction on our end.

Thank you,
David Lamoureux
A/Technical Advisor, Border Information Services and Contact Us Canada
Border Services Agency / Government of Canada
david.lamoureux@cbsa-asfc.ac.ca / Tel 1-204-983-3413 / TTY: 866-335-3237
Conseiller Technique/I, Service d'information sur la frontiere et Contactez-nous Agence
des services frontaliers du Canada / Gouvernement du Canada
david.lamoureux@cbsa-asfc.ac.ca/ Tel 1-204-983-3413/A T S : 866-335-3237

From:
Sent: February 20, 2017 3:52 PM
To: mntact@cbsa.QC.ca
Subject:

given a very
hard time for over 2 hours by a CBS officer

  

The CBS officer proceeded to interrogate

1

From:
Sent:
To:
Subject:

PROTECTED A

February 22, 2017 11:42 PM
CBSA-ASFC_Complaints_Unit-Division_des_plaintes
W W W Form Submission

frmID: ccc
Confirmation: Thank you for sharing your feedback. Your message has been sent. For more information on how the
CBSA handles feedback, please visit our --FAQ Page--.
subject: Feedback Form
feedback type: complaint
email2:
first name: family name:
phone number:
address:
city:
province state:
postal code:
country:
time_contact-hh: 11:00
date_month: September
date_day: 29
date_year: 2016
time_hh: :
tim e jrim :
location: Pearson Airport T3

feedback:

 1

2

PROTECTED A

he said "yes but
GOOD LUCK WITH THAT" and smiled.

make sure you do that and GOOD LUCK WITH THAT".

certification: yes
Submit: Submit

M ozilla/5.0 (iPhone; CPU iPhone OS 10_2_1 like Mac OS X) AppleW ebKit/600.1.4 (KHTML, like Gecko)
GSA/23.0.147401934 M obile/14D27 Safari/600.1.4

 1

From:
Sent:
To:
Subject:

PROTECTED A

February 23, 2017 03:52 AM
CBSA-ASFC_Complaints_Unit-Division_des_plaintes
W W W Form Submission

frmID: ccc
Confirmation: Thank you for sharing your feedback. Your message has been sent. For more information on how the CBSA
handles feedback, please visit our --FAQ Page--.
subject: Feedback Form
feedback type: complaint
email2:
first name:
family name:
phone number:
address:
city:
province state:
postal code:
country:
tim e _ c o n ta c t- h h : 1 7 :0 0

d a te _ m o n th : F e b ru a ry

d a te _ d a y : 10

d a te _ y e a r: 2 0 1 7

t im e _ h h :

t im e j T i m :

location: Toronto Lester B. Pearson International Airport - Terminal I

feedback: I

 1

2

PROTECTEDA

certification: yes
Submit: Submit

M ozilla/5.0 (Windows NT 6.1; Win64; x64) AppleW ebKit/537.36 (KHTML, like Gecko) Chrom e/56.0.2924.87 Safari/537.36

 PROTECTED A

From:
Sent:
To:
Subject:

February 24, 2017 01:56 PM
CBSA-ASFC_Complaints_Unit-Division_des_plaintes
W W W Form Submission

frmID: ccc
Confirmation: Thank you for sharing your feedback. Your message has been sent. For more information on how the
CBSA handles feedback, please visit our --FAQ Page--.
subject: Feedback Form
feedback type: complaint
email2:
first n am e:.
family name:
phone number:
address:
city:
province state:
postal code:
country:
time_contact-hh: 12:00
date_month: February
date_day: 24
date_year: 2017
time_hh:
tim e m m :!
location: Pearson

l

 CBSA
ASFC-

i

protected a

feedback:

he asked me what my problem was in a confrontational and nasty tone.
He replied, in a very nasty tone:
His remark was condescending, insensitive, nasty and
unproressionai.

His tone was very nasty.

certification: yes
Submit: Submit

M ozilla/5.0 (iPhone; CPU iPhone OS 10_2_1 like Mac OS X) AppleW ebKit/602.4.6 (KHTML, like Gecko) Version/10.0
M obile/14D27 Safari/602.1

 PROTECTED A

From:
Sent:
To:
Subject:

February 24, 2017 04:36 PM
CBSA-ASFC_Complaints_Unit-Division_des_plaintes
W W W Form Submission

frmID: ccc
Confirmation: Thank you for sharing your feedback. Your message has been sent. For more information on how the
CBSA handles feedback, please visit our --FAQ Page--.
subject: Feedback Form
feedback type: complaint
email2:
first name:
family name: i
phone number:
address:
city:  
province state:
postal code:
country:
d a te _ m o n th : F e b ru a ry

d a te _ d a y : 23

d a te _ y e a r: 2 0 1 7

t im e _ h h :

t im e j T i m :

location: toronto airport

feedback:

l
1

 PROTECTED A h e r

I think this is very rude and heartless

certification: yes
Submit: Submit

M ozilla/5.0 (Windows NT 6.1; W OW 64; Trident/7.0; rv:11.0) like Gecko

2

 1

From:
Sent:
To:
Subject:

PROTECTED A

February 26, 2017 12:41 PM
CBSA-ASFC_Complaints_Unit-Division_des_plaintes
W W W Form Submission

frmID: ccc
Confirmation: Thank you for sharing your feedback. Your message has been sent. For more information on how the
CBSA handles feedback, please visit our --FAQ Page--.
subject: Feedback Form
feedback type: complaint
email2:
first name:
family name:
phone number:
address:
city: I
province state: (
postal code:
country:
tim e _ c o n ta c t- h h : 1 2 :0 0

d a te _ m o n th : F e b ru a ry

d a te _ d a y : 21

d a te _ y e a r: 2 0 1 7

t im e _ h h :

t im e j T i m :

location: Pearson International Airport

feedback: Dear sir,

 1
I

2

PROTECTED A

The Officer began to ask me many questions which i consider very humiliating

certification: yes
Submit: Submit

Mozilla/5.0 (Windows NT 6.1; Win64; x64) AppleWebKit/537.36 (KHTML, like Gecko) Chrome/56.0.2924.87
Safari/537.36

 PROTECTED A

1

M cphail, Marshall

From:
Sent:
To:
Subject:
frmID: ccc

February 27, 2017 05:05 AM
CBSA-ASFC_Complaints_Unit-Division_des_plaintes
WWW Form Submission

Confirmation: Thank you for sharing your feedback. Your message has been sent. For more information on how the
CBSA handles feedback, please visit our --FAQ Page--.
subject: Feedback Form
feedback type: complaint
email2:
first name:
family name:
phone number:
address
city:
province state:
postal code:
country:
time_contact-hh: 16:00
date_month: February
date_day: 27
date_year: 2017
time_hh:
time mm:
location: YVR airport - Richmond Canada

 service provider: Canada Border Service Agent
l

2

p r o t e c t e d A fe e d b a c k :

The comment he made was not only un-acceptable but it
harassment and discrimination

certification: yes
Submit: Submit

Mozilla/5.0 (Macintosh; Intel Mac OS X 10_12_3) AppleWebKit/602.4.8 (KHTML, like Gecko) Version/10.0.3
Safari/602.4.8

 M cphail, M arshall

From:
Sent:
To:
Subject:

CBSA-ASFC_Appeals-Appels
February 27, 2017 08:12 AM
CBSA-ASFC_Complaints_Unit-Division_des_plaintes

Conduct com plaint.

From:

RCMS-SGRR@cbsa-asfc.gc.ca [mailto:RCMS-SGRR@cbsa-asfc.gc.ca]
February 20, 2017 5:33 PM
To: CBSA-ASFC_Appeals-Appels; CBSA-ASFC_RCMS-SGRR
Subject: Online submission has been processed

RCMS Enforcement
A new Online Submission has been added to RCMS Enforcement.
The appeal details are attached below.

Launch ROV1S Enforcement

SGRR Execution de la loi
Line nouvelle soumission electronique a ete ajoutee au SGRR Execution de la loi.
Les details de I'appel sont inclus ci-dessous.

Quvrir SGRR Execution de la loi

fmrID: rcms2016c
enforcement action appeal:

1

Sent:

 date of action: 2017-02-04
client type: individual [appellantType=l]
client first name:
client surname:
client address:
client city:
client country:
client province/state:
client postal/zip code:
client phone number:
client phone number type:
representation:
detailsField:

The dealing CBSA Agent
and threaten me

and he was reasonably agreeable . However, a Woman CBSA Agent swarmed in to intimidate
This Agent was very hostile, discourteous and racial.

certificationField: yes
date submitted: 2017-02-20
language: english [language=l]
notarobot: 1
Submit: Submit

2

 Mozilla/5.0 (Windows NT 10.0) AppleWebKit/537.36 (KHTML, like Gecko) Chrome/51.0.2704.79 Safari/537.36 Edge/14.14393

3

 CBSA- ReleasedundertheAccesstoInformationAct.
ASFC- Divulgationenvertudelaloi surI'AccesaI’information.

PROTECTED A

From:
Sent:
To:
Cc:
Subject:
Attachments:

GTAR Correspondence RDGO / RGT Correspondence BDGR (CBSA/ASFC)
February 27, 2017 11:04 AM
CBSA-ASFC_Complaints_Unit-Division_des_plaintes
GTAR Correspondence RDGO / RGT Correspondance BDGR (CBSA/ASFC)

Good Morning,
Could you please assign a CFN for this complaint?
Thank you,

Pam Bowen
Regional Program Officer, Operations Branch
Canada Border Services Agency / Government of Canada
Pam.Bowen(5>cbsa-asfc.gc.ca / Tel: 905-803-7980 / TTY: 866-335-3237
Agente des programmes regionaux. Direction generale des operations
Agence des services frontaliers du Canada / Gouvernement du Canada Pam.Bowen(5>cbsa-asfc.gc.ca
/ Tel: 905-803-7980 / ATS: 866-335-3237

From: Chamieh, Elie
Sent: February 24, 2017 4:32 PM
To: CBSA-ASFC_GTAR-RGT_Correspondence-Correspondance_Pass_Ops
Cc: Karsakis, Tina; Marie, John; Chan, WilliamW Subject:
Complaint Received
Hi,
I have received the attached complaint via regular mail. I will start the process at this end.

   

035A Re?eased under [h 
AEFC - Dwxl?galwcn an warm de la kn sur V?zc?s 

PROTECTED A

mzmaggar {if gzus?m:

ms:
tz?siatad me mar?; bag am 3130 searwe :1

CBSA-ASFC_Complaints_Unit-Division_des_plaintes

From:
Sent:
To:
Subject:

CBSA-ASFC_RCMS-SGRR
March 5, 2017 04:38 PM
CBSA-ASFC_Appeals-Appels; CBSA-ASFC_RCMS-SGRR
Online submission has been processed

RCMS Enforcement
A new Online Submission has been added to RCMS Enforcement.
The appeal details are attached below.

Launch RCfVIS Enforcement

Notification de SGRR Execution de la loi
Line nouvelle soumission electronique a ete ajoutee au SGRR Execution de la loi.
Les details de I'appel sont inclus ci-dessous.

Ouvrlr SGRR Execution de la loi

fmrID: rcms2016c
enforcement action appeal:

date of action: 2016-12-26
client type: individual [appellantType=l]
client first name:
client surname:
client address:

 1

client city:
client country:
client province/state:
client postal/zip code:
client phone number:
client phone number type:
representation:
detailsField:

Harrased by CBSA Officer
The officer was very short tempered and rude and would not explain my rights to me.

certificationField: yes
date submitted: 2017-03-05
language: english [language=l]
notarobot: 1
Submit: Submit

Mozilla/5.0 (Windows NT 6.1; Win64; x64) AppleWebKit/537.36 (KHTML, like Gecko) Chrome/56.0.2924.87 Safari/537.36

 C B S A -A S F C C o m p la in ts J J n it-D iv is io n d e s p la in te s

From:
Sent:
To:
Subject:

CBSA-ASFC_RCMS-SGRR
March 5, 2017 04:30 PM
CBSA-ASFC_Appeals-Appels; CBSA-ASFC_RCMS-SGRR
Online submission has been processed

Follow Up Flag:
Flag Status:

Follow up
Completed

RCMS Enforcement
A new Online Submission has been added to RCMS Enforcement.
The appeal details are attached below.

Launch ROV1S Enforcement

SGRR Execution de la loi
Une nouvelle soumission electronique a ete ajoutee au SGRR Execution de la loi.
Les details de I'appel sont inclus ci-dessous.

Ouvrir SGRR Execution de la loi

fmrID: rcms2016c
enforcement action appeal:
typereview:

client type: individual [appellantType=l]
client first name:

 1

surname:
client address:
client city:
client country:
client province/state: i
client postal/zip code:
client phone number:
client phone number type:
representation:
detailsField:

The officer was not very communicative

with me and took possession of my property without giving me available recourse.

certificationField: yes
date submitted: 2017-03-05
language: english [language=l]
notarobot: 1
Submit: Submit

Mozilla/5.0 (Windows NT 6.1; Win64; x64) AppleWebKit/537.36 (KHTML, like Gecko) Chrome/56.0.2924.87 Safari/537.36

 Payette, Ryan

From:
Sent:
To:
Subject:
frmID: ccc

March 10, 2017 07:28 AM
CBSA-ASFC_Complaints_Unit-Division_des_plaintes
WWW Form Submission

Confirmation: Thank you for sharing your feedback. Your message has been sent. For more information on how the
CBSA handles feedback, please visit our --FAQ Page--.
subject: Feedback Form
feedback type: complaint
email2:
first name:
family name:
phone number:
address:
city:
province state:
postal code:!
country:
date_month: March
date_day: 03
date_year: 2017
time_hh:
time mm:

location: Toronto

 l

belittling and rather peculiar questions,
irritated and scolding tone of voice!,

one of the officers kept saying rather loudly, t
heartless and insensitive.

certification: yes
Submit: Submit

Mozilla/5.0 (Windows NT 10.0; WOW64; Trident/7.0; rv:11.0) like Gecko

 PROTECTED A

From:
Sent:
To:
Subject:
frmID: ccc

March 13, 2017 07:21 PM
CBSA-ASFC_Complaints_Unit-Division_des_plaintes
WWW Form Submission

Confirmation: Thank you for sharing your feedback. Your message has been sent. For more information on how the
CBSA handles feedback, please visit our --FAQ Page--.
subject: Feedback Form
feedback type: complaint
email2: i
first name:
family name:
phone number:
address:
city:
province state: i
postal code:
country:
time_contact-hh: 15:00
date_month: March
date_day: 04
date_year: 2017
time_hh: :
time mm: ■

location: Toronto Pearson

l
1

 he'd seized my phone

He only searched through
about 1/3 of my checked suitcase,
took swabs

Silly, arrogant, unpleasant and uncaring man!

certification: yes

2
2

 PROTECTED A

Submit: Submit

Mozilla/5.0 (Macintosh; Intel Mac OS X 10_12_3) AppleWebKit/537.36 (KHTML, like Gecko) Chrome/56.0.2924.87
Safari/537.36

3
3

 PROTECTED A

From:
Sent:
To:
Subject:
frmID: ccc

March 13, 2017 07:25 PM
CBSA-ASFC_Complaints_Unit-Division_des_plaintes
WWW Form Submission

Confirmation: Thank you for sharing your feedback. Your message has been sent. For more information on how the
CBSA handles feedback, please visit our --FAQ Page--.
subject: Feedback Form
feedback type: complaint
email2:
first name:
family name:
phone number:
address:
city:
province state: <
postal code:
country:
time_contact-hh: 15:00
date_month: March
date_day: 04
date_year: 2017
time_hh:
tim ejTim :
location: Toronto Pearson

feedback: I was profiled

 1

1
PROTECTED A

my clean items being placed on countertops on which dirty bags that rolled on the ground were
previously placed.

The way he treated me stank

certification: yes
Submit: Submit

Mozilla/5.0 (Macintosh; Intel Mac OS X 10_12_3) AppleWebKit/537.36 (KHTML, like Gecko) Chrome/56.0.2924.87
Safari/537.36

 Payette, Ryan

From:
Sent:
To:
Subject:
frmID: ccc

March 14, 2017 06:31 PM
CBSA-ASFC_Complaints_Unit-Division_des_plaintes
WWW Form Submission

Confirmation: Thank you for sharing your feedback. Your message has been sent. For more information on how the
CBSA handles feedback, please visit our --FAQ Page--.
subject: Feedback Form
feedback type: complaint
email2:
first name:
family name:
phone number
address:
c ity :'
province state:
postal code:
country:
time_contact-hh: 13:00
date_month: March
date_day: 11
date_year: 2017
time_hh:
time mm:

location: Toronto Lester B. Pearson International Airport - Terminal III

 l
Horrible attitude,rude, ask very personal question.

certification: yes
Submit: Submit

Mozilla/5.0 (Windows NT 10.0; Win64; x64) AppleWebKit/537.36 (KHTML, like Gecko) Chrome/56.0.2924.87
Safari/537.36

 Payette, Ryan

From:
Sent:
To:
Subject:

March 15, 2017 04:56 PM
CBSA-ASFC_Complaints_Unit-Division_des_plaintes
Soumission du formulaire WWW

frmID: ccc
Confirmation: Merci d'avoir partage votre retroaction. Votre message a ete envoye. Pour plus d'information sur la fa?on
dont I'ASFC traite la retroaction, veuillez visiter notre -page FAQ-.
sujet: Formulaire de retroaction
type de retroaction: Plainte
courriel2:
prenom:
nom de famille:
numero de telephone:
adresse:
ville:
province etat:
code postal
pays:
time_contact-hh: 10:00
d a te jo u r: 08
date jn ois: mars
date_annee: 2017
temp_hh:
temp_mm:
lieu: Aeroport Internationale Pierre-Elioott-Trudeau

 Submit: Soumettre

Mozilla/5.0 (Macintosh; Intel Mac OS X 10_12_3) AppleWebKit/537.36 (KHTML, like Gecko) Chrome/56.0.2924.87
Safari/537.36 OPR/43.0.2442.1165

 Payette, Ryan

From:
Sent:
To:
Subject:
frmID: ccc

March 16, 2017 06:58 PM
CBSA-ASFC_Complaints_Unit-Division_des_plaintes
WWW Form Submission

Confirmation: Thank you for sharing your feedback. Your message has been sent. For more information on how the
CBSA handles feedback, please visit our --FAQ Page--.
subject: Feedback Form
feedback type: comment
email2:
first name:
family name:
phone number:
address:
city:
province state: i
postal code:
country:
time_contact-hh: 10:00
date_month: March
date_day: 14
date_year: 2017
time_hh:
time mm: - mm -

location: Toronto internaltional airport Terminal 1 immigration post 11

 1

certification: yes
Submit: Submit

Mozilla/5.0 (Windows NT 6.1; WOW64) AppleWebKit/537.36 (KHTML, like Gecko) Chrome/56.0.2924.87 Safari/537.36

 1

From:
Sent:
To:
Subject:
frmID: ccc

PROTECTED A

March 17, 2017 09:32 AM
CBSA-ASFC_Complaints_Unit-Division_des_plaintes
WWW Form Submission

Confirmation: Thank you for sharing your feedback. Your message has been sent. For more information on how the
CBSA handles feedback, please visit our --FAQ Page--.
subject: Feedback Form
feedback type: complaint
email2:
first name:
family name:
phone number:
address
city:
province state:
postal code:
country:
time_contact-hh: 11:00
date_month: March
date_day: 13
date_year: 2017
time_hh:
time mm: i

location: toronto pearson airport

 1

she was very rude and
impolite with me. she keep telling me that she didn't want to hear any of my excuses and she didn't care.

certification: yes
Submit: Submit

Mozilla/5.0 (Windows NT 6.1; WOW64) AppleWebKit/537.36 (KHTML, like Gecko) Chrome/56.0.2924.87 Safari/537.36

 1

From:
Sent:
To:
Subject:
frmID: ccc

PROTECTED A

March 17, 2017 11:10AM

CBSA-ASFC_Complaints_Unit-Division_des_plaintes
WWW Form Submission

Confirmation: Thank you for sharing your feedback. Your message has been sent. For more information on how the
CBSA handles feedback, please visit our --FAQ Page--.
subject: Feedback Form
feedback type: complaint
email2:
first name:
family name:
phone number:
address:
city:
province state:
postal code:
country
time_contact-hh: 09:00
date_month: March
date_day: 16
date_year: 2017
time_hh:
tim ejTim : <
location: Toronto
1

 this officer who was so very insensitve and humiliating

certification: yes
Submit: Submit

Mozilla/5.0 (Windows NT 5.1) AppleWebKit/537.36 (KHTML, like Gecko) Chrome/49.0.2623.112 Safari/537.36

 Payette, Ryan

From:
Sent:
To:
Subject:
frmID: ccc

March 18, 2017 11:01 AM
CBSA-ASFC_Complaints_Unit-Division_des_plaintes
WWW Form Submission

Confirmation: Thank you for sharing your feedback. Your message has been sent. For more information on how the
CBSA handles feedback, please visit our --FAQ Page--.
subject: Feedback Form
feedback type: comment
email2:
first name:
family name:
phone number:
address:
city:
province state:
postal code:
country:
time_contact-hh: 17:00
date_month: March
date_day: 14
date_year: 2017
time_hh:
time mm:

location: pearson airport- terminal 1

 1

they seemed pissed off!
They proceeded to let everyone thru without checking any documents or asking any questionshis eyes closed as he pretended to look at documents - then said to proceed.

certification: yes
Submit: Submit

Mozilla/5.0 (Windows NT 6.1; WOW64) AppleWebKit/537.36 (KHTML, like Gecko) Chrome/56.0.2924.87 Safari/537.36

 Payette, Ryan

From:
Sent:
To:
Subject:
frmID: ccc

March 19, 2017 09:50 PM
CBSA-ASFC_Complaints_Unit-Division_des_plaintes
WWW Form Submission

Confirmation: Thank you for sharing your feedback. Your message has been sent. For more information on how the
CBSA handles feedback, please visit our --FAQ Page--.
subject: Feedback Form
feedback type: complaint
email2:
first name
family name:
phone number:
address:
city:
province state:
postal code:
country:
time_contact-hh: 17:00
date_month: March
date_day: 19
date_year: 2017
time hh:
time mm: i

l

 CBSA officer with his patrol car suddenly
charged into oncoming traffic from a plaza in the shopping area.

he started chasing me on the roads, i

He gave chase to me for 10

minutes, i
He was
abusing his authority as a CBSA officer

he was following my car so closely and driving like a violent maniac on the roads.

dangerously
driving and attempting to intimidate and threaten and harass me i

2

 Submit: Submit

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3

 Canada Border Services Agency
District Office
Terminal I
P.O.Box 40
Toronto AMR On
L5P 1A2
March 9,2 0 1 7

Dear Sir/Madam;
I am writing to you to express my dissatisfaction with the conduct of border
officers at the International Arrivals of L.B. Pearson Airport.

Most of officers act arrogantly,;

 Payette, Ryan

From:

March 21, 2017 08:11 AM
CBSA-ASFC_Complaints_Unit-Division_des_plaintes
WWW Form Submission

Sent:
To:
Subject:

frmID: ccc
Confirmation: Thank you for sharing your feedback. Your message has been sent. For more information on how the
CBSA handles feedback, please visit our --FAQ Page--.
subject: Feedback Form
feedback type: complaint
email2:
first name:
family name:
phone number
address:
city:
province state:

j

postal code:
country: <
time_contact-hh: 14:00
date_month: September
date_day: 27
date_year: 2014
time_hh:
time mm:
location: Toronto Pearson Inti (YYZ)

l

 You border agency started shaking his head with a threatening
tone
he treated me like a criminal
and when he grabbed my passport, he started to making very threatening face, as If I was threatening him.

abusing people based
on race and color. His face and behavior was very threatening.

2

 certification: yes
Submit: Submit

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3

 PROTECTED A

From:
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March 21, 2017 10:25 PM
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frmID: ccc
Confirmation: Thank you for sharing your feedback. Your message has been sent. For more information on how the
CBSA handles feedback, please visit our --FAQ Page--.
subject: Feedback Form
feedback type: compliment
email2:
first name:
family name:
phone num ber:'
address:
city:
province state:
postal code:'
country:
time_contact-hh: 09:00
date_month: March
date_day: 21
date_year: 2017
time_hh:
timejTim:
location: YYZ

 ’
calling me names and F words,
wanted to show his power by calling me names
certification: yes
Submit: Submit

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 PROTECTED A

From:
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March 22, 2017 05:03 AM
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frmID: ccc
Confirmation: Thank you for sharing your feedback. Your message has been sent. For more information on how the
CBSA handles feedback, please visit our --FAQ Page--.
subject: Feedback Form
feedback type: complaint
email2
first name:
family name:
phone number:
address:
city:
province state:
postal code:
country
time_contact-hh: 09:00
date_month: March
date_day: 20
date_year: 2017
time_hh:
time mm:
location: Vancouver International Airport arrival hall

l

 1
protected

A service provider: Airport customs translator

f

a translator lady jumping out (
yelled at us,said:"don't cut in linelgo back to your position!",then pulled over the strap,pushing my crews to
requeued,lineing up in back of the other airline crews!

certification: yes
Submit: Submit

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 1

PROTECTED A

From:
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March 23, 2017 11:26 AM
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frmID: ccc
Confirmation: Thank you for sharing your feedback. Your message has been sent. For more information on how the
CBSA handles feedback, please visit our --FAQ Page--.
subject: Feedback Form
feedback type: complaint
email2:
first name:
family name:
phone number:
address:
city:
province state:
postal code:
country:
time_contact-hh: 17:00
date_month: March
date_day: 23
date_year: 2017
time_hh:
time mm:
location: Missisauga

 1
2

PROTECTED A

eally rude demeanor.
He said with a very rude
voice '

lacked good
demeanor, good customer service and overall he was not a nice person,
certification: yes
Submit: Submit

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 1

PROTECTED A

From:
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March 26, 2017 01:20 PM
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frmID: ccc
Confirmation: Thank you for sharing your feedback. Your message has been sent. For more information on how the
CBSA handles feedback, please visit our --FAQ Page--.
subject: Feedback Form
feedback type: complaint
email2:
first nam e:;
family name:
phone number:
address:
city:
province state: i
postal code:
country:
time_contact-hh: 13:00
date_month: March
date_day: 26
date_year: 2017
time_hh:
time mm: (
location: Montreal airport

 1
2

PROTECTED A

to harass
me.
i

abuse of his power

Thanks
certification: yes
Submit: Submit

Mozilla/5.0 (Android 5.0; Mobile; rv:52.0) Gecko/52.0 Firefox/52.0

 1

PROTECTED A

From:
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To:
Subject:

March 27, 2017 12:49 AM
CBSA-ASFC_Complaints_Unit-Division_des_plaintes
WWW Form Submission

frmID: ccc
Confirmation: Thank you for sharing your feedback. Your message has been sent. For more information on how the
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subject: Feedback Form
feedback type: complaint
email2:
first name:
family name:
phone number: I
address:
city:
province state:
postal code:
country:
time_contact-hh: 10:00
date_month: January
date_day: 15
date_year: 2017
time_hh:
time mm:
location: Yvr

 1

have been outright rude, demeaning, abusive and deceptive.

discrimination, rude and
overbearing agents, racism and even use of force when not required

certification: yes
Submit: Submit

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Mobile/13F69 Safari/601.1

 1

PROTECTED A

From:
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To:
Subject:

March 28, 2017 01:22 AM
CBSA-ASFC_Complaints_Unit-Division_des_plaintes
WWW Form Submission

frmID: ccc
Confirmation: Thank you for sharing your feedback. Your message has been sent. For more information on how the
CBSA handles feedback, please visit our --FAQ Page--.
subject: Feedback Form
feedback type: complaint
email2:
first name
family name:
phone number
address:
city:
province state
postal code:
country:
time_contact-hh: 09:00
date_month: March
date_day: 26
date_year: 2017
time_hh:
tim ejTim :
location: Passport control
1

 1
2

PROTECTED A

rudeness 1

rudeness
inappropriate, and unprofessional.
- ___ i - i - i - -

___ _

- - - - i

i - _____ j ___________ i _

I have never
encountered or experienced this level of intrusive questioning.'
the questioning inappropriate, but the tone in which the questions were
asked was hostile, rude, and extremely unprofessional. There was a definite unfriendliness,

certification: yes
Submit: Submit

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Safari/537.36 Edge/14.14393

 Recourse Directorate
Canada Border Services Agency
Ottawa, ON K1A 018
March 22, 2017

he raised his voice

 This officer was abusive and totally exceeded
his authority and went far beyond what any reasonable person would consider to be the correct way to
treat a person.

 opportunity to abuse his power.

 

 

 

 

 

 

 

 

1

PROTECTED A

<y

March 23,201?

Ccf

»r^V'S

Attn: Canadian Border Services Aucncy
Toronto Lester B. Pearson International Airport - '1 erminal I
P,Q. Box 40
AMF
I oronto. Ontario I 5P I A2
AND IT):
Recourse l )ireetorate
Canada Border Services A genes
Ottavsa. ON KI A0 L8

Dear SirAladam:
KK:

Charter

and H um an Rights Cade Violations at Pearson international Airport

 035A Re?eased under I 9 Access \nb?mahan Act
5% - Dmngahcn en mm :15 In suv Mesa 2 unimmahcn

PROTECTED A

3

PROTECTED A

December 19,2016
D elive red by M a il

Attn: Canadian Border Services Agency
Toronto Lester B. Pearson International Airport “ Terminal 1

P.O. Box 40
AMF

Toronto, Ontario L5P 1A2
Dear Sir/Madam:
RE:

C h arter and H u m an R ights C ode V iolations at Pearson International A irport

 PROTECTED A

4

the conduct of the officers in this situation was of an egregious
nature.
so they could justify Ins lengthy detention.

 035A Re?eased under I 9 Access \nb?mahan Act
5% - Dmngahcn en mm :15 In suv Mesa 2 unimmahcn

PROTECTED A

 

1

PROTECTED A

From:
Sent:
To:
Subject:

April 18, 2017 11:24 AM
CBSA-ASFC_Complaints_Unit-Division_des_plaintes
WWW Form Submission

frmID: ccc
Confirmation: Thank you for sharing your feedback. Your message has been sent. For more information on how the
CBSA handles feedback, please visit our --FAQ Page--.
subject: Feedback Form
feedback type: complaint
email2:
first name: f
family name:
phone number
address:
city:
province state:
postal code:
country:
time_contact-hh: 09:00
date_month: April
date_day: 14
date_year: 2017
time_hh:
time mm:
location: Vancouver

 1

had to answer to an onslaught of offensive language.

certification: yes
Submit: Submit

Mozilla/5.0 (iPhone; CPU iPhone OS 9_3_2 like Mac OS X) AppleWebKit/601.1.46 (KHTML, like Gecko) Mobile/13F69
Twitter for iPhone

 PROTECTED A

1

From:
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To:
Subject:

April 17, 2017 06:27 PM
CBSA-ASFC_Complaints_Unit-Division_des_plaintes
WWW Form Submission

frmID: ccc
Confirmation: Thank you for sharing your feedback. Your message has been sent. For more information on how the
CBSA handles feedback, please visit our --FAQ Page--.
subject: Feedback Form
feedback type: complaint
email2:
first name:
family name:
phone num ber:'
address:
c ity :1
province state:
postal code:
country:
date_month: April
date_day: 02
date_year: 2017
time_hh:
timejTim:

location: YVR (Vancouver International Airport)

1

 2

PROTECTED A

3 different

shouted at me,

reprehensible rudeness

2

officer sitting in the kiosk right behind us

 3

PROTECTED A

certification: yes
Submit: Submit

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3

 1

PROTECTED A

From:
Sent:
To:

April 17, 2017 03:08 PM

Subject:

Soumission du formulaire W W W

CBSA-ASFC_Complaints_Unit-Division_des_plaintes

frmID: ccc
Confirmation: Merci d'avoir partage votre retroaction. Votre message a ete envoye. Pour plus d'information sur la fagon
dont I'ASFC traite la retroaction, veuillez visiter notre --page FAQ--.
sujet: Formulaire de retroaction
type de retroaction: Plainte
courriel2:
prenom:
nom de famille:
numero de telephone:
adresse:
ville: (
province e ta t:1
code postal:
pays:
time_contact-hh: 12:00
d a te jo u r: 16
date_mois: avril
date_annee: 2017
te m p _ h h ::
temp_mm:
lieu: Aeroport de Dorval, Montreal

 sur un ton m enagant:

attestation: yes
Submit: Soumettre

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 1

From:
Sent:
To:
Subject:

PROTECTED A

April 15,2017 06:38 PM
CBSA-ASFC_Complaints_Unit-Division_des_plaintes
W W W Form Submission

frmID: ccc
Confirmation: Thank you for sharing your feedback. Your message has been sent. For more information on how the
CBSA handles feedback, please visit our --FAQ Page--.
subject: Feedback Form
feedback type: complaint
email2:
first name:
family name
phone number:
address:
city:
province state:
postal code:
country:
time_contact-hh: 10:00
date_month: April
date_day: 14
date_year: 2017
time_hh:
tim e mm

location: Vancouver airport nexus office

 CBSA- ReleasedundertheAccesstoInformationAct.
ASFC- Divulgationenvertudelaloi surI'AccesaI'information.

I

she did not appear very welcoming.

Her attitude during the
interview was quite rude and dismissive.

literally chucked the two id's towards me on the desk in front of me.

aide behaviour and throwing
documents at anyone is certainly not in their job description.

certification: yes
Submit: Submit

M ozilla/5.0 (iPad; CPU OS 10_1_1 like Mac OS X) AppleW ebKit/602.2.14 (KHTML, like Gecko) Version/10.0
M obile/14B100 Safari/602.1

 PROTECTED A

From:
Sent:
To:
Subject:

April 13, 2017 03:57 PM
CBSA-ASFC_Complaints_Unit-Division_des_plaintes
W W W Form Submission

frmID: ccc
Confirmation: Thank you for sharing your feedback. Your message has been sent. For more information on how the
CBSA handles feedback, please visit our --FAQ Page--.
subject: Feedback Form
feedback type: comment
email2:
first name:
family name:
phone number:
address:
city:
province state:
postal code
country: Canada
time_contact-hh: 10:00
date_month: April
date_day: 13
date_year: 2017
tim e jT im : - mm location: Pearson Airport
service provider: Nexus

l

  

2 PROTECTED A

never looked me in the eye, never cracked a smile.

PROTECTED A

3

certification: yes
Submit: Submit

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Safari/537.36

3

 (
1

From:
Sent:
To:
Subject:

PROTECTED A

April 12, 2017 10:29 PM
CBSA-ASFC_Complaints_Unit-Division_des_plaintes
W W W Form Submission

frmID: ccc
Confirmation: Thank you for sharing your feedback. Your message has been sent. For more information on how the
CBSA handles feedback, please visit our --FAQ Page--.
subject: Feedback Form
feedback type: complaint
email2:
first name:
family name:
phone number
address:
city:
province state
postal code:
country:

date_month: April
date_day: 12
date_year: 2017
time_hh:
tim ejTim : <
location: Vancouver
have the most
sour faced

 1
PROTECTED A

certification: yes
Submit: Submit

M ozilla/5.0 (Macintosh; Intel Mac OS X 10_12_4) AppleW ebKit/537.36 (KHTML, like Gecko) Chrom e/57.0.2987.133
Safari/537.36

 Payette, Ryan

From:
Sent:
To:
Subject:

April 7, 2017 04:51 PM
CBSA-ASFC_Complaints_Unit-Division_des_plaintes
W W W Form Submission

frmID: ccc
Confirmation: Thank you for sharing your feedback. Your message has been sent. For more information on how the
CBSA handles feedback, please visit our --FAQ Page--.
subject: Feedback Form
feedback type: complaint
email2: i
first name
family name:
phone number:
address:
city:
province state:
postal code:
country:
time_contact-hh: 13:00
date_month: March
date_day: 30
date_year: 2017
tim e hh:
tim e mm:

 were humiliating me, being rude, and even after knowing what i do continued to look through my phone content and all
the videos.'

certification: yes
Submit: Submit

M ozilla/5.0 (Windows NT 10.0; Win64; x64) AppleW ebKit/537.36 (KHTML, like Gecko) C hrom e/57.0.2987.133
Safari/537.36

 Payette, Ryan

From:
Sent:
To:
Subject:

April 6, 2017 01:42 PM
CBSA-ASFC_Complaints_Unit-Division_des_plaintes
W W W Form Submission

frmID: ccc
Confirmation: Thank you for sharing your feedback. Your message has been sent. For more information on how the
CBSA handles feedback, please visit our --FAQ Page--.
subject: Feedback Form
feedback type: complaint
email2:
first name:
family name:
phone number
address:
city:
province state:
postal code:
country:
time_contact-hh: 09:00
date_month: April
date_day: 03
date_year: 2017
time_hh: i
tim e mm: <
location: Toronto Pearson

i

 Her tone was extremely aggressive ;

certification: yes
Submit: Submit

M ozilla/5.0 (Macintosh; Intel Mac OS X 10_10_5) AppleW ebKit/602.4.8 (KHTML, like Gecko) Version/10.0.3
Safari/602.4.8

 Payette, Ryan

From:
Sent:
To:
Subject:

April 5, 2017 01:36 PM
CBSA-ASFC_Complaints_Unit-Division_des_plaintes
W W W Form Submission

frmID: ccc
Confirmation: Thank you for sharing your feedback. Your message has been sent. For more information on how the
CBSA handles feedback, please visit our --FAQ Page--.
subject: Feedback Form
feedback type: complaint
email2:
first name:
family name:
phone number: address:
city:
province state:
postal code:
country:
date_month: April
date_day: 04
date_year: 2017
time_hh:
tim e mm:
location: Toronto Lester B. Pearson International Airport - Terminal III

 an unpleasant and condescending voice.
1

the officer was very
mean and shouted at me
him yelling at
me impatiently

disrespecttui gesture 1

certification: yes
Submit: Submit

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Safari/537.36

 1

From:
Sent:
To:
Subject:

PROTECTED A

April 18, 2017 10:30 PM
CBSA-ASFC_Complaints_Unit-Division_des_plaintes
W W W Form Submission

frmID: ccc
Confirmation: Thank you for sharing your feedback. Your message has been sent. For more information on how the
CBSA handles feedback, please visit our --FAQ Page--.
subject: Feedback Form
feedback type: complaint
email2:
first name:
family name: >
phone number
address: ■
city:
province state
postal code:
country: (
time_contact-hh: 11:00
date_month: April
date_day: 14
date_year: 2017
time_hh:
tim e mm:

location: CBSA 2720 Britannia Rd E, Mississauga

 1
2

PROTECTED A

The officers were very rude and impolite and didn't
let us speak to them.

She repeatedly harassed me

j

behaved very rude

certification: yes
Submit: Submit

M ozilla/5.0 (Windows NT 10.0; W OW 64) AppleW ebKit/537.36 (KHTML, like Gecko) Chrom e/57.0.2987.133
Safari/537.36

 H K U ItU Ih U A

From:
Sent:
To:
Subject:

April 19, 2017 08:55 PM
CBSA-ASFC_Complaints_Unit-Division_des_plaintes
W W W Form Submission

frmID: ccc
Confirmation: Thank you for sharing your feedback. Your message has been sent. For more information on how the
CBSA handles feedback, please visit our --FAQ Page--.
subject: Feedback Form
feedback type: complaint
e m ail2:;
first name:
family name:
phone number:
address:
city:
province state:
postal code
country:
time_contact-hh: 16:00
date_month: April
date_day: 17
date_year: 2017
time_hh: :
tim e jrim :
location: YVR - Vancouver International Airport,

 asked me if I "had ever been in trouble with the law?"

aggressively stepped oetween us ana motioned witn ms hand towards the plane, saying "get out or nere, w e're done
with you." I

jncalled for and insulting.

incredibly unprofessional

lost control of his emotions and was not able to maintain the decorum
expected of a person in his position. I

certification: yes
Submit: Submit

M ozilla/5.0 (Macintosh; Intel Mac OS X 10_11_6) AppleW ebKit/601.7.8 (KHTML, like Gecko) Version/9.1.3 Safari/601.7.8

 1

From:
Sent:
To:
Subject:

PROTECTED A

April 19,2017 08:55 PM
CBSA-ASFC_Complaints_Unit-Division_des_plaintes
W W W Form Submission

frmID: ccc
Confirmation: Thank you for sharing your feedback. Your message has been sent. For more information on how the
CBSA handles feedback, please visit our --FAQ Page--.
subject: Feedback Form
feedback type: complaint
e m ail2:;
first name:
family name:
phone number: i
address:
city:
province state:
postal code:
country:
time_contact-hh: 16:00
date_month: April
date_day: 17
date_year: 2017
time_hh:
tim e mm:

location: YVR - Vancouver International Airport,

 1

he then asked me if I "had ever been in trouble with the law?"

aggressively stepped between us

pointed his finger directly at my face

loud and aggressive tone,

unprofessional
lost control of his emotions

certification: yes
Submit: Submit

M ozilla/5.0 (Macintosh; Intel Mac OS X 10_11_6) AppleW ebKit/601.7.8 (KHTML, like Gecko) Version/9.1.3 Safari/601.7.8

 PROTECTED A

1

From:
Sent:
To:
Subject:

April 19, 2017 08:55 PM
CBSA-ASFC_Complaints_Unit-Division_des_plaintes
W W W Form Submission

frmID: ccc
Confirmation: Thank you for sharing your feedback. Your message has been sent. For more information on how the
CBSA handles feedback, please visit our --FAQ Page--.
subject: Feedback Form
feedback type: complaint
email2:
first name:
family name:
phone number:
address::
city :'
province state:
postal code:'
country:
time_contact-hh: 16:00
date_month: April
date_day: 17
date_year: 2017
time_hh:
tim e mm:

location: YVR - Vancouver International Airport,

 1

ne tnen asKea me it i "naa ever oeen in trouble witn tne ia w r

aggressively stepped between us ;

pointed his finger directly at my face

loud and aggressive to n e ,'

incredibly unprofessional
lost control of his emotions

certification: yes
Submit: Submit

M ozilla/5.0 (Macintosh; Intel Mac OS X 10_11_6) AppleW ebKit/601.7.8 (KHTML, like Gecko) Version/9.1.3 Safari/601.7.8

 PROTECTED A

From:
Sent:
To:
Subject:

April 20, 2017 11:36 PM
CBSA-ASFC_Complaints_Unit-Division_des_plaintes
W W W Form Submission

frmID: ccc
Confirmation: Thank you for sharing your feedback. Your message has been sent. For more information on how the
CBSA handles feedback, please visit our --FAQ Page--.
subject: Feedback Form
feedback type: comment
email2:
first name:
family name:
phone number:
address:
city:
province state
postal code:
country:
date_month: April
date_day: 16
date_year: 2017
time_hh:
tim e mnr

location: Toronto Airport

l

  

2 PROTECTED A

certification: yes

PROTECTED A

3

Submit: Submit

M ozilla/5.0 (Windows NT 6.1; W O W 64) AppleW ebKit/537.36 (KHTML, like Gecko) C hrom e/57.0.2987.133 Safari/537.36

3

 Payette, Ryan

From:
Sent:
To:
Subject:

April zi , zm / uy:uz pm
CBSA-ASFC_Complaints_Unit-Division_des_plaintes
Soumission du formulaire W W W

frmID: ccc
Confirmation: Merci d'avoir partage votre retroaction. Votre message a ete envoye. Pour plus d'information sur la fagon
dont I'ASFC traite la retroaction, veuillez visiter notre --page FAQ--sujet: Formulaire de retroaction
type de retroaction: Plainte
courriel2:
prenom:
nom de famille:
numero de telephone:
adresse:
ville:
province etat:
code postal:
pays:
time_contact-hh: 11:00
d a te jo u r: 14
date_mois: avril
date_annee: 2017
te m p _ h h ::
tem p_m m
lieu: Aeroport Toronto

 CBSA- ReleasedundertheAccesstoInformationAct.

1

attestation: yes
Submit: Soumettre

M ozilla/5.0 (Windows NT 6.1) AppleW ebKit/537.36 (KHTML, like Gecko) C hrom e/57.0.2987.133 Safari/537.36

 Payette, Ryan

From:
Sent:
To:
Subject:

April 23, 2017 06:24 PM
CBSA-ASFC_Complaints_Unit-Division_des_plaintes
W W W Form Submission

frmID: ccc
Confirmation: Thank you for sharing your feedback. Your message has been sent. For more information on how the
CBSA handles feedback, please visit our --FAQ Page--.
subject: Feedback Form
feedback type: complaint
email2:
first name:
family name:
phone number:
address:!
city:
province state:
postal code:'
country:
time_contact-hh: 11:00
date_month: April
date_day: 13
date_year: 2017
time_hh:
tim e mm:

location: yvr-Vancouver Int.Airport PasengerOPs

 He shot me a distainful lo o k ;

demeaning reriections in tne voice,
he is so condescending and demeaning.

these two officers
became so agitated that I had dared to question their authority or methods,to the point of the glaring eyes and the
menacing implied threat

certification: yes
Submit: Submit

M ozilla/5.0 (Windows NT 6.1; W OW 64; Trident/7.0; rv:11.0) like Gecko

 1

From:
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To:
Subject:

PROTECTED A

April 24, 2017 12:02 PM
CBSA-ASFC_Complaints_Unit-Division_des_plaintes
W W W Form Submission

frmID: ccc
Confirmation: Thank you for sharing your feedback. Your message has been sent. For more information on how the
CBSA handles feedback, please visit our --FAQ Page--.
subject: Feedback Form
feedback type: comment
email2:
first name:
family name:
phone number:
address:
city:
province state: <
postal code:
country:
date_month: April
date_day: 06
date_year: 2017
time_hh: i
tim e mm: (

location: Montreal International Airport (YUL)

 CBSA- ReleasedundertheAccesstoInformationAct.
ASFC- Divulgationenvertudelaloi surI'AccesaI’informati

1

walking away, the agent then lets out a comment to her colleague, saying: "I don't get how people can come here and-"
(she then stopped herself.)
The agent's attitude was unwelcoming,

certification: yes
Submit: Submit

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Safari/537.36 OPR/44.0.2510.857

 1

From:
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To:
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PROTECTED A

April 24, 2017 02:50 PM
CBSA-ASFC_Complaints_Unit-Division_des_plaintes
WWW Form Submission

frmID: ccc
Confirmation: Thank you for sharing your feedback. Your message has been sent. For more information on how the
CBSA handles feedback, please visit our --FAQ Page--.
subject: Feedback Form
feedback type: complaint
email2:
first name:.
family name:
phone number:
address:
city:
province state:
postal code:
country:
time_contact-hh: 11:00
date_month: April
date_day: 22
date_year: 2017
time_hh: (
time mm:

location: Montreal Airport Trudeau

 1

the agent was absolutely horrible and even threatened her,

agent taunting her saying she will miss her
plane.

certification: yes
Submit: Submit

Mozilla/5.0 (Windows NT 10.0; Win64; x64) AppleWebKit/537.36 (KHTML, like Gecko) Chrome/51.0.2704.79
Safari/537.36 Edge/14.14393

 1

PROTECTED A

From:
Sent:
To:

April 24, 2017 06:58 PM

Subject:

Soumission du formulaire WWW

CBSA-ASFC_Complaints_Unit-Division_des_plaintes

frmID: ccc
Confirmation: Merci d'avoir partage votre retroaction. Votre message a ete envoye. Pour plus d'information sur la fagon
dont I'ASFC traite la retroaction, veuillez visiter notre --page FAQ-.
sujet: Formulaire de retroaction
type de retroaction: Plainte
courriel2:
prenom:
nom de famille:
numero de telephone: •
adresse:
ville:
province etat:
code postal:
pays:
time_contact-hh: 13:00
datejour: 05
date_mois: fevrier
date_annee: 2017
tem p_hh::
temp_mm: - mm lieu: aeroport de Montreal

 1
2

PROTECTED A

j ai ete menacee tres durement

attestation: yes
Submit: Soumettre

Mozilla/5.0 (Windows NT 6.1; WOW64) AppleWebKit/537.36 (KHTML, like Gecko) Chrome/57.0.2987.133 Safari/537.36

 1

From:
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To:
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PROTECTED A

April 24, 2017 08:06 PM
CBSA-ASFC_Complaints_Unit-Division_des_plaintes
WWW Form Submission

frmID: ccc
Confirmation: Thank you for sharing your feedback. Your message has been sent. For more information on how the
CBSA handles feedback, please visit our --FAQ Page--.
subject: Feedback Form
feedback type: complaint
email2: i
first name:
family name:
phone number:
address:
city:
province state:
postal code:
country:
time_contact-hh: 10:00
date_month: April
date_day: 11
date_year: 2017
time hh:
time mm:

 1

PROTECTED A

acted totally unreasonably in refusing me permission to board

certification: yes
Submit: Submit

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Safari/537.36 Edge/14.14393

 1

From:
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To:
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PROTECTED A

April 24,2017 07:41 PM
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WWW Form Submission

frmID: ccc
Confirmation: Thank you for sharing your feedback. Your message has been sent. For more information on how the
CBSA handles feedback, please visit our --FAQ Page--.
subject: Feedback Form
feedback type: complaint
email2:
first name:
family name:
phone number:
address:
city:
province state:
postal code:
country:
time_contact-hh: 10:00
date_month: April
date_day: 11
date_year: 2017
time_hh:
time mm:

l

  

2 PROTECTED A

he
would not clear me to board the flight.

D D H T U rT U n A

certification: yes
Submit: Submit

Mozilla/5.0 (Windows NT 10.0; Win64; x64) AppleWebKit/537.36 (KHTML, like Gecko) Chrome/51.0.2704.79
Safari/537.36 Edge/14.14393

3

 1

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From:
Sent:
To:

CBSA-ASFC_Complaints_Unit-Division_des_plaintes

Subject:

WWW Form Submission

April 24, 2017 10:13 PM

frmID: ccc
Confirmation: Thank you for sharing your feedback. Your message has been sent. For more information on how the
CBSA handles feedback, please visit our--FAQ Page--.
subject: Feedback Form
feedback type: complaint
email2:
first name
family name:
phone number:
address:
city:
province state:
postal code:
country:
time_contact-hh: 10:00
date_month: April
date_day: 24
date_year: 2017
time_hh:
time_mm:
location: Toronto Airport YYZ

stopped for questioning and was delayed for 45 minutes at the customs.

 1
2

PROTECTED A

His phone was searched and he was threatened to arrest him.

certification: yes
Submit: Submit

Mozilla/5.0 (Windows NT 10.0; Win64; x64) AppleWebKit/537.36 (KHTML, like Gecko) Chrome/51.0.2704.79
Safari/537.36 Edge/14.14393

 PROTECTED A

From:
Sent:
To:
Subject:

April 25, 2017 09:42 AM
CBSA-ASFC_Complaints_Unit-Division_des_plaintes
WWW Form Submission

frmID: ccc
Confirmation: Thank you for sharing your feedback. Your message has been sent. For more information on how the
CBSA handles feedback, please visit our --FAQ Page--.
subject: Feedback Form
feedback type: complaint
email2:
first nam e:'
family name:
phone number:
address:
city:
province state: <
postal code:
country:
time_contact-hh: 17:00
date_month: April
date_day: 23
date_year: 2017
time_hh:
time mm:

location: Brittania Rd, Toronto

l

 2

PROTECTED A

She just wouldn't listen to me and
insisted that

speaking to any client with disrespect
and disregard

2

 PROTECTED A

certification: yes
Submit: Submit

Mozilla/5.0 (Windows NT 6.1; Trident/7.0; rv:11.0) like Gecko

3

 1

PROTECTED A

From:
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To:
Subject:

April 25, 2017 05:34 PM
CBSA-ASFC_Complaints_Unit-Division_des_plaintes
WWW Form Submission

frmID: ccc
Confirmation: Thank you for sharing your feedback. Your message has been sent. For more information on how the
CBSA handles feedback, please visit our --FAQ Page--.
subject: Feedback Form
feedback type: comment
email2:
first name:

j

family name:
phone number:
address:
city:
province state:
postal code:
country:
time_contact-hh: 17:00
date_month: April
date_day: 25
date_year: 2017
time_hh:
time mm:

location: Vancouver

 He was very rude.

he had to answer aggressively v

certification: yes
Submit: Submit

Mozilla/5.0 (iPhone; CPU iPhone OS 10_3_1 like Mac OS X) AppleWebKit/603.1.30 (KHTML, like Gecko) Version/10.0
Mobile/14E304 Safari/602.1

 1

From:
Sent:
To:
Subject:

PROTECTED A

April 26, 2017 05:28 PM

CBSA-ASFC_Complaints_Unit-Division_des_plaintes
WWW Form Submission

frmID: ccc
Confirmation: Thank you for sharing your feedback. Your message has been sent. For more information on how the
CBSA handles feedback, please visit our --FAQ Page--.
subject: Feedback Form
feedback type: complaint
email2
first name
family name:
phone number:
address:
city:
province state:
postal code:
country:
time_contact-hh: 12:00
date_month: April
date_day: 25
date_year: 2017
time_hh: :
time mm:

location: YVR

 1
2

PROTECTED A

During the "interview" she was
treated very rudely and asked leading questions
This male agent performed a PHYSICAL search
present.

certification: yes
Submit: Submit

Mozilla/5.0 (Windows NT 6.1; rv:53.0) Gecko/20100101 Firefox/53.0

without a female agent or any other witness

 1

Recourse Directorate I
Direction des re<gmo
RECEIVED - RB*§djECTEi  a

APR I 3 2017
Bonjour

P6

File No._______

.

B el.____________________

I'aeroport de Elliot Trudeau a
Montreal ■

Done cet agent, dont son tenu officiel, et son badge ne mentionne
aucunement une relation avee I'agence des services Frontaliers du
Canada, la police, ou une agence de securite du gouvernement, m'a
demande si je ramene de i'argent cash avec moi,

 CBSA- Released um 91 the Access #2 \Mnrmamm Ac 
ASFC Irmlgahan en vein :12 \a \m su? \?Acses I?mla?mahan

PROTECTED A

Recourse D irectorate
Diiec11_«„
*#*#*,/urs
R E C S I^ S ^ P ^ E G U

APR 1 8 2017
concern;
Fife

M f%

 2

PROTECTED A

office of Canada
border Sendees Agency at Vancouver International Airport, i felt unfair, I felt
discrimination

 1

PROTECTED A

From:
Sent:
To:
Subject:

April 27, 2017 12:53 PM
CBSA-ASFC_Complaints_Unit-Division_des_plaintes
WWW Form Submission

frmID: ccc
Confirmation: Thank you for sharing your feedback. Your message has been sent. For more information on how the
CBSA handles feedback, please visit our --FAQ Page--.
subject: Feedback Form
feedback type: complaint
email2:
first name:

j

family name:
phone number
address:
city:
province state:
postal code:
country:
date_month:
date_day: 25
date_year: 2017
timejTim : - mm location: Toronto airport
feedback: Hello.

the lack of
professionalism

 1
he had
been going through my files without even having informed me.
absolutely unprofessional, cunning and deceptive to take my phone with the excuse of
checking my ticket and then going through my files.

certification: yes
Submit: Submit

Mozilla/5.0 (Linux; Android 6.0.1; SM-T550 Build/MMB29M) AppleWebKit/537.36 (KHTML, like Gecko)
Chrome/57.0.2987.132 Safari/537.36

 1

PROTECTED A

From:
Sent:
To:
Subject:
Please provi

CBSA-ASFC_Appeals-Appels
April 27, 2017 01:44 PM
CBSA-ASFC_Complaints_Unit-Division_des_plaintes
a cfn for this client.

Thanks
Appeals

From: RCMS-SGRR@cbsa-asfc.gc.ca [mailto:RCMS-SGRR@cbsa-asfc.gc.ca]
Sent: April 20, 2017 1:40 PM
To: CBSA-ASFC_AppeaIs-Appels; CBSA-ASFC_RCMS-SGRR
Subject: Online submission has been processed

RCMS Enforcement
A new Online Submission has been added to RCMS Enforcement.
The appeal details are attached below.

Launch RCMS Enforcement

SGRR Execution de la loi
Une nouvelle soumission electronique a ete ajoutee au SGRR Execution de la loi.
Les details de I'appel sont inclus ci-dessous.

Quvrir S G R R Execution de la loi

fmrID: rcms2016c

l

 2

PROTECTED A

date ttp action: 2017-03-27
client type: individual [appellantType=l]
client first name
client surname:
client address:
client city:
client country:
client province/state
client postal/zip code:
client phone number:
client phone number type

officer

he was incredibly rude
The officer ignored me and acted like he was deaf.,
Officer

took my phone, with a smug smirk on his face,

requested

my password took the phone and told me to "go sit over there"
Officer

Then starts asking me

accusatory.

certificationField: yes
date submitted: 2017-04-20
language: english [language=l]

2

in an extremely

 PROTECTED A

3
notarobot: 1
Submit: Submit

Mozilla/5.0 (Macintosh; Intel Mac OS X 10_11_3) AppleWebKit/537.36 (KHTML, like Gecko) Chrome/56.0.2924.87 Safari/537.36

3

 1

From:
Sent:
To:
Subject:
frmID: ccc

PROTECTED A

April 27, 2017 07:21 PM

CBSA-ASFC_Complaints_Unit-Division_des_plaintes
WWW Form Submission

Confirmation: Thank you for sharing your feedback. Your message has been sent. For more information on how the
CBSA handles feedback, please visit our --FAQ Page--.
subject: Feedback Form
feedback type: complaint
email2
first name:
family name:
phone number:
address:
city:
province state:
postal code:
country:
time_contact-hh: 10:00
date_month: April
date_day: 27
date_year: 2017
time_hh:
time_mm:
location: Toronto Airport, Connections Canada Customs booth
feedback:
the behaviour of the custom officers who

 1
2

protected

A interviewed me was extremely rude and unnecessarily intimidating.

certification: yes
Submit: Submit

Mozilla/5.0 (Macintosh; Intel Mac OS X 10_11_6) AppleWebKit/603.1.30 (KHTML, like Gecko) Version/10.1
Safa ri/603.1.30

 PROTECTED A

1

From:
Sent:
To:
Subject:

April 28, 2017 02:22 AM
CBSA-ASFC_Complaints_Unit-Division_des_plaintes
WWW Form Submission

identification: victim
confirm:
first_name:
family_name:
phone:
address: I
city:
province_state: postal_zip:'
country: (
tim ejrim : - mm staff_contact:
date_month: April
date_day: 22
date_year: time_hh^
time_mm2:
information: on
location: Vancouver international airport
feedback:

 1
2

PROTECTED A

he would not answer and was rude,

After a wait i

called over to anther CBSA officer and he was very vague a

certification: yes
Submit: Submit

Mozilla/5.0 (iPad; CPU OS 10_3_1 like Mac OS X) AppleWebKit/603.1.30 (KHTML, like Gecko) Version/10.0
Mobile/14E304 Safari/602.1

 1

From:
Sent:
To:
Subject:
frmID: ccc

PROTECTED A

April 28, 2017 12:56 PM
CBSA-ASFC_Complaints_Unit-Division_des_plaintes
WWW Form Submission

Confirmation: Thank you for sharing your feedback. Your message has been sent. For more information on how the
CBSA handles feedback, please visit our --FAQ Page--.
subject: Feedback Form
feedback type: complaint
email2: j
first name:
family name: (
phone number:
address:
city:
province state:
postal code:
country:
time_contact-hh: 17:00
date_month: April
date_day: 25
date_year: 2017
timejTim : - mm -

location: Vancouver International Airport

service provider:

: bsa

 1
2

PROTECTED A

feedback: To Whom This May Concern:
we found the
CBSA form that indicated to us our luggage had been opened and searched.
However,
items were missing and/or damaged.

certification: yes
Submit: Submit

 PROTECTED A

1

From:
Sent:
To:
Subject:

CBSA-ASFC_RCMS-SGRR
April 23, 2017 11:44 AM
CBSA-ASFC_Appeals-Appels; CBSA-ASFC_RCMS-SGRR
Online submission has been processed

Follow Up Flag:
Flag Status:

Follow up
Completed

RCMSE nforcem ent
A new Online Submission has been added to RCMS Enforcement.
The appeal details are attached below.

Launch RCMS Enforcement

SGRR Execution de la loi
Une nouvelle soumission electronique a ete ajoutee au SGRR Execution de la loi.
Les details de I'appel sont inclus ci-dessous.

Ouvrlr S G R R Execution de la loi

fmrID: rcms2016c

date of action: 2017-04-17
client type: individual [appellantType=l]
client first name:

1

 2 client
surname
client address:
client city:
client country:
client province/state:
client postal/zip code:
client phone number
client phone number type:

]

PROTECTED A
detailsField:
the customer officer just
like a money seek and want to rob our money into their pocket, that is tolerable and unbelievable rube and barely educated.

certificationField: yes
date submitted: 2017-04-23
language: english [language=l]
notarobot: 1
Submit: Submit

Mozilla/5.0 (Macintosh; Intel Mac OS X 10_12_4) AppleWebKit/603.1.30 (KHTML, like Gecko) Version/10.1 Safari/603.1.30

 1

From:
Sent:
To:
Subject:
frmID: ccc

PROTECTED A

April 29,2017 09:19 PM
CBSA-ASFC_Complaints_Unit-Division_des_plaintes
WWW Form Submission

Confirmation: Thank you for sharing your feedback. Your message has been sent. For more information on how the
CBSA handles feedback, please visit our --FAQ Page--.
subject: Feedback Form
feedback type: comment
email2:
first name:
family name:
phone number:
address:
city:
province state:
postal code:
country:
time_contact-hh: 10:00
date_month: April
date_day: 27
date_year: 2017
time_hh:
tim ejTim :
location: Toronto International Airport YYZ
feedback:

 1
2

PROTECTED A

CBSA officer was unprofessional
First of all the officer failed to be courteous.
CBSA officers are legally entitled to ask any questions to any individuals entering the border but this does not
required to be rude.
the officer was CHEWING GUM WHILE ADDRESSING TO THE
MEMBER OF THE PUBLIC.

certification: yes
Submit: Submit

Mozilla/5.0 (Macintosh; Intel Mac OS X 10_9_5) AppleWebKit/601.7.8 (KHTML, like Gecko) Version/9.1.3
Safari/537.86.7

 Payette, Ryan

From:
Sent:
To:
Subject:
frmID: ccc

April 30, 2017 03:07 AM
CBSA-ASFC_Complaints_Unit-Division_des_plaintes
WWW Form Submission

Confirmation: Thank you for sharing your feedback. Your message has been sent. For more information on how the
CBSA handles feedback, please visit our --FAQ Page--.
subject: Feedback Form
feedback type: complaint
email2:
first name:
family name:
phone number: i
address:
c ity :'
province state:
postal code:
country:
time_contact-hh: 15:00
date_month: April
date_day: 29
date_year: 2017
time_hh: i
time mm: <
location: Pearson airport

 feedback:

officer questioned me like I am criminal
she very passive aggressive
1

certification: yes
Submit: Submit

Mozilla/5.0 (iPhone; CPU iPhone OS 10_3_1 like Mac OS X) AppleWebKit/602.1.50 (KHTML, like Gecko)
CriOS/56.0.2924.79 Mobile/14E304 Safari/602.1

 Payette, Ryan

From:
Sent:
To:
Subject:
frmID: ccc

April 30, 2017 01:38 PM
CBSA-ASFC_Complaints_Unit-Division_des_plaintes
WWW Form Submission

Confirmation: Thank you for sharing your feedback. Your message has been sent. For more information on how the
CBSA handles feedback, please visit our --FAQ Page--.
subject: Feedback Form
feedback type: complaint
email2:
first name:
family name:
phone number:
address:
city:
province state:
postal code:
country:
time_contact-hh: 17:00
date_month: April
date_day: 30
date_year: 2017
time_hh:
time mm:
location: Montreal YUL

 feedback:

1

Ma plainte sur ['interpretation erronnee et abusive de la douaniere <

La douaniere a demontre une exces de zele et un manque de jugement en appliquant un avertissement au dossier,
certification: yes
Submit: Submit

Mozilla/5.0 (Linux; Android 7.0; SM-N920W8 Build/NRD90M) AppleWebKit/537.36 (KHTML, like Gecko)
Chrome/57.0.2987.132 Mobile Safari/537.36

 Payette, Ryan

From:
Sent:
To:
Subject:
frmID: ccc

April 30, 2017 06:38 PM
CBSA-ASFC_Complaints_Unit-Division_des_plaintes
WWW Form Submission

Confirmation: Thank you for sharing your feedback. Your message has been sent. For more information on how the
CBSA handles feedback, please visit our --FAQ Page--.
subject: Feedback Form
feedback type: complaint
email2: i
first name:
family name:
phone number:
address: <
city:
province state:
postal code:
country:
time_contact-hh: 12:00
date_month: April
date_day: 07
date_year: 2017
time_hh:
time_mm:
location: Toronto Pearson Airport, Terminal #1 Customs/lmmigration
feedback: To whom it may concern:

 1

The initial agent
in the main area was professional and
courteous. However, I can not say that for the Border Agent in your baggage area.

the agent was acting strange and unnecessarily aggressive I asked to see
a supervisor. He appeared angry about my request and threatened to send me back
apparently as retaliation.
his name, which he
made every attempt to conceal.

Another agent
he also was very professional and courteous.

certification: yes
Submit: Submit

Mozilla/5.0 (Macintosh; Intel Mac OS X 10_12_4) AppleWebKit/603.1.30 (KHTML, like Gecko) Version/10.1
Safari/603.1.30

 Payette, Ryan

From:
Sent:
To:
Subject:
frmID: ccc

May 1, 2017 03:44 AM
CBSA-ASFC_Complaints_Unit-Division_des_plaintes
WWW Form Submission

Confirmation: Thank you for sharing your feedback. Your message has been sent. For more information on how the
CBSA handles feedback, please visit our --FAQ Page--.
subject: Feedback Form
feedback type: complaint
email2:
first name:
family name:
phone number:
address:
city:
province state:
postal code:
country:
time_contact-hh: 09:00
date_month: April
date_day: 27
date_year: 2017
time mm: - mm location: LBPIAT3

 this interpreter had great hostility to me. I

She didn't translate,

She just insulted me and intimidated me and I could feel she was so proud and
so happy.
she stared at me and intimidated me even
harder.

certification: yes
Submit: Submit

Mozilla/5.0 (Windows NT 10.0; WOW64; Trident/7.0; Touch; rv:11.0) like Gecko

 Payette, Ryan

From:
Sent:
To:
Subject:

RCMS-SGRR@cbsa-asfc.gc.ca
April 13, 2017 01:04 PM
CBSA-ASFC_Appeals-Appels; CBSA-ASFC_RCMS-SGRR
Online submission has been processed

RCMS Enforcement
A new Online Submission has been added to RCMS Enforcement.
The appeal details are attached below.

Launch RCMS Enforcement

SGRR Execution de la loi
Line nouvelle soumission electronique a ete ajoutee au SGRR Execution de la loi.
Les details de I'appel sont inclus ci-dessous.

Ouvrir SGRR Eiceeution de la loi

enforcement action appeal: yes

date of action: 2017-04-07
client type: individual [appellantType=l]
client first name:
client surname: I
client address: 7

1

 JertheAccesstoInformationAct.

client city:
client country:
client province/state:
client postal/zip code:
client phone number:
client phone number type:

detailsField: Hello
treated very unfarily at the airport by your staff, he was being very rude, and was looking for things to
take

certificationField: yes
date submitted: 2017-04-13
language: english [language=l]
notarobot: 1
Submit: Submit

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 April 5, 2017

Recourse Directorate
Canada Border Services Agency
333 North River Rd, Tower A, 11th Floor
Ottawa, ON
K1A 0L8
Subject:

Recourse

To Whom It May Concern:

 DETAILED SUMMARY OF EVENT

the agent
immediately adopted a hostile tone - later frequently looking to her colleague and seemingly rolling her
eyes incredulously at our interaction, r

Page 2

  

agent had reached the peak of her and accused me

Page 3

 

Payette, Ryan

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time_contact-hh: 10:00
date_month: April
date_day: 29
date_year: 2017
time_hh: :
time mm:
location: Pearson International Airport

 1

very demeaning way and asked 'where am I coming from?'
questions that made no sense s
talking down to me persistently.

certification: yes
Submit: Submit

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He said 'come here' in a
After that he asked me a series of

 Payette, Ryan

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phone number
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postal code:
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time_contact-hh: 09:00
date_month: April
date_day: 09
date_year: 2017
time_hh:
time mm:
location: Toronto Airport

 Submit: Submit

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 CBSA■ReleasedundertheAccesstoInformationAct.
ASFC■Divulgationenvertudelaloi sur I’AccesaI’informati

Payette, Ryan
From:
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CBSA-ASFC_CONTACT
May 4, 2017 03:50 PM
CBSA-ASFC_Complaints_Unit-Division_des_plaintes

Subject:
Hello Complaints Unit,

FW:

Client complaint (en francais) in regards to lack of privacy during his customs clearance for your action.
We are closing this transaction on our end.

Thank you,
David Lamoureux
A/Technical Advisor, Border Information Services and Contact Us Canada
Border Services Agency / Government of Canada
david.lamoureux@cbsa-asfc.qc.ca / Tel 1-204-983-3413 / TTY: 866-335-3237
Conseiller Technique/I, Service d'information sur la frontiere et Contactez-nous Agence
des services frontaliers du Canada / Gouvernement du Canada
david.lamoureux@cbsa-asfc.gc.ca/ Tel 1-204-983-3413/ATS: 866-335-3237

From:
May 4, 2017 3:36 AM
To: contact@cbsa.gc.ca
Subject:

' Sent:

j la fa?on de m avoir interroger dans l'aeroport devant en plein milieu d'une place public manque un
peu de courtoisie .L'agent ma posee beaucoup de questions

 Payette, Ryan

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Soumission du formulaire WWW

Confirmation: Merci d'avoir partage votre retroaction. Votre message a ete envoye. Pour plus d'information sur la fa?on
dont I'ASFC traite la retroaction, veuillez visiter notre --page FAQ--.
sujet: Formulaire de retroaction
type de retroaction: Plainte
courriel2:
prenom:
nom de famille:
numero de telephone:
adresse:
ville:
province etat: (
code postal:
pays:
time_contact-hh: 09:00
d a te jo u r: 30
date_mois: avril
date_annee: 2017
te m p jih :
te m p jn m :
lieu: Aeroport Elliot Trudeau

 1

J'ai ete victime de profilage racial

II m'a pose des questions : est-ce que c'est mon seul bagage a main, est-ce que je ramene de I'alcool.

attestation: yes
Submit: Soumettre

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 Payette, Ryan

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email2
first name:
family name:
phone number:
address:
city:
province state:

I

postal code:'
country:
time_contact-hh: 09:00
date_month: May
date_day: 04
date_year: 2017
time_hh: :
time mm:
location: YVR Airport immigration and agriculture office

 These two guys were so rude and unwilling to even try to look into my situation

certification: yes
Submit: Submit

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 Payette, Ryan

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email2:
first name: I
family name:
phone number:
address:
city:
province state:
postal code:
country:
time_contact-hh: 12:00
date_month: May
date_day: 05
date_year: 2017
time_hh:
time mm: (
location: Vancouver Airport

 feedback:
l

I
training has resulted in arrogant, preponderant, despot officers who abuse their roles and power.

certification: yes
Submit: Submit

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'his lack of

 Payette, Ryan

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May 9, 2017 09:13 PM
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feedback type: complaint
email2:
first name:
family name:
phone number:
address:
city:
province state:
postal code:
country:
date_month: April
date_day: 30
date_year: 2017
time_hh:
timejTim:

location: Toronto Lester B. Pearson International Airport - Terminal III
feedback: (

 1

a custom officer, he asked for my phone and as he was going through it he started making inappropriate
personal comments about by text messages.

visibly irritated he
rudely kept on with the the

questions -

certification: yes
Submit: Submit

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 Payette, Ryan

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May 10, 2017 05:20 PM
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subject: Feedback Form
feedback type: compliment
email2: i
first name:
family name:
phone number: ■
address:
city:
province state:
postal code:
country:
time_contact-hh: 17:00
date_month: May
date_day: 04
date_year: 2017
time_hh: :
tim e jrim :
location: Toronto
feedback: Hello,

 1

I

a complaint about the treatm ent of airport staff, specifically of the police personnel where one

shows the passport when arriving. They made me feel humiliated

certification: yes
Submit: Submit

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 Payette, Ryan

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May 10, 2017 07:41 PM
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frmID: ccc
Confirmation: Thank you for sharing your feedback. Your message has been sent. For more information on how the
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subject: Feedback Form
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email2:
first name:
family name:
phone number:
address:
city:
province state:
postal code:
country:
time_contact-hh: 10:00
date_month: May
date_day: 03
date_year: 2017
time_hh: i
tim e mm:

location: Vancouver Airport

 feedback:

l

we
were serviced by Officer

who was curt but professional.

this unwarranted and inappropriate statement and violation of privacy.
The statement was unnecessary and highly unprofessional.

such unprofessional behavior and poor judgment from a Canadian official.

certification: yes
Submit: Submit

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IE8Mercury

 Payette, Ryan

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May 12, 2017 09:06 AM
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subject: Feedback Form
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email2: i
first name: <
family name:
phone number:
address:
city:
province state
postal code:
country:
time_contact-hh: 11:00
date_month: February
date_day: 25
date_year: 2017
time_hh:
tim e mm: - mm -

location: Pearson International

l

 outrageously rude and disre!
spectful.
i

He then said "I hope you're comfortable

"because you're going to

be here a longtim e".

his tem peram ent and entire lack ot professionalism was offensive.

He
then proceeded to take EVERY SINGLE item out of both of my bags...
and he tossed EVERY ITEM on a pile on his steel bench.
He laughed at this request.!

2

 certification: yes
Submit: Submit

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3

 Payette, Ryan

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May 12, 2017 05:40 PM
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Confirmation: Thank you for sharing your feedback. Your message has been sent. For more information on how the
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subject: Feedback Form
feedback type: complaint
email2:
first name:
family name:
phone number:
address:
city:
province state:
postal code: 98036
country: USA
time_contact-hh: 17:00
date_month: November
date_day: 13
date_year: 2016
tim e mm: - mm -

 1

questioning me and it
was very intimidating.

, It looked like he did

everything in his power for me to miss my flight and enjoyed the process.

certification: yes
Submit: Submit

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M obile/14E304 Safari/602.1

 Payette, Ryan

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May 13, 2017 08:11 PM
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subject: Feedback Form
feedback type: complaint
email2:
first name:
family name:
phone number:
address:
city:
province state:
postal code:
country:
time_contact-hh: 12:00
date_month: May
date_day: 10
date_year: 2017
time_hh:
tim e mm: <

location: Toronto

 1
feedback

he
started yelling at me calling me a liar

certification: yes
Submit: Submit

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 Payette, Ryan

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May 13, 2017 08:25 PM
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subject: Feedback Form
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email2:
first name: f
family name:
phone number
address:
city:
province state:
postal code:
country:

time_contact-hh: 13:00
date_month: April
date_day: 20
date_year: 2017
time_hh:
timejTim : ■
location: Toronto Pearson International Airport
service provider: Canadian Border Services Agency

 1

unbelievably and blatantly bigoted
Our entire group

experience.

people was pulled aside for "random" questioning by CBSA personnel,

The questions we were asked indicated a complete lack
of any education
She asked questions

certification: yes
Submit: Submit

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 Payette, Ryan

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May 14, 2017 01:24 PM
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frmID: ccc
Confirmation: Thank you for sharing your feedback. Your message has been sent. For more information on how the
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subject: Feedback Form
feedback type: complaint
email2:
first name:
family name:  
phone number:
address:
city:
province state:
postal code:
country:
time_contact-hh: 16:00
date_month: May
date_day: 13
date_year: 2017
time_hh:
tim e mm:

location: Toronto Pearson Terminal 1

 l

a cbsa guard yelled out, "NO STOPPING AT THE EXITS".

he said in a very aggressive and
intimidating m a n n e r,1
I was harassed and threatened.

certification: yes
Submit: Submit

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 Payette, Ryan

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May 15, 2017 12:13 PM
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Confirmation: Thank you for sharing your feedback. Your message has been sent. For more information on how the
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subject: Feedback Form
feedback type: complaint
email2:
first name:
family name:
phone number:
address:
city:
province state:
postal code:
country:
time_contact-hh: 16:00
date_month: May
date_day: 01
date_year: 2017
time_hh: i
tim e mm:

location: YVR

 I was held by security and was escorted against my will to a CBSA screening area.

certification: yes
Submit: Submit

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 Payette, Ryan

From:
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May 17, 2017 10:21 AM
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subject: Feedback Form
feedback type: complaint
email2:
first name:
family name:
phone number:
address:
city:
province state:
postal code:
country:
time_contact-hh: 13:00
date_month: May
date_day: 12
date_year: 2017
time_hh:
tim e mm:

location: Pearson International Airport Terminal 3

 he was rude, insensitive and
aggressive,
the officer stated that they did not have the right for
legal counsel;

certification: yes
Submit: Submit

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 Payette, Ryan

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May 17, 2017 10:55 AM
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subject: Feedback Form
feedback type: complaint
email2:
first name:
family name:
phone number
address:
city:
province state:
postal code:
country:
date_month: February
date_day: 24
date_year: 2017
time_hh: i
tim e mm: <

location: Toronto Pearson Airport

 making fun of the
l
patient, imitating him in speech and gesture, calling him fat, and generally trying to get a laugh out of the others.

certification: yes
Submit: Submit

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 1

PROTECTED A

From:
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May 19, 2017 02:39 AM

Subject:

W W W Form Submission

CBSA-ASFC_Complaints_Unit-Division_des_plaintes

frmID: ccc
Confirmation: Thank you for sharing your feedback. Your message has been sent. For more information on how the
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subject: Feedback Form
feedback type: complaint
email2:
first name:
family name:
phone number:
address:
city:
province state:
postal code:
country:
date_month: M ay
date_day: 17
date_year: 2017
time_hh:
time_mm:
location: Vancouver YVR

we are greeted by pouty faced ,no so sense, no logic agents. They stare at us

 CBSA■ReleasedundertheAccesstoInformationAct.
ASFC■Divulgationenvertudelaloi surI’AccesaI’informati

1
2

i

^already making us feel like we are criminals and that we had killed someone

The issue is only with YVR custom agents, Calgary, Edmonton, Toronto, even the U.S customs isn't as bad as Vancouver
custom agents.

certification: yes
Submit: Submit

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Safa ri/6 0 3 .1.30

 PROTECTED A

From:
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May 20, 2017 07:36 AM
CBSA-ASFC_Complaints_Unit-Division_des_plaintes

Subject:

W W W Form Submission

frmID: ccc
Confirmation: Thank you for sharing your feedback. Your message has been sent. For more information on how the
CBSA handles feedback, please visit our --FAQ Page--.
subject: Feedback Form
feedback type: comment
email2:
first name:
family name:
phone number:
address:
city:
province state:
postal code:
country:
date_month: May
d ate_d ay:19
date_year: 2017
tim e _ h h ::
tim e _ m m :'
location: Toronto Pearson (Terminal 1)
feedback: Good day.
I would like to file a complaint against one of your Canada Border Services Agency (CBSA) agents.

 1
2

PROTECTED A

His style of questioning is offensive, insensitive, and could cause
some Canadians to feel "less Canadian"!

certification: yes
Submit: Submit

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 1

H K U ItU ItU A

From:
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May 20, 2017 08:38 AM
CBSA-ASFC_Complaints_Unit-Division_des_plaintes
W W W Form Submission

frmID: ccc
Confirmation: Thank you for sharing your feedback. Your message has been sent. For more information on how the
CBSA handles feedback, please visit our --FAQ Page--.
subject: Feedback Form
feedback type: complaint
email2:
first name:
family name:
phone number:
address:
city:
province state:
postal code:
country: I
time_contact-hh: 12:00
date_month: May
date_day: 15
date_year: 2017
time_hh:
tim e mm: ■
location

Toronto

 1

The agent of immigration to me and my family we find the poor attention of a
rude and arrogant person who at the beginning of the interview only showed bad tre a tm e n t1

certification: yes
Submit: Enviar

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 1

From:
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To:
Subject:

PROTECTED A

May 21, 2017 01:09 AM
CBSA-ASFC_Complaints_Unit-Division_des_plaintes
W W W Form Submission

frmID: ccc
Confirmation: Thank you for sharing your feedback. Your message has been sent. For more information on how the
CBSA handles feedback, please visit our --FAQ Page--.
subject: Feedback Form
feedback type: complaint
email2:
first name:
family name:
phone number:
address:
city:
province state:
postal code:
country:
time_contact-hh: 11:00
date_month: May
date_day: 18
date_year: 2017
time_hh:
tim e jT im
location: Vancouver International Airport
feedback: To Whom It May Concern,

 1
2

PROTECTED A

CBSA officers stopped me and started to question me

He and his partner started to question me
more and asked me to show him my itinerary

But my experience in that office
clearly an interrogation.

W hat makes a huge difference is the officers' tones and attitudes.

certification: yes
Submit: Submit

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 1

From:
Sent:
To:
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PROTECTED A

May 23, 2017 01:44 PM
CBSA-ASFC_Complaints_Unit-Division_des_plaintes
W W W Form Submission

frmID: ccc
Confirmation: Thank you for sharing your feedback. Your message has been sent. For more information on how the
CBSA handles feedback, please visit our --FAQ Page--.
subject: Feedback Form
feedback type: complaint
email2:
first name:
family name:
phone number: I
address:
city:
province state
postal code:
country:
time_contact-hh: 15:00
date_month: May
date_day: 23
date_year: 2017
time_hh:
tim e mm: (
location: Toronto, Pearson Airport, Terminal 3

 I

2

PROTECTED A

feedback: Hi,
I am writing to report a complaint about Officer
his poor public service, and a compliment about Officer

about

for his exceptional public

service.

but he continued to ignore me and did not speak to me.

i

His attitude was very aloof and arrogant. He treated me like that I was an
idiot by totally ignoring me.
Fortunately, Officer

was super helpful!

where I should go and what I should do.

explained in very details
He was very polite,

patient, and informative.
officer

and that female officer in the immigration office were super helpful, providing great service

and making my travel much easier.

certification: yes
Submit: Submit

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 Payette, Ryan

From:
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May 26, 2017 09:22 PM
CBSA-ASFC_Complaints_Unit-Division_des_plaintes
W W W Form Submission

frmID: ccc
Confirmation: Thank you for sharing your feedback. Your message has been sent. For more information on how the
CBSA handles feedback, please visit our --FAQ Page--.
subject: Feedback Form
feedback type: complaint
email2:
first name:
family name:
phone number:
address:
city: <
province state
postal code
country:
time_contact-hh: 12:00
date_month: May
date_day: 23
date_year: 2017
time_hh:
tim e mm:
location:

Vancouver

 ;- Divulgationenvert

1

Creemos que fuimos vfctimas de discriminacion

certification: yes
Submit: Enviar

Mozilla/5.0 (Linux; Android 6.0.1; SM-A520F Build/MMB29K) AppleWebKit/537.36 (KHTML, like Gecko)
Chrome/58.0.3029.83 Mobile Safari/537.36

 Payette, Ryan

From:
Sent:
To:
Subject:
frmID: ccc

May 27, 2017 05:19 PM
CBSA-ASFC_Complaints_Unit-Division_des_plaintes
WWW Form Submission

Confirmation: Thank you for sharing your feedback. Your message has been sent. For more information on how the
CBSA handles feedback, please visit our --FAQ Page--.
subject: Feedback Form
feedback type: complaint
email2:
first nam e:!
family name:
phone number:
address:;
c ity :'
province state:
postal code:
country:
time_contact-hh: 10:00
date_month: May
date_day: 27
date_year: 2017
time_hh:
tim e jT im ::
location: Toronto Pearson Airport Nexus office

service provider: CBSA

 l

The CBSA agent

began

questioning where we came from, country,

certification: yes
Submit: Submit

Mozilla/5.0 (iPad; CPU OS 9_3_5 like Mac OS X) AppleWebKit/601.1.46 (KHTML, like Gecko) GSA/27.0.155813979
Mobile/13G36 Safari/601.1

 Payette, Ryan

From:
Sent:
To:
Subject:
frmID: ccc

May 29, 2017 11:18 AM
CBSA-ASFC_Complaints_Unit-Division_des_plaintes
Soumission du formulaire WWW

Confirmation: Merci d'avoir partage votre retroaction. Votre message a ete envoye. Pour plus d'information sur la fa^on
dont I'ASFC traite la retroaction, veuillez visiter notre --page FAQ-sujet: Formulaire de retroaction
type de retroaction: Plainte
courriel2:
prenom:
nom de famille: <
numero de telephone:
adresse:
ville:
province etat:
code postal:
pays:
time_contact-hh: 09:00
d a te jo u r: 06
date_mois: mai
date_annee: 2017
temp_hh: i
temp m m ::
retroaction:

 l

attestation: yes
Submit: Enviar

Mozilla/5.0 (Windows NT 6.1; Win64; x64) AppleWebKit/537.36 (KHTML, like Gecko) Chrome/58.0.3029.110
Safari/537.36

 Payette, Ryan

From:
Sent:
To:
Subject:
frmID: ccc

May 29, 2017 01:27 PM
CBSA-ASFC_Complaints_Unit-Division_des_plaintes
WWW Form Submission

Confirmation: Thank you for sharing your feedback. Your message has been sent. For more information on how the
CBSA handles feedback, please visit our --FAQ Page--.
subject: Feedback Form
feedback type: complaint
email2:
first name:
family name:
phone number:
address:
city:
province state:

j

postal code:
country:
time_contact-hh: 10:00
date_month: May
date_day: 29
date_year: 2017
time_hh: :
time mm:
location: Toronto Pearson

 The customs officer was extremely rude to me.
He
l

made rude childish noises
he was again rude and refused.

certification: yes
Submit: Submit

Mozilla/5.0 (Linux; Android 6.0.1; SAMSUNG SM-N910W8 Build/MMB29M) AppleWebKit/537.36 (KHTML, like Gecko)
SamsungBrowser/4.0 Chrome/44.0.2403.133 Mobile Safari/537.36

 R eco urse D ire c to ra te
D irectio n des recours
R E C E IV E D - REQU

MAY 1S 201? ^
File No, ............

Recourse Directorate
,

Ref.____ _______ ,______

Canada Border Services Agency
Ottawa, On K1A OL8

To Whom It May Concern
I am complam'ng about harascm ert at the Toronto Pearson A h mm 1ermine 3.

I arn asking for compensation of
To my c

for damage done

 Payette, Ryan

From:
Sent:
To:
Subject:
Attachments:
Good afternoon,

CBSA-ASFC_VPOPS_Complaints-DGOPS_Plaintes
May 30, 2017 02:40 PM
CBSA-ASFC_Complaints_Unit-Division_des_plaintes
FW: CFN REQUEST: FW:

Could you please create a CFN for this complaint?
Thank you!

Cethia Hergholi-Funes
Administrative Assistant, Vice President’s Office, Operations Branch
Canada Border Services Agency   Government of Canada
Cethia.HergholiFunes@cbsa-asfc.gc.ca   (6 1 3 ) 9 5 2 - 8 3 -7 1

From: Vogt, Trevor On Behalf Of PAC-CBSA, Program Services Correspondence Unit Sent:
May 30, 2017 12:18 PM
To: CBSA-ASFC_VPOPS_Complaints-DGOPS_Plaintes <VPOPS_Complaints-DGOPS_Plaintes@cbsa-asfc.gc.ca>; Pejkovic,
Tony <Tony.Pejkovic@cbsa-asfc.gc.ca>; PAC-Dist_CBSA_Correspondence Unit
<333Dunsmuir_Complaints_Unit@cbsaasfc.gc.ca>; Sew Sen Lee, Christine <Christine.SewSenLee@cbsa-asfc.gc.ca>;
Sidhu, Sonia <Sonia.Sidhu@cbsaasfc.gc.ca>; Tse, Jackie <Jackie.Tse@cbsa-asfc.gc.ca>
Cc: PAC-CBSA, Program Services Correspondence Unit <PAC-CBSAProgramServicesCorrespondenceUnit@cbsaasfc.gc.ca>
Subject: CFN REQUEST:
Good Day,
We are requesting a CFN for this complaint.
Regards,

Trevor Vogt
Administrative Assistant, Operations Branch
Canada Border Services Agency / Government of Canada
Trevor.Vogt@cbsa-asfc.gc.ca / T e l.: 604-666-2651
Adjoint Administrative, Direction generale des operations
Agence des services frontaliers du Canada / Gouvernement du Canada Trevor.Vogt@cbsa-asfc.gc.ca
/T e l. : 604-666-2651

l

 From:
May 29, 2017 5:21 PM
To: PAC-CBSA, Program Services Correspondence Unit <PACCBSAProgramServicesCorrespondenceUnit(g>cbsaasfc.gc.ca>
Subject: FW:

Sent:

Officer Scott,

From:

Sent:

May-29-17 2:22 PM

To:
Subject:

2

  

was
subjected to very rude and accusatory treatment, 1

1

From:
Sent:
To:
Subject:
frmlD: ccc

PROTECTED A

May 31, 2017 04:47 PM
CBSA-ASFC_Complaints_Unit-Division_des_plaintes
Soumission du formulaire WWW

Confirmation: Merci d'avoir partage votre retroaction. Votre message a ete envoye. Pour plus d'information sur la fagon
dont I'ASFC traite la retroaction, veuillez visiter notre --page FAQ--.
sujet: Formulaire de retroaction
type de retroaction: Plainte
courriel2: <
prenom:
nom de famille:
numero de telephone:
adresse:
ville:
province etat:
code postal:
pays:
d a te jo u r: 02
date_mois: avril
date_annee: 2017
temp_hh:
te m p jn m :
lieu: Dorval

fournisseur de service: Douanes Canada

 l
a I'aeroport international Trudeau, I'agent

2

me pose les questions habituelles,

L'agent

me demande de voir les factures de mes achats.

: I'attitude aggressive
du douanier

attestation: yes
Submit: Soumettre

Mozilla/5.0 (Windows NT 6.1; WOW64; Trident/7.0; rv:11.0) like Gecko

 Payette, Ryan

From:
Sent:
To:
Subject:
frmID: ccc

June 5, 2017 09:20 AM
CBSA-ASFC_Complaints_Unit-Division_des_plaintes
WWW Form Submission

Confirmation: Thank you for sharing your feedback. Your message has been sent. For more information on how the
CBSA handles feedback, please visit our --FAQ Page--.
subject: Feedback Form
feedback type: complaint
email2:
first name:
family name:
phone number:
address:
city:
province state:
postal code:
country:
time_contact-hh: 10:00
date_month: June
date_day: 03
date_year: 2017
time_hh:
time mm:

location: Pearson Airport, Toronto

 1

She yelled at me
again to come over

she said something along the lines of, "Listen, when a Canadian Customs Officer tells you to do something, you DO
IT. It doesn't matter why, you do it and you DON'T ASK QUESTIONS."
While she was doing this she also practically snatched my form out of my hands and thrust it back at me when she
was done.

certification: yes
Submit: Submit

Mozilla/5.0 (Windows NT 6.1; WOW64; rv:53.0) Gecko/20100101 Firefox/53.0

 Payette, Ryan

From:
Sent:
To:
Subject:
frmID: ccc

June 6, 2017 10:30 AM
CBSA-ASFC_Complaints_Unit-Division_des_plaintes
Soumission du formulaire WWW

Confirmation: Merci d'avoir partage votre retroaction. Votre message a ete envoye. Pour plus d'information sur la fagon
dont I'ASFC traite la retroaction, veuillez visiter notre -page FAQ"sujet: Formulaire de retroaction
type de retroaction: Plainte
courriel2:
prenom:
nom de famille:
numero de telephone:
adresse:
ville: I
province etat: >
code postal
pays:
time_contact-hh: 15:00
d a te jo u r: 31
datejmois: mai
date_annee: 2017
temp_hh:
temp_mm:
lieu: Aeroport de Montreal

 1

De la, nous nous retrouvons face a une douaniere qui nous pose des questions concernant notre
entrees dans le pays. E

Submit: Soumettre

Mozilla/5.0 (Linux; Android 5.1; HTC Desire 626 Build/LMY470) AppleWebKit/537.36 (KHTML, like Gecko)
Chrome/57.0.2987.132 Mobile Safari/537.36

 Payette, Ryan

From:
Sent:
To:
Subject:
frmID: ccc

June 6, 2017 10:35 AM
CBSA-ASFC_Complaints_Unit-Division_des_plaintes
Soumission du formulaire WWW

Confirmation: Merci d'avoir partage votre retroaction. Votre message a ete envoye. Pour plus d'information sur la fagon
dont I'ASFC traite la retroaction, veuillez visiter notre --page FAQ-sujet: Formulaire de retroaction
type de retroaction: Plainte
courriel2:
prenom:
nom de famille:
numero de telephone:
adresse:
ville:
province etat:
code postal:
pays:
d a te jo u r: 31
date_mois: mai
date_annee: 2017
te m p h h :
te m p m m :
lieu: Aeroport de Montreal, Quebec
retroaction: Madame/Monsieur,

l

 De la, nous nous retrouvons face a une douaniere qui nous pose des questions concernant notre entrees dans le pays.

Merci de votre comprehension, cordialement.

ST FORT Prisca

2

 Payette, Ryan

From:
Sent:
To:
Subject:
frmID: ccc

June 6, 2017 11:34 PM
CBSA-ASFC_Complaints_Unit-Division_des_plaintes
WWW Form Submission

Confirmation: Thank you for sharing your feedback. Your message has been sent. For more information on how the
CBSA handles feedback, please visit our --FAQ Page--.
subject: Feedback Form
feedback type: complaint
email2:
first name:
family name
phone number
address:
city:
province state:
postal code:'
country: (
time_contact-hh: 16:00
date_month: May
date_day: 28
date_year: 2017
time_hh:
time mm:

location: Nexus office at YVR Vancouver Airport

l

 She was quite rude to me,

the officer had
made snide comments

'<

officer abused her power
and authority over us.

2

 certification: yes
Submit: Submit

Mozilla/5.0 (iPad; CPU OS 10_1_1 like Mac OS X) AppleWebKit/602.2.14 (KHTML, like Gecko) Version/10.0
Mobile/14B100 Safari/602.1

3

 Payette, Ryan

From:
Sent:
To:
Subject:
frmID: ccc

June 11, 2017 09:28 PM
CBSA-ASFC_Complaints_Unit-Division_des_plaintes
WWW Form Submission

Confirmation: Thank you for sharing your feedback. Your message has been sent. For more information on how the
CBSA handles feedback, please visit our --FAQ Page--.
subject: Feedback Form
feedback type: comment
email2:
first name:
family name:
phone number:
address:<
city:
province state:
postal code:
country:
time_contact-hh: 12:00
date_month: May
date_day: 14
date_year: 2017
time_hh:
timejTim:
location: toronto
feedback:

 1

certification: yes
Submit: Submit

Mozilla/5.0 (Windows NT 6.1; WOW64) AppleWebKit/537.36 (KHTML, like Gecko) Chrome/58.0.3029.110 Safari/537.36

 2017-05-15

D earS ir/M adam ,

at Pearson A irp o rt on 26tH March 2017.

m y luggage was investigated in a very im p o lite ly and I was unfa irly tre ate d at
the airport.

 Payette, Ryan

From:
Sent:
To:
Subject:
frmID: ccc

June 15, 2017 12:11 AM
CBSA-ASFC_Complaints_Unit-Division_des_plaintes
WWW Form Submission

Confirmation: Thank you for sharing your feedback. Your message has been sent. For more information on how the
CBSA handles feedback, please visit our --FAQ Page--.
subject: Feedback Form
feedback type: complaint
email2:
first name:
family name:
phone number:
address:
c ity :'
province state:
postal code:
country:
time_contact-hh: 13:00
date_month: June
date_day: 13
date_year: 2017
time_hh:
time mm:

location: montreal

 1

she was questioning to the point where it felt as a interrogation.

certification: yes
Submit: Submit

Mozilla/5.0 (Windows NT 6.3; Win64; x64) AppleWebKit/537.36 (KHTML, like Gecko) Chrome/58.0.3029.110
Safari/537.36

 Payette, Ryan

From:
Sent:
To:
Subject:
frmID: ccc

June 15, 2017 02:14 AM
CBSA-ASFC_Complaints_Unit-Division_des_plaintes
WWW Form Submission

Confirmation: Thank you for sharing your feedback. Your message has been sent. For more information on how the
CBSA handles feedback, please visit our --FAQ Page--.
subject: Feedback Form
feedback type: complaint
email2: i
first name:
family name:
phone number:
address:
city:
province state:
postal code:
country:
date_month:
date_day: 09
date_year: 2017
time_hh:
time mm:
location: Vancouver

 ;- Divulgationenvert

1

He aksed me a lot of questions,

the agent took the benefit and put his words into mine.

certification: yes
Submit: Submit

 1

PROTECTED A

From:
Sent:

June 16, 2017 02:54 PM

To:
Subject:
frmID: ccc

CBSA-ASFC_Complaints_Unit-Division_des_plaintes
Soumission du formulaire WWW

Confirmation: Merci d'avoir partage votre retroaction. Votre message a ete envoye. Pour plus d'information sur la fagon
dont I'ASFC traite la retroaction, veuillez visiter notre --page FAQ"sujet: Formulaire de retroaction
type de retroaction: Plainte
courriel2:
prenom:
nom de famille:
numero de telephone:
adresse:
ville:
province e ta t:1
code postal:
pays:
time_contact-hh: 09:00
d a te jo u r: 15
date_mois: juin
date_annee: 2017
te m p jih :
temp_mm:
lieu: Aeroport de Montreal (PET)
retroaction:
le premier agent tres sympathique, a I'aeroport PET,

 1
2

PROTECTED A

Arrivee a notre tour un autre agent de I'ASFC nous accueille
froidement

attestation: yes
Submit: Soumettre

Mozilla/5.0 (Windows NT 6.1; WOW64; Trident/7.0; rv:11.0) like Gecko

 1

PROTECTED A

From:
Sent:
To:
Subject:
frmID: ccc

June 16,2017 07:29 PM
CBSA-ASFC_Complaints_Unit-Division_des_plaintes
WWW Form Submission

Confirmation: Thank you for sharing your feedback. Your message has been sent. For more information on how the
CBSA handles feedback, please visit our --FAQ Page--.
subject: Feedback Form
feedback type: complaint
email2:
first name:
family name: I
phone number:
address:
city:
province state:
postal code:
country:
time_contact-hh: 11:00
date_month: June
date_day: 09
date_year: 2017
time_hh:
timejTim:

location:;
feedback:

paerson

 1

2

PROTECTED A !

me pidio mi telefono q

como si fuera un peligroso criminal.

fui tratado como criminal, violando
mis derechos humanos, no fui tratado con dignidad a mi persona

certification: yes
Submit: Enviar

Mozilla/5.0 (Windows NT 6.1; Win64; x64) AppleWebKit/537.36 (KHTML, like Gecko) Chrome/58.0.3029.110
Safari/537.36

 1

From:
Sent:
To:
Subject:
frmID: ccc

PROTECTED A

June 16, 2017 11:32 PM
CBSA-ASFC_Complaints_Unit-Division_des_plaintes
WWW Form Submission

Confirmation: Thank you for sharing your feedback. Your message has been sent. For more information on how the
CBSA handles feedback, please visit our --FAQ Page--.
subject: Feedback Form
feedback type: complaint
email2 :
first name:
family name:
phone number:
address:
city:
province state:
postal code:
country:
time_contact-hh: 17:00
date_month: June
date_day: 16
date_year:
time_hh:
time mm: - mm location: pearsoon airport

 2

PROTECTED A

he was very rude and very sarcastic,
insulting me

certification: yes
Submit: Submit

Mozilla/5.0 (Windows NT 10.0; Win64; x64) AppleWebKit/537.36 (KHTML, like Gecko) Chrome/58.0.3029.110
Safari/537.36

 1

From:
Sent:
To:
Subject:
frmID: ccc

PROTECTED A

June 17,2017 03:29 PM
CBSA-ASFC_Complaints_Unit-Division_des_plaintes
WWW Form Submission

Confirmation: Thank you for sharing your feedback. Your message has been sent. For more information on how the
CBSA handles feedback, please visit our --FAQ Page--.
subject: Feedback Form
feedback type: complaint
email2 :
first name:
family name:
phone number:
address:
city:
province state:
postal code:
country:
time_contact-hh: 14:00
date_month: June
date_day: 13
date_year: 2017
time_hh:
time mm:
location: Toronto Pearson airport

 1

she replied " my job is to watch these doors, I'm not customer service'

certification: yes
Submit: Submit

Mozilla/5.0 (iPhone; CPU iPhone OS 10_2 like Mac OS X) AppleWebKit/602.3.12 (KHTML, like Gecko) Version/10.0
Mobile/14C92 Safari/602.1

 Payette, Ryan

From:
Sent:
To:
Subject:
frmID: ccc

June 19, 2017 07:27 PM
CBSA-ASFC_Complaints_Unit-Division_des_plaintes
WWW Form Submission

Confirmation: Thank you for sharing your feedback. Your message has been sent. For more information on how the
CBSA handles feedback, please visit our --FAQ Page--.
subject: Feedback Form
feedback type: complaint
email2 :
first name: <
family name:
phone number:
address:
city:
province state:
postal code:
country:
time_contact-hh:

1 0 :0 0

date_month: June
date_day: 19
date_year: 2017
time hh: .
time mm:

 ASFC- Divulgationenvert

1

one security border guard who refused to listen to me
narched me through the airport like I was some terrorist or something

certification: yes
Submit: Submit

Mozilla/5.0 (Windows NT 10.0; Win64; x64) AppleWebKit/537.36 (KHTML, like Gecko) Chrome/58.0.3029.110
Safari/537.36

 Payette, Ryan

From:
Sent:
To:
Subject:
frmID: ccc

June 20, 2017 10:50 PM
CBSA-ASFC_Complaints_Unit-Division_des_plaintes
WWW Form Submission

Confirmation: Thank you for sharing your feedback. Your message has been sent. For more information on how the
CBSA handles feedback, please visit our --FAQ Page--.
subject: Feedback Form
feedback type: complaint
email2 :
first name:
family name: !
phone number:
address:
city:
province state:
postal code:
country
time_contact-hh:

1 2 :0 0

date_month: May
date_day: 24
date_year: 2017
time_hh:
time mm:
location: CBSA office Vancouver International Airport, 5000 Miller Rd., #113 Richmond, BC., CA., V7B1K6

 1

The communication was difficult, he doubted that if the interpreter
could understand and translate correctly and fairly.!

treated
UNFRIENDLY and AGGRESSIVELY

certification: yes
Submit: Submit

Mozilla/5.0 (Windows NT 10.0; Win64; x64) AppleWebKit/537.36 (KHTML, like Gecko) Chrome/58.0.3029.110
Safari/537.36

 Payette, Ryan

From:
Sent:
To:
Subject:
frmID: ccc

June 22, 2017 09:28 AM
CBSA-ASFC_Complaints_Unit-Division_des_plaintes
WWW Form Submission

Confirmation: Thank you for sharing your feedback. Your message has been sent. For more information on how the
CBSA handles feedback, please visit our --FAQ Page--.
subject: Feedback Form
feedback type: complaint
email2 :
first name:
family name:
phone number:
address:
city:
province state:
postal code:
country:
time_contact-hh: 17:00
date_month: June
date_day:

20

date_year: 2017
time_hh:

22

time mm: 25
location: Toronto Lester B. Pearson International Airport Terminal III

 ASFC- Divulgationenvert

1

When our bags finally descended from the baggage carousel, one of the outside pockets of my
with clothing and electronics hanging out.

certification: yes
Submit: Submit

Mozilla/5.0 (Windows NT 10.0; WOW64; Trident/7.0; Touch; LOB; rv:11.0) like Gecko

oag was open

 Payette, Ryan

From:
Sent:
To:
Subject:
frmID: ccc

June 23, 2017 01:12 PM
CBSA-ASFC_Complaints_Unit-Division_des_plaintes
WWW Form Submission

Confirmation: Thank you for sharing your feedback. Your message has been sent. For more information on how the
CBSA handles feedback, please visit our --FAQ Page--.
subject: Feedback Form
feedback type: complaint
email2 :
first name:
family name:
phone number:
address
city:
province state:
postal code:
country:
time_contact-hh: 11:00
date_month: June
date_day: 12
date_year: 2017
time_hh:
tim ejTim : - mm location: VANCOUVER
feedback:

 1

. Cuando llegue al aeropuerto de Vancouver un agente de migracion
me realizo varias preguntas,

i

de actitudes racistas.

certification: yes
Submit: Submit

Mozilla/5.0 (Windows NT 6.1; Win64; x64) AppleWebKit/537.36 (KHTML, like Gecko) Chrome/58.0.3029.110
Safari/537.36

 Payette, Ryan

From:
Sent:
To:
Subject:
frmlD: ccc

June 24, 2017 11:48 AM
CBSA-ASFC_Complaints_Unit-Division_des_plaintes
Soumission du formulaire WWW

Confirmation: Merci d'avoir partage votre retroaction. Votre message a ete envoye. Pour plus d'information sur la fagon
dont I'ASFC traite la retroaction, veuillez visiter notre --page FAQ"sujet: Formulaire de retroaction
type de retroaction: Plainte
courriel2 :
prenom:
nom de famille: i
numero de telephone
adresse: (
ville:
province etat: <
code postal:
pays:
time_contact-hh: 17:00
d a te jo u r: 19
date_mois: mai
date_annee: 2017
temp_hh:
temp_mm:
lieu: aeroport Pierre Eliott-Trudeau
retroaction: bonjours

 ; - Divulgationenvert

1

I'agent ne sourit pas, en mauvaise humeur, parle tres vite et pose pas de questions.

suite a la negligence de cette agent,

attestation: yes
Submit: Soumettre

Mozilla/5.0 (Windows NT 6.1; Win64; x64) AppleWebKit/537.36 (KHTML, like Gecko) Chrome/58.0.3029.110
Safari/537.36

 Payette, Ryan

From:
Sent:
To:
Subject:
frmID: ccc

June 25, 2017 07:39 AM
CBSA-ASFC_Complaints_Unit-Division_des_plaintes
WWW Form Submission

Confirmation: Thank you for sharing your feedback. Your message has been sent. For more information on how the
CBSA handles feedback, please visit our --FAQ Page--.
subject: Feedback Form
feedback type: complaint
email2 :
first name:
family name: r
phone number:
address:
city:
province state:
postal code:
country:
date_month: June
date_day: 24
date_year: 2017
time_hh:
time mm:
location: Toronto Pearson Int Airport

 saw an officer yell and use threatening body language in an exchange
with an older foreign traveller.
i

The officer walked quickly toward the much smaller man while pointing the direction in an aggressive
manner and saying: "Just go, now! Go, go, go!"

certification: yes
Submit: Submit

Mozilla/5.0 (Macintosh; Intel Mac OS X 10.10; rv:54.0) Gecko/20100101 Firefox/54.0

 R e c o u rs e D ire c to ra te
D ire c tio n d e s re c o u r s
R E C E IV E D - REQU

i
j

File N o..

Ref.,___
Recourse Directorate
Canada Border Services Agency
333 North River Rd, Tower A, 11th Floor
Ottawa, ON K1A 0L8
Ottawa, ON K1A 018

May 15,2017
W i t h o u t P r e ju d ic e

Complaint about unreasonable and unlawful treatment including ongoing harassment and assault by
CBSA officers
Location:
Date:
Officers:

Vancouver International Airport, International Departures
A p riim 29 and Mav Si 201?

The officers kept interrogating injthe

most intimidating way,

 CBSA- Released um 91 the Access #2 \Mnrmamm Ac 
ASFC Irmlgahan en vein :12 \a \m su? \?Acses I?mla?mahan

   

 

 

 

 

Payette, Ryan

From:
Sent:
To:
Subject:
frmID: ccc

June 26, 2017 04:09 PM
CBSA-ASFC_Complaints_Unit-Division_des_plaintes
WWW Form Submission

Confirmation: Thank you for sharing your feedback. Your message has been sent. For more information on how the
CBSA handles feedback, please visit our --FAQ Page--.
subject: Feedback Form
feedback type: complaint
email2
first name:
family name:
phone number:
address:
city:
province state:
postal code:
country: (
time_contact-hh:

1 0 :0 0

date_month: June
date_day: 23
date_year: 2017
time_hh: :
time mm:
location: Pearson Airport, Terminal 1

l

 - the agent's tone was demeaning and unprofessional;

she made unprofessional comments on what she "expected to find"

- her mere attitude of superiority and threatening tone

2

 Payette, Ryan

From:
Sent:
To:
Subject:
frmID: ccc

June 26, 2017 06:19 PM
CBSA-ASFC_Complaints_Unit-Division_des_plaintes
WWW Form Submission

Confirmation: Thank you for sharing your feedback. Your message has been sent. For more information on how the
CBSA handles feedback, please visit our --FAQ Page--.
subject: Feedback Form
feedback type: complaint
email2 :
first name:
family name:
phone number:
address
city:
province state:
postal code:
country:
time_contact-hh: 14:00
date_month: March
date_day:

21

date_year: 2017
time_hh:
time mm:
location: Terminal 3

 customs
officers are often rude, racist and abusers for both air and land border locations.

certification: yes
Submit: Submit

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I'o whom tills nutv concern.

June I D 1, 7.017

F i l e N o . .....
R e f.

I was stopped by an immigration officer who had toUI me that I had committed perjury by signing my *
name

 1 had :10 efficers a?hfeii E0 mf: 3.3m

EBB

 

 

 

 

Payette, Ryan

From:
Sent:
To:
Subject:
frmID: ccc

June 30, 2017 06:37 PM
CBSA-ASFC_Complaints_Unit-Division_des_plaintes
WWW Form Submission

Confirmation: Thank you for sharing your feedback. Your message has been sent. For more information on how the
CBSA handles feedback, please visit our --FAQ Page--.
subject: Feedback Form
feedback type: complaint
email2: i
first name:
family name:
phone number:
address:
city:
province state:
postal code:
country:
time_contact-hh: 14:00
date_month: May
date_day: 19
date_year: 2017
time_hh:
time mm:
location: Vancouver International Airport (V.I.A)

 l
feedback: This incident involved Officer

at YVR to clear rescue dogs conning into Canada

our harassment
case from CBSA

certification: yes
Submit: Submit

Mozilla/5.0 (Macintosh; Intel Mac OS X 10.10; rv:53.0) Gecko/20100101 Firefox/53.0

 Payette, Ryan

From:
Sent:
To:
Subject:
frmID: ccc

July 3, 2017 10:46 PM
CBSA-ASFC_Complaints_Unit-Division_des_plaintes
WWW Form Submission

Confirmation: Thank you for sharing your feedback. Your message has been sent. For more information on how the
CBSA handles feedback, please visit our --FAQ Page--.
subject: Feedback Form
feedback type: complaint
email2:
first name:
family name:
phone number:
address:
city:
province state:
postal code:
country:
time_contact-hh: 10:00
date_month: July
date_day: 03
date_year: 2017
time_hh:
time mm:
location: Montreal airport Trudeau

 The CBSA agent made me throw it out.
She was very cold
power

an abuse of

certification: yes
Submit: Submit

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Safari/601.1

 Payette, Ryan

From:
Sent:
To:
Subject:
frmID: ccc

July 4, 2017 05:00 AM
CBSA-ASFC_Complaints_Unit-Division_des_plaintes
WWW Form Submission

Confirmation: Thank you for sharing your feedback. Your message has been sent. For more information on how the
CBSA handles feedback, please visit our --FAQ Page--.
subject: Feedback Form
feedback type: complaint
email2
first name:
family name:
phone number:
address:
city:
province state:
postal code:
country:
time_contact-hh: 17:00
date_month: June
date_day: 30
date_year: 2017
time_hh:
time mm:
location: Toronto, Ontario

 the excessive questioning is
not protocol, but harassment.
certification: yes
Submit: Submit

Mozilla/5.0 (iPhone; CPU iPhone OS 10_3_2 like Mac OS X) AppleWebKit/603.2.4 (KHTML, like Gecko) Version/10.0
Mobile/14F89 Safari/602.1

 Payette, Ryan

From:
Sent:
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Subject:
frmID: ccc

July 4, 2017 12:19 PM
CBSA-ASFC_Complaints_Unit-Division_des_plaintes
Soumission du formulaire WWW

Confirmation: Merci d'avoir partage votre retroaction. Votre message a ete envoye. Pour plus d'information sur la fagon
dont I'ASFC traite la retroaction, veuillez visiter notre --page FAQ"sujet: Formulaire de retroaction
type de retroaction: Plainte
courriel2:
prenom
nom de famille:
numero de telephone:
adresse:
ville:
province etat:
code postal:
pays:
time_contact-hh: 13:00
d a te jo u r: 03
date_mois: juillet
date_annee: 2017
te m p h h :
temp_mm:
lieu: aeroport Pierre Eliot Trudeau

l

 m'a regu sechement, autoritaire, et sans aucune empathie,

elles a comnnencer a me traiter comme un delinquant et
criminel

discrimination et meme un peu de racisme.

2

 Payette, Ryan

From:
Sent:
To:
Subject:

July 4, 2017 10:47 PM
CBSA-ASFC_Complaints_Unit-Division_des_plaintes
WWW Form Submission

frmID: ccc
Confirmation: Thank you for sharing your feedback. Your message has been sent. For more information on how the
CBSA handles feedback, please visit our --FAQ Page--.
subject: Feedback Form
feedback type: complaint
email2:
first name
family name:
phone number:
address:
city
province state:
postal code
country:
time_contact-hh: 09:00
date_month: June
date_day: 15
date_year: 2017
time_hh:
time mm:
location: Toronto Pearson IA

 ; - Divulgationenvert

1

poorly-trained CBSA officers and this is just one more example.

io t to send people on a wild goose chase for no discernible reason.
Thank you.

certification: yes
Submit: Submit

Mozilla/5.0 (Windows NT 10.0; WOW64; rv:54.0) Gecko/20100101 Firefox/54.0

 Payette, Ryan

From:

GTAR Correspondence RDGO / RGT Correspondence BDGR (CBSA/ASFC)

Sent:

July 5, 2017 11:15 AM
CBSA-ASFC_Complaints_l)nit-Division_des_plaintes
GTAR Correspondence RDGO / RGT Correspondance BDGR (CBSA/ASFC)
New Complaint

To:
Cc:
Subject:

CFN please

From: Puster, Maria < maria.puster@qtaa .com>
Sent: Wednesday, July 5, 2017 08:22
To: Pacheco, Maria
Cc: Goodlet, Kirk
Subject: FW: Plainte contre un de vos employe

Good morning Maria,
Please see blow a complaint we received regarding CBSA staff conduct. Please see below. For CBSA handling.
Thank you,
Maria Puster, Senior Representative, Flow & Facilitation
Greater Toronto Airports A uthority   Customer & Terminal Services
P.O. Box 6031, 3111 Convair Drive, Toronto AMF, Ontario, L5P 1B2
Phone (416) 776-3236   Fax (416) 776-3075   M obile

www.TorontoPearson.com

13^03
If you do not want to receive further emails from the GTAA, please unsubscribe by replying to this email and typing "Unsubscribe"
in the subject line.
This e-mail is confidential and intended solely for the use of the individual to whom it is addressed. If you are not the intended
recipient, be advised that you have received this e-mail in error and that any use, dissemination, forwarding, printing, or copying of
this e-mail is strictly prohibited. If you have received this e-mail in error, please contact the sender.
Any views or opinions presented are solely those of the author and do not necessarily represent those of the Greater Toronto
Airports Authority.
Although this e-mail and any attachments are believed to be free of any virus or other defects that might affect any computer or IT
system into which they are received, no responsibility is accepted by the Greater Toronto Airports Authority for any loss or damage
arising in any way from the receipt or use thereof.
From: GTAA Customer Service
Sent: Wednesday, July 05, 2017 7:35 AM
To: Puster, Maria <maria.puster@gtaa.com>
Cc: Goodlet, Kirk <Kirk.Goodlet@gtaa.com> Subject:

Fwd: Plainte contre un de vos employe

Hi Maria,

 CBSA■ReleasedundertheAccesstoInformationAct.
ASFC■Divulgationenvertudelaloi sur I'AccesaI'information

1

Can you please send this on to CBSA? I will send a response to the passenger advising that his complaint
has been forwarded and providing their customer service contact information.
Thanks,

A yesha Z a ch a ria s Customer Service Coordinator

Customer Experience
6-9839
fax 6-5808
In support of our ISO 14001 program, please avoid printing e-mails whenever possible.
On Wed, 5 Jul at 6:59 AM ,

wrote: Bonjour,

I
Le monsieur assis au bureau avait un air arrogant
et m'a presque ignore, il parlait tres fort avec un autre employe et ne se souciait vraiment
Das de son travail.

d'une maniere vraiment tres violente

 Payette, Ryan

From:
Sent:
To:
Subject:

July 9, 2017 10:59 PM
CBSA-ASFC_Complaints_Unit-Division_des_plaintes
Soumission du formulaire WWW

frmID: ccc
Confirmation: Merci d'avoir partage votre retroaction. Votre message a ete envoye. Pour plus d'information sur la fafon
dont I'ASFC traite la retroaction, veuillez visiter notre --page FAQ"sujet: Formulaire de retroaction
type de retroaction: Plainte
courriel2:
prenom:
nom de famille:
numero de telephone:
adresse:
ville:
province etat:
code postal:
pays:
d a te jo u r: 29
date jn ois: juin
date_annee: 2017
temp_hh:
temp_mm:
lieu: d

 1

I'employe des douanes a brise le code d'ethique.

attestation: yes
Submit: Soumettre

Mozilla/5.0 (Windows NT 6.3; Win64; x64) AppleWebKit/537.36 (KHTML, like Gecko) Chrome/59.0.3071.115
Safari/537.36

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PROTECTED A

From:
Sent:
To:
Subject:

July 12, 2017 12:08 PM
CBSA-ASFC_Complaints_Unit-Division_des_plaintes
WWW Form Submission

frmID: ccc
Confirmation: Thank you for sharing your feedback. Your message has been sent. For more information on how the
CBSA handles feedback, please visit our --FAQ Page--.
subject: Feedback Form
feedback type: complaint
email2:
first name:
family name
phone number:
address:
city:
province state:
postal code:
country:
time_contact-hh: 11:00
date_month: June
date_day: 30
date_year: 2017
time_hh:
time mm: (
location: Vancouver international airport

 1

she became

2

rude
She then harshly started yelling orders at me on what I needed to do.
The other woman took over and was just as rude. She refused to help me fill out the form on the computer
and kept belittling me and rolling her eyes at me when I said I didn't understand the form.
She showed me no compassion or respect and just kept rolling her
eyes.

certification: yes
Submit: Submit

Mozilla/5.0 (Linux; Android 5.0.1; SGH-I337M
Chrome/59.0.3071.125 Mobile Safari/537.36

Build/LRX22C)

AppleWebKit/537.36

(KHTML,

like

Gecko)

 1

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From:
To:

July 13, 2017 03:11 PM
CBSA-ASFC_Complaints_Unit-Division_des_plaintes

Subject:

Soumission du formulaire WWW

Sent:

frmID: ccc
Confirmation: Merci d'avoir partage votre retroaction. Votre message a ete envoye. Pour plus d'information sur la fa?on
dont I'ASFC traite la retroaction, veuillez visiter notre --page FAQ--.
sujet: Formulaire de retroaction
type de retroaction: Plainte
courriel2:
prenom:
nom de famille:
numero de telephone:
adresse:
ville:
province etat:
code postal:
pays:
time_contact-hh: 10:00
d a te jo u r: 13
date_mois: juillet
date_annee: 2017
temp_hh:
te m p m m :
lieu:

 1
2

PROTECTED A

retroaction: URGENT URGENT a repondre

j'ai information contraire de I'immigration .11 ne veut rien entendre ,

attestation: yes
Submit: Soumettre

Mozilla/5.0 (Windows NT 10.0; Win64; x64) AppleWebKit/537.36 (KHTML, like Gecko) Chrome/59.0.3071.115
Safari/537.36

 PROTECTED A

From:
Sent:
To:
Subject:
Attachm ents:

Vogt, Trevor
July 13, 2017 05:44 PM
CBSA-ASFC_Complaints_Unit-Division_des_plaintes
CFN Request: Complaint
Complaint, docx

From: Vogt, Trevor On Behalf Of PAC-CBSA, Program Services Correspondence Unit
Sent: July 13, 2017 11:00 AM
To: CBSA-ASFC_VPOPS_Complaints-DGOPS_Plaintes <VPOPS_Complaints-DGOPS_Plaintes@cbsa-asfc.gc.ca>;

PACDist_CBSA_Correspondence Unit <333Dunsmuir_Complaints_Unit@cbsa-asfc.gc.ca>; Pejkovic, Tony
<Tony.Pejkovic@cbsa-asfc.gc.ca>; Sew Sen Lee, Christine <Christine.SewSenLee@cbsa-asfc.gc.ca>; Sidhu, Sonia
<Sonia.Sidhu@cbsa-asfc.gc.ca>; Tse, Jackie <Jackie.Tse@cbsa-asfc.gc.ca>
Cc: PAC-CBSA, Program Services Correspondence Unit <PACCBSAProgramServicesCorrespondenceUnit@cbsaasfc.gc.ca>
Subject: FW: Complaint
Good day,
We are requesting a CFN for this complaint that happened at VIA.
Thank you,

Trevor Vogt
Administrative Assistant, Operations Branch
Canada Border Services Agency / Government of Canada Trevor.Vogt@cbsa-asfc.gc.ca
/ Tel. : 604-666-2651
Adjoint Administrative, Direction generate des operations
Agence des services frontaliers du Canada / Gouvernement du Canada
Trevor.Vogt@cbsa-asfc.gc.ca / Tel. : 604-666-2651

From: Holtan, Deborah
Sent: July 13, 2017 10:42 AM
To: PAC-Dist_CBSA_Correspondence Unit <333Dunsmuir Complaints.Unit@cbsa-asfc.gc.ca> Subject:

FW: Complaint
Please request a CFN.
Deborah Holtan
l

 2

PROTECTED A

Regional Program Officer, Operations Branch
Canada Border Services Agency / Government of Canada
deborah.holtan@cbsa-asfc.ac.ca / Tel. : 604-666-6151 / TTY: 866-335-3237
Agente regionale de programme, Direction generate des operations Agence
des services frontaliers du Canada / Gouvernement du Canada
deborah.holtan@cbsa-asfc.ac.ca Tel. : 604-666-6151 / ATS : 866-335-3237

From: Charlton, Kevin
Sent: July 13, 2017 10:26 AM
To: Mahmood, Nausherwan <Nausherwan.Mahmood(S>cbsa-asfc.gc.ca>; Paul, Lucky <Lucky.Paul(5)cbsa-asfc.gc.ca>
Cc: Holtan, Deborah <Deborah.Holtan@cbsa-asfc.gc.ca>: Linde, John <John.Linde@cbsa-asfc.gc.ca> Subject:

RE: Complaint

Deb - please log this complaint as per regular complaint procedures.

Thanks,
Kevin

From: Mahmood, Nausherwan Sent:
July 13, 2017 9:08 AM
To: Charlton, Kevin <Kevin.Charlton@cbsa-asfc.gc.ca>: Paul, Lucky <Lucky.Paul(5>cbsa~asfc.gc.ca> Subject:
RE: Complaint

Chiefs,
Please see attached the translation for the complaint.
Let me know if you would like me to follow up.
Thanks
Naush

From: Charlton, Kevin
Sent: July 12, 2017 11:53 AM

 PROTECTED A

3

To: '■
Cc: Mahmood, Nausherwan <Nausherwan.Mahmood@cb$a-asfc.gc.ca>: Paul, Lucky <Luckv.Paul@cbsa-asfc.gc.ca>
Subject: RE: Complaint'

Hi Dulce,
Are you able to share with us the written complaints you received? Under the Privacy Act we are limited on what
information we can share with 3rd parties regarding our interaction with travellers.
We encourage all travellers who wish to make a complaint regarding their CBSA experience to visit the following link
and follow instructions on how to make a complaint. Complaints can be made in their native language and does not
have to be in English.
http://www.cbsa-asfc.gc.ca/contact/com-eng.html
If a traveller wishes to have a 3rd party (government official/family member/lawyer etc) informed of the details of their
interaction and/or represent them then a use of representative form would need to be completed by the traveller and
the 3rd party.
If you have any other questions please don't hesitate to let me know.
Thanks,
Kevin
Kevin Charlton
Chief - Passenger Operations
Vancouver International Airport District
Canada Border Services Agency / Government of Canada
Kevin.Charlton(S)cbsa-asfc.gc.ca / Tel: (B)

< (C)

778-238-8441

Chef - Operations des Passagers
District de I’aeroport International de Vancouver
Agence des services frontaliers du Canada / Gouvernement du Canada
Kevin.Charlton(a>cbsa-asfc.gc.ca / Tel: (B)

/(C ) 778-238-8441

From:
Sent: July 12, 2017 11:37 AM
To: Charlton, Kevin <Kevtrt.Charlton@cbsa-asfc.gc.ca>
Cc: Mahmood, Nausherwan <Nausherwan.Mahmood (S)cb$a-asfc.gc.ca>
Subject: Complaint

High

Good afternoon Kevin:

3

 4

PROTECTED A

her human rights were violated and that she was discriminated

Any help to clarify this matter will be greatly appreciated it.

4

 CBSA- Released um 91 the Access #2 \Mnrmamm Ac 
ASFC Irmlgahan en vein :12 \a \m su? \?Acses I?mla?mahan

PROTECTED A

CBSA- Released um 91 the Access #2 \Mnrmamm Ac 
ASFC Irmlgahan en vein :12 \a \m su? \?Acses I?mla?mahan

PROTECTED A

3

PROTECTED A

My human rights were violated and I was the victim of discrimination and physical and emotional
violence.

 CBSA- Released um 91 the Access #2 \Mnrmamm Ac 
ASFC Irmlgahan en vein :12 \a \m su? \?Acses I?mla?mahan

PROTECTED A

CBSA- Released um 91 the Access #2 \Mnrmamm Ac 
ASFC Irmlgahan en vein :12 \a \m su? \?Acses I?mla?mahan

PROTECTED A

1

PROTECTED A

M cphail, M arshall

From:
To:

July 14, 2017 05:33 AM
CBSA-ASFC_Complaints_Unit-Division_des_plaintes

Subject:

WWW Form Submission

Sent:

frmID: ccc
Confirmation: Thank you for sharing your feedback. Your message has been sent. For more information on how the
CBSA handles feedback, please visit our --FAQ Page--.
subject: Feedback Form
feedback type: comment
email2:
first name:
family name:
phone number:
address:
city:
province state: <
postal code:
country:
date_month: date_day: date_year: time mm: - mm -

The Customs officers obviously were not trained to deal with animals.

 1
2

PROTECTED A

certification: yes
Submit: Submit

Mozilla/5.0 (iPad; CPU OS 10_3_2 like Mac OS X) AppleWebKit/603.2.4 (KHTML, like Gecko) Version/10.0 Mobile/14F89
Safari/602.1

 1

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M cphail, M arshall

Kotadia, Zahra
July 13, 2017 10:02 AM
GTAR Correspondence RDGO / RGT Correspondance BDGR (CBSA/ASFC)
To:
FW: Toronto Pearson - GTAA
Subject:
Additional information for complaint rec'd yesterday...
From:

Sent:

Zahra Kotadia
jriiite

it

is Brar hi

Canada Border Services Agency   Government of Canada
.nra.k
as; qc.ca   Tel 9.
TCI63   TTY: 866-335 323?

Suh
ante.
m
neraIe des op<
is
Agence Des Services Frontaliers du Canada   Gouvernement du Canada zahra.kotadia@cbsa-asfc.ac.ca
I Tel: 905-405-5163 I ATS: 866-335-3237

From:

'

“ .

Sent:

July 13, 2017 4:26 AM
To: GTAA Customer Service <servicc@gtaa.com>
Subject: Re: Toronto Pearson - GTAA:

On Jul 12, 2017 9:38 AM, "Greater Toronto Airports Authority" <customer service@,gtaa.com> wrote:
Dear
Thank you for contacting the Customer Service Team at Toronto Pearson International Airport. We have received your
feedback and your assigned case number is GTAAA member of our team will reply to you as soon as possible. Please note, comments received through our website are
monitored Monday to Friday 8 a.m. - 4 p.m. EST. However, should you require immediate assistance, please contact
our 24 hour airport information call centre at 416-AIRPORT (416-247-7678) or toll free at 1-866-207-1690.

 Thank you for your patience.

Sincerely,

GTAA Customer Service

PROTECTED A

3
ASF

A-ReleaseziumeviheAccessm norm 
en vein :12 is Disu esa ink: maian

1

PROTECTED A

M cphail, M arshall

From:
Sent:
To:
Cc:
Subject:
Attachm ents:

GTAR Correspondence RDGO / RGT Correspondence BDGR (CBSA/ASFC)
July 14, 2017 09:49 AM
CBSA-ASFC_Complaints_Unit-Division_des_plaintes
GTAR Correspondence RDGO / RGT Correspondance BDGR (CBSA/ASFC)
CFN please
FW: Toronto Pearson - GTAA

Could you please provide a CFN for the complaint below
Thanks,
Pam Bowen
Regional Program Officer, Operations Branch
Canada Border Services Agency / Government of Canada
Pam.Bowen(5)cbsa-asfc.gc.ca / Tel: 905-803-7980 / TTY: 866-335-3237
Agente des programmes regionaux. Direction generate des operations
Agence des services frontaliers du Canada / Gouvernement du Canada Pam.Bowen(5)cbsa-asfc.gc.ca
/ Tel: 905-803-7980 / ATS: 866-335-3237

From: Puster, Maria < maria.Puster@ataa.com>
Sent: Wednesday, July 12, 2017 13:52
To: Pacheco, Maria
Cc: Goodlet, Kirk
Subject: FW: Passenger Complaint re CBSA
Hi Maria,
Below is a complaint we received. For CBSA handling.
Thank you.

Maria Puster, Senior Representative, Flow & Facilitation
Greater Toronto Airports Authority Customer & Terminal Services
P.O. Box 6031, 3111 Convair Drive, Toronto AMF, Ontario, L5P 1B2
Phone (416) 776-3236 Fax (416) 776-3075 Mobile

www.TorontoPearson.com

 If you do not want to receive further emails from the GTAA, please unsubscribe by replying to this email and typing "Unsubscribe1
in the subject line.

1
2

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This e-mail is confidential and intended solely for the use of the individual to whom it is addressed. If you are not the intended
recipient, be advised that you have received this e-mail in error and that any use, dissemination, forwarding, printing, or copying of
this e-mail is strictly prohibited. If you have received this e-mail in error, please contact the sender.
Any views or opinions presented are solely those of the author and do not necessarily represent those of the Greater Toronto
Airports Authority.
Although this e-mail and any attachments are believed to be free of any virus or other defects that might affect any computer or IT
system into which they are received, no responsibility is accepted by the Greater Toronto Airports Authority for any loss or damage
arising in any way from the receipt or use thereof.
From: GTAA Customer Service
Sent: Wednesday, July 12, 2017 9:51 AM
To: Puster, Maria <maria.puster(5)gtaa.com>
Cc: Goodlet, Kirk <Kirk.Goodlet(5)gtaa.com> Subject:

Fwd: Passenger Complaint re CBSA
Hi M aria,
I'm forw arding th e follow ing c o m p lain t w e received fro m a passen g er th a t I spoke to on th e phone.
con tact d etails a re as follows.

I b elieve th e d a te o f occurrence w as June 2 9 .
Could you please fo rw ard to CBSA?
T h an k s,

A yesha Z a ch a ria s C u s to m e r S ervice C o o rd in ato r
C u sto m er E xperience
6 -9 8 3 9
fax 6 -5 8 0 8
In sup p o rt o f o u r IS O 1 4 0 0 1 p ro g ra m , please avoid printing e -m a ils w h e n e v e r possible.

On W e d , 12 Jul a t 9 :3 8 AM ,
Passenger arriv ed

CBSA
search ed .

w ro te :

she w as d eta in ed and strip
I-

H er

 PROTECTED A

1

M cphail, Marshall

From:
Sent:
To:
Subject:

July 15, 2017 10:27 PM
CBSA-ASFC_Complaints_Unit-Division_des_plaintes
WWW Form Submission

frmID: ccc
Confirmation: Thank you for sharing your feedback. Your message has been sent. For more information on how the
CBSA handles feedback, please visit our --FAQ Page--.
subject: Feedback Form
feedback type: complaint
email2:
first name:
family name:
phone number:
address:
city
province state:
postal code:
country:
time_contact-hh: 17:00
date_month: July
date_day: 15
date_year: 2017
time_hh: :
time mm:l
location: Toronto Pearson NEXUS Enrollment Centre

l

 2

Officer

PROTECTED A

"Sir, if you are going to continue arguing with me, I'm going to revoke your NEXUS card."

Officer

statements, tone and demeanor displayed a complete disbelief for what I had to say.

2

 CBSA- ReleasedundertheAccesstoInformationAct.
ASFC- Divulgationenvertudelaloi sur I'AccesaI'information.

3

PROTECTED A

certification: yes
Submit: Submit

Mozilla/5.0 (Windows NT 10.0; Win64; x64) AppleWebKit/537.36 (KHTML, like Gecko) Chrome/52.0.2743.116
Safari/537.36 Edge/15.15063

3

 PROTECTED A

1

M cphail, Marshall

From:
Sent:
To:
Subject:

July 16, 2017 09:56 AM
CBSA-ASFC_Complaints_Unit-Division_des_plaintes
WWW Form Submission

frmID: ccc
Confirmation: Thank you for sharing your feedback. Your message has been sent. For more information on how the
CBSA handles feedback, please visit our --FAQ Page--.
subject: Feedback Form
feedback type: complaint
email2:
first name:
family name:
phone number
address: :
city:
province state:
postal code:
country:
time_contact-hh: 17:00
date_month: July
date_day: 15
date_year: 2017
time_hh:
time mm:
location: Montreal Airport

 1
2
The border agent on our way out of the secure area took our card and stared
at us, then sarcastically said "Bye!" a few times.
This was insulting and frankly bizarre.
certification: yes
Submit: Submit

Mozilla/5.0 (Linux; Android 7.0; Moto G (4) Build/NPJS25.93-14-4) AppleWebKit/537.36 (KHTML, like Gecko)
Chrome/59.0.3071.125 Mobile Safari/537.36

 PROTECTED A

1

Mcphail, Marshall

From:
Sent:
To:
Subject:

July 16, 2017 06:25 PM
CBSA-ASFC_Complaints_Unit-Division_des_plaintes
W W W Form Submission

frmID: ccc
Confirmation: Thank you for sharing your feedback. Your message has been sent. For more information on how the
CBSA handles feedback, please visit our --FAQ Page--.
subject: Feedback Form
feedback type: complaint
email2:
first name:
family name:
phone number:
address: 1
city:
province state:
postal code:
country:
time_contact-hh: 10:00
date_month: July
date_day: 15
date_year: 2017
time_hh:
tim e mm:

location: Toronto Airport

 1

2

PROTECTED A

She blatantly refused to accept my paperwork
refused to assist us in anyway

The agent then proceeded to go into what she apparently believed to be
a room to which she felt I could not hear her and proceeded to make fun of myself, i
Her fellow co-workers joined along in laughing at all of the
above while standing behind a mirrored window in a room with the door wide opened.

certification: yes
Submit: Submit

 Payette, Ryan

From:
Sent:
To:
Subject:

July 17, 2017 10:47 PM
CBSA-ASFC_Complaints_Unit-Division_des_plaintes
W W W Form Submission

frmID: ccc
Confirmation: Thank you for sharing your feedback. Your message has been sent. For more information on how the
CBSA handles feedback, please visit our --FAQ Page--.
subject: Feedback Form
feedback type: complaint
email2:
first name:
family name:
phone number:
address:
city:
province state:
postal code: country:
time_contact-hh: 09:00
date_month: July
date_day: 17
date_year: 2017
time_hh:
tim e mm:

location: Montreal International Airport

 l

He was very rude in the way he spoke and behaved
in a way that told me he do not enjoy his job.

certification: yes
Submit: Submit

M ozilla/5.0 (iPhone; CPU iPhone OS 10_2_1 like Mac OS X) AppleW ebKit/602.4.6 (KHTML, like Gecko) Version/10.0
M obile/14D27 Safari/602.1

 Payette, Ryan

From:
Sent:
To:
Subject:

CBSA-ASFC_Appeals-Appels
July 19, 2017 12:57 PM
CBSA-ASFC_Complaints_Unit-Division_des_plaintes
FW: Online submission has been processed

conduct

From: RCMS-SGRR@cbsa-asfc.ac.ca fmailto:RCMS-SGRR@cbsa-asfc.ac.ca1
Sent: July 6, 2017 11:41 AM
To: CBSA-ASFC_Appeals-Appels; CBSA-ASFC_RCMS-SGRR
Subject: Online submission has been processed

RCMS Enforcement
A new Online Submission has been added to RCMS Enforcement.
The appeal details are attached below.

Launch RCMS Enforcement

- >r de SGRR Execution de la loi
Line nouvelle soumission electronique a ete ajoutee au SGRR Execution de la loi.
Les details de I'appel sont inclus ci-dessous.

Ouvrir SGRR Execution de la loi

fmrID: rcms2016c

l

 date of action: 2017-06-30
client type: individual [appellantType=l]
client first name:
client surname:
client address: :
client city:
client country:
client province/state:
client postal/zip code:
client phone number:
client phone number type:

J e reviens a la douane au Quebec je suis intercepts .

certificationField: yes
date submitted: 2017-07-06
language: french [language=2]
notarobot: 1
Submit: Soumettre

Mozilla/5.0 (Macintosh; Intel Mac OS X 10_11_6) AppleWebKit/603.2.5 (KHTML, like Gecko) Version/10.1.1 Safari/603.2.5
2

 Payette, Ryan

From:
Sent:
To:
Subject:

July 20, 2017 03:30 PM
CBSA-ASFC_Complaints_Unit-Division_des_plaintes
W W W Form Submission

frmID: ccc
Confirmation: Thank you for sharing your feedback. Your message has been sent. For more information on how the
CBSA handles feedback, please visit our --FAQ Page--.
subject: Feedback Form
feedback type: complaint
email2
first name:
family name:
phone number:
address:
city:
province state:
postal code:
country: <

time_contact-hh: 10:00
date_month: July
date_day: 19
date_year: 2017
time_hh:
timejTim:
location: Vancouver airport
feedback: The Executive officer,

 Border service Agency
l

Vancouver Canada
Dear Sir,

he
discriminate me,

he said he won't

consider my flight, he asked me very stupid questions, not related for any immigration policy.

certification: yes
Submit: Submit

M ozilla/5.0 (Windows NT 10.0; Win64; x64) AppleW ebKit/537.36 (KHTML, like Gecko) Chrom e/59.0.3071.115
Safari/537.36

 Payette, Ryan

From:
Sent:
To:
Subject:

July 21, 2017 07:55 PM
CBSA-ASFC_Complaints_Unit-Division_des_plaintes
W W W Form Submission

frmID: ccc
Confirmation: Thank you for sharing your feedback. Your message has been sent. For more information on how the
CBSA handles feedback, please visit our --FAQ Page--.
subject: Feedback Form
feedback type: complaint
email2:
first name:
family name:
phone number:
address:
city:
province state:
postal code
country:
time_contact-hh: 15:00
date_month: July
date_day: 13
date_year: 2017
time_hh:
tim e mm:

location: YVR

 1

"What do you have?" "Go straight to the cashier." in very rude manner.
Again he ignored my greeting and gave me a very duty look and asked me "what do you have?" in intimidating tone of
voice.

certification: yes
Submit: Submit

M ozilla/5.0 (Windows NT 6.1; Win64; x64) AppleW ebKit/537.36 (KHTML, like Gecko) Chrom e/59.0.3071.115
Safari/537.36

 Payette, Ryan

From:
Sent:
To:
Subject:

July 21, 2017 11:28 PM
CBSA-ASFC_Complaints_Unit-Division_des_plaintes
W W W Form Submission

frmID: ccc
Confirmation: Thank you for sharing your feedback. Your message has been sent. For more information on how the
CBSA handles feedback, please visit our --FAQ Page--.
subject: Feedback Form
feedback type: complaint
e m ail2:;
first name:
family name:
phone number
address:
city:
province state
postal code:
country:
time_contact-hh: 11:00
date_month: June
date_day: 08
date_year: 2017
time_hh:
tim e mm: ■

location: Canada Customs Border Patrol Toronto Airport

l

  

Officer would not accept the electronic documentation.

certification: yes
Submit: Submit

M ozilla/5.0 (Macintosh; Intel Mac OS X 10_11_6) AppleW ebKit/603.2.5 (KHTML, like Gecko) Version/10.1.1
Safari/603.2.5

3

 Payette, Ryan

From:
Sent:
To:
Subject:

July 21, 2017 11:29 PM
CBSA-ASFC_Complaints_Unit-Division_des_plaintes
W W W Form Submission

frmID: ccc
Confirmation: Thank you for sharing your feedback. Your message has been sent. For more information on how the
CBSA handles feedback, please visit our --FAQ Page--.
subject: Feedback Form
feedback type: complaint
email2:
first name:
family name:
phone number:
address:
city:
province state:
postal code:
country:
time_contact-hh: 11:00
date_month: June
date_day: 08
date_year: 2017
time_hh:
tim e mm:

location: Canadian Customer Border Patrol Toronto Airport

l

  

There is an unbalance of fairness, when one officer can accept it and another won't.

Payette, Ryan

From:
Sent:
To:

July 24, 2017 03:35 PM

Subject:

Soumission du formulaire W W W

CBSA-ASFC_Complaints_Unit-Division_des_plaintes

frmlD: ccc
Confirmation: Merci d'avoir partage votre retroaction. Votre message a ete envoye. Pour plus d'information sur la fa^on
dont I'ASFC traite la retroaction, veuillez visiter notre --page FAQ-*sujet: Formulaire de retroaction
type de retroaction: Plainte
courriel2:
prenom:
nom de famille:
numero de telephone:
adresse:
ville:
province etat
code postal:
pay:
time_contact-hh: 13:00
d a te jo u r: 16
date_mois: juillet
date_annee: 2017
temp_hh:
temp_mm:
lieu: Aeroport International Pierre Elliott Trudeau de Montreal

 II est bien connu que vos agents sont loin d'etre sympathiques et accueillants.

attestation: yes
Submit: Soumettre

M ozilla/5.0 (Macintosh; Intel Mac OS X 10_12_3) AppleW ebKit/602.4.8 (KHTML, like Gecko) Version/10.0.3
Safari/602.4.8

 Payette, Ryan

From:
Sent:
To:
Subject:

July 24, 2017 05:27 PM
CBSA-ASFC_Complaints_Unit-Division_des_plaintes
W W W Form Submission

frmID: ccc
Confirmation: Thank you for sharing your feedback. Your message has been sent. For more information on how the
CBSA handles feedback, please visit our --FAQ Page--.
subject: Feedback Form
feedback type: complaint
email2:
first name
family name:
phone number:
address: :
city:
province state: i
postal code
country: <
time_contact-hh: 12:00
date_month: July
date_day: 16
date_year: 2017
time_hh:
tim e mm:

location: Airport - Toronto

 1

she didn't have any reason to be nasty and rude, she didn't want to
listen to my explanation, every time I said something she was telling me "no discussion"!

she barked at me "where did you read?" and didn't want to even listen what I have to say.
disrespectful, rude and abusive.

certification: yes
Submit: Submit

M ozilla/5.0 (iPad; CPU OS 7_1_1 like Mac OS X) AppleW ebKit/537.51.2 (KHTML, like Gecko) Version/7.0 M obile/11D201
Safari/9537.53

 Payette, Ryan

From:
Sent:
To:
Subject:

July 25, 2017 02:34 PM
CBSA-ASFC_Complaints_Unit-Division_des_plaintes
W W W Form Submission

frmID: ccc
Confirmation: Thank you for sharing your feedback. Your message has been sent. For more information on how the
CBSA handles feedback, please visit our --FAQ Page--.
subject: Feedback Form
feedback type: complaint
email2:
first name:
family name:
phone number
address:
city
province state:
postal code:
country:
time_contact-hh: 09:00
date_month: July
date_day: 16
date_year: 2017
time_hh:
tim e mm:

location: Vancouver International Airport, BC

 l

The agent that assisted us started
off by shouting out loud
he went on to asking
questions,in a very hostile manner,
then out of nowhere he yells at me

not before saying "lose the attitude or else"

Officer

behavior was unacceptable, uncalled for

j

certification: yes
Submit: Submit

M ozilla/5.0 (Macintosh; Intel Mac OS X 10_11_3) AppleW ebKit/601.4.4 (KHTML, like Gecko) Version/9.0.3
Safari/601.4.4

 Payette, Ryan

From:
Sent:
To:
Subject:

July 27, 2017 05:29 PM
CBSA-ASFC_Complaints_Unit-Division_des_plaintes
W W W Form Submission

frmID: ccc
Confirmation: Thank you for sharing your feedback. Your message has been sent. For more information on how the
CBSA handles feedback, please visit our --FAQ Page--.
subject: Feedback Form
feedback type: complaint
email2:
first name:
family name:
phone number:
address:
city:'
province state:
postal code:
country:
date_month: July
date_day: 27
date_year: 2017
time_hh: :
tim e mm:

location: YYZ T3 Arrivals

 l

was interrogated
the female triage officer was very abrupt.

certification: yes
Submit: Submit

M ozilla/5.0 (Linux; Android 7.0; LG-H831 Build/NRD90U) AppleW ebKit/537.36 (KHTML, like Gecko)
C hrom e/59.0.3071.125 Mobile Safari/537.36

 Payette, Ryan

From:
Sent:
To:
Subject:

July 28, 2017 06:47 PM
CBSA-ASFC_Complaints_Unit-Division_des_plaintes
W W W Form Submission

frmID: ccc
Confirmation: Thank you for sharing your feedback. Your message has been sent. For more information on how the
CBSA handles feedback, please visit our --FAQ Page--.
subject: Feedback Form
feedback type: complaint
email2:
first name:
family name
phone number:
address: :
city:
province state:
postal code
country:
time_contact-hh: 17:00
date_month: July
date_day: 27
date_year: 2017
time_hh:
tim e mm

location: PIATERMINAL 1 SECONDARY

 1

I spoke with an agent from the Toronto Airport who was very rude and disconnected the call.

certification: yes
Submit: Submit

M ozilla/5.0 (Macintosh; Intel Mac OS X 10_10_5) AppleW ebKit/537.36 (KHTML, like Gecko) Chrom e/59.0.3071.115
Safari/537.36

 Payette, Ryan

From:
Sent:
To:
Subject:

July 30, 2017 03:50 AM
CBSA-ASFC_Complaints_Unit-Division_des_plaintes
W W W Form Submission

frmID: ccc
Confirmation: Thank you for sharing your feedback. Your message has been sent. For more information on how the
CBSA handles feedback, please visit our --FAQ Page--.
subject: Feedback Form
feedback type: complaint
email2:
first name:
family name:
phone number: I
address:
city:
province state: i
postal code:
country:
time_contact-hh: 09:00
date_month: July
date_day: 29
date_year: 2017
time_hh:
tim e mm:

location: Toronto Pearson Arrivals Terminal 3

 ASFC- Divulgationenvert

1

■------------ --o-

There
was about 6 officers in this particular area and at least 2 of them were incredibly loud and rude to every passenger
walking through their section.
"NEXT! I said NEXT, not NEXT month," one of them said loudly to a passenger.

certification: yes
Submit: Submit

M ozilla/5.0 (iPhone; CPU iPhone OS 9_2 like Mac OS X) AppleW ebKit/601.1.46 (KHTML, like Gecko) Version/9.0
M obile/13C75 Safari/601.1

 Payette, Ryan

From:
Sent:
To:
Subject:

July 31, 2017 01:53 PM
CBSA-ASFC_Complaints_Unit-Division_des_plaintes
W W W Form Submission

frmID: ccc
Confirmation: Thank you for sharing your feedback. Your message has been sent. For more information on how the
CBSA handles feedback, please visit our --FAQ Page--.
subject: Feedback Form
feedback type: complaint
email2:
first name:
family name
phone number:
address:
city:
province state:
postal code:
country
time_contact-hh: 09:00
date_month: August
date_day: 22
date_year: 2016
time_hh:
tim e mm:

location: Montreal Airport

l

 subjected to enormous indignity,

strip searched

I handcuffed.

detained for over five hours (for much of the time in handcuffs)

2

 Payette, Ryan

From:
Sent:
To:
Subject:

August 1, 2017 01:26 PM
CBSA-ASFC_Complaints_Unit-Division_des_plaintes
W W W Form Submission

frmID: ccc
Confirmation: Thank you for sharing your feedback. Your message has been sent. For more information on how the
CBSA handles feedback, please visit our --FAQ Page--.
subject: Feedback Form
feedback type: complaint
email2:
first name:
family name:
phone number:
address:
city:
province state:
postal code
country
time_contact-hh: 09:00
date_month: July
date_day: 17
date_year: 2017
time_hh:
tim e mm: -

location: toronto pearson

 1

being discriminated upon.

certification: yes
Submit: Submit

M ozilla/5.0 (Windows NT 6.1; W OW 64; Trident/7.0; rv:11.0) like Gecko

 Payette, Ryan

From:
Sent:
To:
Subject:

August 2, 2017 10:16 AM
CBSA-ASFC_Complaints_Unit-Division_des_plaintes
W W W Form Submission

frmID: ccc
Confirmation: Thank you for sharing your feedback. Your message has been sent. For more information on how the
CBSA handles feedback, please visit our --FAQ Page--.
subject: Feedback Form
feedback type: complaint
email2:
first name:
family name:
phone number
address:
city:
province state
postal code
country:
date_month: July
date_day: 29
date_year: 2017
time_hh:
tim e mm:

location: Toronto Pearson Airport (YYZ)

 He was extremely rude in his manner
l

I asked to make a complaint and

a supervisor, was polite and professional.

certification: yes
Submit: Submit

Mozilla/5.0 (Windows NT 10.0; Win64; x64) AppleWebKit/537.36 (KHTML, like Gecko) Chrome/59.0.3071.115
Safari/537.36

 Payette, Ryan

From:
Sent:
To:
Subject:
frmID: ccc

August 2, 2017 11:37 AM
CBSA-ASFC_Complaints_Unit-Division_des_plaintes
WWW Form Submission

Confirmation: Thank you for sharing your feedback. Your message has been sent. For more information on how the
CBSA handles feedback, please visit our --FAQ Page--.
subject: Feedback Form
feedback type: complaint
email2
first name:
family name:
phone number:
address:
city:
province state: i
postal code:
country:
time_contact-hh: 13:00
date_month: March
date_day: 29
date_year: 2017
time_hh:
time mm:
location: Yul

l

  

The experience at the border was a toxic one.

her evident hostile demeanor

Nasty, mean spiritedness

certification: yes
Submit: Submit

Mozilla/5.0 (Linux; Android 7.0; SAMSUNG SM-G920F Build/NRD90M) AppleWebKit/537.36 (KHTML, like Gecko)
SamsungBrowser/5.4 Chrome/51.0.2704.106 Mobile Safari/537.36

3

 Direction des recoup

Agenco des ser\ ices irontuliers du Canada
Ottawa (Ontario), K 1A 01,8

R E C E IV E D - B E C U

AUG 0 2 2 0 1 ? o  ?
Fite No.
R ef.___
Madame. Monsieur,

aucime explication r f a ete donnee a ma
pour ce traitemem cleplaisant et eerlainenient inhabituel pour la question d'immigration.

 Payette, Ryan

From:
Sent:
To:
Subject:
frmID: ccc

August 2, 2017 06:54 PM
CBSA-ASFC_Complaints_Unit-Division_des_plaintes
Soumission du formulaire WWW

Confirmation: Merci d'avoir partage votre retroaction. Votre message a ete envoye. Pour plus d'information sur la fa?on
dont I'ASFC traite la retroaction, veuillez visiter notre --page FAQ--.
sujet: Formulaire de retroaction
type de retroaction: Plainte
courriel2:
prenom:
nom de famille:
numero de telephone
adresse:
ville:
province etat:
code postal:
pays:
time_contact-hh: 17:00
d a te jo u r: 06
date_mois: juillet
date_annee: 2017
temp_hh:
temp_mm:
lieu: AEROPORT INTERNATIONAL MONTREAL-PIERRE ELLIOTT TRUDEAU
retroaction: Bonjour,

 1
j

aberrant et irrespectueux.

attestation: yes
Submit: Soumettre

Mozilla/5.0 (Windows NT 10.0; Win64; x64) AppleWebKit/537.36 (KHTML, like Gecko) Chrome/60.0.3112.90
Safari/537.36

 Payette, Ryan

From:
Sent:
To:
Subject:
frmID: ccc

August 8, 2017 12:54 PM
CBSA-ASFC_Complaints_Unit-Division_des_plaintes
WWW Form Submission

Confirmation: Thank you for sharing your feedback. Your message has been sent. For more information on how the
CBSA handles feedback, please visit our --FAQ Page--.
subject: Feedback Form
feedback type: complaint
email2:
first name
family name:
phone number:
address
city
province state:
postal code:'
country
date_month: August
date_day: 28
date_year: 2017
time_hh:
time mm:
location: YVR airport

 l
Dne of your CBSA agent
he yelled out at us "HEY" come here! 11...
this guy was seriously "powertripping" just by the way he was talking and acting around us.

He was definitely trying to embarass me and make me feel inferior
started
yelling at me telling that he was the boss here and was going to take control and I had to do everything I was told. He
was so NOT professional at all...

certification: yes
Submit: Submit

Mozilla/5.0 (Windows NT 10.0; Win64; x64) AppleWebKit/537.36 (KHTML, like Gecko) Chrome/60.0.3112.90
Safari/537.36

 Payette, Ryan

From:
Sent:
To:
Subject:
Hello Complaints Unit,

CBSA-ASFC_CONTACT
August 8, 2017 03:49 PM
CBSA-ASFC_Complaints_Unit-Division_des_plaintes
FW:

Plainte contre agent federal

Client officer complaint for your action please. There are two separate e-mails from the same address will forward the
second one shortly.
We are closing this transition on our end.
Thank you,
Natasha Fardoe

From:
Sent:
August 5, 2017 9:43 AM
To: contact@cbsa.gc.ca
Subject:
Plainte contre agent federal

Date d'arrivee a l'aeroport E.TRUDEAU : mercredi 2 Aout 2017
Hcure d'arrivee ; 17hl0mn

1

 Nom Agent conceme:
Vendredi 4 Aout 2017
A Mr. Le DIrecteur de l’Asence des services
frontaliers
de Canada

Direction des reeours
Ottawa
Objet: plainte contre l'agent federal
M n m iftiir

2

 II s'adressait a
nous avec brutalite en nous faisant savoir que etions devant un agent
federal et que nous n'avions pas droit a la parole et qu'il etait le sen!
habilite a decider.

  

ma?? gig: ?gugm

Sam 

Payette, Ryan

From:
Sent:
To:
Subject:

CBSA-ASFC_CONTACT
August 8, 2017 03:50 PM
CBSA-ASFC_Complaints_Unit-Division_des_plaintes
FW:
Plainte contre agentfederal

Hello Complaints Unit,
Client officer complaint for your action please. There are two separate e-mails from the same address, here is the second
one.
We are closing this transition on our end.
Thank you,
Natasha Fardoe

From:
Sent:
August 5, 2017 9:49 AM
To: Agence Des Services Frontaliers Du Canada Direction Des Recours Ottawa Ontario K1A 0L8 <contact@cbsa.gc.ca> Cc:
Subject:

Plainte contre agent federal

Date d'arrivee a l'aeroport E.TRUDEAU : mercredi 2 Aout 2017
Heure d'arrivee : IThlOmn
1

 Nom Agent conceme:

A

Vendredi 4 Aout 2017
Mr. Le Directeur de FAgeiice des services

frontaliers
du Canada
Direction des recours
Ottawa
Objet: plainte contre l’agent federal
Monsieur,

 II s'adressait a
nous avec brutalite en nous faisant savoir que etions devant un agent
federal et que nous riavions pas droit a la parole et qu'il etalt le seul
habilite a decider.

  

Haggai: ma?i ?gs gai?ggma {.533 gigging;
mm 

B ee o u r t e BIreefx.........
D irection des reec* ::
R E C E IV E D - R k v

AUG 0 9 201?
Montreal, k 2 Aoul 2017
Direction des recours
Alienee des services fronluliers du Canada
Ottawa. ON K IA 01 8

:

if

file Mo, ___ ___
R e f . ____ ______

Monsieur,
Jc desire formuler ime plainte duns le cadre d'un passage a L aero port Pkrre-tHoU Trudeau aux environs de

La plainte est pour adresser la maniere vexatoire quo Pauent de douane m‘a adressee lorsque son paste s'est Iihere
en eiiant et a \tc un geste des dokts.

 Payette, Ryan

From:
Sent:
To:
Subject:
frmID: ccc

August 10, 2017 09:14 AM
CBSA-ASFC_Complaints_Unit-Division_des_plaintes
WWW Form Submission

Confirmation: Thank you for sharing your feedback. Your message has been sent. For more information on how the
CBSA handles feedback, please visit our --FAQ Page--.
subject: Feedback Form
feedback type: complaint
email2:
first name:
family name:
phone number:
address:
city:
province state: I
postal code:
country:
time_contact-hh: 12:00
date_month: August
date_day: 09
date_year: 2017
time_hh:
time mm:
location: Toronto

 this agent was
petty, on a power trip, rude, and ignorant. !

she was completely
ignorant and she only stated obvious conclusions
arrogance

she wouldn't look at me when I asked

;he didn't even dismiss me, rather, she looked past me to the person behind m e :

her behaviors was unprofessional and unhelpful;

certification: yes
Submit: Submit

Mozilla/5.0 (Linux; Android 7.0; SM-G935W8 Build/NRD90M) AppleWebKit/537.36 (KHTML, like Gecko)
Chrome/59.0.3071.125 Mobile Safari/537.36

 Payette, Ryan

From:
Sent:
To:
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frmID: ccc

August 10, 2017 10:44 AM
CBSA-ASFC_Complaints_Unit-Division_des_plaintes
WWW Form Submission

Confirmation: Thank you for sharing your feedback. Your message has been sent. For more information on how the
CBSA handles feedback, please visit our --FAQ Page--.
subject: Feedback Form
feedback type: complaint
email2:
first name
family name:
phone number:
address:
city:
province state:
postal code:
country:
time_contact-hh: 10:00
date_month: August
date_day: 05
date_year: 2017
time_hh:
time mm:
location: Airport Toronto

 1

He and two other officers were jelling at me
again they are yelling at me ;

if we were the

criminals.

certification: yes
Submit: Submit

Mozilla/5.0 (Linux; Android 7.0; SM-T580 Build/NRD90M) AppleWebKit/537.36 (KHTML, like Gecko)
Chrome/59.0.3071.125 Safari/537.36

 Payette, Ryan

From:
Sent:
To:
Subject:
frmID: ccc

August 10, 2017 02:50 PM
CBSA-ASFC_Complaints_Unit-Division_des_plaintes
WWW Form Submission

Confirmation: Thank you for sharing your feedback. Your message has been sent. For more information on how the
CBSA handles feedback, please visit our --FAQ Page--.
subject: Feedback Form
feedback type: complaint
email2:
first name:
family name:
phone number
address:
city:
province state:
postal code:
country:
time_contact-hh: 10:00
date_month: August
date_day: 03
date_year: 2017
time_hh: (
tim e jrim :
location: Montreal YUL
1

 he immediately got angry
and accused me of violating my NEXUS card and trying to enter the country illegally.

certification: yes
Submit: Submit

Mozilla/5.0 (Windows NT 10.0; WOW64) AppleWebKit/537.36 (KHTML, like Gecko) Chrome/60.0.3112.90 Safari/537.36

 Payette, Ryan

From:
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Subject:
frmID: ccc

August 12, 2017 05:06 PM
CBSA-ASFC_Complaints_Unit-Division_des_plaintes
WWW Form Submission

Confirmation: Thank you for sharing your feedback. Your message has been sent. For more information on how the
CBSA handles feedback, please visit our --FAQ Page--.
subject: Feedback Form
feedback type: complaint
email2
first name:
family name:
phone number
address:
city:
province state:
postal code:
country:
time_contact-hh: 17:00
date_month: August
date_day: 11
date_year: 2017
time_hh:
time mm:
location: Montreal International Airport

 1

humilliating shouting manner,
officer went into my phone (without even asking) and started to read everything on it (is this legally accepted?).
3 girl behind a desk just yelled at me to get in line.

certification: yes
Submit: Submit

Mozilla/5.0 (iPhone; CPU iPhone OS 10_3_3 like Mac OS X) AppleWebKit/603.3.8 (KHTML, like Gecko) Version/10.0
Mobile/14G60 Safari/602.1

 Payette, Ryan

From:
Sent:
To:
Subject:
frmID: ccc

August 13, 2017 12:58 PM
CBSA-ASFC_Complaints_Unit-Division_des_plaintes
WWW Form Submission

Confirmation: Thank you for sharing your feedback. Your message has been sent. For more information on how the
CBSA handles feedback, please visit our --FAQ Page--.
subject: Feedback Form
feedback type: complaint
email2:
first name:
family name:
phone number:
address:
city:
province state:
postal code:
country:
time_contact-hh: 17:00
date_month: August
date_day: 07
date_year: 2017
time_hh:
time mm:
location: 2710 Britannia Road East, Cargo 3

l

 I received an extremely contemptuous attitude and totally unacceptable treatment by the officer

the officer was acting nervous and irritated.

She
was replying to me in an aggressive tone, making sarcastic comments, avoiding eye-contact, showing total disrespect on
the verge of neglect

 Payette, Ryan

From:
Sent:
To:
Subject:
frmID: ccc

August 13, 2017 01:13 PM
CBSA-ASFC_Complaints_Unit-Division_des_plaintes
WWW Form Submission

Confirmation: Thank you for sharing your feedback. Your message has been sent. For more information on how the
CBSA handles feedback, please visit our --FAQ Page--.
subject: Feedback Form
feedback type: complaint
email2:
first name:
family name:
phone number:
address:
city:
province state
postal code:
country:
time_contact-hh: 12:00
date_month: August
date_day: 12
date_year: 2017
tim e_hh::
time_mm:
location: MONTREAL-PIERRE ELLIOTT TRUDEAU INTERNATIONAL AIRPORT

1

  

I had the worst customer service ever with the customs agent

TOF that racist action.

Person compfetirtt m being fried against •- Barries' Security Agont (to unknown, Nsms unknown)

with anger, unfair treatment, verbal

out tests and threats by the border agent.
WBit in 0 mom in total for 2 hot.re

 Feedback: Migration Officer:
On Sunday, July 30, 2017,
arrived at the Vancouver International Airport

the Canadi
Immigration Officer used this dirty tactic

 Payette, Ryan

From:
Sent:

August 16, 2017 11:12 AM

To:

CBSA-ASFC_Complaints_Unit-Division_des_plaintes
Soumission du formulaire WWW

Subject:

frmID: ccc
Confirmation: Merci d'avoir partage votre retroaction. Votre message a ete envoye. Pour plus d'information sur la fa?on
dont I'ASFC traite la retroaction, veuillez visiter notre --page FAQ"sujet: Formulaire de retroaction
type de retroaction: Plainte
courriel2:
prenom:
nom de famille:
numero de telephone:
adresse:
ville:
province etat:
code postal: I
pays
d a te jo u r: 11
date_mois: August
date_annee: 2017
temp_hh:
temp_mm
lieu: Aeroport de Montreal YUL
retroaction: Bonjour,

 j'ai fait face a un power trip d'un agent des douanes a YUL,
l

Le douanier ma crier

attestation: yes
Submit: Soumettre

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Safari/603.3.8

 Payette, Ryan

From:
Sent:
To:
Subject:

August 16, 2017 11:05 PM
CBSA-ASFC_Complaints_Unit-Division_des_plaintes
WWW Form Submission

frmID: ccc
Confirmation: Thank you for sharing your feedback. Your message has been sent. For more information on how the
CBSA handles feedback, please visit our --FAQ Page--.
subject: Feedback Form
feedback type: complaint
email2:
first name:
family name:
phone number:
address:
city: I
province state:
postal code:
country
time_contact-hh: 13:00
date_month: August
date_day: 16
date_year: 2017
time_hh: I
tim e jrim :
location: Toronto Lester B. Pearson Airport Terminal III
feedback: To Whom it may concern,

 1

he then cam to me and was very rude in his approach. He started asking me way more
questions and it felt like an interrogation in front of many strangers beside m e.,
he then gave me attitude

certification: yes
Submit: Submit

Mozilla/5.0 (Windows NT 6.3; WOW64; Trident/7.0; MAARJS; rv:11.0) like Gecko

 1
M cphail, M arshall

PROTECTED A

GTAR Correspondence RDGO / RGT Correspondance BDGR (CBSA/ASFC)
August 17, 2017 12:57 PM
CBSA-ASFC_Complaints_Unit-Division_des_plaintes
GTAR Correspondence RDGO / RGT Correspondance BDGR (CBSA/ASFC)
complaint

From:
Sent:
To:
Cc:
Subject:

CFN please

From: Kotadia, Zahra
Sent: August 17, 2017 12:22 PM
To: GTAR Correspondence RDGO / RGT Correspondance BDGR (CBSA/ASFC) <GTA-Complaints@cbsa-asfc.gc.ca>
Subject: FW: CBP scoffing at traveler photos as they enter the country

FYI/FYA

Zahra Kotadia
Superintendent, Operations Branch
t ....................

:n... A,„....... , , ... „ vemmsnt ='................ .

zahra.kotadia@cbsa-asfc.ac.ca l Tel: 905-405-5163 ) TTY: 866-335-3237

Surintendant, Direction generate des operations
Des Servi"

F; n tsiie r

j

i Gouvernement *

.aria zahra.I

di

‘bs

1Tel: 905-405-5163   ATS: 866-335-3237

From: Pacheco, Maria
Sent: August 17, 2017 12:19 PM
To: Kotadia, Zahra <Zahra.Kotadia(a>cbsa-asfc.gc.ca>
Cc: Saxby, Luisa <Luisa.Saxbv(5)cbsa-asfc.gc.ca>: Berndt, David <David.Berndt(5>cbsa-asfc.gc.ca> Subject:

FW: CBP scoffing at traveler photos as they enter the country

Passenger travelled through Terminal

on August 08 through PIK

Maria Pacheco
Chief of Operations/Chef des operations/
Canada Border Services Agency/
Agence des services frontaliers du Canada/
Toronto Pearson Int'l. Airport, Terminal 1/
Aeroport international Toronto Pearson, Aerogare 1
l

zcu

a

 PROTECTED A

2

PO Box 40 Mississauga ON L5P 1A2
Maria. Pacheco@cbsa-asfc.qc.ca/
Telephone   Telephone 905-676-5111 /
Facsimile   Telecopieur 905-676-5120 / Teletypewriter   Teleimprimeur 1-866-335-3237
Government of Canada   Gouvernement du Canada

From: Puster, Maria [mailto:maria.puster@gtaa.coml Sent:

August 17, 2017 12:08 PM
To: Pacheco, Maria <Maria.Pacheco@cbsa-asfc.gc.ca> Cc: Goodlet, Kirk <Kirk.Goodlet(5)gtaa.com>
Subject: FW: CBP scoffing at traveler photos as they enter the country

Hi Maria,
Below is a CBSA passenger complaint, although CBP is referenced.
For your awareness as we will be providing them with the CBSA contact information.
Thank you,
Maria Puster, Senior Representative, Flow & Facilitation
Greater Toronto Airports Authority I Customer & Terminal Services
P.O. Box 6031, 3111 Convair Drive, Toronto AMF, Ontario, L5P 1B2
Phone (416) 776-3236 1 Fax (416) 776-3075   Mobile (416) 433-5782 www.TorontoPearson.com

1 3 feiS □
If you do not want to receive further emails from the GTAA, please unsubscribe by replying to this email and typing "Unsubscribe"
in the subject line.
This e-mail is confidential and intended solely for the use of the individual to whom it is addressed. If you are not the intended
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arising in any way from the receipt or use thereof.
From: Greater Toronto Airports Authority [mailtoxustomer service@gtaa.com1
Sent: Thursday, August 10, 2017 12:12 PM To:

Puster, Maria <maria.puster@gtaa.com>
Cc: Goodlet, Kirk <Kirk.Goodlet@gtaa.com>
Subject: Fwd: CBP scoffing at traveler photos as they enter the country

Hi Maria,
I'm forw arding the follow ing s ta ff com plaint th a t we received.
This passenger identifies CBP, but sounds like it was CBSA.
2

 3

PROTECTED A

Let me know if you have any feedback for me, or if you would just like me to send a response providing
CBSA contact information.
Thanks,

A yesha

In support of our ISO 14001 program, please avoid printing e-mails whenever possible.

On Tue, 8 Aug at 9:16 PM ,
there!

wrote: Hi

I was (not) greeted (as they never spoke directly to me
or other travellers, only amongst themselves) by a few border patrol agents having a
contest as to who could collect the ugliest declaration card photo, specifically setting the
cards aside as they laughed amongst themselves.

3

 PROTECTED A

1

R e c o u rs e D irectorate

Di»actio • des recours
R E C ltv ItO
.V ,M .

Recourse Directorate
CBS A
uti.Superintemlant
Ottawa. ON
K.1 A 0L8

1

g

- R E?U
2 0 t ?

Fite Mo. _
Rtf, _ _

W elcom ing to Canada
*
Dear Sirs.

Bui win aie eu.sfon onieers traumatizing visitor-, in a rude

? "Drunk on power?

I'his facisi beha\ioi treatment bv C’BSA officers to visitors is unnecessarv and most unaceemabic.

 Payette, Ryan

From:
Sent:
To:
Subject:

August 20, 2017 10:04 PM
CBSA-ASFC_Complaints_Unit-Division_des_plaintes
WWW Form Submission

frmID: ccc
Confirmation: Thank you for sharing your feedback. Your message has been sent. For more information on how the
CBSA handles feedback, please visit our --FAQ Page-.
subject: Feedback Form
feedback type: complaint
email2:
first name:
family name:
phone number:
address:
city: I
province state:
postal code:
country:
time_contact-hh: 17:00
date_month: August
date_day: 19
date_year: 2017
time_hh:
time mm:
location: Toronto Lester B. International airport international arrivals

 l
She
belittled me and asked 400 questions that I believe simply weren't relevant to my entry into Canada.

certification: yes
Submit: Submit

Mozilla/5.0 (iPhone; CPU iPhone OS 10_3_3 like Mac OS X) AppleWebKit/603.1.30 (KHTML, like Gecko)
CriOS/60.0.3112.89 Mobile/14G60 Safari/602.1

 August 19.2017

1)irector in Charge
Canada Customs & Immigration
Vancouver Airport
Vancouver. B.C.

___________
Canada fiords*

da* *trvkEt$

I Services Agency

Re: Customs/lmmigration - Vancouver Airport
Dear Sir:

Canada

AUb 22. iOl/
Vuncoum t Mm
Airport

^.....11

““

i i m m pm «rmmMmm I
de Vangyyna*

“

Immediately she said ..
WHERE IS THE SECOND FORM ... we advised, we only had one. I ier response was
YOU HAVE IT ... YOU HAVE GOT TO HAVE IT ... WHERE IS IT.... in a loud brash
voice.

bullied and intimidated -

 Payette, Ryan

From:
Sent:
To:
Subject:

August 22, 2017 09:41 PM
CBSA-ASFC_Complaints_Unit-Division_des_plaintes
WWW Form Submission

frmID: ccc
Confirmation: Thank you for sharing your feedback. Your message has been sent. For more information on how the
CBSA handles feedback, please visit our --FAQ Page--.
subject: Feedback Form
feedback type: complaint
email2:
first name:
family name:
phone number:
address:
city:
province state
postal code:
country:
time_contact-hh: 11:00
date_month: July
date_day: 05
date_year: 2017
time_hh:
time mm:
location: Vancouver International Airport

l

  

The border agent then barked,

The border agent grew more
stubborn

The second border agent then tried to diminish our
fears and comfort us, at which point the fist border agent seemed to drop his line of questioning.

certification: yes
Submit: Submit

Mozilla/5.0 (Windows NT 10.0; Win64; x64) AppleWebKit/537.36 (KHTML, like Gecko) Chrome/60.0.3112.90
Safari/537.36

3

 Payette, Ryan

To:

CBSA-ASFC_Appeals-Appels
August 25, 2017 12:24 PM
CBSA-ASFC_Complaints_Unit-Division_des_plaintes

Subject:

FW: Online submission has been processed

From:
Sent:

FYA- Complaint

From: RCMS-SGRR(5)cbsa-asfc.gc.ca fmailto:RCMS-SGRR(5)cbsa-asfc.gc.cal Sent:

August 23, 2017 12:35 AM
To: CBSA-ASFC_Appeals-Appels <Appeals-Appels(a)cbsa-asfc.gc.ca>; CBSA-ASFC_RCMS-SGRR <RCMS-

SGRR(S)cbsaasfc.gc.ca>
Subject: Online submission has been processed

RCMS Enforcement Notification
A new Online Submission has been added to RCMS Enforcement.
The appeal details are attached below.

Launch RCfVfS Enforcement

N otit

on de SGRR Execution de la loi

Line nouvelle soumission electronique a ete ajoutee au SGRR Execution de la loi.
Les details de I'appel sont inclus ci-dessous.

Ouvfir S G R R Execution de la loi

fmrID: rcms2016c

l

 date of action: 2017-07-07
client type
client first name:
client surnam
client address:
client city: \
client country:
client province/state:
client postal/zip code: I
client phone number:
client phone number type:

detailsField: Dear Sir or Madam,

my right has been violated and i was humiliated in public,

 certificationField: yes
date submitted: 2017-08-22
language: english [language=l]
notarobot: 1
Submit: Submit

Mozilla/5.0 (Windows NT 6.1; WOW64) AppleWebKit/537.36 (KHTML, like Gecko) Chrome/57.0.2987.133 Safari/537.36

3

 Payette, Ryan

From:
Sent:
To:

CBSA-ASFC_Appeals-Appels
August 25, 2017 01:14 PM
CBSA-ASFC_Complaints_Unit-Division_des_plaintes

Subject:

FYA- Complaint

From: RCMS-SGRR(5>cbsa-asfc.gc.ca \ mailto: RCMS-SG RR(S)cbsa-asfc.gc.ca1 Sent:

August 23, 2017 8:06 PM
To: CBSA-ASFC_Appeals-Appels <Appeals-Appels(S>cbsa-asfc.gc.ca>; CBSA-ASFC_RCMS-SGRR <RCMS-

SGRR(S)cbsaasfc.gc.ca>
Subject: Online submission has been processed

RCMS Enforcement nl
A new Online Submission has been added to RCMS Enforcement.
The appeal details are attached below.

Launch RCMS Enforcement

Notification de SGRR Execution de la loi
Une nouvelle soumission electronique a ete ajoutee au SGRR Execution de la loi.
Les details de I'appel sont inclus ci-dessous.

Ouufir SGRR Execution de la loi

fmrID: rcms2016c

 date of action: 2017-08-18
client type:
client first name:
client surname:
client address:
client city:
client country: <
client province/state:
client postal/zip code:
client phone number:
client phone number type:

detailsField: DearCBSA,

1

I was not treated
that the CBSA officer was not respecting me at all as a person because the attitude was not shown in a way of helping me

certificationField: yes
date submitted: 2017-08-23
language: english [language=l]
notarobot: 1
Submit: Submit
2

 Mozilla/5.0 (Macintosh; Intel Mac OS X 10_12_6) AppleWebKit/537.36 (KHTML, like Gecko) Chrome/60.0.3112.101 Safari/537.36

3

 Payette, Ryan

From:
Sent:
To:
Subject:

August 26, 2017 05:51 PM
CBSA-ASFC_Complaints_Unit-Division_des_plaintes
WWW Form Submission

frmID: ccc
Confirmation: Thank you for sharing your feedback. Your message has been sent. For more information on how the
CBSA handles feedback, please visit our --FAQ Page--.
subject: Feedback Form
feedback type: complaint
email2:
first name
family name:
phone number
address:
city:
province state:
postal code:
country:
time_contact-hh: 10:00
date_month: August
date_day: 25
date_year: 2017
time_hh:
time mm:
location: Toronto Pearson International Airport

 CBSA- ReleasedundertheAccesstoInformationAct.
ASFC- Divulgationenvertudelaloi sur I'AccesaI'informatio

The Officer was rude and always
1

suggesting that they were up to something

the Officer starts yell

certification: yes
Submit: Submit

Mozilla/5.0 (Windows NT 10.0; rv:54.0) Gecko/20100101 Firefox/54.0

 Payette, Ryan

From:
Sent:
To:
Subject:

August 29, 2017 02:36 PM
CBSA-ASFC_Complaints_Unit-Division_des_plaintes
WWW Form Submission

frmID: ccc
Confirmation: Thank you for sharing your feedback. Your message has been sent. For more information on how the
CBSA handles feedback, please visit our --FAQ Page--.
subject: Feedback Form
feedback type: complaint
email2:
first name:
family name:
phone number
address:
citv
province state:
postal code:
country:
time_contact-hh: 09:00
date_month: August
date_day: 24
date_year: 2017
time_hh: :
time mm:
location: Custom

 1

His response was
simply, there's the machine and they need to use it.
he had a smug look and
started belittling my concerns. His response and attitude was rude and clearly demonstrates the poor quality of training
in diversity and accessibility. I
certification: yes
Submit: Submit

Mozilla/5.0 (Windows NT 6.1; Win64; x64) AppleWebKit/537.36 (KHTML, like Gecko) Chrome/60.0.3112.113
Safari/537.36

 Payette, Ryan

From:
Sent:
To:
Subject:

August 29, 2017 11:25 PM
CBSA-ASFC_Complaints_Unit-Division_des_plaintes
WWW Form Submission

frmID: ccc
Confirmation: Thank you for sharing your feedback. Your message has been sent. For more information on how the
CBSA handles feedback, please visit our --FAQ Page--.
subject: Feedback Form
feedback type: complaint
email2:
first name:
family name:
phone number:
address:
city
province state
postal code:
country:
time_contact-hh: 09:00
date_month: August
date_day: 28
date_year: 2017
tim e_hh:!
time mm:
location: Toronto Pearson Airport Terminal 3

l

 unprofessional^, disrespectfully, abusing his authority, virtually harassing, and discriminating.
3). That guard inspected my passport and the declaration form after that he was simply rude,
interested to suppress, in fact bullying and verbally abusing by asking more questions in aggressive and disrespectful
manner and again not listening the answers. Obviously, he wanted to humiliate by abusing his authority rather than
performing his duty honestly and in a professional manner.

Such behavior constitutes abuse of authority, arbitrariness, harassment and not anyhow related to the border guarding
and security control at all except that it it all was performed by the border guard.
his nationalistic discriminating motives.

2

 Payette, Ryan

From:
Sent:
To:
Subject:

August 31, 2017 11:21 AM
CBSA-ASFC_Complaints_Unit-Division_des_plaintes
WWW Form Submission

frmID: ccc
Confirmation: Thank you for sharing your feedback. Your message has been sent. For more information on how the
CBSA handles feedback, please visit our -FAQ Page-.
subject: Feedback Form
feedback type: complaint
email2: j
first name:
family name:
phone number:
address
city:
province state
postal code:
country: Canada
date_month: August
date_day: 30
date_year: 2017
time_hh: i
tim ejTim :
location: Pearson Airport Customs

The officers I encountered were very self pretentious, rude and unprofessional.

 l
During this
entire process she did not say a single word or look at me directly.

he looked very annoyed

certification: yes
Submit: Submit

Mozilla/5.0 (Linux; Android 6.0.1; SAMSUNG SM-G920W8 Build/MMB29K) AppleWebKit/537.36 (KHTML, like Gecko)
SamsungBrowser/5.4 Chrome/51.0.2704.106 Mobile Safari/537.36

 Payette, Ryan

From:
Sent:
To:
Subject:

September 1, 2017 12:10 PM
CBSA-ASFC_Complaints_Unit-Division_des_plaintes
WWW Form Submission

frmID: ccc
Confirmation: Thank you for sharing your feedback. Your message has been sent. For more information on how the
CBSA handles feedback, please visit our --FAQ Page--.
subject: Feedback Form
feedback type: complaint
email2:
first name:
family name:
phone number:
address:
city:
province state:
postal code:
country:
time_contact-hh: 09:00
date_month: August
date_day: 28
date_year: 2017
time_hh:
time mm:
location: Pearson Airport

 l

told rudely
began to verbally abuse me and
and he then told me

informed me that I'd better watch my tone with him "don't fuck with me"

angry and vindictive;

the agent one kiosk over (a woman on his
right hand side) joined in the verbal abuse asking him and taunting me
he then threatened me indicating that he
also works at the Nexus office and he would make sure that I was "messed with"

his use of obscene language (don't
fuck with me) and verbal threats against me

certification: yes
Submit: Submit

Mozilla/5.0 (Macintosh; Intel Mac OSX 10.10; rv:55.0) Gecko/20100101 Firefox/55.0

 Payette, Ryan

From:
Sent:
To:
Subject:

September 1, 2017 10:13 PM
CBSA-ASFC_Complaints_Unit-Division_des_plaintes
WWW Form Submission

frmID: ccc
Confirmation: Thank you for sharing your feedback. Your message has been sent. For more information on how the
CBSA handles feedback, please visit our --FAQ Page--.
subject: Feedback Form
feedback type: comment
email2:
first name:
family name:
phone number:
address: i
city:
province state:
postal code:
country:
time_contact-hh: 17:00
date_month: July
date_day: 20
date_year: 2017
time_hh:
time mm:
location: TORONTO PEARSON TERMINAL 3 ARRIVALS

 1

supervisor was very serious and angry about being called.

CBSA officers due to their cynical and bully
attitude.

certification: yes
Submit: Submit

Mozilla/5.0 (Windows NT 10.0; Win64; x64) AppleWebKit/537.36 (KHTML, like Gecko) Chrome/60.0.3112.113
Safari/537.36

 1

PROTECTED A

Mcphail, Marshall

From:
Sent:
To:
Subject:

September 5, 2017 10:16 AM
CBSA-ASFC_Complaints_Unit-Division_des_plaintes
W W W Form Submission

frmID: ccc
Confirmation: Thank you for sharing your feedback. Your message has been sent. For more information on how the
CBSA handles feedback, please visit our --FAQ Page--.
subject: Feedback Form
feedback type: complaint
email2:
first name:
family name:
phone number:
address:
city:
province state:
postal code:
country:
time_contact-hh: 17:00
date_month: August
date_day: 25
date_year: 2017
time_hh:
tim e mm:

location: toronto Lester Pearson Airport

l

 PROTECTED A

Inhuman harassment by Immigration Officers in Toronto

6-10 Immigration Officers generally laughing, chatting, and drinking coffee.

3.

Many of the officers were rude. In two cases they raised their voices so that everyone waiting in line could here

all the personal and private information pertaining to the case.

i

i
I

2

 The utter rudeness and boorish behavior of the Immigration officers,

certification: yes
Submit: Submit

M ozilla/5.0 (Windows NT 10.0; W OW64; Trident/7.0; Touch; rv:11.0) like Gecko

3

 Payette, Ryan

From:
Sent:
To:
Subject:
identification: victim
confirm:
first_name
family_name:
phone
address:
city:

province_state
postal_zip
country:
time_hh: 12
timejTim : 00
staff_contact: Female officer \
date_month: September
date_day: 01
date_year: tim e_ht
time_m
information: on
protection: on

September 5, 2017 07:29 PM
CBSA-ASFC_Complaints_Unit-Division_des_plaintes
W W W Form Submission

 verbal abuse
verbally torm ented by,while o ffic er'

said nothing.

being verbally abused and
hum iliated'
victim of trauma.
certification: yes
Submit: Submit

M ozilla/5.0 (Linux; Android 6.0; LG-K371 Build/MRA58K) AppleW ebKit/537.36 (KHTML, like Gecko)
Chrom e/60.0.3112.107 Mobile Safari/537.36

 August 2 nd, 2017

Recourse Directorate
Canada Border Services
333 North River Road, Tower A, 11th Floor
Ottawa, ON K1A-0L8
Fax- 1-343-2 9 1 -7 2 3 9
Re:

 The officer was aggressive, racially biased and discriminatory

In addition, the officer w as impatient, unwilling and unreasonable

 The action as of the

Customs officer were aggresaive, unwarranted and unnecessary a

3
ASF

A-ReleasedumevtheAccessm norm 
en vein :12 \a msu esa ml: mam

 

R e c o u rs e Directorate* 1
D tr o c ijo o cfec- f e n o u r s

C&As

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uU
u ”a

Com.oJ j.Qm . &t>rde\s

W

Ae_

^h a fcL -cd

  

 

 

   

 

 

Payette, Ryan

From:
Sent:
To:
Subject:

September 7, 2017 09:46 AM
CBSA-ASFC_Complaints_Unit-Division_des_plaintes
W W W Form Submission

frmID: ccc
Confirmation: Thank you for sharing your feedback. Your message has been sent. For more information on how the
CBSA handles feedback, please visit our --FAQ Page--.
subject: Feedback Form
feedback type: complaint
email2:
first name
family name
phone number
address:
city:
province state
postal code
country
time_contact-hh: 10:00
date_month: October
date_day: 12
date_year: 2015
time_hh:
tim e mm
location: pearson airport toronto

l

 CBSA officers engaged in racial profiling and infringed my rights under s. 5 of the Canadian Human Rights Act
(CHRA)

I was

subjected to heightened suspicion or aggression and subjected to insulting and demeaning racial comments.

CBSA

officers engaged in discriminatory practices against me contrary to sections 7 and 10 of the Canadian Human Rights
Act.

the CBSA
officer commented "People like you who cant afford to travel always traffic drug or words to that effect".

I was discriminated, harassed, and demeaned by CBSA officers.
highly rude and disrespectful manner they treated me. The conduct of the
officers was hostile and, most unacceptable of all,

2

 Payette, Ryan

From:
Sent:
To:
Subject:

September 8, 2017 10:43 AM
CBSA-ASFC_Complaints_Unit-Division_des_plaintes
W W W Form Submission

frmID: ccc
Confirmation: Thank you for sharing your feedback. Your message has been sent. For more information on how the
CBSA handles feedback, please visit our --FAQ Page--.
subject: Feedback Form
feedback type: complaint
email2:
first name
family name:
phone number:
address:
city:
province state:
postal code:
country:
date_month: September
date_day: 06
date_year: 2017
time_hh: 09
tim e mm: 30
location: Toronto Pearson Canadian Customs Arrivals Terminal 1

 how greatly I was disrespected,
his disgusting, condescending, demeaning, disrespectful tone

disgustingly arrogant person with major lack of
character,

certification: yes
Submit: Submit

M ozilla/5.0 (iPhone; CPU iPhone OS 10_2_1 like Mac OS X) AppleW ebKit/602.4.6 (KHTML, like Gecko) Version/10.0
M obile/14D27 Safari/602.1

 Payette, Ryan

From:
Sent:
To:
Subject:

September 8, 2017 05:04 PM
CBSA-ASFC_Complaints_Unit-Division_des_plaintes
W W W Form Submission

frmID: ccc
Confirmation: Thank you for sharing your feedback. Your message has been sent. For more information on how the
CBSA handles feedback, please visit our --FAQ Page--.
subject: Feedback Form
feedback type: complaint
email2:
first name:
family name:
phone number
address: :
city:
province state
postal code:
country:
time_contact-hh: 17:00
date_month: September
date_day: 08
date_year: 2017
time_hh
tim e mm:

location: Vancouver

 1.

Could not care less.'

The lack of professionalism i
unprofessional CBSA agents.
They treat passengers as criminals and has no regard of troubles they cause.

certification: yes
Submit: Submit

M ozilla/5.0 (iPhone; CPU iPhone OS 10_3_3 like Mac OS X) AppleW ebKit/603.3.8 (KHTML, like Gecko) Version/10.0
M obile/14G 60 Safari/602.1

 Payette, Ryan

From:
Sent:
To:
Subject:

September 9, 2017 02:51 PM
CBSA-ASFC_Complaints_Unit-Division_des_plaintes
W W W Form Submission

frmID: ccc
Confirmation: Thank you for sharing your feedback. Your message has been sent. For more information on how the
CBSA handles feedback, please visit our --FAQ Page--.
subject: Feedback Form
feedback type: complaint
email2: I
first name:
family name:
phone number:
address:
city:
province state:
postal code
country: <
time_contact-hh: 17:00
date_month: September
date_day: 09
date_year: 2017
time_hh:
tim e mm:

location: Yvr

 l

the officer arrogantly snapped back saying "you're
in Canada, speak english!"

is very disrespectful
very rude and unprofessional.

certification: yes
Submit: Submit

M ozilla/5.0 (Linux; Android 7.0; SAMSUNG SM-G935W 8 Build/NRD90M) AppleW ebKit/537.36 (KHTML, like Gecko)
SamsungBrowser/5.4 Chrom e/51.0.2704.106 Mobile Safari/537.36

 Payette, Ryan

From:
Sent:
To:
Subject:

September 10, 2017 09:28 AM
CBSA-ASFC_Complaints_Unit-Division_des_plaintes
Soumission du formulaire W W W

frmID: ccc
Confirmation: Merci d'avoir partage votre retroaction. Votre message a ete envoye. Pour plus d'information sur la fa^on
dont I'ASFC traite la retroaction, veuillez visiter notre --page FAQ-sujet: Formulaire de retroaction
type de retroaction: Plainte
courriel2:
prenom:
nom de famille:
numero de telephone:
adresse:
ville:
province etat:
code postal:
pays:
time_contact-hh: 17:00
d a te jo u r: 02
date_mois: septembre
date_annee: 2017
te m p h h :
temp_mm:
lieu: Aeroport de Montreal

retroaction: Bonjour,

 1

Impossible de dialoguer avec le personnel, malheureusement, aucune souplesse de votre part,

attestation: yes
Submit: Soumettre

M ozilla/5.0 (Windows NT 10.0; W OW64; rv:55.0) Gecko/20100101 Firefox/55.0

 Payette, Ryan

From:
Sent:
To:
Subject:

September 11, 2017 02:07 PM
CBSA-ASFC_Complaints_Unit-Division_des_plaintes
W W W Form Submission

frmID: ccc
Confirmation: Thank you for sharing your feedback. Your message has been sent. For more information on how the
CBSA handles feedback, please visit our --FAQ Page--.
subject: Feedback Form
feedback type: complaint
email2:
first name:
family name:
phone number:
address:
city:
province state:
postal code:
country:
time_contact-hh: 12:00
date_month: September
date_day: 09
date_year: 2017
time_hh:
tim e mm: -

location: Toronto Pearson Airport Terminal 1

 1

lost her tem per with me
asking me what my problem was.
She responded (and this is the part I have a problem with)
"Well if you don't like it. Don't come to Canada!"

certification: yes
Submit: Submit

M ozilla/5.0 (Windows NT 10.0; Win64; x64) AppleW ebKit/537.36 (KHTML, like Gecko) Chrom e/60.0.3112.113
Safari/537.36

 Payette, Ryan

From:
Sent:
To:
Subject:

CBSA-ASFC_Appeals-Appels
September 11, 2017 06:08 PM
CBSA-ASFC_Complaints_Unit-Division_des_plaintes

From: RCMS-SGRR(a>cbsa-asfc.gc.ca [mailto:RCMS-SGRR@cbsa-asfc.gc.ca1 Sent:
Septem bers, 2017 2:14 PM

To: CBSA-ASFC_Appeals-Appels <Appeals-Appels(5)cbsa-asfc.gc.ca>; CBSA-ASFC_RCMS-SGRR < RCMSSGRR@cbsaasfc.gc.ca>

Subject: Online submission has been processed

RCMS Enforcement Notification
A new Online Submission has been added to RCMS Enforcement.
The appeal details are attached below.

Launch RCMS Enforcement

Notification de SGRR Execution de la loi
Une nouvelle soumission electronique a ete ajoutee au SGRR Execution de la loi.
Les details de I'appel sont inclus ci-dessous.

Ou¥fir SGRR Execution de la loi

fmrID: rcms2016c

1

 date of action: 2017-06-26
client type:
client first name:
client surname:
client address:
client city:
client country:
client province/state:
client postal/zip code:
client phone number:
client phone number type:

detailsField:

treated like a cr! iminal.

certificationField: yes
date submitted: 2017-09-08
language: english [language=l]
notarobot: 1
Submit: Submit

Date 2017/06/26

 Mozilla/5.0 (Windows NT 10.0; Win64; x64) AppleWebKit/537.36 (KHTML, like Gecko) Chrome/60.0.3112.113 Safari/537.36

3

 Payette, Ryan

From:
Sent:
To:
Subject:

September 12, 2017 12:16 AM
CBSA-ASFC_Complaints_Unit-Division_des_plaintes
W W W Form Submission

frmID: ccc
Confirmation: Thank you for sharing your feedback. Your message has been sent. For more information on how the
CBSA handles feedback, please visit our --FAQ Page--.
subject: Feedback Form
feedback type: compliment
email2:
first name:
family name
phone number:
address:
city
province state:
postal code:
country:
time_contact-hh: 14:00
date_month: August
date_day: 31
date_year: 2017
time_hh:
tim e mm:

location: Terminal 3

 I was approached my a
custom officer, who asked me "what was the purpose of my trip,
l

certification: yes
Submit: Submit

M ozilla/5.0 (iPhone; CPU iPhone OS 10_3_3 like Mac OS X) AppleW ebKit/603.3.8 (KHTML, like Gecko) Version/10.0
M obile/14G 60 Safari/602.1

 Payette, Ryan

From:
Sent:
To:
Subject:

September 12, 2017 02:21 PM
CBSA-ASFC_Complaints_Unit-Division_des_plaintes
W W W Form Submission

frmID: ccc
Confirmation: Thank you for sharing your feedback. Your message has been sent. For more information on how the
CBSA handles feedback, please visit our --FAQ Page--.
subject: Feedback Form
feedback type: complaint
email2:
first name:
family name:
phone number
address:
city:'
province state:
postal code:
country:
time_contact-hh: 17:00
date_month: September
date_day: 11
date_year: 2017
time_hh:
tim e mm

location: Pearson Airport, Terminal 1, inti, visitors customs,

 The officer then corrected me, in an unnecessarily harsh tone,

oddly
aggressive nature

certification: yes
Submit: Submit

M ozilla/5.0 (Windows NT 10.0; W OW 64; rv:55.0) Gecko/20100101 Firefox/55.0

 Payette, Ryan

From:
Sent:
To:
Subject:

September 13, 2017 04:18 PM
CBSA-ASFC_Complaints_Unit-Division_des_plaintes
W W W Form Submission

frmID: ccc
Confirmation: Thank you for sharing your feedback. Your message has been sent. For more information on how the
CBSA handles feedback, please visit our --FAQ Page--.
subject: Feedback Form
feedback type: comment
email2:
first name:
family name
phone number:
address
city: (
province state:
postal code
country
time_contact-hh: 12:00
date_month: September
date_day: 12
date_year: 2017
time_hh:
tim e mm:

location: Toronto Pearson Airpot Arrivals

 1

One female
Immigration Officer

inspecting documents, was standing in a sloppy manner, leaning on cubicle, elbow

against the cubicle, legs crossed, in a most unprofessional manner.

Her demeanor and general attitude, lack of professionalism
The other young officer inspecting documents were firm, professional, courteous and were obviously good
ambassadors for Canada and excellent representatives of your service.

certification: yes
Submit: Submit

M ozilla/5.0 (Windows NT 6.1; W OW 64; Trident/7.0; ASU2JS; rv:11.0) like Gecko

 My information;

Additional details;
Time of incident
Local ion
Reference No

Sep/04/2017
Pearson International P.O. Box 40

CSS A officer
involved
Superintend

R e c o u rs e C sracio^ate

D A c e fAyx ttc\? recoiH'S

 T

o

-

<-

...

Officer
began the conversation by saying., "Okay, let ms see w hat you
have brought to Canada,
How much money was this/' very aggressively.

ther by rudely yelling,

escalated things furI am going to arrest yea!"

1

 

ASFC Irmlcauan en vein :12 \a \m su? \?ncses I?mla?mahan

CBSA- Released um 91 the Access #2 \Mnrmamm A

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

CBSA- Released um 91 the Access #2 \Mnrmamm Ac 
ASFC Irmlgahan en vein :12 \a \m su? \?Acses I?mla?mahan

 

 

Payette, Ryan

From:
Sent:
To:
Subject:
frmID: ccc

September 15, 2017 06:22 PM
CBSA-ASFC_Complaints_Unit-Division_des_plaintes
WWW Form Submission

Confirmation: Thank you for sharing your feedback. Your message has been sent. For more information on how the
CBSA handles feedback, please visit our --FAQ Page--.
subject: Feedback Form
feedback type: complaint
email2:
first name:
family name:
phone number
address:
city:
province state
postal code
country:
time_contact-hh: 11:00
date_month: September
date_day: 13
date_year: 2017
time mm: - mm location: Vancouver international Airport

 l
feedback:
Your officers intimidated, humiliated and treated him as a danger to society.
Clear power trip
certification: yes
Submit: Submit

Mozilla/5.0 (iPhone; CPU iPhone OS 10_3_3 like Mac OS X) AppleWebKit/603.3.8 (KHTML, like Gecko) Version/10.0
Mobile/14G60 Safari/602.1

 Payette, Ryan

From:
Sent:
To:
Subject:
Conduct,

CBSA-ASFC_Appeals-Appels
September 19, 2017 09:47 AM
CBSA-ASFC_Complaints_Unit-Division_des_plaintes
FW: Online submission has been processed

From: RCMS-SGRR@cbsa-asfc.ac.ca rmailto:RCMS-SGRR@cbsa-asfc.qc.ca1
Sent: September 14, 2017 11:15 PM
To: CBSA-ASFC_Appeals-Appels; CBSA-ASFC_RCMS-SGRR
Subject: Online submission has been processed

RCMS Enforcement
A new Online Submission has been added to RCMS Enforcement.
The appeal details are attached below.

Launch Ft€f¥i$ Enforcement

Notification de SGRR Execution de la loi
Une nouvelle soumission electronique a ete ajoutee au SGRR Execution de la loi.
Les details de I'appel sont inclus ci-dessous.

Ouvfir SGRR Execution de la loi

fmrID: rcms2016c

 1

date of action: 2017-08-09
client type:
client first name:
client surname:
client address
client city:
client country:
client province/state:
client postal/zip code:
client phone number:
client phone number type: I

detailsField:

j'etais choquee et terrifiee de la fagon et le temps passer a la douane qui trop longue....
certificationField: yes
date submitted: 2017-09-14
language: french [language=2]
notarobot: 1
Submit: Soumettre

Mozilla/5.0 (Linux; U; Android 6.0; fr-fr; Redmi Note 4 Build/MRA58K) AppleWebKit/537.36 (KHTML, like Gecko) Version/4.0 Chrome/46.0.2490.85
Mobile Safari/537.36 XiaoMi/MiuiBrowser/8.2.9

 I

Recourse D irectorate
01 rec tier % cles rncours

R E C C IV E !? -

SEP 2 0 2 0 V f l } f
Hit* Mo* ......-.......... ,

........

Bureau des services frontaliers du Canada
A eroport international de Trudeau - Voyageurs
975, blvd. Romeo Vachon nord, C,P. 445
Dorval, Quebec
Canada, H4Y1H1, (514)-633-7700
le 8 septem bre 2017

Monsieur, Madame,

j'a i ete arrete a la douane
de I'aeroport international de Trudeau,

 Payette, Ryan

From:
Sent:
To:
Subject:
frmID: ccc

September 20, 2017 11:29 PM
CBSA-ASFC_Complaints_Unit-Division_des_plaintes
WWW Form Submission

Confirmation: Thank you for sharing your feedback. Your message has been sent. For more information on how the
CBSA handles feedback, please visit our --FAQ Page--.
subject: Feedback Form
feedback type: complaint
email2:
first name:
family name:
phone number:
address:
city:
province state:
postal code:
country:
time_contact-hh: 10:00
date_month: September
date_day: 10
date_year: 2017
time hh: i
time mm:

l

 I was treated with complete disrespect
the humiliation and disrespect of the whole incident

wasn't respectful

 certification: yes
Submit: Submit

Mozilla/5.0 (Macintosh; Intel Mac OS X 10_12_2) AppleWebKit/602.3.12 (KHTML, like Gecko) Version/10.0.2
Safari/602.3.12

3

 Payette, Ryan

From:
Sent:
To:
Subject:
frmID: ccc

September 22, 2017 09:44 PM
CBSA-ASFC_Complaints_Unit-Division_des_plaintes
WWW Form Submission

Confirmation: Thank you for sharing your feedback. Your message has been sent. For more information on how the
CBSA handles feedback, please visit our --FAQ Page--.
subject: Feedback Form
feedback type: complaint
email2:
first name:
family name
phone number:
address:
city:
province state:
postal code:
country
time_contact-hh: 16:00
date_month: September
date_day: 22
date_year: 2017
time_hh:
time mm:
location: Toronto airport customs

 the officers demeanor was unpleasant at best.
aggressive at worst.

certification: yes
Submit: Submit

Mozilla/5.0 (iPhone; CPU iPhone OS 10_0_2 like Mac OS X) AppleWebKit/602.1.50 (KHTML, like Gecko) Version/10.0
Mobile/14A456 Safari/602.1

 Payette, Ryan

From:
Sent:
To:
Subject:

September 23, 2017 07:29 PM
CBSA-ASFC_Complaints_Unit-Division_des_plaintes
WWW Form Submission

frmID: ccc
Confirmation: Thank you for sharing your feedback. Your message has been sent. For more information on how the
CBSA handles feedback, please visit our -FAQ Page-.
subject: Feedback Form
feedback type: complaint
email2:
first name:
family name:
phone number
address:
city:
province state
postal code:
country:
date_month: September
date_day: 18
date_year: 2017
time_hh:
time_mm:
location: Pearson Airport, Terminal 3

the utter lack of professional, or indeed, normal civil courtesy, and manners on the part of the (

 CBSA staff at Pearson.
I was
struck again by the rudeness, arrogance, and discourtesy CBSA staff at Pearson, who were brusque and rude to a
l

number of people making their way through the queues to be processed; in numerous cases on that date, CBSA staff
shouted at people in the queue, referring to them as "hey, you" "buddy" and in one notable incident, a CBSA officer
was rolling her eyes at some interaction with an elderly passenger.
the CBSA "officer"...this youngster was
slouched back in his chair,
and presented a picture of sloth and utter disregard for
his position....rather than calling people forward, he instead pointed at the next person in the queue, and using crooked
fingers, gestured them forward...

certification: yes
Submit: Submit

Mozilla/5.0 (Windows NT 10.0; WOW64; Trident/7.0; rv:11.0) like Gecko

 Payette, Ryan

From:
Sent:
To:
Subject:
frmID: ccc

September 23, 2017 10:51 PM
CBSA-ASFC_Complaints_Unit-Division_des_plaintes
WWW Form Submission

Confirmation: Thank you for sharing your feedback. Your message has been sent. For more information on how the
CBSA handles feedback, please visit our --FAQ Page--.
subject: Feedback Form
feedback type: complaint
email2:
first name:
family name:
phone number:
address:
city:
province state:
postal code
country:
time_contact-hh: 11:00
date_month: August
date_day: 23
date_year: 2017
time_hh
time mm:
location: Toronto Pearson

 1

handcuffed me,
handcuffs on,

was painfull, I was detained for over two hours with the
he used excessive force

Regards

certification: yes
Submit: Submit

Mozilla/5.0 (Windows NT 10.0; Win64; x64) AppleWebKit/537.36 (KHTML, like Gecko) Chrome/60.0.3112.113
Safari/537.36

 To
Recourse D irectorate
Canada Border Services Agency
Ottawa, ON K1A 0L8

Dear Sir/M adam ,
Subject: -

 ASFC- Divulgationenvertudelaloi surI’AccesaI’information

the CBSA officer

she was not helpful

2

 Payette, Ryan

From:
Sent:
To:
Subject:
frmID: ccc

September 25, 2017 07:31 PM
CBSA-ASFC_Complaints_Unit-Division_des_plaintes
WWW Form Submission

Confirmation: Thank you for sharing your feedback. Your message has been sent. For more information on how the
CBSA handles feedback, please visit our --FAQ Page--.
subject: Feedback Form
feedback type: complaint
email2:
first name
family name:
phone number: I
address:
city:
province state:
postal code:
country:
time_contact-hh: 12:00
date_month: September
date_day: 24
date_year: 2017
time_hh:
time mm:
location: Toronto Airport

 l

They were taciturn, unfriendly, and doing
their best to appear intimidating.

certification: yes
Submit: Submit

Mozilla/5.0 (Macintosh; Intel Mac OS X 10_11_6) AppleWebKit/537.36 (KHTML, like Gecko) Chrome/60.0.3112.113
Safari/537.36

 Payette, Ryan

From:
Sent:
To:
Subject:
frmID: ccc

September 25, 2017 10:28 PM
CBSA-ASFC_Complaints_Unit-Division_des_plaintes
WWW Form Submission

Confirmation: Thank you for sharing your feedback. Your message has been sent. For more information on how the
CBSA handles feedback, please visit our --FAQ Page--.
subject: Feedback Form
feedback type: complaint
email2:
first name:
family name:
phone number: ■
address:
city:
province state:
postal code:
country:
time_contact-hh: 12:00
date_month: September
date_day: 17
date_year: 2017
time hh:
time mm: ■

 1

was extremely rude and aggressive

Officer

was rude, aggressive and abused her authority

certification: yes
Submit: Submit

Mozilla/5.0 (Windows NT 10.0; Win64; x64) AppleWebKit/537.36 (KHTML, like Gecko) Chrome/52.0.2743.116
Safari/537.36 Edge/15.15063

 Payette, Ryan

From:
Sent:
To:
Subject:
frmID: ccc

September 27, 2017 03:01 PM
CBSA-ASFC_Complaints_Unit-Division_des_plaintes
WWW Form Submission

Confirmation: Thank you for sharing your feedback. Your message has been sent. For more information on how the
CBSA handles feedback, please visit our --FAQ Page--.
subject: Feedback Form
feedback type: complaint
email2:
first name:
family name: I
phone number
address:
city:
province state:
postal code:
country:
time_contact-hh: 10:00
date_month: September
date_day: 24
date_year: 2017
time_hh:
time mm:
location: TORONTO INTERNATIONAL AIRPORT

 1

I was terribly treated by
two officers who in a totally violent, ironic, humiliating, and despotic manner

. They forced me to pick up my belongins from the floor, lincluding the documents and money they had
throwed carelessly, always laughing at me, and repeating the !
threats they had repeatedly made to me.

certification: yes
Submit: Submit

Mozilla/5.0 (Macintosh; Intel Mac OS X 10.10; rv:55.0) Gecko/20100101 Firefox/55.0

 Payette, Ryan

From:
Sent:
To:
Subject:
frmID: ccc

October 1, 2017 05:41 PM
CBSA-ASFC_Complaints_Unit-Division_des_plaintes
WWW Form Submission

Confirmation: Thank you for sharing your feedback. Your message has been sent. For more information on how the
CBSA handles feedback, please visit our --FAQ Page--.
subject: Feedback Form
feedback type: complaint
email2:
first name: <
family name:
phone number:
address:
city:
province state:
postal code:
country:
date_month: September
date_day: 30
date_year: 2017
time_hh
time mm:
location: montreal trudeau airport

 First he
a s k e d m e t o p la c e m y b a g o n t h e c o u n te r , t h e n h e a ske d m e w h e r e i w a s c o m in g f r o m a n d w h e n i h a d le f t Canada,

then he asked me if i had packed my bag myself,
he asked if i
know everything that was in my bag,
he proceeded to take the contents of my bag out one by one and lay it
on the counter...he looked at all my personal papers, asking a million questions about every single thing

He questioned every little receipt i had in my bag...whats this for....where did you go when you were there, was this a
romantic visit, what did you do there, do you have any photos of your places you went, can you show me....do you have
your originial ittinerary for your trip.

certification: yes
Submit: Submit

Mozilla/5.0 (Windows NT 6.1; Win64; x64) AppleWebKit/537.36 (KHTML, like Gecko) Chrome/61.0.3163.79
Safari/537.36

 Payette, Ryan

From:
Sent:
To:
Subject:
identification: victim

October 13, 2017 09:56 AM
CBSA-ASFC_Complaints_Unit-Division_des_plaintes
WWW Form Submission

confirm:
first_name:
family_name:
phone:
address:
city:
province_state:
postal_zip:
country:
tim e jrim : 35
staff_contact:
date_month: October
date_day: 11
date_year: time_hh
tim e jrim
information: on
location: Toronto information airport

unprofessional to me as a visitor.

talking something
unfriendly

 attitude.

1

why have to show your unfriendly attitude to visitors ?! The first image of Canada is p oo r,
inefficient and unfriendly
using power abused visitors.
certification: yes
Submit: Submit

Mozilla/5.0 (iPhone; CPU iPhone OS 10_3_3 like Mac OS X) AppleWebKit/603.3.8 (KHTML, like Gecko) Version/10.0
Mobile/14G60 Safari/602.1

 Payette, Ryan

From:
Sent:
To:
Subject:

CBSA-ASFC_CONTACT
October 13, 2017 02:08 PM
CBSA-ASFC_Complaints_Unit-Division_des_plaintes
FW: ’

Question et commentaires

Hello Complaints Unit,
Client complaint/comment about their customs clearance for your action please.
W e are closing this transaction on our end.

Thank you,
David Lamoureux
A/Technical Advisor, Border Information Services and Contact Us Canada
Border Services Agency / Government of Canada
david.lamoureux@cbsa-asfc.ac.ca / Tel 1-204-983-3413 / TTY: 866-335-3237
Conseiller Technique/I, Service d'information sur la frontiere et Contactez-nous Agence
des services frontaliers du Canada / Gouvernement du Canada
david.lamoureux@.cbsa-asfc.ac.ca / Tel 1-204-983-3413 / ATS: 866-335-3237

From:
October 13, 2017 10:53 AM
To: contact(5)cbsa.gc.ca
Subject:
Question et commentaires

Sent:

Madame,
Monsieur,

a repondu
tres sechement de passer a gauche (immigration et douanes).

 pas repondre a nos questions quand on montre nos papier'

1

Nous avons du attendre encore 2 heures supplementaires

 PROTECTED A

1

M cphail, Marshall

From:
Sent:
To:
Subject:
frmID: ccc

October 15, 2017 07:38 PM
CBSA-ASFC_Complaints_Unit-Division_des_plaintes
WWW Form Submission

Confirmation: Thank you for sharing your feedback. Your message has been sent. For more information on how the
CBSA handles feedback, please visit our --FAQ Page--.
subject: Feedback Form
feedback type: complaint
email2:
first name:
family name:
phone number:
address:
city:
province state:
postal code:
country:
time_contact-hh: 09:00
date_month: September
date_day: 27
date_year: 2017
time_hh:
time mm: - mm location: Montreal Trudeau airport

l

 PROTECTED A

2

inspected all the contents, including the bills I provided for my purchases, my agenda notes and
miscellaneous papers.

From tim e to time, he claimed an item was new and each time I

showed him an indication that it was not. He was adamant that a pair of shoes was newly purchased and I responded
they were not and moreover that I could produce a bill at a future time. To this he responded something to the effect
that that was not how things worked at customs.
Throughout, the agent was annoyed and rude, and appeared to me to be disappointed not to find any purchase not
declared. I

another agent was there, this time a female. She threatened

2

 PROTPHTFR A

certification: yes
Submit: Submit

M ozilla/5.0 (iPhone; CPU iPhone OS 10_3_3 like Mac OS X) AppleW ebKit/603.3.8 (KHTML, like Gecko) Version/10.0
M obile/14G 60 Safari/602.1

3

 PROTECTED A

1

Mcphail, Marshall

From:
Sent:
To:
Subject:

October 15, 2017 08:57 PM
CBSA-ASFC_Complaints_Unit-Division_des_plaintes
W W W Form Submission

frmID: ccc
Confirmation: Thank you for sharing your feedback. Your message has been sent. For more information on how the
CBSA handles feedback, please visit our --FAQ Page--.
subject: Feedback Form
feedback type: complaint
email2:
first name:
family name:
phone number
address
city:
province state:
postal code
country:
time_contact-hh: 16:00
date_month: September
date_day: 01
date_year: 2017
tim e hh:
tim e mm:

 this to her is OUTRAGEOUS. No family member should have to worry about the safety
of their family I

certification: yes
Submit: Submit

M ozilla/5.0 (Windows NT 6.1; W OW 64; Trident/7.0; rv:11.0) like Gecko

 PROTECTED A

1

Mcphail, Marshall

From:
Sent:
To:
Subject:

October 16, 2017 07:56 PM
CBSA-ASFC_Complaints_Unit-Division_des_plaintes
W W W Form Submission

frmID: ccc
Confirmation: Thank you for sharing your feedback. Your message has been sent. For more information on how the
CBSA handles feedback, please visit our --FAQ Page--.
subject: Feedback Form
feedback type: complaint
email2:
first name:
family name:
phone number
address:
city:
province state:
postal code:
country:
time_contact-hh: 17:00
date_month: September
date_day: 01
date_year: 2017
tim e hh: i
tim e mm

 1

demeaning and unprofessional
treatm ent she received from the officers.

certification: yes
Submit: Submit

M ozilla/5.0 (Linux; Android 4.4.2; HTC Desire 510 Build/KOT49H) AppleW ebKit/537.36 (KHTML, like Gecko)
C hrom e/61.0.3163.98 Mobile Safari/537.36

 PROTECTED A

1

Mcphail, Marshall

From:
Sent:
To:
Subject:

October 16, 2017 05:54 PM
CBSA-ASFC_Complaints_Unit-Division_des_plaintes
W W W Form Submission

frmID: ccc
Confirmation: Thank you for sharing your feedback. Your message has been sent. For more information on how the
CBSA handles feedback, please visit our --FAQ Page--.
subject: Feedback Form
feedback type: complaint
email2:
first name
family name:
phone nu m b er:!
address:
city:
province state:
postal code:
country:
time_contact-hh: 11:00
date_month: October
date_day: 10
date_year: 2017
tim e hh: i
tim e mm:

l

 i had been denied boarding the flight without any exceptior

PROTECTED A

3
ASF

A-ReleaseziumeviheAccessm norm 
en vein :12 is Disu esa ind: maian

PROTECTED A

3

certitication: yes
Submit: Submit

M ozilla/5.0 ( X ll; CrOS armv7l 9592.96.0) AppleW ebKit/537.36 (KHTML, like Gecko) C hrom e/60.0.3112.114
Safari/537.36

3

 Payette, Ryan

From:
Sent:
To:
Subject:

October 17, 2017 11:32 AM
CBSA-ASFC_Complaints_Unit-Division_des_plaintes
W W W Form Submission

frmID: ccc
Confirmation: Thank you for sharing your feedback. Your message has been sent. For more information on how the
CBSA handles feedback, please visit our --FAQ Page--.
subject: Feedback Form
feedback type: complaint
email2:
first name:
family name:
phone number:
address:
city:
province state:
postal code:
country:
time_contact-hh: 10:00
date_month: October
date_day: 17
date_year: 2017
tim e hh
tim e mm:

l

 clearly gave me no option; I had to present my passport,

refused to
process my claim to re-enter Canada even though I had proper documentation with me

2

 certification: yes
Submit: Submit

M ozilla/5.0 (Windows NT 6.1; W OW 64; rv:52.0) Gecko/20100101 Firefox/52.0

3

 Payette, Ryan

From:
Sent:
To:
Cc:
Subject:

Montpellier, Manon on behalf of Quebec Complaints / Plaintes Quebec (CBSA/ASFC)
October 17, 2017 11:36 AM
CBSA-ASFC_Complaints_Unit-Division_des_plaintes
Quebec Complaints / Plaintes Quebec (CBSA/ASFC)
TR:1

Bonjour svp enregistrer cette plainte pour notre region.
Merci
Manon M ontpellier
Agente regionaie des programmes, Division des services corporatifs et des programmes, Region du Quebec
Coordonnatrice regionaie - plaintes
Age nee des services frontaiiers du Canada / Gouvernement du Canada manon.montpellier(g)cbsa-asfc.ac.ca
I Tel: 514-283-8700 x 6016 j ATS : 866-335-3237
Regional Program Officer; Corporate and Program Services Division Regional
Coordinator - complaints
Canada Border Services Agency j Government o f Canada manon.montpeHier(a)cbsa-asfc.ac.ca
j Tel: 514-283-8700 x 6016 / TTY: 866-335-3237

D e : Perreault, Karine
Envoye : 17 octobre, 2017 11:19
A : Quebec Complaints / Plaintes Quebec (CBSA/ASFC) <CBSA.QueComplaints-PlaintesQue.ASFC@cbsa~asfc.RCxa>
Cc : Perreault, Karine <Karine.Perreault@cbsa-asfc.RCxa> O bjet : TR:
Bonjour,
Veuillez svp numerator cette plainte.
Merci

Karine Perreault
Adjointe administrative. District des aeroports - Region du Quebec Agence
des services frontaiiers du Canada   Gouvernement du Canada

karine.perreault@cbsa-asfc.RCxa   Tel: 514-633-7702   ATS: 866-335-3237
Administrative Assistant, Airports District-Quebec Region Canada Border
Services Agency   Government of Canada karine.perreault@cbsa-

asfc.gcxa   Tel: 514-633-7702   TTY: 866-335-3237

D e : QUE-PET, Programmes
Envoye : 17 octobre, 2017 10:24

l

 D e : YULClientele [mailto:YULCliente[e@ad

Envoye

: 17 octobre, 2017 9:44
A : QUE-PET, Programmes <QUE-AeroportsDQrval-Mirabel,Programmes@cbsa-asfc,g:c,ca> Objet
: TR:

Bonjour,
Ceci est pour votre information,
Cordialement.
AEROPORTS DE MONTREAL Stephanie
Agente, Relations clients
Officers Customer Relations

800, place Leigh-Capreol, bureau 1000
WWW.APMTL.COM

De : no-reply@admtl,com [mailto:no-reply@admtl.com1
Envoye : 16 octobre 2017 23:27
A : YULClientele <YULC3enteIe@admthcom> Obiet

Data from form "Commentaires" was received on October 16, 2017.
Nature
commentaire

Autre

M otif visite

Arrivee

Services
gouvernementaux

Douanes-immigration canadienne

Compagnie
aerienne
Numero de vol
Transporteur
Acces et transports
Stationnement
Aerogare
Resto et shopping
Site web

0

Sujet

procedures

Date evenement

2017-10-16
3

 Civilite
Nom
Prenom
Adresse
Ville
Province / Etat
Code postal
Pays
Telephone
Courriel

Commentaires
Vos douanier sont mal
former, ignorant et pas gentils !
Reponse requise

1

Langue

fr

Adresse Ip

172.56.6.73

4

 Payette, Ryan

From:
Sent:
To:
Subject:

October 18, 2017 05:15 AM
CBSA-ASFC_Complaints_Unit-Division_des_plaintes
W W W Form Submission

frmID: ccc
Confirmation: Thank you for sharing your feedback. Your message has been sent. For more information on how the
CBSA handles feedback, please visit our --FAQ Page--.
subject: Feedback Form
feedback type: complaint
email2:
first name
family name:
phone number:
address:
city: Causewav
province state:
postal code:
country:
time_contact-hh: 11:00
date_month: October
date_day: 06
date_year: 2017
tim e hh:
tim e mm:

l

 the tone of the questioning was incredibly rude.

the officer responded:
Shut the fuck up - take your bag and leave, because that was not my question!"

2

 certification: yes
Submit: Submit

M ozilla/5.0 (Macintosh; Intel Mac OS X 10_11_6) AppleW ebKit/537.36 (KHTML, like Gecko) Chrom e/61.0.3163.100
Safari/537.36

3

 Payette, Ryan

From:
Sent:
To:
Subject:

October 18, 2017 02:47 PM
CBSA-ASFC_Complaints_Unit-Division_des_plaintes
W W W Form Submission

frmID: ccc
Confirmation: Thank you for sharing your feedback. Your message has been sent. For more information on how the
CBSA handles feedback, please visit our --FAQ Page--.
subject: Feedback Form
feedback type: complaint
email2:
first name
family name:
phone number:
address:
city:
province state:
postal code:
country:
time_contact-hh: 09:00
date_month: October
date_day: 11
date_year: 2017
time_hh
tim e mm:
lo c a tio n : t o r o n t o , O n ta rio

 1

the officer made certain offending comments about me and my family .
According to him " people like me abuse the system receive the education, don't pay taxes and return home while other
people like him suffer in the form of paying taxes",

certification: yes
Submit: Submit

M ozilla/5.0 (Macintosh; Intel Mac OS X 10_10_5) AppleW ebKit/537.36 (KHTML, like Gecko) C hrom e/61.0.3163.100
Safari/537.36

 Payette, Ryan

From:
Sent:
To:

October 18, 2017 02:51 PM

Subject:

W W W Form Submission

CBSA-ASFC_Complaints_Unit-Division_des_plaintes

frmID: ccc
Confirmation: Thank you for sharing your feedback. Your message has been sent. For more information on how the
CBSA handles feedback, please visit our --FAQ Page--.
subject: Feedback Form
feedback type: complaint
email2:
first name:
family name:
phone number:
address:
city:
province state:
postal code:
country:
date_month: date_day: date_year: time_mm: - mm location: Toronto, Ontario
feedback:
. I have been redirected to secondary CBSA
suosequentiy everytime i travel

 certification: yes
l

Submit: Submit

M ozilla/5.0 (Macintosh; Intel Mac OS X 10_10_5) AppleW ebKit/537.36 (KHTML, like Gecko) Chrom e/61.0.3163.100
Safari/537.36

 Payette, Ryan

From:
Sent:
To:
Subject:

October 19, 2017 11:00 AM
CBSA-ASFC_Complaints_Unit-Division_des_plaintes
W W W Form Submission

frmID: ccc
Confirmation: Thank you for sharing your feedback. Your message has been sent. For more information on how the
CBSA handles feedback, please visit our --FAQ Page--.
subject: Feedback Form
feedback type: complaint
email2:
first name:
family name:
phone number:
address:
city:
province state:
postal code:
country:

time_contact-hh: 17:00
date_month: August
date_day: 05
date_year: 2017
time_hh:
timejTim:
location: Aeroport Pierre-Eliot Trudeau
feedback: Good day,

 certification: yes
Submit: Submit

M ozilla/5.0 (Macintosh; Intel Mac OS X 10_12_6) AppleW ebKit/537.36 (KHTML, like Gecko) C hrom e/61.0.3163.100
Safari/537.36 OPR/48.0.2685.39

 Payette, Ryan

From:
Sent:
To:
Subject:

CBSA-ASFC_Appeals-Appels
October 20, 2017 10:58 AM
CBSA-ASFC_Complaints_Unit-Division_des_plaintes

Threatened and miss treated by BSO

From: RCMS-SGRR@cbsa-asfc.qc.ca rmailto:RCMS-SGRR@cbsa-asfc.qc.ca1
Sent: October 17, 2017 9:41 PM
To: CBSA-ASFC_Appeals-Appels; CBSA-ASFC_RCMS-SGRR
Subject: Online submission has been processed

RCMS E n fo rc e m e n t
A new Online Submission has been added to RCMS Enforcement.
The appeal details are attached below.

Launch RCMS Enforcement

SGRR E xecution de la loi
Line nouvelle soumission electronique a ete ajoutee au SGRR Execution de la loi.
Les details de I'appel sont inclus ci-dessous.

Ouvrir SGRR Enecution de la loi

fmrID: rcms2016c

 1

date of action: 2017-09-07
client type: i
client first name: I
client surname:
client address:
client city:
client country:
client province/state:
client postal/zip code:
client phone number:
client phone number type:

\

representative type: Individual [representativeType=51]

we were being singled out

certificationField: yes
date submitted: 2017-10-17
language: english [language=l]
notarobot: 1
Submit: Submit

Mozilla/5.0 (X ll; Ubuntu; Linux x86_64; rv:54.0) Gecko/20100101 Firefox/54.0

 Payette, Ryan

From:
Sent:
To:
Subject:

October 20, 2017 03:45 PM
CBSA-ASFC_Complaints_Unit-Division_des_plaintes
W W W Form Submission

frmID: ccc
Confirmation: Thank you for sharing your feedback. Your message has been sent. For more information on how the
CBSA handles feedback, please visit our --FAQ Page--.
subject: Feedback Form
feedback type: complaint
email2:
first name:
family name:
phone number:
address:
city:
province state:
postal code:
country:
time_contact-hh: 09:00
date_month: August
date_day: 06
date_year: 2017
time_hh:
tim e mm:

location: Toranto

 l

The officer did not believe me and yelled at me for
lying.

Thank you for your attention.

certification: yes
Submit: Submit

M ozilla/5.0 (Windows NT 6.1; Win64; x64; Trident/7.0; rv:11.0) like Gecko

 Payette, Ryan

From:
Sent:

October 21, 2017 03:51 PM

To:

CBSA-ASFC_Complaints_Unit-Division_des_plaintes

Subject:

W W W Form Submission

frmID: ccc
Confirmation: Thank you for sharing your feedback. Your message has been sent. For more information on how the
CBSA handles feedback, please visit our -F A Q Page-.
subject: Feedback Form
feedback type: compliment
email2:
first name:
family name:
phone number:
address:
city:
province state
postal code
country:
time_contact-hh: 11:00
date_month: October
date_day: 19
date_year: 2017
time_hh:
tim e_m m
location: Toronto Lester B. Pearson International Airport - Terminal 3
feedback: Attention Superintendent OF Canada Border Service Agency,

 ASFC- Divulgationenvert

1

I felt that I have unfair treatment,racial profiling and been single out for no reason
the Officer was polite and respecta!
ble but he has lack of training and only targeting sane people

certification: yes
Submit: Submit

M ozilla/5.0 (Windows NT 6.1; Win64; x64) AppleW ebKit/537.36 (KHTML, like Gecko) C hrom e/61.0.3163.100
Safari/537.36

 Payette, Ryan

From:
Sent:
To:
Subject:

October 27, 2017 09:00 AM
CBSA-ASFC_Complaints_Unit-Division_des_plaintes
W W W Form Submission

frmID: ccc
Confirmation: Thank you for sharing your feedback. Your message has been sent. For more information on how the
CBSA handles feedback, please visit our --FAQ Page--.
subject: Feedback Form
feedback type: complaint
email2:
first name:
family name:
phone number:
address:
city:
province state:
postal code:
country:
time_contact-hh: 14:00
date_month: October
date_day: 27
date_year: 2017
time_hh:
tim e mm:

location: Pearson International Airport Nexus Enrollment Centre

 l

She was extremely curt with me
this officer and her tone be
adjusted for future.

certification: yes
Submit: Submit

M ozilla/5.0 (Linux; Android 7.0; SM-G950U1 Build/NRD90M) AppleW ebKit/537.36 (KHTML, like Gecko)
C hrom e/61.0.3163.98 Mobile Safari/537.36

 Payette, Ryan

From:
Sent:

October 30, 2017 02:15 PM

To:

CBSA-ASFC_Complaints_Unit-Division_des_plaintes

Subject:

W W W Form Submission

frmID: ccc
Confirmation: Thank you for sharing your feedback. Your message has been sent. For more information on how the
CBSA handles feedback, please visit our --FAQ Page--.
subject: Feedback Form
feedback type: complaint
email2:
first name:
family name:
phone number:
address:
city:
province state:
postal code:
country:
time_contact-hh: 17:00
date_month: October
date_day: 26
date_year: 2017
time_hh:
tim e mm:

location: Toronto

l

 Her re p ly -" D O N 'T YELL AT ME'! FILL OUT THE FORM ON THE OTHER SIDE"!

the other snapped at me - I WAS JUST BEGINNING THE PROCESS OF REMOVING YOUR LUGGAGE FROM THIS
FLIGHT!!!

certification: yes

2

 Payette, Ryan

From:
Sent:
To:
Subject:
Attachments:

CBSA-ASFC_CONTACT
November 1, 2017 09:26 AM
CBSA-ASFC_Complaints_Unit-Division_des_plaintes
FW:

Hello Complaints Unit,
Client complaint against a BSO for your action please.
We are closing this transaction on our end.
Thank you,
David Lamoureux
A/Technical Advisor, Border Information Services and Contact Us Canada
Border Services Agency / Government of Canada
david.lamoureux@cbsa-asfc.qc.ca / Tel 1-204-983-3413 / TTY: 866-335-3237
Conseiller Technique/I, Service d'information sur la frontiere et Contactez-nous Agence
des services frontaliers du Canada / Gouvernement du Canada
david.lamoureux@cbsa-asfc.qc.ca / Tel 1-204-983-3413 / ATS: 866-335-3237

From:

Sent:

October 31, 2017 2:29 PM

To: Comerford, Richard <Riehard.Comerford@cbsa-asfe.gc.ca>; contact(Scbsa.gc.ca: customer service@gtaa.com
Subject:

To whom it may concern,

 travellers,
embarrass her.

a uniformed peace officer with the power to detain and perform invasive physical searches on
and took the opportunity to objectify, intimidate and

2

 CBSA■ReleasedundertheAccesstoInformationAct.
ASFC■Divulgationenvertudelaloi surI’AccesaI’informati

Payette, Ryan

From:

GTAR Correspondence RDGO / RGT Correspondance BDGR (CBSA/ASFC)

Sent:

November 1, 2017 08:59 AM

To:

CBSA-ASFC_Complaints_Unit-Division_des_plaintes

Cc:

GTAR Correspondence RDGO / RGT Correspondance BDGR (CBSA/ASFC)

Subject:
CFN please

From: Vragovic, Goran
Sent: October 31, 2017 4:33 PM
To: Dennis, Jennifer <Jennifer,Dennis@cbsa-asfc,gc,ca>
Cc: Pileggi, Nadia < Nadia.Pileggi@cbsa-asfc.gc.ca>: Desforges, Meegan <Meegan.Desforges(5)cbsa~asfe.gc,ca>:
Mimikopoulos, Christina <Christina.Mimikopoulos@cbsa-asfc.gc.ca>: Patel, Nina <Nina,Patel@cbsa-asfc.gc.ca> Subject:
Fw:

Jen;
Please track this a s formal complaint.
Goran

From: Comerford, Richard < Richard.Comerford@cbsarasfc,.gc.ca>
Sent: Tuesday, October 31, 2017 4:20 PM
To: Vragovic, Goran
Cc: Sheridan, Norm; Durocher, Christine; Berardi, Dave; Collee, Mona Subject:

FW:
Goran,

Rick.

From:

Sent:

October 31, 2017 3:29 PM

To: Comerford, Richard < R ic h a rd .C o m e rfo rd @ c b s a -a s fc .e c .c a >; contact@cbsa.ec.ca: c u s to m e r s e rv ic e @ g ta a .c o m
Subject:
To whom it may concern,

 travellers,
embarrass her.

a uniformed peace officer with the power to detain and perform invasive physical searches on
and took the opportunity to objectify, intimidate and

2

 Payette, Ryan

From:
Sent:

November 5, 2017 06:59 PM

To:

CBSA-ASFC_Complaints_Unit-Division_des_plaintes

Subject:

W W W Form Submission

frmID: ccc
Confirmation: Thank you for sharing your feedback. Your message has been sent. For more information on how the
CBSA handles feedback, please visit our --FAQ Page--.
subject: Feedback Form
feedback type: complaint
email2:
first name:
family name:
phone number
address:
city:
province state
postal code
country:
time_contact-hh: 10:00
date_month: November
date_day: 05
date_year: 2017
time_hh:
tim e mm

location: YVR Airport

 CBSA officer today with very rude and unpleasant (and discriminatory) comments.

l

he said the trip was "a waste of money". Then he proceed to comment that because "my parents were paying
for it so it's ok".

comments very offensive and unprofessional

certification: yes
Submit: Submit

M ozilla/5.0 (iPhone; CPU iPhone OS 11_0_3 like Mac OS X) AppleW ebKit/600.1.4 (KHTML, like Gecko) GSA/10.0.63022
M obile/15A432 Safari/600.1.4

 Payette, Ryan

From:
Sent:

November 5, 2017 09:43 PM

To:

CBSA-ASFC_Complaints_Unit-Division_des_plaintes

Subject:

W W W Form Submission

frmID: ccc
Confirmation: Thank you for sharing your feedback. Your message has been sent. For more information on how the
CBSA handles feedback, please visit our --FAQ Page--.
subject: Feedback Form
feedback type: complaint
email2
first name:
family name:
phone number:
address:
city:
province state
postal code:
country:
time_contact-hh: 09:00
date_month: November
date_day: 05
date_year: 2017
time_hh:
tim e mm:

location: Montreal (YUL)

 His line of questioning was totally out of line and unnecessary.

certification: yes
Submit: Submit

M ozilla/5.0 (Macintosh; Intel Mac OS X 10_13_1) AppleW ebKit/604.3.5 (KHTML, like Gecko) Version/11.0.1
Safari/604.3.5

 Payette, Ryan

From:
Sent:

November 5, 2017 10:15 PM

To:

CBSA-ASFC_Complaints_Unit-Division_des_plaintes

Subject:

W W W Form Submission

frmID: ccc
Confirmation: Thank you for sharing your feedback. Your message has been sent. For more information on how the
CBSA handles feedback, please visit our --FAQ Page--.
subject: Feedback Form
feedback type: complaint
email2:
first name:
family name:
phone number
address:
city:
province state:
postal code:
country:
time_contact-hh: 10:00
date_month: November
date_day: 05
date_year: 2017
time_hh:
tim e mm:

location: YYZ

 dertheAccesstoInformationAct.
ASFC- Divulgatione

1

She
proceeded to say that I didn't bother to asking the others and that this is why we have lines in Canada and if it was up to
her that she would send me back to wait and miss my flig h t.'
she would not listen.

certification: yes
Submit: Submit

M ozilla/5.0 (iPhone; CPU iPhone OS 11_0_3 like Mac OS X) AppleW ebKit/604.1.38 (KHTML, like Gecko) Version/11.0
M obile/15A432 Safari/604.1

 Payette, Ryan

From:
Sent:

November 6, 2017 04:32 PM

To:

CBSA-ASFC_Complaints_Unit-Division_des_plaintes

Subject:

Soumission du formulaire W W W

frmID: ccc
Confirmation: Merci d'avoir partage votre retroaction. Votre message a ete envoye. Pour plus d'information sur la fa?on
dont I'ASFC traite la retroaction, veuillez visiter notre --page FAQ--.
sujet: Formulaire de retroaction
type de retroaction: Plainte
courriel2:
prenom:
nom de famille:
numero de telephone:
adresse:
ville:
province e ta t:'
code postal:
pays:
time_contact-hh: 14:00
d a te jo u r: 31
date_mois: octobre
date_annee: 2017
temp_hh:
temp_mm:

lieu: AEROPORT INTERNATIONAL MONTREAL-PIERRE ELLIOTT TRUDEAU

 ; - Divulgationenvert

1

etait un peu trop rude,
elle m'a d i t : « Tu as une carte Nexus et tu as oublie de recuperer ton bagage, done j'evoque
ta carte Nexus! »

a commence a crier et m'a humilie
me traite avec mepris, arrogance, manque de r!
esp ect..
, elle m'a ignore, apres je vois sa bouche crier mais je ne

attestation: yes
Submit: Soumettre

M ozilla/5.0 (Windows NT 6.1; Win64; x64) AppleW ebKit/537.36 (KHTML, like Gecko) C hrom e/61.0.3163.100
Safari/537.36

 Payette, Ryan

From:

GTAR Correspondence RDGO / RGT Correspondance BDGR (CBSA/ASFC)

Sent:

November 7, 2017 08:41 AM

To:

CBSA-ASFC_Complaints_Unit-Division_des_plaintes

Cc:

GTAR Correspondence RDGO / RGT Correspondance BDGR (CBSA/ASFC)

Subject:

FW:

CFN please

From: Kotadia, Zahra
Sent: November 6, 2017 11:45 AM
To: GTAR Correspondence RDGO / RGT Correspondance BDGR (CBSA/ASFC) <GTA-Complaints(S)cbsa-asfc.gc.ca>
Cc: Berndt, David < David.Berndt(5>cbsa-asfc.gc.ca>: Saxby, Luisa <Luisa.Saxbv(5)cbsa-asfc.gc.ca> Subject: FW:

For your reference.

From: Pacheco, Maria
Sent: November 6, 2017 9:42 AM
To: Kotadia, Zahra <Zahra.Kotadia@cbsa-asfc.gc.ca>
Cc: Stewart, RossM < Ross.Stewart@cbsa-asfc.gc.ca>: Chartrand, Kristopher < Kristopher.Chartrand(a)cbsa-asfc.gc.ca>:
Szplitgeiber, Elizabeth < Elizabeth.Szplitgeiber(5)cbsa-asfc.gc.ca>

Subject: FW:

Maria Pacheco
Chief of Operations/Chef des operations/
Canada Border Services Agency/
Agence des services frontaliers du Canada/
Toronto Pearson Int'l. Airport, Terminal 1/
Aeroport international Toronto Pearson, Aerogare 1
PO Box 40 Mississauga ON L5P 1A2
Maria. Pacheco@cbsa-asfc.gc.ca/
Telephone   Telephone 905-676-5111 /
Facsimile   Telecopieur 905-676-5120 / Teletypewriter   Teleimprimeur 1-866-335-3237
Government of Canada   Gouvernement du Canada

From: Puster, Maria [mailto:maria.puster(a)gtaa.com1 Sent:
November 6, 2017 9:40 AM

To: Pacheco, Maria <Maria.Pacheco(5>cbsa-asfc.gc.ca>: Szplitgeiber, Elizabeth < Elizabeth.Szplitgeiber(5)cbsa-asfc.gc.ca>
Cc: Zacharias, Ayesha <avesha.zacharias(a)gtaa.com> Subject: RE:

Good morning Maria and Elizabeth,

 For your information, please see below.
Thank you,
M aria Puster
Senior Representative, Flow and Facilitation
Customer and Terminal Services 416-7763236 cell <
fax 416-776-3075
In support of our ISO 14001 program, please avoid printing e-mails whenever possible.

From: Greater Toronto Airports Authority fmailtoxustomer service(a)gtaa.com1 Sent:

Monday, November 06, 2017 8:01 AM
To: Puster, Maria <maria.puster(5)gtaa.com> Subject:
Fwd:
Hi Maria,
I'm forwarding the following CBSA staff complaint that we received from a passenger who arrived
at Terminal 1 on November 4.
This is an FYI for you, I will send a response providing CBSA contact information.
I'm including the passenger contact information below:

Thanks,

A y e s h a Z a c h a ria s Customer Service Coordinator

Customer Experience
6-9839
fax 6-5808

In support of our ISO 14001 program, please avoid printing e-mails whenever possible.
On Sun, 5 Nov

wrote:

an extremely rude immigration staff I
behavior unnecessary, unprofessional and rude
2

who shouted at me

 Payette, Ryan

From:

CBSA-ASFC_Appeals-Appels

Sent:

November 7, 2017 09:28 AM

To:

CBSA-ASFC_Complaints_Unit-Division_des_plaintes

Subject:
racism

From: RCMS-SGRR@cbsa-asfc.qc.ca rmailto:RCMS-SGRR@cbsa-asfc.qc.cal Sent:
November 2, 2017 2:26 PM

To: CBSA-ASFC_Appeals-Appels; CBSA-ASFC_RCMS-SGRR
Subject: Online submission has been processed

RCMS Enforcement
A new Online Submission has been added to RCMS Enforcement.
The appeal details are attached below.

Launch RCMS Enforcement

SGRR Execution de la loi
Line nouvelle soumission electronique a ete ajoutee au SGRR Execution de la loi.
Les details de I'appel sont inclus ci-dessous.

Ouvrir SGRR Enecution de la loi

fmrID: rcms2016c

 1

date of action: 2017-10-30
client type:
client first name: I
client surname:'
client address:
client city: I
client country: <
client province/state:
client postal/zip code:
client phone number
client phone number type:

detailsField: To Whom It May Concern
Dear Officer,

certificationField: yes
date submitted: 2017-11-02
language: english [language=l]
notarobot: 1
Submit: Submit

Mozilla/5.0 (Macintosh; Intel Mac OS X 10_10_5) AppleWebKit/537.36 (KHTML, like Gecko) Chrome/61.0.3163.100 Safari/537.36

 PROTECTED A

Mcphail, Marshall

From:

CBSA-ASFC_RCMS-SGRR

Sent:

October 27, 2017 12:52 AM

To:

CBSA-ASFC_Appeals-Appels; CBSA-ASFC_RCMS-SGRR

Subject:

Online submission has been processed

Follow Up Flag:

Follow up

Flag Status:

Completed

RCMSE nforcem ent
A new Online Submission has been added to RCMS Enforcement.
The appeal details are attached below.

Launch RCMS Enforcement

SGRR Execution de la loi
Une nouvelle soumission electronique a ete ajoutee au SGRR Execution de la loi.
Les details de I'appel sont inclus ci-dessous.

Ouvrir SGRR Execution de la loi

fmrID: rcms2016c

date of action: 2017-10-24
client type:
client first name:

1

 surname:

client address:
client city: I
client country:
client province/state:
client postal/zip code
client phone number
client phone number type:

PROTECTED A

detailsField:

certificationField: yes
date submitted: 2017-10-26
language: english [language=l]
notarobot: 1
Submit: Submit

Mozilla/5.0 (iPhone; CPU iPhone OS 10_3_3 like Mac OS X) AppleWebKit/603.3.8 (KHTML, like Gecko) Version/10.0 Mobile/14G60
Safari/602.1

 PROTECTED A

1

Mcphail, Marshall

From:
Sent:

November 9, 2017 12:08 PM

To:

CBSA-ASFC_Complaints_Unit-Division_des_plaintes

Subject:

W W W Form Submission

frmID: ccc
Confirmation: Thank you for sharing your feedback. Your message has been sent. For more information on how the
CBSA handles feedback, please visit our --FAQ Page--.
subject: Feedback Form
feedback type: complaint
email2:
first name:
family name:
phone number:
address:
city:
province state:
postal code
country:
time_contact-hh: 11:00
date_month: October
date_day: 22
date_year: 2017
time_hh:
tim e mm

location: Pearson International Airport Terminal 1

 1

2

PROTECTED A

she replied extremly impatiently: "Put down your
tone", "Stop asking what", "Why don't you fill this form in advance".

certification: yes
Submit: Submit

M ozilla/5.0 (Macintosh; Intel Mac OS X 10_12_6) AppleW ebKit/537.36 (KHTML, like Gecko) Chrom e/62.0.3202.89
Safari/537.36

 PROTECTED A

1

Mcphail, Marshall

From:
Sent:

November 9, 2017 09:38 PM

To:

CBSA-ASFC_Complaints_Unit-Division_des_plaintes

Subject:

W W W Form Submission

frmID: ccc
Confirmation: Thank you for sharing your feedback. Your message has been sent. For more information on how the
CBSA handles feedback, please visit our --FAQ Page--.
subject: Feedback Form
feedback type: complaint
email2:
first name:
family name:
phone number:
address:
city:
province state:
postal code:
country:
date_month: October
date_day: 26
date_year: 2017
time_hh
tim e mm:

location: Vancouver International Airport

 l

The CBSA team for the most part

were extremely

helpful and efficient.
from the beginning of our interaction was indifferent to outride rude.
raised his voice
and said "There's a stop sign there!".

Not
friendly at all and just a sour persona throughout our interaction.

Thank you.
certification: yes
Submit: Submit

M ozilla/5.0 (Macintosh; Intel Mac OS X 10_12_6) AppleW ebKit/604.1.38 (KHTML, like Gecko) Version/11.0
Safari/604.1.38

 Payette, Ryan

From:
Sent:

November 10, 2017 02:17 PM

To:

CBSA-ASFC_Complaints_Unit-Division_des_plaintes

Subject:

Soumission du formulaire W W W

frmID: ccc
Confirmation: Merci d'avoir partage votre retroaction. Votre message a ete envoye. Pour plus d'information sur la fa?on
dont I'ASFC traite la retroaction, veuillez visiter notre --page FAQ--.
sujet: Formulaire de retroaction
type de retroaction: Plainte
courriel2:
prenom:
nom de famille:
numero de telephone:
adresse:
ville:
province etat:
code postal:
pays:
time_contact-hh: 13:00
d a te jo u r: 01
date_mois: novembre
date_annee: 2017
temp_hh:
tempmr

lieu: aeroport montreal elliot trudeau

l

 CBSA- Released um 91 the Access #2 \Mnrmamm Ac 
ASFC Irmlgahan en vein :12 \a \m su? \?Acses I?mla?mahan

il a abus? de cette fatigue

Payette, Ryan

From:
Sent:

November 13, 2017 12:31 AM

To:

CBSA-ASFC_Complaints_Unit-Division_des_plaintes

Subject:

W W W Form Submission

frmID: ccc
Confirmation: Thank you for sharing your feedback. Your message has been sent. For more information on how the
CBSA handles feedback, please visit our --FAQ Page--.
subject: Feedback Form
feedback type: complaint
email2:
first name:
family name:
phone number:
address:
city:
province state
postal code:'
country:
time_contact-hh: 10:00
date_month: November
date_day: 11
date_year: 2017
time_hh:
tim e mn

location: Vancouver International Airport CBSA Office

 1

CBSA Officers fiercely opened a side door that located in the middle of the path that knocked our baggage cart. This
sudden impact resulted in one of my luggages falling off the cart. The CBSA officer who opened the door looked at me in
the eye and said nothing, no assistance in helping me picking up the luggage, no word of apology, and there is no
indication of any kind that he was executing a dynamic event or apprehension that caused this numb reaction. He was
just standing there and w atch ed '
lack of decency,
compassion, and professionalism that this particular CBSA officer demonstrated on that day.

certification: yes
Submit: Submit

M ozilla/5.0 (iPad; CPU OS 11_1_1 like Mac OS X) AppleW ebKit/604.3.5 (KHTML, like Gecko) Version/11.0
M obile/15B150 Safari/604.1

 Payette, Ryan

From:
Sent:

November 13, 2017 10:51 AM

To:

CBSA-ASFC_Complaints_Unit-Division_des_plaintes

Subject:

W W W Form Submission

identification: victim
confirm:
first_name:
family_name:
phone:
address:
city:
province_state:
postal_zip:
country:
time_hh: 10
tim e jrim : 00
staff_contact:
datejm onth: November
date_day: 12
date_year: time_hhL
tim e_m n
information: on
participation: on

1

 location: Toronto Pearson Customs

he was unprofessional he couldn't answer any questions I asked him about the laws and how
things were the only thing he was determined to do was look through my luggage and look through my phone and he
told me if I didn't buy it he was going to send it off to forensics so it sounds like a power thrust issue

2

 certification: yes
Submit: Submit

M ozilla/5.0 (Linux; Android 6.0.1; SM -N910W 8 B uild/M M B 29M ) AppleW ebKit/537.36 (KHTML, like Gecko)
C hrom e/61.0.3163.98 Mobile Safari/537.36

3

 Payette, Ryan

From:
Sent:
To:
Subject:

CBSA-ASFC_CONTACT
November 14, 2017 01:15 PM
CBSA-ASFC_Complaints_Unit-Division_des_plaintes
FW:

Unprofessionalism: YVR Border Services Agents/Personnel

Hello Complaints Unit,
Client complaint/comment for your action please.
We are closing this transaction on our end.

Thank you,
David Lamoureux
A/Technical Advisor, Border Information Services and Contact Us Canada
Border Services Agency / Government of Canada
david.lamoureux@cbsa-asfc.ac.ca / Tel 1-204-983-3413 / TTY: 866-335-3237
Conseiller Technique/I, Service d'information sur la frontiere et Contactez-nous Agence
des services frontaliers du Canada / Gouvernement du Canada
david.lamoureux@cbsa-asfc.qc.ca / Tel 1-204-983-3413 / ATS: 866-335-3237

From:

Sent:

November 11, 2017 12:33 AM

To: contact(5?cbsa.ec.ca
Cc:
Subject:

Unprofessionalism: YVR Border Services Agents/Personnel

Hello,

smacking gum, chewing
with your mouth open. ]

  

relation to
the unprofessional presentation of the border agents. 

Payette, Ryan

From:
Sent:
To:
Subject:
frmID: ccc

November 14, 2017 03:01 PM
CBSA-ASFC_Complaints_Unit-Division_des_plaintes
WWW Form Submission

Confirmation: Thank you for sharing your feedback. Your message has been sent. For more information on how the
CBSA handles feedback, please visit our --FAQ Page--.
subject: Feedback Form
feedback type: compliment
em ail2:;
first name:
family name:
phone num ber:!
address:
city:
province state:
postal code:
country:
time_contact-hh: 13:00
date_month: November
date_day: 05
date_year: 2017
time_hh: (
time mm:
location: Toronto

 feedback:
l

discriminated against and treated as a criminal upon arrival

certification: yes
Submit: Submit

Mozilla/5.0 (iPhone; CPU iPhone OS 11_1_1 like Mac OS X) AppleWebKit/604.3.5 (KHTML, like Gecko) Version/11.0
Mobile/15B150 Safari/604.1

 Payette, Ryan

From:
Sent:
To:
Subject:
frmID: ccc

November 14, 2017 07:09 PM
CBSA-ASFC_Complaints_Unit-Division_des_plaintes
WWW Form Submission

Confirmation: Thank you for sharing your feedback. Your message has been sent. For more information on how the
CBSA handles feedback, please visit our --FAQ Page--.
subject: Feedback Form
feedback type: complaint
email2:
first name:
family name:
phone number
address:
city:
province state:
postal code:
country:
time_contact-hh: 14:00
date_month: September
date_day: 10
date_year: 2017
time_hh:
time mm:
location: Toronto Pearson Airport

l

 Canada Border Services Agency (CBSA) officers denied my rights and
refused to provide basic human needs such as water, food, and urination. Secondly, threaten two vulnerable young
adults into situations by not allowing them to speak and holdback on providing all their rights and options. Thirdly,
is abusing the systems and her rights being a CBSA officer that she can harass others.

are abusing their powers as the CBSA officers in denying our rights to demand basic human needs.

Secondly, Officer
discriminated
and nasty experience. /

we have been negatively treated and harassed, most intimidating

In her exact words: "do not speak or I will not tell you
how to appeal I You will have to figure it out on your own."
Officer
along with other two
of officers overseeing the incident giggle while Officer I threaten us.'
abuses her power to harass and threaten us.
1
uses an aggressive tone and treated us disrespectfully.

<
me know my full options and rights.

Thirdly, officer

Officer

refused to let

exaggeratedly exercise her power as a CBSA officer and demonstrated a serious discrimination act.

2

 CBSA officer. Officer

discrimination by a professional
demonstrates unethical, discriminate and judgmental activities.

certification: yes
Submit: Submit

Mozilla/5.0 (Windows NT 10.0; Win64; x64) AppleWebKit/537.36 (KHTML, like Gecko) Chrome/61.0.3163.100
Safari/537.36

3

 Payette, Ryan

From:
Sent:
To:
Subject:
identification:

November 15, 2017 05:44 PM
CBSA-ASFC_Complaints_Unit-Division_des_plaintes
WWW Form Submission

confirm:
first_name:
family_name:
phone:
address:
city:
province_state:
postal_zip
country:
tim e jrim : - mm date_month: date_day: date_year: time mm2: - mm -

The customs staff harrassed
They were rude, racist, provoking and aggressive.

certification: yes
Submit: Submit

 Payette, Ryan

From:
Sent:
To:
Cc:
Subject:

Montpellier, Manon on behalf of Quebec Complaints / Plaintes Quebec (CBSA/ASFC)
November 17, 2017 08:06 AM
CBSA-ASFC_Complaints_Unit-Division_des_plaintes
Quebec Complaints / Plaintes Quebec (CBSA/ASFC)
TR:

Bonjour, svp enregistrer cette plainte pour notre region.
Merci
Manon Montpellier
Agente regionaie des programmes, Division des services corporatifs et des programmes, Region du Quebec
Coordonnairice regionaie - plaintes
Agence des services frontaiiers du Canada / Gouvernement du Canada manon.montpellier(a)cbsa-asfc.ac.ca
I Tel: 514-283-8700 x 6016 / ATS: 866-335-3237
Regional Program Officer, Corporate and Program Services Division Regional
Coordinator - complaints
Canada Border Services Agency I Government of Canada manon.montpellier(Q)cbsa-asfc.ac.ca
/ Tel: 514-283-8700 x 6016 / TTY: 866-335-3237

D e : Perreault, Karine
Envoye : 16 novembre, 2017 2:55
A : Quebec Complaints / Plaintes Quebec (CBSA/ASFC) <CBSA.QueComplaints-PlaintesQue.ASFC@cbsa-asfc.gc.ca>
Cc : Perreault, Karine <Karine.Perreault@cbsa-asfc.gc.ca> O bjet: TR:1

Bonjour,
Svp numeroter cette plainte.
Merci
Karine Perreault
Adjointe administrative, District des aeroports - Region du Quebec Agence
des services frontaliers du Canada   Gouvernement du Canada
karine.perreault@cbsa~asfc.gc.ca   Tel: 514-633-7702   ATS: 866-335-3237
Administrative Assistant, Airports District - Quebec Region Canada Border
Services Agency   Government of Canada karine.perreault@cbsaasfc.gc.ca I Tel: 514-633-7702   TTY: 866-335-3237

D e : QUE-PET, Programmes
Envoye : 16 novembre, 2017 2:38

l

 Regional Programs Officer, Operational Services, Corporate and Program Services Division, Quebec Region
Canada Border Services Agency / Government of Canada
Catherine.renaud@.asfc.ac.ca / Tel.: 514-633-7815 / TTY: 866-335-3237

D e : YULClientele [mailto:YULCIientelePadmtl.com1
Envoye : 16 novembre, 2017 2:06
A : QUE-PET, Programmes <QUE-AeroportsPorval-Mirabel.ProgrammesPcbsa-asfc.gc.ca>
O bjet: TR:
Bonjour,
Ceci est pour votre information.
Cordialement,
AEROPORTS DE MONTREAL

Stephanie Chehade
Agente, Relations clients
Officer, Customer Relations
800, place Leigii-Capreol, bureau 1000
WWW.ADMTL.COM

De : no-replvPadmtl.com [mailto:no-replvPadmtl.com1 Envoye
: 16 novembre 2017 10:53
A : YULClientele <YULCIientelePadmtl.com> Objet

Data from form "Commentaires" was received on November 16, 2017,
Nature
commentaire

Other

M otif visite
Services
gouvemementaux

Canadian Customs and Immigration

Compagnie
aerienne
Numero de vol
Transporteur
Acces et transports
Stationnement
Aerogare

3

 Resto et shopping
Site web

0

Sujet

securite

Date evenement

2017-11-13

Civilite
Nom
Prenom
Adresse
Ville
Province / Etat
Code postal
Pays
Telephone
Courriel

Commentaires
This agent did not care she was a rude, insensitive
bully. Fortunately her male counterpart took care me

Reponse requise

1

Langue

en

Adresse Ip

4

 Payette, Ryan

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November 27, 2017 01:15 PM
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WWW Form Submission

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CBSA handles feedback, please visit our --FAQ Page--.
subject: Feedback Form
feedback type: complaint
email2:
first name:
family name
phone number
address:
city
province state: <
postal code:
country:
time_contact-hh: 10:00
date_month: November
date_day: 26
date_year: 2017
time_hh:
time mm:
location: Toronto Pearson Airport

 1
feedback:
was not only rude and yelling in an ugly manner but was also racial profiling.

nastily barks at me "Why do you
need that

??"

without trying to hear our explanation he yells at us "Get OUT of my line I don't care!!!"

he racially profiled everyone.

he barked military style to "look at me!" as he deeply inspected our
passport photos as if he didn't just do that 5 seconds ago to humiliate us.

i

certification: yes
Submit: Submit

 Payette, Ryan

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November 28, 2017 05:20 PM
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WWW Form Submission

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email2:
first name:.
family name:
phone number:
address:
city:
province state:
postal code
country:
time_contact-hh: 11:00
date_month: November
date_day: 25
date_year: 2017
time_hh:
tim ejTim
location: Toronto Pearson Airport
1

 I found his questioning and demeanour aggresive

certification: yes
Submit: Submit

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 Payette, Ryan

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November 28, 2017 05:22 PM
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email2:
first name:
family name:
phone number:
address:
city:
province state:
postal code:
country:
time_contact-hh: 10:00
date_month: November
date_day: 28
date_year: 2017
time_hh:
time mm:
location: Vancouver international airport boarder services

 1

Additionally the prying and very personal questions I heard asked by all officers as a routine part of the inspection
process with myself and others I overheard,

certification: yes
Submit: Submit

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GSA/39.0.175034278 Mobile/15B202 Safari/604.1 vntll73121356

 Payette, Ryan

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November 28, 2017 07:09 PM
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email2:
first name:
family name:
phone number:
address:
city:
province state
postal code:
country:
time_contact-hh: 15:00
date_month: November
date_day: 19
date_year: 2017
time_hh:
time mm:
location: Pearson International Airport

 The officer rudely answered, "Go!"
the officer shook his head and loudly and clearly said "shithead!

openly insult passengers in this way, it's shameful.

certification: yes
Submit: Submit

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vnt!173121356

 Payette, Ryan

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December 4, 2017 10:05 PM
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email2
first name:
family name:
phone number:
address:
city
province state
postal code:
country:
date_month: December
date_day: 03
date_year: 2017
time_hh:
time mm
location: Pearson

 The woman who I dealt with,
was so mean to me and condescending, and told me to leave.
1

Rude, very mean.

certification: yes
Submit: Submit

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Mobile/14G60 Safari/602.1 vntll73121356

 Payette, Ryan

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December 6, 2017 10:23 AM
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WWW Form Submission

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email2:
first name:
family name
phone number:
address:
city
province state:
postal code:
country:
time_contact-hh: 09:00
date_month: December
date_day: 05
date_year: 2017
time_hh:
time mm: - mm location: Pearson Airport, Terminal 3, Customs Declaration

 1

Customs Officer was actually rude and condescending when he dealt with me,
line.

and the next passenger in

certification: yes
Submit: Submit

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 ; - Divulgationenvertudelaloi surI’AccesaI’information.

Monsieur le ---------- des douanes

NOV 2

File MCf,

1

2 0 1 7 ^ ^

....

 Z /S i

Mais ce qui m'a humilie profondement, c'est ('attitude ironique, pour ne pas dire moqueuse, de
I'inspecteur

  

msur NC: 55 Mar an

 



     
 

NOV 22 292W 

mama-
-, ?ntmwi?yamv W?m?zg 

 

?Magma-nu 

Remurge 
Canada Egret-3r Sewiceis Agmcy
{Htawaj KJA ULS 14,, 2:91"?

1:368?" m" 2101 a m:

 

 

; - Divulgationenvertudelaloi surI’AccesaI’information.

f

I lie officer’ :-, attitude was intimidating lo say the least. 1 am sad to say dial his behaviour
was unbecoming o f an officer o f CBS A and was unCanadian.

 Payette, Ryan

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December 8, 2017 05:38 PM
CBSA-ASFC_Complaints_Unit-Division_des_plaintes
Soumission du formulaire WWW

Confirmation: Merci d'avoir partage votre retroaction. Votre message a ete envoye. Pour plus d'information sur la fa?on
dont I'ASFC traite la retroaction, veuillez visiter notre --page FAQ--.
sujet: Formulaire de retroaction
type de retroaction: Plainte
courriel2:
prenom:
nom de famille:
numero de telephone:
adresse:
ville:
province etat:
code postal:
pays:
time_contact-hh: 10:00
d a te jo u r: 01
date_mois: decembre
date_annee: 2017
temp_hh
temp_mr
lieu: Aeroport de Dorval

l

 Elle me repond tres betement: TOUT LE MONDE EN A.
Elle me dit: Alors as-tu le papier avec ta photo?

Elle me pointe la porte a ma gauche et me dis: VA T'EN LA!

Elle me CRIE : QU'EST-CE QUE T'ATTENDS?

Elle enchaTne en CRIANT: BEN VAS-YM!

2

 attestation: yes
Submit: Soumettre

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3

 Payette, Ryan

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December 8, 2017 06:58 PM
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email2:
first name:
family name:
phone number
address
city:
province state:
postal code
country:
time_contact-hh: 09:00
date_month: November
date_day: 25
date_year: 2017
time_hh
time mr
location: TORONTO

l

  

feel that my rights have been denied"

certification: yes
Submit: Submit

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3

 Payette, Ryan

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December 9, 2017 11:47 PM
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Soumission du formulaire W W W

frmID: ccc
Confirmation: Merci d'avoir partage votre retroaction. Votre message a ete envoye. Pour plus d'information sur la fagon
dont I'ASFC traite la retroaction, veuillez visiter notre --page FAQ"sujet: Formulaire de retroaction
type de retroaction: Plainte
courriel2:1
prenom:
nom de famille:
numero de telephone:
adresse:
ville:
province etat:
code postal:
pays:
time_contact-hh: 13:00
d a te jo u r: 11
date_mois: septembre
date_annee: 2017
temp_hh:
tem p_m m
lieu: Aeroport de Montreal (YUL)

l

 II lui a repete qu'il s'en aille imm ediatement d'une fagon rude et selon moi inadequate en disant que si je

attestation: yes

2

 Payette, Ryan

From:
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December 10, 2017 01:03 AM
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W W W Form Submission

frmID: ccc
Confirmation: Thank you for sharing your feedback. Your message has been sent. For more information on how the
CBSA handles feedback, please visit our --FAQ Page--.
subject: Feedback Form
feedback type: complaint
email2:
first name:
family name:
phone number
address:
city:
province state:
postal code:
country:
date_month: December
date_day: 08
date_year: 2017
tim e jT im : - mm location: Vancouver
feedback: Hello,

 1. Get your officers all on the same page.
2. Get your officers to actually do their job and fill out the whole ticket if they are going to give you one i

certification: yes
Submit: Submit

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 Payette, Ryan

From:
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December 10, 2017 02:56 PM
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W W W Form Submission

frmID: ccc
Confirmation: Thank you for sharing your feedback. Your message has been sent. For more information on how the
CBSA handles feedback, please visit our --FAQ Page--.
subject: Feedback Form
feedback type: complaint
email2:
first name
family name:
phone number:
address:
city:
province state
postal code:
country:
date_month: December
date_day: 09
date_year: 2017
time_hh:
tim e mn

location: Pearson International Airport, Terminal 3

 was given a verbal third degree

1
this in a tone I found extremely offensive under the circumstances.

certification: yes
Submit: Submit

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 Payette, Ryan

From:
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December 10, 2017 10:42 PM
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W W W Form Submission

frmID: ccc
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subject: Feedback Form
feedback type: complaint
email2:
first name:
family name:
phone number
address
city:
province s ta te :'
postal code:
country:
time_contact-hh: 17:00
date_month: April
date_day: 19
date_year: 2017
time_hh:
tim e mm

location: Toronto International Airport

 1

This particular female officer spoke to me a
discourteous and abrupt manner.

(

encountered an

unprofessional behavior.

certification: yes
Submit: Submit

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v n tll7 3 1 2 1 3 5 6

 Payette, Ryan
From:
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CBSA-ASFC_CONTACT
December 12, 2017 11:16 AM
CBSA-ASFC_Complaints_Unit-Division_des_plaintes
FW:

Hello Complaints Unit,
Client complaint for your action please.
W e are closing this transaction on our end.

Thank you,
David Lamoureux
A/Technical Advisor, Border Information Services and Contact Us Canada
Border Services Agency / Government of Canada
david.lamoureux@cbsa-asfc.ac.ca / Tel 1-204-983-3413 / TTY: 866-335-3237
Conseiller Technique/I, Service d'information sur la frontiere et Contactez-nous Agence
des services frontaliers du Canada / Gouvernement du Canada
david.lamoureux@cbsa-asfc.qc.ca / Tel 1-204-983-3413 / ATS: 866-335-3237

From:

Sent:

December 11, 2017 8:02 PM

To: co n ta ct(S ? cb sa .g c.ca
Subject:

I was spoken to by officer who was
on a power trip and had personal issue with me

 i '■
f'i}
Canada Boarder Services Agency
Resources Directorate
333 North River Road .
11th flo o r, Tower A
Ottawa , Ontario K1A 0L8
Fax No. 343 291 7239

NOV •j n
vi U

F

N

I<of.

Date : 11/21/2017

Dear Minister of Public Safety,

he was so rude and aggressive and he did not allow me to explain
he continued to humiliate me in an unprofessional manner to front of everybody.

u

—

 Payette, Ryan

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December 13, 2017 12:17 AM
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email2:
first name:
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phone number:
address:
city:
province state:
postal code
country:
time_contact-hh: 11:00
date_month: December
date_day: 12
date_year: 2017
time_hh:
tim e mm

location: DORVAL AIRPORT CYUL

 1

These officers look unprofessional and
are not a credit to the agency.

certification: yes
Submit: Submit

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 Payette, Ryan

From:
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December 13, 2017 09:22 AM
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frmID: ccc
Confirmation: Thank you for sharing your feedback. Your message has been sent. For more information on how the
CBSA handles feedback, please visit our --FAQ Page--.
subject: Feedback Form
feedback type: complaint
email2:
first name:
family name
phone number
address:
city:
province state:
postal code:
country:
time_contact-hh: 09:00
date_month: December
date_day: 10
date_year: 2017
time_hh:
tim e mn

location: Pearson Aiport

 another CBSA officer jum p in the carousel pulling my suitcase from me yelling
"leave it", while the officer with the dog pushed pass me.

We were targeted and harassed and even assaulted
the officers collectively harassed, assaulted and embarrassed us in that airport.

certification: yes
Submit: Submit

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 Payette, Ryan

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December 18, 2017 01:53 AM
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frmID: ccc
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subject: Feedback Form
feedback type: complaint
email2:
first name:
family name:
phone number:
address:
city:
province state:
postal code:
country:
date_month: December
date_day: 17
date_year: 2017
time_hh:
tim e mn

location: Vancouver international airport

 1

he said, "if I tell you put the animal in, you put him in."

and attem pted to humiliate me.

certification: yes
Submit: Submit

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 Payette, Ryan

From:
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December 18, 2017 12:44 PM
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frmID: ccc
Confirmation: Thank you for sharing your feedback. Your message has been sent. For more information on how the
CBSA handles feedback, please visit our --FAQ Page--.
subject: Feedback Form
feedback type: complaint
email2:
first name
family name:
phone number
address
city:
province state: i
postal code: L8W 3S1
country: Canada
time_contact-hh: 13:00
date_month: December
date_day: 16
date_year: 2017
tim e hh:
tim e mm

 he was rude to me
with stern attitude

certification: yes
Submit: Submit

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 Payette, Ryan

From:
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December 18, 2017 04:05 PM
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W W W Form Submission

frmID: ccc
Confirmation: Thank you for sharing your feedback. Your message has been sent. For more information on how the
CBSA handles feedback, please visit our --FAQ Page--.
subject: Feedback Form
feedback type: complaint
email2:
first name:
family name:
phone number
address:
city:
province state:
postal code:
country:
time_contact-hh: 17:00
date_month: December
date_day: 16
date_year: 2017
time_hh:
tim e mn

location: Toronto Pearson Airport

 He started talking to me aggressively to
the point of yelling and questioned what I meant by my comment.
But he was persistent and told me that "You have to comply with what I say and do the way I want".

I asked him the reason for sending me there.
But he continued in his angry tone - "just go there!"

certification: yes
Submit: Submit

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 Payette, Ryan

From:
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December 19, 2017 11:06 AM
CBSA-ASFC_Complaints_Unit-Division_des_plaintes
W W W Form Submission

frmID: ccc
Confirmation: Thank you for sharing your feedback. Your message has been sent. For more information on how the
CBSA handles feedback, please visit our --FAQ Page--.
subject: Feedback Form
feedback type: complaint
email2:
first name:
family name:
phone number
address:
city: I
province state:
postal code:
country:
time_contact-hh: 11:00
date_month: March
date_day: 20
date_year: 2017
time_hh:
tim e mm

location: AIRPORT VANCOUVER BRITISH COLUMBIA CANADA

 l

feedback: Hi,
my dissatisfaction with the treatm ent I received last March 21, 2017

certification: yes
Submit: Submit

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 Payette, Ryan

From:
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Subject:

CBSA-ASFC_Appeals-Appels
December 20, 2017 10:04 AM
CBSA-ASFC_Complaints_Unit-Division_des_plaintes

Conduct, rude and angry

From: RCMS-SGRR@cbsa-asfc.qc.ca rmailto:RCMS-SGRR@cbsa-asfc.qc.cal
Sent: December 18, 2017 1:18 PM
To: CBSA-ASFC_Appeals-Appels; CBSA-ASFC_RCMS-SGRR
Subject: Online submission has been processed

RCMS Enforcement
A new Online Submission has been added to RCMS Enforcement.
The appeal details are attached below.
Launch RCMS Enforcement

SGRR Execution de la loi
Line nouvelle soumission electronique a ete ajoutee au SGRR Execution de la loi.
Les details de I'appel sont inclus ci-dessous.
Ouvrir SGRR Enecution de la loi

fmrID: rcms2016c

l

 date of action: 2017-11-15
client type:
client first name:
client surname:
client address:
client city:
client country:
client province/state:
client postal/zip code:
client phone number:!
client phone number type:

detailsField:

made me feel like I was a criminal.

certificationField: yes
date submitted: 2017-12-18
language: english [language=l]
notarobot: 1

 i
2* _ C *'■ - '

DEC 23 2517

Recourse Directorate
Canada Border Services Agency
Ottawa, ON K1A 0L8

Fl?", >«!•'
■:> ••
.

To whom it may concern,

a CBSA agent from behind me started screaming at me in a very demeaning and
abusive tone.

Agent
Agent

_ Hey

what part o f follow the yellow lines didmt you understand?

how can you not understand? Don't you see the yellow lines?
SCREAMING AND BELITTLING
bullying CONTINUED

She then asked me in a very degrading tone

she had an extremely rude demeanor, she had an abusi ve
tone and belittled and degraded me

  :1uncer?xe?zcessw\Mnrma?nnAd
ml

eease
ASFC :?iuulgahan en WW \a k? su' Moses 5 l? a?mahan

 

 

Power craving indix-ridual?

?asb?waq 1% . :1"fo 

 

 

Payette, Ryan

From:
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December 20, 2017 02:06 PM
CBSA-ASFC_Complaints_Unit-Division_des_plaintes
W W W Form Submission

frmID: ccc
Confirmation: Thank you for sharing your feedback. Your message has been sent. For more information on how the
CBSA handles feedback, please visit our --FAQ Page--.
subject: Feedback Form
feedback type: complaint
email2:
first name:
family name
phone number:
address:
city: ’
province state:
postal code:
country:
time_contact-hh: 10:00
date_month: December
date_day: 17
date_year: 2017
time_hh:
tim e mn

location: Yvr

 feedback:

The head agent in inspections area was quite rude,
tapping on desk and fingering us over—

certification: yes
Submit: Submit

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 Payette, Ryan

From:
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December 21, 2017 03:39 AM
CBSA-ASFC_Complaints_Unit-Division_des_plaintes
W W W Form Submission

frmID: ccc
Confirmation: Thank you for sharing your feedback. Your message has been sent. For more information on how the
CBSA handles feedback, please visit our --FAQ Page--.
subject: Feedback Form
feedback type: complaint
email2:
first name:
family name:
phone number:
address:
city:
province state:
postal code:
country:
time_contact-hh: 10:00
date_month: December
date_day: 20
date_year: 2017
time_hh:
tim e mn

location: Pearson Airporr

 1
I'm being harassed

i

he had lied and told her

certification: yes
Submit: Submit

M ozilla/5.0 (Linux; Android 7.0; SAMSUNG SM-G930W 8 Build/NRD90M) AppleW ebKit/537.36 (KHTML, like Gecko)
SamsungBrowser/6.2 Chrom e/56.0.2924.87 Mobile Safari/537.36 v n tll7 3 1 2 1 3 5 6

 Payette, Ryan

From:
Sent:
To:
Subject:

December 21, 2017 02:05 PM
CBSA-ASFC_Complaints_Unit-Division_des_plaintes
Soumission du formulaire W W W

frmID: ccc
Confirmation: Merci d'avoir partage votre retroaction. Votre message a ete envoye. Pour plus d'information sur la fagon
dont I'ASFC traite la retroaction, veuillez visiter notre -p a g e FAQ--.
sujet: Formulaire de retroaction
type de retroaction: Plainte
courriel2:
prenom:
nom de famille:
numero de telephone: adresse: I
ville:
province etat:
code postal:
pays:
time_contact-hh: 16:00
d a te jo u r: 07
date_mois: decembre
date_annee: 2017
temp_mm: - mm lieu: AEREOPUERTO INTERNACIONAL DE VANCOUVER

retroaction:

l

  

La comparaCIOn sm Tundamentos ole SU para SI soy 0 no Uh 

attestation: yes
Submit: presentar

Mozilla/5.0 (Windows NT 6.3; Win64; x64) AppleWebKit/537.36 (KHTML, like Gecko) Chrome/63.0.3239.84
Safari/537.36 vnt!173121356

3

 PROTECTED A

1

Mcphail, Marshall

From:
Sent:
To:
Subject:
frmID: ccc

December 25, 2017 12:29 PM
CBSA-ASFC_Complaints_Unit-Division_des_plaintes
WWW Form Submission

Confirmation: Thank you for sharing your feedback. Your message has been sent. For more information on how the
CBSA handles feedback, please visit our --FAQ Page--.
subject: Feedback Form
feedback type: complaint
email2:
first name:
family name:
phone number:
address:
city:
province state:
postal code:
country:
time_contact-hh: 15:00
date_month: December
date_day: 24
date_year: 2017
time hh
time mr

 l

a very bad attitude towards me and would not listen to my
explanation.
He did not show any respect
atYVR,
He is also rude to
passengers who needed assistance on golf carts and talk to them in a very inappropriate tone of voice.

certification: yes
Submit: Submit

Mozilla/5.0 (Linux; Android 6.0; LG-H812 Build/MRA58K) AppleWebKit/537.36 (KHTML, like Gecko)
Chrome/63.0.3239.111 Mobile Safari/537.36 vntll73121356

 PROTECTED A

1

Mcphail, Marshall

From:
Sent:
To:
Subject:
frmID: ccc

December 26, 2017 11:25 AM
CBSA-ASFC_Complaints_Unit-Division_des_plaintes
WWW Form Submission

Confirmation: Thank you for sharing your feedback. Your message has been sent. For more information on how the
CBSA handles feedback, please visit our --FAQ Page--.
subject: Feedback Form
feedback type: complaint
email2:
first nam e:!
family name:
phone number:
address
city
province state:
postal code:
country:
date_month: December
date_day: 26
date_year: 2017
time_hh: C
time mm:
location: Toronto airport border control between US arrivals and the entrance to all E gates

 1

2

PROTECTED A

He scoffed at me ;

He then said "What are you going to do with it? Have sex!
with it?"
his comments
inappropriate, uncalled for, and unacceptable.

certification: yes
Submit: Submit

Mozilla/5.0 (iPhone; CPU iPhone OS 10_3_2 like Mac OS X) AppleWebKit/603.2.4 (KHTML, like Gecko) Version/10.0
Mobile/14F89 Safari/602.1 vntll73121356

 PROTECTED A

1

Mcphail, Marshall

From:
Sent:
To:
Subject:
frmID: ccc

December 28, 2017 11:24 AM
CBSA-ASFC_Complaints_Unit-Division_des_plaintes
WWW Form Submission

Confirmation: Thank you for sharing your feedback. Your message has been sent. For more information on how the
CBSA handles feedback, please visit our --FAQ Page--.
subject: Feedback Form
feedback type: complaint
email2:
first name:
family name:
phone number:
address:
city:
province state
postal code:
country:
time_contact-hh: 16:00
date_month: September
date_day: 21
date_year: 2017
time_hh:
time mm
location: YVR

 CBSA• ReleasedundertheAccesstoInformationAct.
ASFC■DivulgationenvertudelaloisurI'AccesaI’informati.

1

2

PROTECTED A

His voice went up and he said, almost yelled:"for connexion only! And I can put an end to that in one simple phone call.

Then he continued with his threatening voice: "do we have a problem here??"

That was an overuse of his power,
unprofessional and aggressive treatment. The way he
talked to me was absolutely unacceptable.

threatened that way by an angry
customs officer is not professional,
certification: yes
Submit: Submit

Mozilla/5.0 (Linux; Android 7.0; SM-G920W8 Build/NRD90M) AppleWebKit/537.36 (KHTML, like Gecko)
Chrome/63.0.3239.I l l Mobile Safari/537.36 vntll73121356

 PROTECTED A

1

Mcphail, Marshall

From:
Sent:
To:
Subject:
frmID: ccc

December 29, 2017 09:34 AM
CBSA-ASFC_Complaints_Unit-Division_des_plaintes
WWW Form Submission

Confirmation: Thank you for sharing your feedback. Your message has been sent. For more information on how the CBSA
handles feedback, please visit our --FAQ Page--.
subject: Feedback Form
feedback type: comment
email2: i
first name:
family name:
phone number
address:
city:
province state: <
postal code:
country:
time_contact-hh: 10:00
date_month: December
date_day: 28
date_year: 2017
time_hh:
time mm

location: Toronto Pearson Airport

 The gentlemen that we had was not pleasant at all.
l

2

PROTECTED A

He also never smiled nor did he seem interested in actually

talking to us.

certification: yes
Submit: Submit

Mozilla/5.0 (Windows NT 10.0; Win64; x64; rv:57.0) Gecko/20100101 Firefox/57.0 vntll73121356

 Payette, Ryan

From:
Sent:
To:
Subject:
frmID: ccc

December 31, 2017 11:44 AM
CBSA-ASFC_Complaints_Unit-Division_des_plaintes
WWW Form Submission

Confirmation: Thank you for sharing your feedback. Your message has been sent. For more information on how the
CBSA handles feedback, please visit our --FAQ Page--.
subject: Feedback Form
feedback type: complaint
email2:
first name:
family name:
phone number
address:
city:
province state:
postal code:
country:
time_contact-hh: 09:00
date_month: December
date_day: 23
date_year: 2017
time_hh:
time mm
location: YVR

 certification: yes
Submit: Submit

Mozilla/5.0 (Linux; Android 7.0; SM-G950W Build/NRD90M) AppleWebKit/537.36 (KHTML, like Gecko)
Chrome/63.0.3239.111 Mobile Safari/537.36 vntll73121356

 Payette, Ryan

From:
Sent:
To:
Subject:
frmID: ccc

December 31, 2017 03:06 PM
CBSA-ASFC_Complaints_Unit-Division_des_plaintes
WWW Form Submission

Confirmation: Thank you for sharing your feedback. Your message has been sent. For more information on how the
CBSA handles feedback, please visit our --FAQ Page--.
subject: Feedback Form
feedback type: complaint
email2:
first name:
family name:
phone number:
address: :
city:
province state:
postal code:
country:
date_month: December
date_day: 30
date_year: 2017
time_hh:
time mm

location: Toronto Pearson Aiport Terminal 3 custom check

l

 asked me many questions with a rude tone, agressive and invasive way that it is an interrogation rather than a
normal check.

First one: 'how did you get this?' -

Second one: 'how come you get all these money for travel?'
Again, he looked at me with very judgmental eyes, 'looking down' attitude, and the impolite tone,

2

 certification: yes
Submit: Submit

Mozilla/5.0 (Windows NT 10.0; Win64; x64) AppleWebKit/537.36 (KHTML, like Gecko) Chrome/52.0.2743.116
Safari/537.36 Edge/15.15063 vntll73121356

3

 Payette, Ryan

From:
Sent:
To:
Subject:
frmID: ccc

January 1, 2018 11:08 PM
CBSA-ASFC_Complaints_Unit-Division_des_plaintes
WWW Form Submission

Confirmation: Thank you for sharing your feedback. Your message has been sent. For more information on how the
CBSA handles feedback, please visit our --FAQ Page--.
subject: Feedback Form
feedback type: complaint
email2:
first name:
family name:
phone number:
address:
city:
province state:
postal code:
country:
time_contact-hh: 13:00
date_month: December
date_day: 31
date_year: 2017
time_hh:
time mm:

location: Pearson International Airport

 CBSA- ReleasedundertheAccesstoInformationAct.
ASFC- DivulgationenvertudelaloisurI’AccesaI’informatic

1

. She had her feet up on the desk, cross-legged, slouched on her chair, and she
twirled her pink highlighter continuously to signal that people could keep going through. This is bodylanguage/posturing that is unbecoming of the position. I could also tell that the mood was sour

certification: yes
Submit: Submit

Mozilla/5.0 (Windows NT 10.0; Win64; x64) AppleWebKit/537.36 (KHTML, like Gecko) Chrome/63.0.3239.84
Safari/537.36 vntll73121356

 Payette, Ryan

From:
Sent:
To:
Subject:
frmID: ccc

January 3, 2018 11:53 PM
CBSA-ASFC_Complaints_Unit-Division_des_plaintes
WWW Form Submission

Confirmation: Thank you for sharing your feedback. Your message has been sent. For more information on how the
CBSA handles feedback, please visit our --FAQ Page--.
subject: Feedback Form
feedback type: complaint
email2:
first name:
family name:
phone number:
address:
city:
province state:
postal code:
country:
time_contact-hh: 13:00
date_month: January
date_day: 03
date_year: time_hh: :
tim e jrim :
location: Vancouver Airport
feedback: Hello,

 1

her arrogance

certification: yes
Submit: Submit

Mozilla/5.0 (Windows NT 10.0; Win64; x64) AppleWebKit/537.36 (KHTML, like Gecko) Chrome/63.0.3239.84
Safari/537.36 vntll73121356

 Payette, Ryan

From:
Sent:
To:
Subject:
frmID: ccc

January 4, 2018 01:35 AM
CBSA-ASFC_Complaints_Unit-Division_des_plaintes
WWW Form Submission

Confirmation: Thank you for sharing your feedback. Your message has been sent. For more information on how the
CBSA handles feedback, please visit our --FAQ Page--.
subject: Feedback Form
feedback type: complaint
email2: j
first name
family name:
phone number:
address:
city:
province state:
postal code:
country:
time_contact-hh: 16:00
date_month: January
date_day: 03
date_year: time_hh:
tim e jrim :
location: pearson international airport
feedback:

 1

discriminated against again at the border.

She blatantly lied via contradiction.

Submit: Submit

 Zeisel, Barb

From:

RCMS-SGRR@cbsa-asfc.gc.ca
December 20, 2017 10:33 PM

Sent:
To:

CBSA-ASFC_Appeals-Appels; CBSA-ASFC_RCMS-SGRR

Subject:

Online submission has been processed

Follow Up Flag:

Follow up

Flag Status:

Completed

RCMS Enforcement
A new Online Submission has been added to RCMS Enforcement.

The appeal details are attached below.

Launch RCMS Enforcement

Notification de SGRR Execution de la loi
Une nouvelle soumission electronique a ete ajoutee au SGRR Execution de la loi.

Les details de I'appel sont inclus ci-dessous.

Ouvrir SGUR Execution de la loi

fmrID: rcms2016c

1

 date o f action: 2017-12-10
client type: i
client first name:
client surname:
client address:
client city:
client country:
client province/state:
client postal/zip code:
client phone number:
client phone number type:
representation:
representative type:

2

 detailsField: To Whom It May Concern:

Officer further demonstrated her negligence
to her duties

certificationField: yes
date submitted: 2017-12-20
language: english [language=l]
notarobot: 1
Submit: Submit

Mozilla/5.0 (Windows NT 6.1; Win64; x64) AppleWebKit/537.36 (KHTML, like Gecko) Chrome/63.0.3239.84 Safari/537.36 vn tll73121356

3

 Payette, Ryan

From:
Sent:
To:
Subject:
conduct

CBSA-ASFC_Appeals-Appels
January 4, 2018 09:42 AM
CBSA-ASFC_Complaints_Unit-Division_des_plaintes

From: RCMS-SGRR@cbsa-asfc.qc.ca rmailto:RCMS-SGRR@cbsa-asfc.qc.cal Sent:
December 22, 2017 11:43 AM
To: CBSA-ASFC_Appeals-Appels; CBSA-ASFC_RCMS-SGRR
Subject: Online submission has been processed

RCMS Enforcement
A new Online Submission has been added to RCMS Enforcement.
The appeal details are attached below.

Launch RCMS Enforcement

SGRR Execution de la loi
Line nouvelle soumission electronique a ete ajoutee au SGRR Execution de la loi.
Les details de I'appel sont inclus ci-dessous.

Ouvrir SGRR Enecution de la loi

fmrID: rcms2016c

 date of action: 2017-12-21

date ttp action: 2017-12-22
client type:
client first name:
client surname:
client address:
client city:
client country:
client province/state:
client postal/zip code:
client phone number:
client phone number type:

detailsField:
officer

was very discriminatory

certificationField: yes
date submitted: 2017-12-22
language: english [language=l]
notarobot: 1
Submit: Submit

Mozilla/5.0 (iPhone; CPU iPhone OS 11_1_2 like Mac OS X) AppleWebKit/604.3.5 (KHTML, like Gecko) Version/11.0 Mobile/15B202
Safari/604.1 vntll73121356

 Payette, Ryan

From:
Sent:
To:
Subject:
conduct

CBSA-ASFC_Appeals-Appels
January 4, 2018 12:36 PM
CBSA-ASFC_Complaints_Unit-Division_des_plaintes

From: RCMS-SGRR@cbsa-asfc.qc.ca rmailto:RCMS-SGRR@cbsa-asfc.qc.cal
Sent: December 26, 2017 1:43 PM
To: CBSA-ASFC_Appeals-Appels; CBSA-ASFC_RCMS-SGRR
Subject: Online submission has been processed

RCMS Enforcement
A new Online Submission has been added to RCMS Enforcement.
The appeal details are attached below.

Launch RCMS Enforcement

SGRR Execution de la loi
Line nouvelle soumission electronique a ete ajoutee au SGRR Execution de la loi.
Les details de I'appel sont inclus ci-dessous.

Ouvrir SGRR Enecution de la loi

fmrID: rcms2016c

l

 date of action: 2017-11-25
client type: individual [appellantType=l]
client first name:
client surname:
client address:
client city:
client country: (
client province/state: (
client postal/zip code:
client phone number:
client phone number type:

detailsField:

Agent was rude and completely incoherent when he was accusing me i

agent

was discriminating with no reasonable doubt and not justification by providing me

with false information to which is a complete lack of professionalism by a Border agent.

certificationField: yes
date submitted: 2017-12-26
language: english [language=l]
notarobot: 1
Submit: Submit

2

 Payette, Ryan

From:
Sent:
To:
Subject:
frmID: ccc

January 4, 2018 01:32 PM
CBSA-ASFC_Complaints_Unit-Division_des_plaintes
Soumission du formulaire WWW

Confirmation: Merci d'avoir partage votre retroaction. Votre message a ete envoye. Pour plus d'information sur la fagon
dont I'ASFC traite la retroaction, veuillez visiter notre --page FAQ"sujet: Formulaire de retroaction
type de retroaction: Plainte
courriel2:
prenom:
nom de famille:
numero de telephone:
adresse:
ville:
province etat:
code postal:
pays:
time_contact-hh: 17:00
d a te jo u r: date jn ois: date_annee: te m p jn m : - mm retroaction: Bonjour,

 1

J'ai ete humilie comme un criminel, detenu sans motif et interroge
sans aucune consideration pour ma personne.

attestation: yes
Submit: Soumettre

Mozilla/5.0 (Linux; Android 4.4.4; Y635-L03 Build/HuaweiY635-L03) AppleWebKit/537.36 (KHTML, like Gecko)
Chrome/63.0.3239.I l l Mobile Safari/537.36 vntll73121356

 Payette, Ryan

From:
Sent:
To:
Subject:
frmID: ccc

January 8, 2018 12:14 PM
CBSA-ASFC_Complaints_Unit-Division_des_plaintes
WWW Form Submission

Confirmation: Thank you for sharing your feedback. Your message has been sent. For more information on how the
CBSA handles feedback, please visit our --FAQ Page--.
subject: Feedback Form
feedback type: complaint
email2:
first name:
family name:
phone number:
address: ■
city:
province state:
postal code:
country:
time_contact-hh: 12:00
date_month: December
date_day: 16
date_year: 2017
time_hh: :
time mm:
location: NEXUS Toronto Pearson Terminal 1

 l

the officer became extremely rude,
he constantly rolled his eyes at us, and
was very condescending. He had no patience

certification: yes
Submit: Submit

Mozilla/5.0 (Windows NT 10.0; Win64; x64) AppleWebKit/537.36 (KHTML, like Gecko) Chrome/63.0.3239.84
Safari/537.36 vntll73121356

 Payette, Ryan

From:
Sent:
To:
Subject:
frmID: ccc

January 9, 2018 10:07 AM
CBSA-ASFC_Complaints_Unit-Division_des_plaintes
WWW Form Submission

Confirmation: Thank you for sharing your feedback. Your message has been sent. For more information on how the
CBSA handles feedback, please visit our --FAQ Page--.
subject: Feedback Form
feedback type: complaint
email2: i
first name:
family name:
phone number:
address:
city:
province state:
postal code:
country
time_contact-hh: 10:00
date_month: January
date_day: 04
date_year: time_hh:
tim e jrim
location: Pearson Airport YYZ
service provider: Canadian Border Services Agency

 l

He was incredibly rude and confrontational to our
family.

He got incredibly rude and told us not to argue and go and fill
out the form.
he did not
want to answer. He just sent us away and told us to argue.

Submit: Submit

Mozilla/5.0 (Windows NT 10.0; Win64; x64) AppleWebKit/537.36 (KHTML, like Gecko) Chrome/63.0.3239.84
Safari/537.36 vntll73121356

 Payette, Ryan

From:
Sent:
To:
Subject:
frmID: ccc

January 10, 2018 01:43 PM
CBSA-ASFC_Complaints_Unit-Division_des_plaintes
WWW Form Submission

Confirmation: Thank you for sharing your feedback. Your message has been sent. For more information on how the
CBSA handles feedback, please visit our --FAQ Page--.
subject: Feedback Form
feedback type: complaint
email2:
first name
family name:
phone numbei
address:
city:
province state:
postal code:
country:
time_contact-hh: 11:00
date_month: January
date_day: 04
date_year: tim e_hh:!
time mm:
location: CBSA Office 4971

 she told me I was acting aggressively, that I looked
like I was on drugs, and that I should be put in handcuffs.

certification: yes
Submit: Submit

Mozilla/5.0 (Windows NT 10.0; Win64; x64; rv:57.0) Gecko/20100101 Firefox/57.0 vntll73121356

 1

PROTECTED A

Payette, Ryan

From:
Sent:
To:
Subject:
frmID: ccc

January 10, 2018 04:37 PM
CBSA-ASFC_Complaints_Unit-Division_des_plaintes
Soumission du formulaire WWW

Confirmation: Merci d'avoir partage votre retroaction. Votre message a ete envoye. Pour plus d information sur la fa?on
dont I'ASFC traite la retroaction, veuillez visiter notre --page FAQ"sujet: Formulaire de retroaction
type de retroaction: Plainte
courriel2:
prenom:
nom de famille:
numero de telephone:
adresse:
ville:
province etat:
code postal:
pays:
d a te jo u r: 05
date_mois: janvier
date_annee: 2017
temp_hh:
temp_mm:
lieu: Aeroport Pierre Elliott Trudeau

 retroaction:
r

2

PROTECTED A

raison..

et interroges sans aucune
II ya eu clairement abus de pouvoir.

attestation: yes
Submit: Soumettre

Mozilla/5.0 (iPad; CPU OS 9_3_5 like Mac OS X) AppleWebKit/601.1.46 (KHTML, like Gecko) Version/9.0 Mobile/13G36
Safari/601.1 vntll73121356

 Monday 18 December 2017
To Whom ft May Concern:
DISRESPECT

DISRESPECT FOR THE PROPERTY OF OTHERS; ANTI-SEMITISM AND

RACISM ALIVE AND WELL AT TORONTO PEARSON AIRPORT, CANADA
COMPLAINT AGAINST 'CANADA BORDER

pulled out a knife in a threatening manner against me.
stared at me and then thrust the knife into the cardboard box.

 treated me with an anti-Jewish comment. An anti-Semitic slur

No respect
property of others.
Racism.

No respect for the
No respect for the religion of others.

r

RECEIVED - R£QU

JAN 1 1 2QI8^aA
File No.

 Payette, Ryan

From:
Sent:
To:
Subject:
frmID: ccc

January 11, 2018 06:13 PM
CBSA-ASFC_Complaints_Unit-Division_des_plaintes
WWW Form Submission

Confirmation: Thank you for sharing your feedback. Your message has been sent. For more information on how the
CBSA handles feedback, please visit our --FAQ Page--.
subject: Feedback Form
feedback type: complaint
email2:
first name:
family name:
phone number:
address:
city:
province state:
postal code:
country:
time_contact-hh: 16:00
date_month: January
date_day: 10
date_year: time_hh:
time mn
location: Pearson International Airport (YYZ)

l

 he
proceeded to accuse me of not telling the truth.
He was combative and rude and his
attempts to intimidate and accusatory remarks were not appreciated or acceptable

officers have been intentionally trained to be rude. Abusive. Unfriendly.
Accusatory without any investigative, troubleshooting or interpersonal skills. Robotic and simply mean spirited without
merit.

2

 iertheAccesstoInformationAct.

certification: yes
Submit: Submit

Mozilla/5.0 (Windows NT 6.1; Win64; x64) AppleWebKit/537.36 (KHTML, like Gecko) Chrome/63.0.3239.84
Safari/537.36 vntll73121356

3

 Payette, Ryan

From:
Sent:
To:
Subject:
identification:
confirm:
first_name:
family_name:
phone:
address:
city:
province_state: I
postal_zip: ’
country:
time_hh: 17
time_mm: 00
staff_contact: YVR CBS officers
date_month: January
date_day: 11
date_year: time_hh
time_mm
information: on
participation: on
protection: on

January 12, 2018 12:48 PM
CBSA-ASFC_Complaints_Unit-Division_des_plaintes
WWW Form Submission

 1

racially profiled by 3 officers who were white. Out of ALL the people in his flight and other
flights, they pulled him aside because of his appearance. They also spoke to me in a very condescending way.
certification: yes
Submit: Submit

Mozilla/5.0 (Linux; Android 4.4.2; A1-840FHD Build/KOT49H) AppleWebKit/537.36 (KHTML, like Gecko)
Chrome/63.0.3239. I l l Safari/537.36 vntll73121356

 Payette, Ryan

From:
Sent:
To:
Subject:
frmID: ccc

January 13, 2018 01:10 PM
CBSA-ASFC_Complaints_Unit-Division_des_plaintes
WWW Form Submission

Confirmation: Thank you for sharing your feedback. Your message has been sent. For more information on how the
CBSA handles feedback, please visit our --FAQ Page--.
subject: Feedback Form
feedback type: complaint
email2:
first name:
family name:
phone number:
address:
city:
province state:
postal code:
country:
time_contact-hh: 12:00
date_month: October
date_day: 04
date_year: 2017
time_hh: :
time mm:
location: Montreal Customs

 l

I noticed only people of different
ethnicity were the only ones chosen to go through customs.

certification: yes
Submit: Submit

Mozilla/5.0 (Linux; Android 7.0; SM-G950W Build/NRD90M) AppleWebKit/537.36 (KHTML, like Gecko)
Chrome/63.0.3239.I l l Mobile Safari/537.36 vntll73121356

 Payette, Ryan

From:
Sent:
To:
Subject:
frmID: ccc

January 13, 2018 08:10 PM
CBSA-ASFC_Complaints_Unit-Division_des_plaintes
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email2:
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family name
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postal code:
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time_contact-hh: 17:00
date_month: January
date_day: 15
date_year: time_hh:
time mnr
location: Pearson airport

 1

he dismissed my concerns rudely,
the supervisor decided to further humiliate and verbally abuse me

certification: yes
Submit: Submit

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 Payette, Ryan

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January 16, 2018 11:24 PM
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email2:
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address
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time_contact-hh: 17:00
date_month: January
date_day: 02
date_year: 2017
time_hh: (
time mm:
location: Pearson International Airport

l

 feedback: January 17th, 2017

Recourse Directorate
Canada Border Services Agency Ottawa,
ON K1A 0L8
Dear Sir or Madam:

The officer told her she was a liar.

2

 certification: yes
Submit: Submit

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3

 Payette, Ryan

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January 18, 2018 11:37 AM
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Confirmation: Merci d'avoir partage votre retroaction. Votre message a ete envoye. Pour plus d'information sur la fa?on
dont I'ASFC traite la retroaction, veuillez visiter notre --page FAQ-sujet: Formulaire de retroaction
type de retroaction: Plainte
courriel2:
prenom:
nom de famille:
numero de telephone:
adresse:
ville:
province etat:
code postal:
pays:
time_contact-hh: 10:00
d a te jo u r: 17
date_mois: janvier
date_annee: 2017
temp_hh:
te m p m rr
lieu: Montreal

 retroaction: Precision :
l

Plainte : L'agente de I'ASFC nous menace

attestation: yes
Submit: Soumettre

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 Payette, Ryan

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January 18, 2018 07:59 PM
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email2:
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family name:
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city:
province state:
postal code
country:
time_contact-hh: 10:00
date_month: January
date_day: 16
date_year: time_hh: :
time mm:
location: Toronto Pearson airport terminal 3

l

 this officer who seems dose not know how to respect and deal with people in
professional way and clearly have no experience.
exercising his power

certification: yes

 Payette, Ryan

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January 19, 2018 06:22 AM
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email2:
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time_contact-hh: 11:00
date_month: January
date_day: 17
date_year: 2017
time_hh:
time mm:
location: Yyz customs secondary

 1

I was met with rudeness and un-profesionalism.
the agent
became very judgemental regarding my finances when I answered her questions,

She began repeatedly yelling
to the point that other passengers began staring at me.

It was very unprofesional.

certification: yes
Submit: Submit

 Payettef Ryan

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January 21, 2018 04:07 PM
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Confirmation: Merci d'avoir partage votre retroaction. Votre message a ete envoye. Pour plus d'information sur la fagon
dont I'ASFC traite la retroaction, veuillez visiter notre --page FAQ"sujet: Formulaire de retroaction
type de retroaction: Plainte
courriel2:
prenom:
nom de famille:
numero de telephone:
adresse:
ville:
province etat:
code postal:
pays:
time_contact-hh: 11:00
d a te jo u r: 20
date_mois: janvier
date_annee: tem p_hh:;
temp_mm:
lieu: Aeroport PET Montreal

 l
retroaction:
tres impolie par un jeune douanier
: aye toue, tu connais pas ca des stops!

, ious sommes fait apostrophes d'une maniere
qui nous a crie

Ce jeune homme ne devrait pas travailler aupres du public et surtout, ne pas etre en situation ou il pourrait
abuser de son pouvoir.

attestation: yes
Submit: Soumettre

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 Payette, Ryan

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January 21, 2018 10:35 AM
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email2:
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phone number:
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postal code:
country:
time_contact-hh: 11:00
date_month: January
date_day: 19
date_year: time_hh:
time mm
location: Toronto International Airport

 l
feedback: Officer at the border'
Airport in Mississauga Ontario,
accusing me to unethical behaviour.

at Toronto International

certification: yes
Submit: Submit

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 1

PROTECTED A

Mcphail, Marshall

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January 25, 2018 02:02 PM
CBSA-ASFC_Complaints_Unit-Division_des_plaintes
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feedback type: complaint
email2:
first name:
family name:
phone number:
address:
city:
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postal code:
country:
time_contact-hh: 10:00
date_month: January
date_day: 18
date_year: 2018
time_hh:
time mnr
location: YVR CUSTOMS ENTRY

 CBSA- ReleasedundertheAccesstoInformationAct.

1
2

PROTECTED A

I was treated like a
criminal!

I totally feel discriminated

certification: yes
Submit: Submit

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 Payette, Ryan

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January 28, 2018 10:27 AM
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subject: Feedback Form
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email2: i
first name:
family name:
phone number:
address
city:
province state:
postal code:
country:
time_contact-hh: 15:00
date_month: January
date_day: 19
date_year: 2018
time_hh:
time mm
location: LESTER PEARSON AIRPORT Tl, TORONTO AIRPORT

l

 CBSA- ReleasedundertheAccesstoInformationAct.
ASFC- Divulgationenvertudelaloi surI’AccesaI’information.

Rather than using common sense, they seemed entirely process-driven, following
the results of whatever algorithm they use to stop travellers, and bent to using their uniforms to engage in the type of
aggressive behaviour;

2

 certification: yes
Submit: Submit

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3

 Payette, Ryan

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January 29, 2018 12:30 PM
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subject: Feedback Form
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email2:
first name:
family name:
phone number:
address:
city:
province state:
postal code:
country:
time_contact-hh: 15:00
date_month: January
date_day: 26
date_year: 2018
time_hh
time mr
location: Toronto Airport

 feedback:
l
phone
was taken and she was treated like a crim inal.!

certification: yes
Submit: Submit

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 Payette, Ryan

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January 29, 2018 10:55 PM
CBSA-ASFC_Complaints_Unit-Division_des_plaintes
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Confirmation: Thank you for sharing your feedback. Your message has been sent. For more information on how the
CBSA handles feedback, please visit our --FAQ Page--.
subject: Feedback Form
feedback type: complaint
email2:
first name:
family name:
phone number:
address:
city:
province state: i
postal code: I
country:
time_contact-hh: 10:00
date_month: January
date_day: 27
date_year: 2018
time_hh:
tim ejT in
location: Pierre Elliott Trudeau Airport, Montreal
service provider: Customs agent

 1

the frustration and hostility was totally uncalled for and totally inappropriate

certification: yes
Submit: Submit

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 R eco u rse ^ r w t o r a t e
D irection
re c o u rs

R E C E lV ^ n ~ R E ^ U

JAN 30 2 0 1 8 ^

January 24, 2018
File No.
Rot —

 The young female agent whom I showed Passport, and declaration was negative toward me from the
onset.

a

/j

I

^ O I ^

 CBSA- Released um 91 the Access #2 \Mnrmamm Ac 
ASFC Irmlgahan en vein :12 \a \m su? \?Acses I?mla?mahan

 

 

 

 

 

 

Payette, Ryan

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January 31, 2018 08:58 PM
CBSA-ASFC_Complaints_Unit-Division_des_plaintes
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subject: Feedback Form
feedback type: complaint
email2:
first name:
family name:
phone number:
address:
city:
province state:
postal code:
country:
time_contact-hh: 11:00
date_month: January
date_day: 31
date_year: 2018
time_hh:
time mm
location: Toronto Airport arrivals

 the customs agent was rude and disrespectful.
l

certification: yes
Submit: Submit

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 Payette, Ryan

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January 31, 2018 09:26 PM
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Confirmation: Thank you for sharing your feedback. Your message has been sent. For more information on how the
CBSA handles feedback, please visit our --FAQ Page--.
subject: Feedback Form
feedback type: complaint
email2:
first name:
family name:
phone number:
address:
city:
province state:
postal code:
country:
time_contact-hh: 16:00
date_month: January
date_day: 18
date_year: 2018
time_hh: (
time mm:
location: Vancouver International Airport

 CBSA- ReleasedundertheAccesstoInformationAct.
ASFC- Divulgationenvertudelaloi sur I’AccesaI’informatio

1

Upon arriving at the Vancouver airport the migration agents after waiting more than 6 hours and being with them,
determined that my entry to Canada could not be accepted.

certification: yes
Submit: Submit

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 Payette, Ryan

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February 1, 2018 04:14 PM
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subject: Feedback Form
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email2:
first name: I
family name:
phone number:
address: :
city:
province state
postal code:
country:
time_contact-hh: 14:00
date_month: January
date_day: 30
date_year: 2018
time_hh: ^
tim e jrim :
location: Toronto Lester B. Pearson International Airport - Terminal III

l

 interesting to observe this. I know it happens but this was the first time I felt truly profiled.

He starts asking me personal questions about my pictures and who took them

2

 Payette, Ryan

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February 5, 2018 12:55 PM
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email2
first name:
family name:
phone number:
address:
city:
province state:
postal code:
country:
time_contact-hh: 17:00
date_month: January
date_day: 28
date_year: 2018
time_hh:
time mm
location: Toronto - Pearson Airport

 1

Going through Canadian Customs I experienced a very rude female officer.

She proceeded to go through the case very aggressively.
she responded very rudely with "back off".

certification: yes
Submit: Submit

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 Payette, Ryan

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February 5, 2018 07:27 PM
CBSA-ASFC_Complaints_Unit-Division_des_plaintes
WWW Form Submission

Confirmation: Thank you for sharing your feedback. Your message has been sent. For more information on how the
CBSA handles feedback, please visit our --FAQ Page--.
subject: Feedback Form
feedback type: complaint
email2:
first name
family name:
phone number
address:
city:
province state
postal code:
country:
time_contact-hh: 17:00
date_month: January
date_day: 31
date_year: 2018
time_hh:
tim e jrim
location: Pearson International airport
feedback: To whom it may concern,

 l

The officer was questioned
He should not deserved an impolite comment from
officer.

certification: yes
Submit: Submit

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 R ecourse d ir e c to r a te
D irection des re c o u /s

R E C E IV E D - R E Q U

flS 0 6 2019%?^
Fite No. — — — —1 Ref. — — —— —

February 1, 2018

Recourse Directorate
Canada Border Services Agency
Ottawa, ON K1A 0L8

Complaint Against
CBSA Office: 4971
CBSA officer: I

Date: Friday December 8, 2017

Terminal 1/Toronto International Airport

To Whom! It May Concern:

--

 the encounter with Border Security

(

i
5
I
I
t
(

, She was intimidating and rude. 1

He said, "Have a seat" His
tone was authoritative and rude.
She started asking me many, and ! mean many questions in a very rude and
intimidating manner.

 jdela loi surI'AccesaI'information

The border security officer herself, acted like a terrorist. A mental
terrorist who made me feel terrified and guilty for no reason. She crossed the line...

 Payette, Ryan

From:
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February 6, 2018 05:58 PM
CBSA-ASFC_Complaints_Unit-Division_des_plaintes
WWW Form Submission

frmID: ccc
Confirmation: Thank you for sharing your feedback. Your message has been sent. For more information on how the
CBSA handles feedback, please visit our --FAQ Page--.
subject: Feedback Form
feedback type: complaint
email2:
first name:"
family name:
phone number:
address:
city:
province state:
postal code:
country:
tim e _ c o n ta c t- h h : 1 0 :0 0

d a te _ m o n th : F e b ru a ry

d a te _ d a y : 0 6

d a te _ y e a r: 2 0 1 8

t im e _ h h :

t im e j T i m

location: YVR Vancouver AIRPORT

service provider: Immgiration office

 1

He immediately shows a very rude attitude.

certification: yes
Submit: Submit

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 Payette, Ryan

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February 7, 2018 11:13AM
CBSA-ASFC_Complaints_Unit-Division_des_plaintes
WWW Form Submission

Confirmation: Thank you for sharing your feedback. Your message has been sent. For more information on how the
CBSA handles feedback, please visit our --FAQ Page--.
subject: Feedback Form
feedback type: complaint
email2:
first name:
family name
phone number
address:
city:
province state:
postal code:
country:
time_contact-hh: 17:00
date_month: November
date_day: 18
date_year: 2017
time_hh: :
time mm
location: Vancouver

l

  

He held me at customs for five hours. He was suspicious that I was 

certification: yes
Submit: Submit

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3

 Payette, Ryan

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February 7, 2018 11:18AM
CBSA-ASFC_Complaints_Unit-Division_des_plaintes
WWW Form Submission

Confirmation: Thank you for sharing your feedback. Your message has been sent. For more information on how the
CBSA handles feedback, please visit our --FAQ Page--.
subject: Feedback Form
feedback type: complaint
email2:
first name
family name:
phone number:
address:
city:
province state:
postal code:
country:
time_contact-hh: 15:00
date_month: December
date_day: 16
date_year: 2017
time_hh: :
time mm
location: Vancouver

 I am not responding to questions unrelated to the
matter of searching my suitcases.

certification: yes
Submit: Submit

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 Payette, Ryan

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February 7, 2018 11:23 AM
CBSA-ASFC_Complaints_Unit-Division_des_plaintes
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Confirmation: Thank you for sharing your feedback. Your message has been sent. For more information on how the
CBSA handles feedback, please visit our --FAQ Page--.
subject: Feedback Form
feedback type: complaint
email2:
first name:
family name:
phone number
address:
city:
province state:
postal code:
country: (
time_contact-hh: 15:00
date_month: December
date_day: 17
date_year: 2018
time_hh:
time mnr
location: Vancouver

l

 She was interrogated for over five hours

a series of bizarre questions about her

3
ASF

A-ReleaseziumeviheAccessm norm 
en vein :12 is Disu esa ind: maian

certification: yes
Submit: Submit

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3

 Payette, Ryan

From:
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February 7, 2018 11:25 AM
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Confirmation: Thank you for sharing your feedback. Your message has been sent. For more information on how the
CBSA handles feedback, please visit our --FAQ Page--.
subject: Feedback Form
feedback type: complaint
email2:
first name:
family name:
phone number:
address:
city:
province state:
postal code:
country:
time_contact-hh: 15:00
date_month: December
date_day: 17
date_year: 2017
time_hh:
time mm
location: Vancouver

l

 CBSA- Released um 91 the Access #2 \Mnrmamm Ac 
ASFC Irmlgahan en vein :12 \a \m su? \?Acses I?mla?mahan

certification: yes
Submit: Submit

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3

 Payette, Ryan

From:
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February 7, 2018 03:30 PM
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Confirmation: Thank you for sharing your feedback. Your message has been sent. For more information on how the
CBSA handles feedback, please visit our --FAQ Page--.
subject: Feedback Form
feedback type: complaint
email2:
first name:
family name:
phone number:
address:
city:
province state:
postal code:
country:
time_contact-hh: 09:00
date_month: February
date_day: 05
date_year: 2018
time_hh:
tim e jrim
location: YVR-Vancouver

service provider: CBSA

 l

feedback:

had been given such a dismissive "its our right to do
whatever we want" feeling,

certification: yes
Submit: Submit

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 Payette, Ryan

From:
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February 7, 2018 04:45 PM
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Confirmation: Thank you for sharing your feedback. Your message has been sent. For more information on how the
CBSA handles feedback, please visit our --FAQ Page--.
subject: Feedback Form
feedback type: complaint
email2:
first name:
family name:
phone number:
address:
city:
province state: i
postal code:
country:
time_contact-hh: 17:00
date_month: February
date_day: 06
date_year: 2018
time_hh: (
tim e jrim
location: Toronto Pearson Airport
feedback: To whomever it may concern,

 1

there was one remark or question that was extremely uncalled for

certification: yes
Submit: Submit

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 Payette, Ryan

From:
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February 9, 2018 11:10AM
CBSA-ASFC_Complaints_Unit-Division_des_plaintes
WWW Form Submission

Confirmation: Thank you for sharing your feedback. Your message has been sent. For more information on how the
CBSA handles feedback, please visit our --FAQ Page--.
subject: Feedback Form
feedback type: comment
email2:
first name:
family name:
phone number:
address: ■
city:
province state:
postal code:
country:
time_contact-hh: 09:00
date_month: February
date_day: 09
date_year: time_hh:
tim e jrinr
location: Toronto Pearson Airport (YYZ)
service provider: Canada Customs/Border Agency

 1

was entering Canada, the way all the
officers were treating him when they were going through every single stuff including his personal toiletries, underwear,
etc. in his luggage. /

certification: yes
Submit: Submit

Mozilla/5.0 (Windows NT 6.1; Win64; x64) AppleWebKit/537.36 (KHTML, like Gecko) Chrome/64.0.3282.140
Safari/537.36 vntll73121356

 Payette, Ryan

From:
Sent:
To:
Subject:
frmID: ccc

February 10, 2018 03:03 AM
CBSA-ASFC_Complaints_Unit-Division_des_plaintes
WWW Form Submission

Confirmation: Thank you for sharing your feedback. Your message has been sent. For more information on how the
CBSA handles feedback, please visit our --FAQ Page--.
subject: Feedback Form
feedback type: complaint
email2: i
first name:
family name:
phone number:
address:
city
province state:
postal code
country:
time_contact-hh: 17:00
date_month: February
date_day: 08
date_year: 2018
time_hh:
time mm

location: Vancouver International Airport Passanger Operation

 )- Divulgatio

1

When I went to the custom counter for check-in,
the attitude of the office was also unfriendly.

certification: yes
Submit: Submit

Mozilla/5.0 (Linux; Android 7.1.1; SM-N9500 Build/NMF26X) AppleWebKit/537.36 (KHTML, like Gecko)
Chrome/64.0.3282.137 Mobile Safari/537.36 vntll73121356

 Payette, Ryan

From:
Sent:
To:
Subject:
frmID: ccc

February 11, 2018 05:08 PM
CBSA-ASFC_Complaints_Unit-Division_des_plaintes
WWW Form Submission

Confirmation: Thank you for sharing your feedback. Your message has been sent. For more information on how the
CBSA handles feedback, please visit our --FAQ Page--.
subject: Feedback Form
feedback type: complaint
email2:
first name
family name:
phone number:
address:
city:
province state:
postal code:
country
date_month: February
date_day: 06
date_year: 2018
tim e_hh:;
time mm:
location: Montreal International Airport

 l

the officer was a bit
impolite and rude.

certification: yes
Submit: Submit

Mozilla/5.0 (iPhone; CPU iPhone OS 11_2_2 like Mac OS X) AppleWebKit/604.4.7 (KHTML, like Gecko) Version/11.0
Mobile/15C202 Safari/604.1 vntll73121356

 Payette, Ryan

From:
Sent:
To:
Subject:
frmID: ccc

February 14, 2018 01:36 PM
CBSA-ASFC_Complaints_Unit-Division_des_plaintes
WWW Form Submission

Confirmation: Thank you for sharing your feedback. Your message has been sent. For more information on how the
CBSA handles feedback, please visit our --FAQ Page--.
subject: Feedback Form
feedback type: complaint
email2:
first name:
family name:
phone number:
address:
city:
province state:
postal code:
country: (
date_month: February
date_day: 12
date_year: 2018
time_hh:
time mnr

location: Toronto Pearson

 random, unprovoked
harassment by a person in a position of power.

certification: yes
Submit: Submit

Mozilla/5.0 (Windows NT 10.0; Win64; x64) AppleWebKit/537.36 (KHTML, like Gecko) Chrome/63.0.3239.132
Safari/537.36 vntll73121356

 PROTECTED A

1

Mcphail, Marshall

From:
Sent:
To:
Subject:
frmID: ccc

February 16, 2018 05:50 PM
CBSA-ASFC_Complaints_Unit-Division_des_plaintes
WWW Form Submission

Confirmation: Thank you for sharing your feedback. Your message has been sent. For more information on how the
CBSA handles feedback, please visit our --FAQ Page--.
subject: Feedback Form
feedback type: complaint
email2:
first name:
family name:
phone number:
address
city:
province state:
postal code
country:
time_contact-hh: 10:00
date_month: February
date_day: 10
date_year: 2018
time_hh: :
time mm
location: Pearson Airport

 feedback: Officer was so rude, and approached us very aggressively.
l
2

PROTECTED A

certification: yes
Submit: Submit

Mozilla/5.0 (iPad; CPU OS 11_2_5 like Mac OS X) AppleWebKit/604.5.6 (KHTML, like Gecko) Version/11.0 Mobile/15D60
Safari/604.1 vntll73121356

 CBSA■ReleasedundertheAccesstoInformationAct.
ASFC■DivulgationenvertudelaloisurI’AccesaI’informati

1

PROTECTED A

Mcphail, Marshall

From:
Sent:
To:
Subject:
frmID: ccc

February 17, 2018 10:41 AM
CBSA-ASFC_Complaints_Unit-Division_des_plaintes
Soumission du formulaire WWW

Confirmation: Merci d'avoir partage votre retroaction. Votre message a ete envoye. Pour plus d'information sur la fa^on
dont I'ASFC traite la retroaction, veuillez visiter notre --page FAQ--.
sujet: Formulaire de retroaction
type de retroaction: Commentaire
courriel2:
prenom
nom de famille:
numero de telephone:
adresse: ville:
province etat:
code postal:
pays:
dateJo u r: 06
date_mois: fevrier
date_annee: 2018
te m p jih :
temp_mm
lieu: Aeroport Montreal Trudeay

retroaction: Madame / Monsieur,

 presentees devant un agent qui s'est montre tres meprisant, a la limite de la grossierete.
1

attestation: yes
Submit: Soumettre

Mozilla/5.0 (Windows NT 6.1; WOW64; Trident/7.0; rv:11.0) like Gecko vntll73121356

 PROTECTED A

1

Mcphail, Marshall

From:
Sent:
To:
Subject:
frmID: ccc

February 17, 2018 07:42 PM
CBSA-ASFC_Complaints_Unit-Division_des_plaintes
WWW Form Submission

Confirmation: Thank you for sharing your feedback. Your message has been sent. For more information on how the
CBSA handles feedback, please visit our --FAQ Page--.
subject: Feedback Form
feedback type: complaint
email2:
first name
family name
phone number:
address:
city:
province state:
postal code:
country:
time_contact-hh: 11:00
date_month: February
date_day: 17
date_year: 2018
time_hh:
time mnr

location: Montreal Trudeau Airport

 CBSA- ReleasedundertheAccesstoInformationAct.
ASFC- DivulgationenvertudelaloisurI’AccesaI’informatic

feedback: Dear Sir\Madam,

1

2

PROTECTED A

spoke to me rudely and
condescendingly because I had not understood the part of the form that deals with the value of goods purchased
outside of Canada
he responded rudely,
He then circled the top part of the form with an exaggerated flourish, telling me that if it wasn't
filled out correctly I wouldn't get my bag back.

certification: yes
Submit: Submit

Mozilla/5.0 (Macintosh; Intel Mac OS X 10_12_6) AppleWebKit/604.5.6 (KHTML, like Gecko) Version/11.0.3
Safari/604.5.6 vntll73121356

 PROTECTED A

1

Mcphail, Marshall

From:
Sent:
To:
Subject:
frmID: ccc

February 19, 2018 11:44 PM
CBSA-ASFC_Complaints_Unit-Division_des_plaintes
WWW Form Submission

Confirmation: Thank you for sharing your feedback. Your message has been sent. For more information on how the
CBSA handles feedback, please visit our --FAQ Page--.
subject: Feedback Form
feedback type: complaint
email2:
first name:
family name:
phone number
address:
city:
province state:
postal code:
country:
time_contact-hh: 09:00
date_month: February
date_day: 19
date_year: 2018
time_hh: (
time mm
location: Pearson Airport Terminal 1

 1

The second officer was very unpleasant and rude.

He then shooed us away.

Another customs officer yelled at the couple in a demeaning manner.
The next officer who
engaged them was also disrespectful and rude. At no point an interpreter was offered or the officer spoke to the couple
in a respectful manner.

This again, is racial
profiling.

certification: yes
Submit: Submit

Mozilla/5.0 (Linux; Android 7.1.1; SM-N950W Build/NMF26X) AppleWebKit/537.36 (KHTML, like Gecko)
Chrome/63.0.3239.111 Mobile Safari/537.36 vntll73121356

 Payette, Ryan

From:
Sent:
To:
Subject:
FYA-Complaint

CBSA-ASFC_Appeals-Appels
February 20, 2018 05:04 PM
CBSA-ASFC_Complaints_Unit-Division_des_plaintes
FW: I

From: RCMS-SGRR@cbsa-asfc.gc.ca [mailto:RCMS-SGRR@cbsa-asfc.gc.ca] Sent:
February 10, 2018 1:35 PM
To: CBSA-ASFC_Appeals-Appels <Appeals-Appels@cbsa-asfc.gc.ca>; CBSA-ASFC_RCMS-SGRR <RCMSSGRR@cbsaasfc.gc.ca>
Subject: Online submission has been processed

RCMS Enforcement

N o tn . uiion

A new Online Submission has been added to RCMS Enforcement.
The appeal details are attached below.

Launch RCMS Enforcement

or,

SGRR Execution de la loi

Line nouvelle soumission electronique a ete ajoutee au SGRR Execution de la loi.
Les details de I'appel sont inclus ci-dessous.

SGRR

Execution de la loi

fmrID: rcms2016c

date of action: 2018-01-13

Ouvrir

 1

client type:
client first name:
client surname:
client address:
client city:
client country:
client province/state:
client postal/zip code:
client phone number:
client phone number type:

detailsField:

Le dernier douanier a etre venu etait agressif et avait la main sur son arme a feu comme pret a la
retirer.

certificationField: yes
date submitted: 2018-02-10
language: french [language=2]
notarobot: 1
Submit: Soumettre

 Payette, Ryan

From:
Sent:
To:
Subject:
frmID: ccc

February 21, 2018 06:55 PM
CBSA-ASFC_Complaints_Unit-Division_des_plaintes
WWW Form Submission

Confirmation: Thank you for sharing your feedback. Your message has been sent. For more information on how the
CBSA handles feedback, please visit our --FAQ Page--.
subject: Feedback Form
feedback type: complaint
email2:
first name: I
family name:
phone number:
address:
city
province state:
postal code:
country:
time_contact-hh: 11:00
date_month: February
date_day: 21
date_year: 2018
time_hh: 1
time mm:
location: Montreal CBSA at the Pierre Elliot Trudeau Airport

 l
did not
treat the people lining up waiting at CBSA with respect.

he would not let me finish my sentence and told
me with a bad attitude to "get in line and thats it".

certification: yes
Submit: Submit

Mozilla/5.0 (iPhone; CPU iPhone OS 11_1_2 like Mac OS X) AppleWebKit/604.3.5 (KHTML, like Gecko) Version/11.0
Mobile/15B202 Safari/604.1 vntll73121356

 Payette, Ryan

From:
Sent:
To:
Subject:
frmID: ccc

February 22, 2018 01:38 AM
CBSA-ASFC_Complaints_Unit-Division_des_plaintes
WWW Form Submission

Confirmation: Thank you for sharing your feedback. Your message has been sent. For more information on how the
CBSA handles feedback, please visit our --FAQ Page--.
subject: Feedback Form
feedback type: complaint
email2: I
first name:
family name:
phone number
address:
city:
province state:
postal code:
country:
time_contact-hh: 11:00
date_month: February
date_day: 21
date_year: 2018
time_hh:
time mm

location: Toronto

l

 That aside the point of the complaint is her presumption I was a d
your systems.

and I may now be profiled as such in

 Payette, Ryan

From:
Sent:
To:

CBSA-ASFC_Appeals-Appels
February 22, 2018 10:31 AM
CBSA-ASFC_Complaints_Unit-Division_des_plaintes

Subject:
Conduct, miss treated by BSO

From: RCMS-SGRR@cbsa-asfc.gc.ca [mailto:RCMS-SGRR@cbsa-asfc.gc.ca] Sent:
February 15, 2018 12:09 PM
To: CBSA-ASFC_Appeals-Appels <Appeals-Appels@cbsa-asfc.gc.ca>; CBSA-ASFC_RCMS-SGRR <RCMSSGRR@cbsaasfc.gc.ca>
Subject: Online submission has been processed

RCMS E n fo rc e m e n t Notification
A new Online Submission has been added to RCMS Enforcement.
The appeal details are attached below.

Launch RCMS Enforcement

\

Ncation de SGRR E xecution de la loi

Line nouvelle soumission electronique a ete ajoutee au SGRR Execution de la loi.
Les details de I'appel sont inclus ci-dessous.

Ouwfif S G R R Execution de la loi

fmrID: rcms2016c

 1

date of action: 2018-02-01
client type:
client first name:
client surname:
client address:
client city:
client country:
client province/state:
client postal/zip code:
client phone number:
client phone number type:

detailsField: to whom it may concern:

The officer
behaviour was very bad with me

certificationField: yes
date submitted: 2018-02-15
language: english [language=l]
notarobot: 1
Submit: Submit

Mozilla/5.0 (Windows NT 10.0; Win64; x64) AppleWebKit/537.36 (KHTML, like Gecko) Chrome/52.0.2743.116 Safari/537.36
Edge/15.15063 vntll73121356

 Payette, Ryan

From:
Sent:
To:

CBSA-ASFC_Appeals-Appels
February 22, 2018 01:10 PM
CBSA-ASFC_Complaints_Unit-Division_des_plaintes

Subject:
Conduct, humiliated and miss treated

From: RCMS-SGRR@cbsa-asfc.gc.ca [mailto:RCMS-SGRR@cbsa-asfc.gc.ca] Sent:
February 15, 2018 10:57 PM
To: CBSA-ASFC_Appeals-Appels <Appeals-Appels@cbsa-asfc.gc.ca>; CBSA-ASFC_RCMS-SGRR <RCMSSGRR@cbsaasfc.gc.ca>
Subject: Online submission has been processed

RCMS E n fo rc e m e n t

N otification

A new Online Submission has been added to RCMS Enforcement.
The appeal details are attached below.

Launch RCMS Enforcement

fication de

SGRR E xecution de la loi

Une nouvelle soumission electronique a ete ajoutee au SGRR Execution de la loi.
Les details de I'appel sont inclus ci-dessous.

Ouvfif SGRR Execution de la loi

fmrID: rcms2016c

 1

date of action: 2018-02-14
client type:
client first name:
client surname:
client address:
client city:
client country:
client province/state:
client postal/zip code:
client phone number:
client phone number type:

detailsField:

i
to being poorly and humiliatingly treated in the way I was treated.

make himself subject

certificationField: yes
date submitted: 2018-02-15
language: english [language=l]
notarobot: 1
Submit: Submit

Mozilla/5.0 (Macintosh; Intel Mac OS X 10_13_3) AppleWebKit/604.5.6 (KHTML, like Gecko) Version/11.0.3 Safari/604.5.6 vntll73121356

 Payette, Ryan

From:
Sent:
To:
Subject:
id e n tifica tio n : victim
confirm :
first_nam e:
fam ily_nam e:
p h o n e :!
address:
city:
province_state:
postal_zip:
country:
tim e _ m m : - mm d a te jm o n th : February
date_day: 21
date_year: tim e _ m m 2 : - mm in fo rm a tio n : on
p ro te ctio n : on
location: T oro nto
feedback: Dear O fficer,

February 22, 2018 03:27 PM
CBSA-ASFC_Complaints_Unit-Division_des_plaintes
W W W Form Submission

 - - Divulgationenve

1

he said is so personal and he maybe was racial
discrim in atio n. I

c e rtifica tio n : yes
Subm it: Subm it

M ozilla /5 .0 (M acintosh; Intel Mac OS X 10_13_2) A p pleW ebK it/537.36 (KHTML, like Gecko) C hrom e/66.0.3343.3
Safari/537.36 v n tll7 3 1 2 1 3 5 6

 Payette, Ryan

From:
Sent:
To:
Subject:

February 26, 2018 01:36 AM
CBSA-ASFC_Complaints_Unit-Division_des_plaintes
W W W Form Submission

frm ID : ccc
C onfirm ation: Thank you fo r sharing yo ur feedback. Your message has been sent. For m ore in fo rm a tio n on how the
CBSA handles feedback, please visit o ur --FAQ Page--.
subject: Feedback Form
feedback type: co m p la int
em ail2:
firs t name
fa m ily name:
phone n um ber
address:
city:
province state: /
postal code
country:
tim e_ con ta ct-h h : 10:00
date _m o nth : February
date_day: 24
date_year: 2018
tim e_ hh :
tim e mm

location: Toronto Lester B. Pearson International Airport - Terminal III

 He was rude & misbehave with us.

The officer harass me & bully me with his words. He was shouting & yelled at me in the presence of all other passenger.
He was not ready to listen to me & even he was telling me "I am not in my right mind & he doesn't want to talk to me".

certification: yes
Submit: Submit

Mozilla/5.0 (iPhone; CPU iPhone OS 11_2_5 like Mac OS X) AppleWebKit/604.5.6 (KHTML, like Gecko) Version/11.0
Mobile/15D60 Safari/604.1 vntll73121356

 Payette, Ryan

From:
Sent:
To:
Subject:

February 26, 2018 06:05 AM
CBSA-ASFC_Complaints_Unit-Division_des_plaintes
Soumission du form ulaire W W W

frmID: ccc
Confirmation: Merci d'avoir partage votre retroaction. Votre message a ete envoye. Pour plus d'information sur la fa^on
dont I'ASFC traite la retroaction, veuillez visiter notre --page FAQ-sujet: Formulaire de retroaction
type de retroaction: Plainte
courriel2:
prenom:
nom de famille:
numero de telephone:
adresse:;
ville: I
province etat:1
code postal:
pays:
time_contact-hh: 13:00
datejour: 26
date_mois: fevrier
date_annee: 2018
temp_hh:
temp_mm
lieu: L'aeroport de Montreal Pierre Elliott Trudeau

 I'agent fro n ta lie r me
parle avec un to n un peu agressif en me posent des questions com m e la d u rer de mes vacances et Qu'est-ce que je fais
dans la vie,

racisme  

a tte s ta tio n : yes
Subm it: Soum ettre

M ozilla /5 .0 (W indow s NT 10.0; W in64; x64) A p pleW ebK it/537.36 (KHTML, like Gecko) C hrom e/64.0.3282.167
Safari/537.36 v n tll7 3 1 2 1 3 5 6

 CBSA- ReleasedundertheAccesstoInformationAct.
ASFC- Divulgationenvertudelaloi surI’AccesaI’informa

Recourse Directorate
Direction de-y recours
RECEIVED - REQU
Montreal, February 3, 2018

1 2 2018-tB
File No, — .— —..............
Rat — .............

Recourse Directorate
Canada Border Services Agency
333 North River Road, Tower A - 11th floor
Ottawa, Ontario
klA-0L8

To whom it may concern,

The customs officer was very abusive

j

.

 Payette, Ryan

From:
Sent:
To:
Subject:

February 28, 2018 04:26 PM
CBSA-ASFC_Complaints_Unit-Division_des_plaintes
Soumission du formulaire WWW

frmID: ccc
Confirmation: Merci d'avoir partage votre retroaction. Votre message a ete envoye. Pour plus d'information sur la fagon
dont I'ASFC traite la retroaction, veuillez visiter notre --page FAQ"sujet: Formulaire de retroaction
type de retroaction: Plainte
courriel2:
prenom:  
nom de famille:
numero de telephone:
adresse:
ville:
province etat:
code postal:
pays:
time_contact-hh: 12:00
datejour: 10
date_mois: fevrier
date_annee: 2018
temp_hh::
tempmm:
lieu: aeroport de montreal-trudeau

 l
une amere sensation de profilage racial

attestation: yes
Submit: Soumettre

Mozilla/5.0 (Windows NT 10.0; Win64; x64) AppleWebKit/537.36 (KHTML, like Gecko) Chrome/63.0.3239.132
Safari/537.36 vntll73121356

 Payette, Ryan

From:
Sent:
To:
Subject:

March 2, 2018 08:40 AM
CBSA-ASFC_Complaints_Unit-Division_des_plaintes
W W W Form Submission

frm ID : ccc
C onfirm ation: Thank you fo r sharing yo ur feedback. Your message has been sent. For m ore in fo rm a tio n on how the
CBSA handles feedback, please visit o ur --FAQ Page--.
subject: Feedback Form
feedback type: co m p la int
em ail2:
firs t name:
fa m ily name:
phone n um ber
address:
city
province state: I
postal code:
country:
tim e_ con ta ct-h h : 10:00
date _m o nth : M arch
date_day: 02
date_year: 2018
tim e_ hh : (
tim e mm
location: T oro nto

 Canadian border control is engaged in racial profiling
l

certification: yes
Submit: Submit

Mozilla/5.0 (iPhone; CPU iPhone OS 11_2_1 like Mac OS X) AppleWebKit/604.4.7 (KHTML, like Gecko) Version/11.0
Mobile/15C153 Safari/604.1 vntll73121356

 Payette, Ryan

From:
Sent:
To:
Subject:
Importance:

March 5, 2018 08:36 AM
CBSA-ASFC_Complaints_Unit-Division_des_plaintes
New inform ation received from claim ant via email - OFFICER CONDUCT
High

---- Original Message---From:
Sent: March 5, 2018 8:09 AM
To: Bangs, Tracey <Tracey.Bangs@cbsa-asfc.gc.ca> Subject:
Re: Proper contact info
Hi Tracey,

had a very derogatory attitude from the moment he attacked me in the
baggage claim area then following me into secondary. He made anti Semitic remarks

l

  

On Mar 5, 2018, at 7:42 AM, Bangs, Tracey wrote:




CBSA- Released um 91 the Access #2 \Mnrmamm Ac 
ASFC Irmlgahan en vein :12 \a \m su? \?Acses I?mla?mahan

Payette, Ryan

From:
Sent:
To:
Subject:

March 2, 2018 09:36 PM
CBSA-ASFC_Complaints_Unit-Division_des_plaintes
WWW Form Submission

frmID: ccc
Confirmation: Thank you for sharing your feedback. Your message has been sent. For more information on how the
CBSA handles feedback, please visit our --FAQ Page--.
subject: Feedback Form
feedback type: complaint
email2:
first name:.
family name: I
phone number
address:
city:
province state:
postal code:
country:
time_contact-hh: 17:00
date_month: January
date_day: 30
date_year: 2018
time mm: - mm location: Custums pearson

 CBSA- ReleasedundertheAccesstoInformationAct.
ASFC■Divulgationenvertudelaloi surI'AccesaI’informatic

1

again i asked what we were doing in here told to GO IN THERE , when we got to a counter the attendant looked at our
customs form and said oh the guy upstairs made a mistake, be on your way and i hope you make your connection.

certification: yes
Submit: Submit

Mozilla/5.0 (Linux; Android 7.1.1; SAMSUNG SM-T560NU Build/NMF26X) AppleWebKit/537.36 (KHTML, like Gecko)
SamsungBrowser/6.4 Chrome/56.0.2924.87 Safari/537.36 vntll73121356

 Payette, Ryan

From:
Sent:
To:
Subject:

March 3, 2018 11:31 AM
CBSA-ASFC_Complaints_Unit-Division_des_plaintes
W W W Form Submission

frm ID : ccc
C onfirm ation: Thank you fo r sharing yo ur feedback. Your message has been sent. For m ore in fo rm a tio n on how the
CBSA handles feedback, please visit o ur --FAQ Page--.
subject: Feedback Form
feedback type: co m p la int
em ail2:
firs t name:
fa m ily name:
phone num ber:
address:
city:
province state:
postal code
country:
tim e_ con ta ct-h h : 12:00
date _m o nth : February
date_day: 12
date_year: 2018
tim e_ hh :
tim e mm

location: P.E. Trudeau International Airport, Montreal,

 1

Officer

told him it was "rude" of him to put the card like that on

the counter.

In contrast, Officer

was exceedingly polite to me.

certification: yes
Submit: Submit

Mozilla/5.0 (Macintosh; Intel Mac OS X 10_12_6) AppleWebKit/604.3.5 (KHTML, like Gecko) Version/11.0.1
Safari/604.3.5 vntll73121356

 Payette, Ryan

From:
Sent:
To:
Subject:

March 3, 2018 12:37 PM
CBSA-ASFC_Complaints_Unit-Division_des_plaintes
W W W Form Submission

frm ID : ccc
C onfirm ation: Thank you fo r sharing yo ur feedback. Your message has been sent. For m ore in fo rm a tio n on how the
CBSA handles feedback, please visit o ur --FAQ Page--.
subject: Feedback Form
feedback type: co m p la int
em ail2:
firs t name:
fa m ily name:
phone num ber:
address:
city:
province state:
postal code:
country: I
tim e_ con ta ct-h h : 16:00
date _m o nth : date_day: date_year: tim e m m: - mm -

 As I handed in the letter the officer started becoming aggressive saying, "you're a piece of work aren't ya?". After he
left his booth, he began raising his voice and I believe that he also was pushing me with his hands around my arms and,
as he was escorting me to the immigration inspection hall, started using foul language
Then, it seemed mostly for his amusement.

certification: yes
Submit: Submit

 R ecourse D irectorate
D irection cfrrt recours

R e c e iv e * ) - B 6 5 U

MAR 0 5 2018

2018 January
Complaint

File No.

______ __________

Ref----------------------------- --------------

 Payette, Ryan

From:
Sent:
To:
Subject:

March 5, 2018 04:10 PM
CBSA-ASFC_Complaints_Unit-Division_des_plaintes
W W W Form Submission

frm ID : ccc
C onfirm ation: Thank you fo r sharing yo ur feedback. Your message has been sent. For m ore in fo rm a tio n on how the
CBSA handles feedback, please visit o ur --FAQ Page--.
subject: Feedback Form
feedback type: co m p la int
em ail2
firs t name:
fa m ily name:
phone n um ber
address:
city:
province state:
postal code:
country:
tim e_ con ta ct-h h : 17:00
date _m o nth : M arch
date_day: 04
date_year: 2018
t im e jr im : - mm location: T oro nto Pearson A irp o rt
service provider: Canadian Border Services Agency

 ; - Divulgationenvert

1

th e agent was a tte m p tin g to cover her
in e p titu d e o f border services policy by being overly antagonistic, a u th o rita tiv e , and im p olite .

c e rtifica tio n : yes
Subm it: Subm it

M ozilla /5 .0 (W indow s NT 6.1; W in64; x64) A p pleW ebK it/537.36 (KHTML, like Gecko) C hrom e/64.0.3282.140
Safari/537.36 v n tll7 3 1 2 1 3 5 6

 Payette, Ryan

From:
Sent:
To:
Subject:

March 5, 2018 05:03 PM
CBSA-ASFC_Complaints_Unit-Division_des_plaintes
W W W Form Submission

frm ID : ccc
C onfirm ation: Thank you fo r sharing yo ur feedback. Your message has been sent. For m ore in fo rm a tio n on how the
CBSA handles feedback, please visit o ur --FAQ Page--.
subject: Feedback Form
feedback type: co m p la int
email2:
firs t name:
fa m ily name:
phone num ber:
address
city:
province state:
postal code:
country
tim e_ con ta ct-h h : 10:00
date _m o nth : M arch
date_day: 05
date_year: 2018
tim e_ hh : :
tim e mm
location: Dorval A irp o rt

 1

second agent spoke up telling her to get behind the line and "it's not there for nothing".
unnecessarily rude.

certification: yes
Submit: Submit

Mozilla/5.0 (Linux; Android 7.1.1; SM-J320W8 Build/NMF26X) AppleWebKit/537.36 (KHTML, like Gecko)
Chrome/64.0.3282.137 Mobile Safari/537.36 vntll73121356

The
the agent was

 Payette, Ryan

CBSA-ASFC_Appeals-Appels
March 7, 2018 12:47 PM
CBSA-ASFC_Complaints_Unit-Division_des_plaintes

From:
Sent:
To:
Subject:

Officer conduct, rude and aggressive

From: RCMS-SGRR@cbsa-asfc.gc.ca [mailto:RCMS-SGRR@cbsa-asfc.gc.ca] Sent:

March 3, 2018 6:26 PM
To: CBSA-ASFC_Appeals-Appels <Appeals-Appels@cbsa-asfc.gc.ca>; CBSA-ASFC_RCMS-SGRR <RCMS-

SGRR@cbsaasfc.gc.ca>
Subject: Online submission has been processed

RCMS Enforcement Notification
A new Online Submission has been added to RCMS Enforcement.
The appeal details are attached below.

Launch RCMS Enforcement

"ific

de SGRR Execution de la loi

Line nouvelle soumission electronique a ete ajoutee au SGRR Execution de la loi.
Les details de I'appel sont inclus ci-dessous.

Ouvrir SGRR Execution de la loi

fmrID: rcms2016c

l

 date of action: 2018-02-19
client type:
client first name:
client surname
client address:
client city:
client country:
client province/state:
client postal/zip code:
client phone number:
client phone number type:

detailsField:

Then another officer came and three of them started screaming at me that I was lying to them.

certificationField: yes
date submitted: 2018-03-03
language: english [language=l]
notarobot: 1
Submit: Submit
2

 Payette, Ryan

CBSA-ASFC_Appeals-Appels
March 9, 2018 12:25 PM
CBSA-ASFC_Complaints_Unit-Division_des_plaintes

From:
Sent:
To:
Subject:

Conduct, unprofessional breach of privacy

From: RCMS-SGRR@cbsa-asfc.gc.ca [mailto:RCMS-SGRR@cbsa-asfc.gc.ca] Sent:

March 6, 2018 1:23 AM
To: CBSA-ASFC_Appeals-Appels <Appeals-Appels@cbsa-asfc.gc.ca>; CBSA-ASFC_RCMS-SGRR <RCMS-

SGRR@cbsaasfc.gc.ca>
Subject: Online submission has been processed

RCMS Enforcement Notification
A new Online Submission has been added to RCMS Enforcement.
The appeal details are attached below.

Launch RCMS Enforcement

ific,

i cie SGRR Execution de la loi

Line nouvelle soumission electronique a ete ajoutee au SGRR Execution de la loi.
Les details de I'appel sont inclus ci-dessous.

Ouvrir SGRR Execution de la loi

fmrID: rcms2016c

l

 date of action: 2017-12-08

date ttp action: 2018-01-02
client type:
client first name:
client surname:
client address:
client city:
client country:
client province/state: i
client postal/zip code
client phone number:
client phone number type:

detailsField:
violation. The male officer inspected all my personal pictures and messages.

2)lntimidation.,
female officer that I'd be charged for smuggle,

l)Privacy

I was threatened bya

3)

Discrimination.

4)

Human right. I was not allowed to go to washroom for hours.

5)

Property right. The male officer threatened me that I must unlock my mobile phone and I didn't have the right to say no.

6)

Disrespect.

7)Unprofessional.

2

 certificationField: yes
date submitted: 2018-03-06
language: english [language=l]
notarobot: 1
Submit: Submit

Mozilla/5.0 (Windows NT 10.0; Win64; x64) AppleWebKit/537.36 (KHTML, like Gecko) Chrome/64.0.3282.186 Safari/537.36 vntll73121356

3

 Payette, Ryan

From:
Sent:
To:
Subject:

March 10, 2018 08:49 PM
CBSA-ASFC_Complaints_Unit-Division_des_plaintes
WWW Form Submission

frmID: ccc
Confirmation: Thank you for sharing your feedback. Your message has been sent. For more information on how the
CBSA handles feedback, please visit our --FAQ Page--.
subject: Feedback Form
feedback type: complaint
email2:
first name:
family name:
phone number:
address:
city:
province state:
postal code:
country:
time_contact-hh: 16:00
date_month: July
date_day: 03
date_year: 2017
time_hh: (
time mm
location: YVR Airport

l

 feedback:

fo r Privacy reasons i d id n t feel co m fo rtab le te llin g him w here i lived, i fe lt te llin g him w hich c ity i lived was su fficien t
enough, he asked me "pick up yo u r s tu ff and fo llo w m e"
th e to n e o f his voice was not frien dly.

2

 CBSA- ReleasedundertheAccesstoInformationAct.

ce rtifica tio n : yes
Subm it: Subm it

M ozilla /5 .0 (W indow s NT 10.0; W in64; x64; rv:57.0) G ecko/20100101 F irefox/57.0 v n tll7 3 1 2 1 3 5 6

 Payette, Ryan

From:
Sent:
To:
Subject:

March 12, 2018 03:21 PM
CBSA-ASFC_Complaints_Unit-Division_des_plaintes
W W W Form Submission

frm ID : ccc
C onfirm ation: Thank you fo r sharing yo ur feedback. Your message has been sent. For m ore in fo rm a tio n on how th e
CBSA handles feedback, please visit o ur -F A Q Page--.
subject: Feedback Form
feedback typ e: co m p la int
em ail2:
firs t name:
fa m ily n a m e :<
phone num ber:
address
city:
province state:
postal code:
country:
d a te jr io n th : M arch
date_day: 06
date_year: 2018
tim e_ hh :
tim e_m rri
location: T oro nto Lester B. Pearson In te rn atio na l A irp o rt - Term inal I (4,971)
feedback: Hello.

 l

O fficers become extre m ely rude.

ce rtifica tio n : yes
Subm it: Subm it

M ozilla /5 .0 (W indow s NT 10.0; W in64; x64) A p pleW ebK it/537.36 (KHTML, like Gecko) C hrom e/64.0.3282.186
S afari/537.36 v n tll7 3 1 2 1 3 5 6

 Payette, Ryan

Toutant, Joanne on behalf o f Quebec C om plaints / Plaintes Quebec (CBSA/ASFC)
From:
March 13, 2018 08:55 AM
Sent:
CBSA-ASFC_Complaints_Unit-Division_des_plaintes
To:
TR: ’
Subject:
Veuillez SVP enreg istre r ce tte plainte pour n otre region.
M erci.

Joanne Toutant
Agente regionale de programmes, Division des Services corporatifs et des Programmes, Region du Quebec
Age nee des services frontaliers du Canada/Gouvernement du Canada
ioanne.toutant@cbsa-asfc.gc.ca / Tel.: (514) 283-8700 poste 8005 / TTY: 866-335-3237

Joanne Toutant
Regional Program Officer, Corporate & Programs Services Division, Quebec Region
Canada Border Services Agency/Government of Canada
ioanne.toutant@cbsa-asfc.gc.ca / Tel.: (514) 283-8700 ext. 8005 / TTY: 866-335-3237

D e : Perreault, Karine
Envoye : 13 mars, 2018 08:41
A : Quebec C om plaints / Plaintes Quebec (CBSA/ASFC) <CBSA.QueComplaints-PlaintesQue.ASFC@cbsa-asfc.gc.ca>
Cc : Perreault, Karine < Karine.Perreault@ cbsa-asfc.gc.ca> O bjet : TR:

Bonjour,
Svp faire numeroter cette plainte.
M erci

Karine Perreault
Adjointe administrative, District des aeroports - Region du Quebec Agence
des services frontaliers du Canada   Gouvernement du Canada

karine.perreault@cbsa-asfc.gc.ca   Tel: 514-633-7702   ATS: 866-335-3237
Administrative Assistant, Airports District-Quebec Region Canada Border
Services Agency   Government of Canada karine.perreault@cbsaasfc.gc.ca   Tel: 514-633-7702   TTY: 866-335-3237

D e : QUE-PET, Programmes
1

 CBSA■ReleasedundertheAccess■
ASFC■Divulgationenvertudelaloi

Envoye : 13 mars, 2018 8:25

A: Perreault, Karine <Karine.Perreault@cb$a~asfc.gc.ca>
O bjet : TR:
A lio Karine,
Une plainte a ouvrir.
M erci,

Catherine Renaud
Agente regionale des programmes, Services operationnels, Division des services corporatifs et des programmes, Region
du Quebec
Agence des services frontaliers du Canada / Gouvernement du Canada Catherine.renaud@asfc.qc.ca
/ Tel.: 514-633-7815 / ATS: 866-335-3237
Regional Programs Officer, Operational Services, Corporate and Program Services Division, Quebec Region
Canada Border Services Agency / Government of Canada
Catherine.renaud@asfc.ac.ca / Tel.: 514-633-7815 / TTY: 866-335-3237

De : YULClientele f m ailto:YULCIientele@ adm tl.com 1 Envoye
: 12 mars, 2018 12:52

A : QUE-PET, Program mes <QUE-AeroportsDorval-M irabel.Program m es@ cbsa~asfc.gc.ca> Objet
: TR:

Bonjour,
Ceci est pour vo tre suivi.
M erci,

Stephanie
Chehade
Agente, Relations clien ts
O ffic e r, Customer Relations
800, place Leigh-Capreol, bureau 1000
Dorval (Quebec) CANADA H4Y 0A5 WWW.ADMTL.COM

D e : no-reply@admtl.com [m ailto:no-replv(5)adm tl.com 1
Envoye : 11 mars 2018 17:50
A: YULClientele <YULClientele@admtl.com> O bjet:

Data from form "Commentaires" was received on March 11, 2018, 17:50.
Nature
s„
, .
sSuggestion
commentaire
Motif visite
2

 Services
gouvernementaux

Canadian Customs and Immigration

Compagnie
aerienne
Numero de vol
Transporteur
Acces et transports
Stationnement
Aerogare
Resto et shopping
Site web

0

Sujet

securite

Date evenement

2018-02-07

Civilite
Nom
Prenom
Adresse
Ville
Province / Etat
Code postal
Pays
Telephone
Courriel

Commentaires

He kept showing his badge on his left shoulder and starting shouting he is the
boss here.

3

 055A - Re?eased under me Access to \nlo'mahon Ad
Asic Dwmgatmn en vertu de la km SW mm: a 

 

Reponse requise

 

Langue

 

Adresse 1p

 

en

 

 

 

Payette, Ryan

From:

CBSA-ASFC_Appeals-Appels

Sent:
To:
Subject:

CBSA-ASFC_Complaints_Unit-Division_des_plaintes

March 14, 2018 01:21 PM

Conduct, hostile and aggressive

From: RCMS-SGRR@cbsa-asfc.gc.ca [mailto:RCMS-SGRR@cbsa-asfc.gc.ca] Sent:
M arch 9, 2018 2:21 PM

To: CBSA-ASFC_Appeals-Appels <Appeals-Appels@ cbsa-asfc.gc.ca>; CBSA-ASFC_RCMS-SGRR < RCMSSGRR@cbsaasfc.gc.ca>

Subject: O nline subm ission has been processed

RCMS Enforcement

N o tific a tio n

A new Online Submission has been added to RCMS Enforcement.

The appeal details are attached below.

Launch RCMS Enforcement

titk

is SGRR Execution de la loi

Une nouvelle soumission electronique a ete ajoutee au SGRR Execution de la loi.

Les details de I'appel sont inclus ci-dessous.

Ouvrir SGRR Execution de la loi

fmrID: rcms2016c

l

 date of action: 2018-01-05
client type:
client first name:
client surname:
client address:
client city:
client country:
client province/state:
client postal/zip code:
client phone number:
client phone number type:

detailsField: To whom it may concern,

He became very hostile and aggressive and repeatedly said you had multiple chances to declare your purchase and you didnt, so know you will pay
for it in an aggressive and almost mocking manner.

2

 certificationField: yes
date submitted: 2018-03-09
language: english [language=l]
notarobot: 1
Submit: Submit

M ozilla/5.0 (Windows NT 10.0; Win64; x64) AppleWebKit/537.36 (KHTML, like Gecko) Chrom e/58.0.3029.110 Safari/537.36
Edge/16.16299 v n tll7 3 1 2 1 3 5 6

3

 Payette, Ryan

From:
Sent:
To:
Subject:

March 14, 2018 03:12 PM
CBSA-ASFC_Complaints_Unit-Division_des_plaintes
W W W Form Submission

frm ID : ccc
C onfirm ation: Thank you fo r sharing yo ur feedback. Your message has been sent. For m ore in fo rm a tio n on how the
CBSA handles feedback, please visit o ur --FAQ Page--.
subject: Feedback Form
feedback type: co m p la int
em ail2:
firs t name:
fa m ily name:
phone num ber:
address:
city:
province state:
postal code: I
country:
tim e_ con ta ct-h h : 10:00
date _m o nth : M arch
date_day: 12
date_year: 2018
tim e_ hh :
tim e mnr
location: Pearson In te rn atio na l Term inal 1

 feedback:

l

an o ffice r th a t was w alking around
pleasure to taiK w itn , ana

he was extrem ely courteous and polite (a
he should be com p lim en te d fo r

his professionalism );

certification: yes
Submit: Submit

Mozilla/5.0 (Windows NT 10.0; Win64; x64) AppleWebKit/537.36 (KHTML, like Gecko) Chrome/64.0.3282.186
Safari/537.36 vntll73121356

 Payette, Ryan

From:
Sent:
To:
Subject:

March 15, 2018 01:08 AM
CBSA-ASFC_Complaints_Unit-Division_des_plaintes
W W W Form Submission

frm ID : ccc
C onfirm ation: Thank you fo r sharing yo ur feedback. Your message has been sent. For m ore in fo rm a tio n on how the
CBSA handles feedback, please visit o ur --FAQ Page--.
subject: Feedback Form
feedback type: co m p la int
em ail2:
firs t name:
fa m ily name:
phone num ber:
address:
city:
province state:
postal code:
country:
tim e_ con ta ct-h h : 14:00
date _m o nth : February
date_day: 16
date_year: 2018
tim e_ hh :
tim e mm

location: Montreal Treadeau Airport

 feedback:
l

d discrimination and she was very rude.

certification: yes
Submit: Submit

Mozilla/5.0 (iPhone; CPU iPhone OS 10_3_1 like Mac OS X) AppleWebKit/603.1.30 (KHTML, like Gecko) Mobile/14E304
[FBAN/MessengerForiOS;FBAV/156.0.0.43.94;FBBV/95503188;FBDV/iPhone8,2;FBMD/iPhone;FBSN/iOS;FBSV/10.3.1;FB
SS/3;FBCR/Virgin;FBID/phone;FBLC/en_US;FBOP/5;FBRV/0] vntll73121356

 1

PROTECTED A

Mcphail, Marshall

From:
Sent:
To:
Subject:

March 18, 2018 09:41 PM
CBSA-ASFC_Complaints_Unit-Division_des_plaintes
WWW Form Submission

frmID: ccc
Confirmation: Thank you for sharing your feedback. Your message has been sent. For more information on how the
CBSA handles feedback, please visit our --FAQ Page--.
subject: Feedback Form
feedback type: complaint
email2:
first name:
family name:
phone number:
address:
city
province state:
postal code:
country
date_month: March
date_day: 18
date_year: 2018
time_hh: I
timejrim:
location: Pearson airport, Toronto
feedback:
Complaint against agent

 1

2

PROTECTED A

He was overbearing, argumentative, and spoke and
acted in an intimidating and unkind manner for no reason.
CBSA officer that was abrupt, discourteous,
threatening, and unwilling to offer any information or demonstrate any consideration for the context and magnitude of
this infraction.
failed to talk in a courteous
manner

certification: yes
Submit: Submit

Mozilla/5.0 (Windows NT 10.0; Win64; x64) AppleWebKit/537.36 (KHTML, like Gecko) Chrome/64.0.3282.186
Safari/537.36 vntll73121356

 Payette, Ryan

From:
Sent:
To:
Subject:

March 20, 2018 04:48 PM
CBSA-ASFC_Complaints_Unit-Division_des_plaintes
WWW Form Submission

frmID: ccc
Confirmation: Thank you for sharing your feedback. Your message has been sent. For more information on how the
CBSA handles feedback, please visit our --FAQ Page--.
subject: Feedback Form
feedback type: complaint
email2:
first name:
family name:
phone number:
address:
city:
province state:
postal code:
country:
time_contact-hh: 11:00
date_month: March
date_day: 11
date_year: 2018
time_hh:
tim ejrim
location: yvr
feedback: Hello,

 1

he never ever said
hello. He would simply waive at people to either come or stop. When you would go to him he would just point at what
you should do. A couple
were shaking because he shouted at them so loudly to sit down.
It really really was rude and not a good impression
for anyone visiting.

certification: yes
Submit: Submit

Mozilla/5.0 (Windows NT 6.1; Win64; x64) AppleWebKit/537.36 (KHTML, like Gecko) Chrome/64.0.3282.186
Safari/537.36 vntll73121356

 Payette, Ryan

From:
Sent:
To:
Subject:

March 22, 2018 02:38 PM
CBSA-ASFC_Complaints_Unit-Division_des_plaintes
WWW Form Submission

frmID: ccc
Confirmation: Thank you for sharing your feedback. Your message has been sent. For more information on how the
CBSA handles feedback, please visit our --FAQ Page--.
subject: Feedback Form
feedback type: complaint
email2:
first name:
family name:
phone number:
address:
city:
province state:
postal code:
country:
time_contact-hh: 17:00
date_month: March
date_day: 20
date_year: 2018
time_hh: :
timejrim:
location: YVR
i

 1

feedback:

a booth that three (3) CBSA Officers where
talking to each other.
Officer ’ did not greed me, instead, in a very bothered manner
asked me for my passport. He appeared annoyed that he had to put his conversation with his colleagues and attend to a
passenger, me.
Officer
he asked me
again in a very rude and short
Officer
then in a very rude manner with his face all frowned up,
manner.
Officer
said,
"You can go."

certification: yes
Submit: Submit

 Payette, Ryan

From:
Sent:
To:
Subject:

March 24, 2018 07:53 PM
CBSA-ASFC_Complaints_Unit-Division_des_plaintes
WWW Form Submission

frmID: ccc
Confirmation: Thank you for sharing your feedback. Your message has been sent. For more information on how the
CBSA handles feedback, please visit our --FAQ Page--.
subject: Feedback Form
feedback type: complaint
email2:
first name:
family name:
phone number:
address:
city:
province state:
postal code:
country:
time_contact-hh: 15:00
date_month: March
date_day: 24
date_year: 2018
time_hh: :
time mm
location: Montreal

 feedback:
l

he gave us a very nasty
attitude and at some point he said out loud in front of other travelers : I know for sure that you guys are guilty and
hiding somethings.

certification: yes
Submit: Submit

Mozilla/5.0 (iPhone; CPU iPhone OS 10_3_3 like Mac OS X) AppleWebKit/603.3.8 (KHTML, like Gecko) Version/10.0
Mobile/14G60 Safari/602.1 vntll73121356

 Payette, Ryan

From:
Sent:
To:
Subject:

March 26,2018 09:38 AM
CBSA-ASFC_Complaints_Unit-Division_des_plaintes
Soumission du formulaire WWW

frmID: ccc
Confirmation: Merci d'avoir partage votre retroaction. Votre message a ete envoye. Pour plus d'information sur la fagon
dont I'ASFC traite la retroaction, veuillez visiter notre --page FAQ"sujet: Formulaire de retroaction
type de retroaction: Plainte
courriel2:
prenom:
nom de famille:
numero de telephone:
adresse:
ville:
province etat:
code postal:
pays:
time_contact-hh: 09:00
datejour: 24
date_mois: mars
date_annee: 2018
temp_hh:
temp_mm
lieu: Aeroport Pierre-Elliott Trudeau Dorval

l

 retroaction:

est devenu agressif et provocateur.

Son attitude etait agressive et
provocatrice.

2

 attestation: yes
Submit: Soumettre

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Safari/537.36 vntll73121356

3

 1

PROTECTED A

Mcphail, Marshall

From:
Sent:
To:
Subject:

March 27, 2018 07:03 PM
CBSA-ASFC_Complaints_Unit-Division_des_plaintes
WWW Form Submission

frmID: ccc
Confirmation: Thank you for sharing your feedback. Your message has been sent. For more information on how the
CBSA handles feedback, please visit our --FAQ Page--.
subject: Feedback Form
feedback type: comment
email2:
first name:
family name:
phone number:
address:
city:
province state:
postal code:
country:
time_contact-hh: 12:00
date_month: March
date_day: 25
date_year: 2018
time_hh:
time mm
location: Pearson, Lester B., Terminal No.l Airport

 1
2

PROTECTED A

service provider: Government of Canada
feedback:

open my phone
password

certification: yes
Submit: Submit

Mozilla/5.0 (Macintosh; Intel Mac OS X 10_13_3) AppleWebKit/604.5.6 (KHTML, like Gecko) Version/11.0.3
Safari/604.5.6 vntll73121356

 1

PROTECTED A

Mcphail, Marshall

From:
Sent:
To:
Subject:

March 27, 2018 07:49 PM
CBSA-ASFC_Complaints_Unit-Division_des_plaintes
WWW Form Submission

frmID: ccc
Confirmation: Thank you for sharing your feedback. Your message has been sent. For more information on how the
CBSA handles feedback, please visit our --FAQ Page--.
subject: Feedback Form
feedback type: complaint
email2:
first name:
family name:
phone number:
address:
city:
province state:
postal code:
country:
time_contact-hh: 14:00
date_month: March
date_day: 24
date_year: 2018
time_hh:
time mn
location: YYZ

 feedback:
l
2

PROTECTED A

He barley looked at me
and said in a condescending manner, "You do not have your
retinas scanned, you do not have nexus. Your son does not need to have them, but he can go through, but you cannot.

certification: yes
Submit: Submit

Mozilla/5.0 (Macintosh; Intel Mac OS X 10_11_6) AppleWebKit/601.7.7 (KHTML, like Gecko) Version/9.1.2
Safari/601.7.7 vntll73121356

 1

PROTECTED A

Mcphail, Marshall

From:
Sent:
To:
Subject:

March 29, 2018 06:42 PM
CBSA-ASFC_Complaints_Unit-Division_des_plaintes
WWW Form Submission

frmID: ccc
Confirmation: Thank you for sharing your feedback. Your message has been sent. For more information on how the CBSA
handles feedback, please visit our --FAQ Page--.
subject: Feedback Form
feedback type: complaint
email2:
first name:
family name:
phone number:
address:
city:
province state:
postal code:
country:
time_contact-hh: 17:00
date_month: March
date_day: 27
date_year: 2018
time_hh:
time mm
location: YVR Airport

 feedback:
l
2

PROTECTED A

During the secondary examination the officer took my phone for further examination.

certification: yes
Submit: Submit

Mozilla/5.0 (Macintosh; Intel Mac OS X 10_13_3) AppleWebKit/604.5.6 (KHTML, like Gecko) Version/11.0.3
Safari/604.5.6 vntll73121356

 PROTECTED A

1

M cphail, Marshall

From:
Sent:
To:
Subject:
frmID: ccc

April 1,2018 02:33 PM
CBSA-ASFC_Complaints_Unit-Division_des_plaintes
WWW Form Submission

Confirmation: Thank you for sharing your feedback. Your message has been sent. For more information on how the
CBSA handles feedback, please visit our --FAQ Page--.
subject: Feedback Form
feedback type: comment
email2:
first name:
family name:
phone number:
address:
city:
province state:
postal code:
country:
time_contact-hh: 11:00
date_month: March
date_day: 21
date_year: 2018
time_hh:
time mm

location: Yvr

 feedback:
l

2

PROTECTED A

The female customs officer was also very rude to my friend '

her behaviour extremely unprofessional. !

certification: yes
Submit: Submit

Mozilla/5.0 (iPad; CPU OS 11_2_6 like Mac OS X) AppleWebKit/604.1.34 (KHTML, like Gecko) CriOS/65.0.3325.152
Mobile/15D100 Safari/604.1 vntll73121356

 PROTECTED A

1

M cphail, Marshall

From:
Sent:
To:
Subject:
frmID: ccc

April 3, 2018 02:03 PM
CBSA-ASFC_Complaints_Unit-Division_des_plaintes
WWW Form Submission

Confirmation: Thank you for sharing your feedback. Your message has been sent. For more information on how the
CBSA handles feedback, please visit our --FAQ Page--.
subject: Feedback Form
feedback type: complaint
email2:
first name:
family name:
phone number:
address:
city:
province state: I
postal code:
country:
time_contact-hh: 10:00
date_month: March
date_day: 10
date_year: 2018
time_hh:
time mm

location: YVR

 feedback:
l

2

PROTECTED A

He was rude and abusive.

certification: yes
Submit: Submit

Mozilla/5.0 (Windows NT 10.0; Win64; x64) AppleWebKit/537.36 (KHTML, like Gecko) Chrome/65.0.3325.181
Safari/537.36 vntll73121356

 PROTECTED A

1

Mcphail, Marshall

From:
Sent:
To:
Subject:
identification: victim

April 3, 2018 04:29 PM
CBSA-ASFC_Complaints_Unit-Division_des_plaintes
WWW Form Submission

confirm:
first_name:
family_name:
phone:
address:
city:
province_state:
postal_zip:
country:
tim e jrim : - mm date_month: April
date_day: 03
date_year: time_hh2:
time_mm2
information: on
protection: on
location: Pearson Airport spillover room ITD
feedback:
was rude and passive aggressive and spoke to me in a derogatory and humiliating manner as she mocked me

officer

 1
2

PROTECTED A

that he and his colleague were "team" and he kept speaking aggressively at me when I walked away.

certification: yes
Submit: Submit

Mozilla/5.0 (iPhone; CPU iPhone OS 11_2_1 like Mac OS X) AppleWebKit/604.4.7 (KHTML, like Gecko) Version/11.0
Mobile/15C153 Safari/604.1 vntll73121356

 PROTECTED A

1

M cphail, Marshall

From:
Sent:
To:
Subject:
frmID: ccc

April 1,2018 07:02 AM
CBSA-ASFC_Complaints_Unit-Division_des_plaintes
WWW Form Submission

Confirmation: Thank you for sharing your feedback. Your message has been sent. For more information on how the
CBSA handles feedback, please visit our --FAQ Page--.
subject: Feedback Form
feedback type: complaint
email2:
first name:
family name:
phone number:
address:
city:
province state:
postal code:
country:
time_contact-hh: 09:00
date_month: March
date_day: 28
date_year: 2018
time_hh: I
time mm
location: Pearson International Toronto ON (Tl)

l

 2

PROTECTED A

feedback:

Agent
corrected as to procedure oy bupervisor
unfamiliar with the procedure for processing

continued to insist on the incorrect procedure,
[I asked for a supervisor to intervene), Agent

After being
remained

b. Was rude, using sarcastic/flippant phrase "good luck" when [incorrectly] instructing another agent regarding
procedure.

2

 3

PROTECTED A

certification: yes
Submit: Submit

Mozilla/5.0 (Windows NT 10.0; Win64; x64) AppleWebKit/537.36 (KHTML, like Gecko) Chrome/58.0.3029.110
Safari/537.36 Edge/16.16299 vntll73121356

3

 PROTECTED A

1

M cphail, Marshall

From:
Sent:
To:
Subject:
frmID: ccc

April 1,2018 07:05 AM
CBSA-ASFC_Complaints_Unit-Division_des_plaintes
WWW Form Submission

Confirmation: Thank you for sharing your feedback. Your message has been sent. For more information on how the
CBSA handles feedback, please visit our --FAQ Page--.
subject: Feedback Form
feedback type: complaint
email2: i
first name:
family name:
phone number:
address:
city:
province state:
postal code: I
country:
time_contact-hh: 09:00
date_month: March
date_day: 28
date_year: 2018
time_hh: I
time mm
location: Pearson International Toronto ON (Tl)

 feedback:
l
2

again

PROTECTED A

am continuing to receive problematic treatment from
refuses my request.

, I ask for the supervisor

certification: yes
Submit: Submit

Mozilla/5.0 (Windows NT 10.0; Win64; x64) AppleWebKit/537.36 (KHTML, like Gecko) Chrome/58.0.3029.110
Safari/537.36 Edge/16.16299 vntll73121356

 PROTECTED A

1

M cphail, Marshall

From:
Sent:
To:
Subject:
frmID: ccc

April 1,2018 07:07 AM
CBSA-ASFC_Complaints_Unit-Division_des_plaintes
WWW Form Submission

Confirmation: Thank you for sharing your feedback. Your message has been sent. For more information on how the
CBSA handles feedback, please visit our --FAQ Page--.
subject: Feedback Form
feedback type: complaint
email2:
first name:
family name:
phone number:
address:
city:
province state:
postal code:
country:
time_contact-hh: 09:00
date_month: March
date_day: 28
date_year: 2018
time_hh: (
time mm:

location: Pearson International Toronto ON (Tl)

l

 2

PROTECTED A

feedback:

This "diligent agent" did not know procedure or the law. From the first statement made ("you have to go to cargo
[commercial]" (and the snarky, unnecessary "good luck" remark), he made multiple errors that resulted in unnecessary
delays which not only inconvenienced the travelers and wasted resources (and will continue to waste them as the
complaint is dealt with and the refund processed), but was inhumane

certification: yes

2

 3
Submit: Submit

PROTECTED A

Mozilla/5.0 (Windows NT 10.0; Win64; x64) AppleWebKit/537.36 (KHTML, like Gecko) Chrome/58.0.3029.110
Safari/537.36 Edge/16.16299 vntll73121356

3

 1

PROTECTED A

M cphail, Marshall

From:
Montpellier, Manon on behalf of Quebec Complaints / Plaintes Quebec (CBSA/ASFC)
April
4, 2018 01:14 PM
Sent:
CBSA-ASFC_Complaints_Unit-Division_des_plaintes
To:
Quebec Complaints / Plaintes Quebec (CBSA/ASFC)
Cc:
Subject:
Bonjour svp enregistrer cette plainte pour notre region.
Mere!
Manon M ontpellier
Agente regionaie des programmes, Division des services corporatifs et des programmes, Region du Quebec
Coordonnatrice regionaie - plaintes
Agence des services frontaiiers du Canada j Gouvernement du Canada manon.montpellier@cbsa-asfc.ac.ca
I Tel: 514-283-8700 x 6016 / ATS: 866-335-3237
Regional Program Officer, Corporate and Program Services Division
Regional Coordinator - complaints
Canada Border Services Agency j Government o f Canada manon.montpellier(5)cbsa-asfc.Qc.ca
I Tel: 514-283-8700x6016 I TTY: 866-335-3237

D e : Perreault, Karine
Envoye : 4 avril, 2018 11:47
A : Quebec Complaints / Plaintes Quebec (CBSA/ASFC) <CBSA.QueComplaints-PlaintesQue.ASFC@cbsa-asfc.gc.ca>
Cc : Perreault, Karine <Karine.Perreault@cbsa-asfc.gc.ca> O bjet: TR:
Bonjour,
Svp fa ire numeroter cette plainte,
Merci
Karine Perreault
Adjointe administrative. District des aeroports - Region du Quebec Agence
des services frontaiiers du Canada   Gouvernement du Canada

karine.perreault(j5>cbsa-asfc.6c.ca   Tel: 514-633-7702   ATS: 866-335-3237
Administrative Assistant, Airports District-Quebec Region Canada Border
Services Agency   Government of Canada karine.perreaultfficbsa-

asfc.gc.ca I Tel: 514-633-7702   TTY: 866-335-3237

De : QUE-PET, Programmes Envoye
: 4 avril, 2018 8:22

l

 PROTECTED A

2

A : Perreault, Karine < Karine.PerreaultPcbsa-asfc.gc.ca> Objet
: TR:
Alio Karine,
Une plainte a ouvrir.

Merci,

Catherine Renaud
Agente regionale des programmes, Services operationnels, Division des services corporatifs et des programmes, Region
du Quebec
Agence des services frontaliers du Canada / Gouvernement du Canada Catherine.renaud@asfc.qc.ca
/T e l.: 5 1 4 -6 33 -7 8 15 /A T S : 866-335-3237
Regional Programs Officer, Operational Services, Corporate and Program Services Division, Quebec Region
Canada Border Services Agency / Government of Canada
catherine.renaud@asfc.qc.ca / Tel.: 514-633-7815 / TTY: 866-335-3237

D e : YULClientele [mailto:YULCIientelePadmtl.coml
Envoye : 3 avril, 2018 10:04
A : QUE-PET, Programmes <QUE-AeroportsDorvai-Mirabel,Programmes(5>cbsa-asfc.gc.ca> Objet
: TR:
Bonjour,

Ceci est pour

suivi.

Merci

Stephanie
Agente, Relations clients
Officer, Customer Relation
800, place Leigh-Capreol, bureau 1000
Dorval (Quebec) CANADA H4Y 0A5 WWW.ADMTL.COM

D e : no~replv@ admtl.com [mailto:no-replvPadmtl.com1
Envoye : 31 mars 2018 00:49
A : YULClientele <YULCIientelePadmtl.com> Objet

Data from form "Commentaires" was received on March 31, 2018, 0:48.
Nature
Other
commentaire

2

 PROTECTED A

3

M otif visite

Other

Services
gouvernementaux
Compagnie
aerienne
Numero de vol
Transporteur
Acces et transports
Stationnement
Aerogare
Resto et shopping
Site web

0

Sujet

serviceclientelecourtoisie

Date evenement

2018-03-30

Civilite

0

Nom
Prenom
Adresse
Ville
Province / Etat
Code postal
Pays
Telephone
Courriel

he staff who
was at the far left side tore the copy o f her visa and threw away her boarding pass.
Commentaires

Reponse requise

1

Langue

en

Adresse Ip

3

 CBSA- ReleasedundertheAccesstoInformationAct.
ASFC- Divulgationenvertudelaloi surI’AccesaI’informs

PROTECTED A

1

March

2 1

,2018

R e co urse

D ir e c to r a te

O i r & c t i o n d c 'V r a c o i i r s

S tE C E S V K D - R E ? U

0 k 2018

Jeffrey Strickland
Slnior Program Advisor
Recourse Directorate

Dear M rStrickland

l-The officers are offensive , impolite and churlish

1

 PROTECTED A

1

Ellis, Jeff

From:
Sent:
To:
Subject:
frmID: ccc

April 6, 2018 01:43 AM
CBSA-ASFC_Complaints_Unit-Division_des_plaintes
WWW Form Submission

Confirmation: Thank you for sharing your feedback. Your message has been sent. For more information on how the
CBSA handles feedback, please visit our --FAQ Page--.
subject: Feedback Form
feedback type: complaint
email2:
first name:
family name:
phone number:
address: I
city:
province state:
postal code:
country:
time_contact-hh: 14:00
date_month: April
date_day: 05
date_year: 2018
time_hh: i
time mm
location: Toronto Airport

 service provider: CBSA
l

p r o t e c t e d A fe e d b a c k :

2

an officer was dealing with us.

he bullied

myself and accused me of lying.

certification: yes
Submit: Submit

Mozilla/5.0 (Linux; Android 7.1.1; Moto Z2 Play Build/NPSS26.118-19-22) AppleWebKit/537.36 (KHTML, like Gecko)
Chrome/65.0.3325.109 Mobile Safari/537.36 vntll73121356

 Payette, Ryan

From:
Sent:
To:
Subject:
frmID: ccc

April 7, 2018 05:25 PM
CBSA-ASFC_Complaints_Unit-Division_des_plaintes
WWW Form Submission

Confirmation: Thank you for sharing your feedback. Your message has been sent. For more information on how the
CBSA handles feedback, please visit our --FAQ Page--.
subject: Feedback Form
feedback type: complaint
em ail2:;
first name
family name:
phone number:
address:
city:
province state:
postal code:
country:
time_contact-hh: 14:00
date_month: April
date_day: 07
date_year: 2018
time_hh: :
time mm
location: Toronto Lester B. Pearson International Airport - Terminal I

 dertheAccesstoInformationAct.
ASFC- Divulgatione

feedback:
and contempt of one of your officers.

the rudeness
l

certification: yes
Submit: Submit

Mozilla/5.0 (Windows NT 6.1; Win64; x64; rv:59.0) Gecko/20100101 Firefox/59.0 vntll73121356

 Payette, Ryan

From:
Sent:
To:
Subject:
Categories:
frmID: ccc

April 8, 2018 05:04 PM
CBSA-ASFC_Complaints_Unit-Division_des_plaintes
WWW Form Submission
Green Category

Confirmation: Thank you for sharing your feedback. Your message has been sent. For more information on how the
CBSA handles feedback, please visit our --FAQ Page--.
subject: Feedback Form
feedback type: complaint
email2:
first name:
family name:
phone number:
address:
city:
province state:
postal code:
country:
time_contact-hh: 12:00
date_month: April
date_day: 08
date_year: 2018
time hh: I
time mm: - mm -

l

  

location: Person Airport

service provider: Customs

feedback: 

he should not let this out in such a rude way. He is the rudest person

certification: yes
Submit: Submit

Mozilla/5.0 (Macintosh; Intel Mac OS X 10_10_5) AppleWebKit/537.36 (KHTML, like Gecko) Chrome/65.0.3325.181
Safari/537.36 vntll73121356

3

 Payette, Ryan

From:
Sent:
To:
Subject:
frmID: ccc

April 9, 2018 12:16 AM
CBSA-ASFC_Complaints_Unit-Division_des_plaintes
WWW Form Submission

Confirmation: Thank you for sharing your feedback. Your message has been sent. For more information on how the
CBSA handles feedback, please visit our --FAQ Page--.
subject: Feedback Form
feedback type: complaint
email2:
first name:
family name:
phone number:
address:
city:
province state:
postal code:
country: <
time_contact-hh: 11:00
date_month: April
date_day: 08
date_year: 2018
time_hh:
timejTim
location: Toronto
service provider: Customs Officer

 l
feedback:

He then yelled at me to come back gives me my form back and says, you are going that way pointing to detailed
customs.

certification: yes
Submit: Submit

Mozilla/5.0 (iPhone; CPU iPhone OS 11_3 like Mac OS X) AppleWebKit/605.1.15 (KHTML, like Gecko) Mobile/15E216
vntll73121356

 R e c o u rs e D ire c to ra te
D ire c tio n dc*», re c o u rs

R E C E IV E D - R E ? y

v - 0 6 2018 ' t B
RiaNc.
R e f.----- ..------------

March 22,2018
Recourse Directorate
Canada Border Services Agency
Ottawa, Ontario Canada K1A0I8

Dear Sir/Madame:

Officer

exhibited completely inappropriate conduct.

1

 1) Unprofessional Actions, Intimidating Statements * Breech of CBSA Code of Conduct and CBSA
Policies

Officer

verbally assaultive,

intimidating, unreasonable, and a total abuse of power by a Federal Peace Officer.

2

  

Wis damaa-nm {if Qf?-cgf is mmpleteiy unwafe??ionai aw har?ers harassment.

 

 

2} Uniawfuf ?gizum Actim, Unlawfm Famed ?gment

 

PROTECTED A

1

M cphail, Marshall

From:
Sent:
To:
Subject:
frmID: ccc

April 12, 2018 09:24 PM
CBSA-ASFC_Complaints_Unit-Division_des_plaintes
WWW Form Submission

Confirmation: Thank you for sharing your feedback. Your message has been sent. For more information on how the
CBSA handles feedback, please visit our --FAQ Page--.
subject: Feedback Form
feedback type: complaint
email2:
first name:
family name:
phone number:
address
city:
province state:
postal code:
country:
time_contact-hh: 10:00
date_month: April
date_day: 11
date_year: 2018
time_hh:
time mm

location: Toronto Lester B. Pearson Airport - Terminal III

 feedback: Hello,

l

2

PROTECTED A

At the self check out declaration machines we witnessed extremely frustrated and impatient lady agent arguing with
older couple'
where another male agent was not helpful at all by telling another couple
and I q u o te :" DOES THIS LOOK LIKE A CUSTOM RECEIPT TO YOU?" He could just tried and explain and not hold the line
of customers who been on the plane for hours...

Very dissapointed and ashamed with our CUSTOM agents being so rude.

certification: yes
Submit: Submit

M ozilla/5.0 (Linux; Android 7.0; SAMSUNG SM-G930W 8 Build/NRD90M) AppleW ebKit/537.36 (KHTML, like Gecko)
SamsungBrowser/6.4 C hrom e/56.0.2924.87 Mobile Safari/537.36 v n tll7 3 1 2 1 3 5 6

 Payette, Ryan

From:
Sent:
To:
Subject:

April 13, 2018 01:28 PM
CBSA-ASFC_Complaints_Unit-Division_des_plaintes
WWW Form Submission

frmID: ccc
Confirmation: Thank you for sharing your feedback. Your message has been sent. For more information on how the
CBSA handles feedback, please visit our --FAQ Page--.
subject: Feedback Form
feedback type: complaint
email2:
first name:
family name: I
phone number:
address:
city:
province state:'
postal code:
country:
time_contact-hh: 14:00
date_month: April
date_day: 11
date_year: 2018
time_hh: :
time mm
location: Port YYZ

l

 service provider:
feedback: Incident occurred at Commercial good desk

- April 11, 2018

Her humiliating overtone language

her tone was once again to humiliate.
le r demeaning and overpowering
command was very disturbing.

2

 certification: yes
Submit: Submit

M ozilla/5.0 (Windows NT 6.1; Win64; x64) AppleW ebKit/537.36 (KHTML, like Gecko) C hrom e/65.0.3325.181
Safari/537.36 v n tll7 3 1 2 1 3 5 6

3

 Payette, Ryan

From:
Sent:
To:
Subject:

April 13, 2018 03:21 PM
CBSA-ASFC_Complaints_Unit-Division_des_plaintes
WWW Form Submission

frmID: ccc
Confirmation: Thank you for sharing your feedback. Your message has been sent. For more information on how the
CBSA handles feedback, please visit our --FAQ Page--.
subject: Feedback Form
feedback type: complaint
email2:
first name:
family name:
phone number:
address:
city:
province state:
postal code:
country:
time_contact-hh: 10:00
date_month: April
date_day: 12
date_year: 2018
time_hh: 1
time mm:
location: Pearson Airport

 l
feedback:

the Agent
asked us rudely with an obviously bad mood why we didn't use the machines before coming to his desk.

certification: yes
Submit: Submit

M ozilla/5.0 (Windows NT 10.0; Win64; x64) AppleW ebKit/537.36 (KHTML, like Gecko) C hrom e/65.0.3325.181
Safari/537.36 v n tll7 3 1 2 1 3 5 6

 Payette, Ryan

From:
Sent:
To:
Subject:

April 13, 2018 07:46 PM
CBSA-ASFC_Complaints_Unit-Division_des_plaintes
WWW Form Submission

frmID: ccc
Confirmation: Thank you for sharing your feedback. Your message has been sent. For more information on how the
CBSA handles feedback, please visit our --FAQ Page--.
subject: Feedback Form
feedback type: complaint
email2:
first name:
family name:
phone number:
address
city:
province state:
postal code:
country:
time_contact-hh: 10:00
date_month: April
date_day: 13
date_year: 2018
time_hh: :
tim e jrim :
location: Toronto Pearson International Airport T1
service provider:

 1
feedback:
officer
She said, "where is your slip"
it, what do you think those machines out there are for ?!?"

was ridiculed and humiliated by a CBSA
She then said "that's not
she

continued to speak to me in an unacceptably ignorant tone and volume.

certification: yes
Submit: Submit

Mozilla/5.0 (iPhone; CPU iPhone OS 11_3 like Mac OS X) AppleWebKit/605.1.15 (KHTML, like Gecko) Version/11.0
Mobile/15E148 Safari/604.1 vntll73121356

 Payette, Ryan

From:
Sent:
To:
Subject:

April 13, 2018 09:50 PM
CBSA-ASFC_Complaints_Unit-Division_des_plaintes
WWW Form Submission

frmID: ccc
Confirmation: Thank you for sharing your feedback. Your message has been sent. For more information on how the
CBSA handles feedback, please visit our --FAQ Page--.
subject: Feedback Form
feedback type: complaint
email2:
first name:
family name:
phone number:
address:
city:
province state:
postal code:
country:
time_contact-hh: 14:00
date_month: April
date_day: 13
date_year: 2018
time_hh:
time mm

location: Terminal 3, secondary inspection

 feedback:

unfairly and unjustly singled out and

humiliated by an employee of CBSA.

l

His intent was to waste my tim e and humiliate me as much as possible.

certification: yes
Submit: Submit

M ozilla/5.0 (Macintosh; Intel Mac OS X 10_12_0) AppleW ebKit/537.36 (KHTML, like Gecko) Chrom e/65.0.3325.181
Safari/537.36 v n tll7 3 1 2 1 3 5 6

 Payette, Ryan

From:
Sent:
To:
Subject:

April 15, 2018 09:56 PM
CBSA-ASFC_Complaints_Unit-Division_des_plaintes
WWW Form Submission

frmID: ccc
Confirmation: Thank you for sharing your feedback. Your message has been sent. For more information on how the
CBSA handles feedback, please visit our --FAQ Page--.
subject: Feedback Form
feedback type: complaint
email2:
first name:
family name
phone number:
address:
city:
province state:
postal code
country:
time_contact-hh: 13:00
date_month: April
date_day: 14
date_year: 2018
time_hh:
tim e jrim
location: Toronto Pearson Airport (Mississauga)
service provider: I

 l
feedback:

the CBSA officer at the
airport was not just unprofessional, but

she was also rude in her treatm ent

certification: yes
Submit: Submit

M ozilla/5.0 (Windows NT 10.0; Win64; x64) AppleW ebKit/537.36 (KHTML, like Gecko) C hrom e/65.0.3325.181
Safari/537.36 v n tll7 3 1 2 1 3 5 6

 Payette, Ryan

From:
Sent:
To:
Subject:

April 16, 2018 01:03 PM
CBSA-ASFC_Complaints_Unit-Division_des_plaintes
WWW Form Submission

frmID: ccc
Confirmation: Thank you for sharing your feedback. Your message has been sent. For more information on how the
CBSA handles feedback, please visit our --FAQ Page--.
subject: Feedback Form
feedback type: complaint
email2: ■
first name:
family name:
phone number:
address:
city
province state:
postal code
country:
date_month: April
date_day: 07
date_year: 2018
time_hh: :
tim e jrim :
location: Lester B.Pearson International Airport, terminal 3
feedback:

 1

DISCRIMINATION.
certification: yes
Submit: Submit

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 Payette, Ryan

From:
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April 16, 2018 07:59 PM
CBSA-ASFC_Complaints_Unit-Division_des_plaintes
WWW Form Submission

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subject: Feedback Form
feedback type: complaint
email2:
first name:
family name:
phone num ber::
address: :
city:
province state:
postal code:
country:
time_contact-hh: 09:00
date_month: April
date_day: 16
date_year: 2018
time_hh:
time mm
location: Toronto airport

 1
feedback:

female customs agent was looking at passports and

waving people through. She very rudely stopped everyone of color and didn't even look at the passport and
information, but waved them to an officer. It was overt and rude racial profiling

certification: yes
Submit: Submit

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 Payette, Ryan

From:
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April 19, 2018 01:35 AM
CBSA-ASFC_Complaints_Unit-Division_des_plaintes
Soumission du formulaire W W W

frmID: ccc
Confirmation: Merci d'avoir partage votre retroaction. Votre message a ete envoye. Pour plus d'information sur la fa^on
dont I'ASFC traite la retroaction, veuillez visiter notre --page FAQ-sujet: Formulaire de retroaction
type de retroaction: Plainte
courriel2:
prenom:
nom de famille:
numero de telephone:
adresse:
ville:
province etat: <
code postal:
pays:
time_contact-hh: 16:00
d a te jo u r: 18
date_mois: avril
date_annee: 2018
temp_hh:
tem p_m m
lieu: Aeroport Pierre Elliott Trudeau
retroaction: Fouilles abusive sans aucun motif valable

 l
attestation: yes
Submit: Soumettre

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 Payette, Ryan

From:
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April 19, 2018 03:40 AM
CBSA-ASFC_Complaints_Unit-Division_des_plaintes
WWW Form Submission

frmID: ccc
Confirmation: Thank you for sharing your feedback. Your message has been sent. For more information on how the
CBSA handles feedback, please visit our --FAQ Page--.
subject: Feedback Form
feedback type: complaint
email2:
first name:
family name:
phone number:
address
city:
province state:
postal code:
country:
time_contact-hh: 13:00
date_month: April
date_day: 18
date_year: 2018
time_hh:
time mm

location: Toronto International Airport

l

 service provider:
feedback: Hi

This was completely unprofessional and unclear situation.
discrimination

some kind of

2

 PROTECTED A

1

Mcphail, Marshall

From:
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To:
Subject:

April 20, 2018 01:15 AM
CBSA-ASFC_Complaints_Unit-Division_des_plaintes
WWW Form Submission

frmID: ccc
Confirmation: Thank you for sharing your feedback. Your message has been sent. For more information on how the
CBSA handles feedback, please visit our --FAQ Page--.
subject: Feedback Form
feedback type: complaint
email2: i
first name:
family name:
phone number:
address:
city:
province state:
postal code:
country:
date_month: January
date_day: 21
date_year: 2018
time_hh: I
tim e jrim :
location: yvr

feedback:

 1
2

PROTECTED A

The first female cbsa officer that I interacted with, remained calm, professional
approached me in an extremely hostile and aggressive manner, he escalated
rather than de-escalated the situation. He was rude, confrontational and unprofessional!

certification: yes
Submit: Submit

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 PROTECTED A

1

Mcphail, Marshall

From:
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April 20, 2018 08:57 PM
CBSA-ASFC_Complaints_Unit-Division_des_plaintes
WWW Form Submission

frmID: ccc
Confirmation: Thank you for sharing your feedback. Your message has been sent. For more information on how the
CBSA handles feedback, please visit our --FAQ Page--.
subject: Feedback Form
feedback type: complaint
em ail2:,
first name:
family name:
phone num ber:!
address
city:
province state:
postal code:
country:
time_contact-hh: 17:00
date_month: April
date_day: 20
date_year: 2018
time_hh:
time mm
location: Montreal Airport

 feedback

1

PROTECTED A

2

accused of lying to the border officer (agent

a completely disrespectful and professional encounter with agent
was funny to laugh in our faces and make rude comments

certification: yes
Submit: Submit

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She thought it

 PROTECTED A

1

Mcphail, Marshall

From:
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April 21, 2018 04:53 PM
CBSA-ASFC_Complaints_Unit-Division_des_plaintes
WWW Form Submission

frmID: ccc
Confirmation: Thank you for sharing your feedback. Your message has been sent. For more information on how the
CBSA handles feedback, please visit our --FAQ Page--.
subject: Feedback Form
feedback type: comment
email2: i
first name:
family name:
phone number:
address:
city:
province state:
postal code:
country:
time_contact-hh: 12:00
date_month: April
date_day: 14
date_year: 2018
time_hh:
time mm

location: Vancouver Airport border

 service provider:
l

2

p ro te cte d A feedback
The imigration official in the Nexus lane was

absolutely infuriated by this

gentleman not understanding the way he should be holding a piece of paper with some

numbers on it. He grabbed the paper out of the
really in a rage.

gentleman's hands and yelled at him , "hold it this way!". He was
This was clearly

descriminatory

treatm ent because the immigration official treated me with over the top courtesy.

certification: yes
Submit: Submit

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 Payette, Ryan

From:
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April 22, 2018 12:29 AM
CBSA-ASFC_Complaints_Unit-Division_des_plaintes
WWW Form Submission

frmID: ccc
Confirmation: Thank you for sharing your feedback. Your message has been sent. For more information on how the
CBSA handles feedback, please visit our --FAQ Page--.
subject: Feedback Form
feedback type: complaint
email2:
first name:
family name:
phone number:
address:
city:
province state:
postal code:
country:
time_contact-hh: 13:00
date_month: April
date_day: 22
date_year: 2018
time_hh: i
time mm
location: Pearson, terminal 3, secondary

 1
feedback:
was greeted by the agent
with "how did you get
roped into this" and "there are too many dogs in the city. I can't take my dogs to the park without stepping in dog shit".

certification: yes
Submit: Submit

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 Payette, Ryan

From:
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April 23, 2018 05:25 PM
CBSA-ASFC_Complaints_Unit-Division_des_plaintes
WWW Form Submission

frmID: ccc
Confirmation: Thank you for sharing your feedback. Your message has been sent. For more information on how the
CBSA handles feedback, please visit our --FAQ Page--.
subject: Feedback Form
feedback type: complaint
email2:
first name:
family name:
phone number:
address:
city:
province state:
postal code:
country:
time_contact-hh: 10:00
date_month: April
date_day: 20
date_year: 2018
time_hh: :
time mm
location: YVR

l

 service provider: Border Agents
feedback: (

the officers
many occasions rudely telling people to 'sit down and shut up'. Or yelling at people to the point where they cry.

2

on

 Payette, Ryan

From:
Sent:
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April 23, 2018 05:32 PM
CBSA-ASFC_Complaints_Unit-Division_des_plaintes
WWW Form Submission

frmID: ccc
Confirmation: Thank you for sharing your feedback. Your message has been sent. For more information on how the
CBSA handles feedback, please visit our --FAQ Page--.
subject: Feedback Form
feedback type: complaint
email2:
first name:
family name:
phone number:
address:
city:
province state:
postal code:
country:
date_month: April
date_day: 23
date_year: 2018
time_hh: :
tim e jrim :
location: YYZ Terminal 1 Arrivals level
service provider: CBSA Office

 feedback:

l

Officer I

refused to stamp the form and instead rudely threw it back

certification: yes
Submit: Submit

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 Payette, Ryan

From:
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To:
Subject:
frmID: ccc

April 24, 2018 09:48 AM
CBSA-ASFC_Complaints_Unit-Division_des_plaintes
WWW Form Submission

Confirmation: Thank you for sharing your feedback. Your message has been sent. For more information on how the
CBSA handles feedback, please visit our --FAQ Page--.
subject: Feedback Form
feedback type: complaint
email2:
first name: I
family name:
phone number:
address:
city:
province state:
postal code:
country:
time_contact-hh: 12:00
date_month: April
date_day: 07
date_year: 2018
time_hh: :
time mm
location: Toronto Pearson International Airport

l

 tracking form cargo number: 
service provider: 

feedback: Dear Canadian Border Service Agency!

CESAV i

ASFCV

is ea {15
Dwuiga?nn en 

emceamsur? Saim an

certification: yes
Submit: Submit

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3

 1

PROTECTED A

Mcphail, Marshall

From:
Sent:
To:
Subject:
frmID: ccc

April 26, 2018 10:03 AM
CBSA-ASFC_Complaints_Unit-Division_des_plaintes
WWW Form Submission

Confirmation: Thank you for sharing your feedback. Your message has been sent. For more information on how the
CBSA handles feedback, please visit our --FAQ Page--.
subject: Feedback Form
feedback type: complaint
email2:
first name:
family name:
phone number:
address:
city:
province state:
postal code:
country:
date_month: March
date_day: 29
date_year: 2018
time_hh: I
tim e jrim :
location: Montreal International Airport
feedback:

l

  

2 PROTECTED A
UNNECESSARY detainment, and completely UNACCEPTABLE behavior and treatment

PROTECTED A

3

certification: yes
Submit: Submit

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3

 Payette, Ryan

Son, Kyung-Ok
April 27, 2018 09:49 AM
CBSA-ASFC_Complaints_Unit-Division_des_plaintes
FW: Online submission has been processed

From:
Sent:
To:
Subject:
For your review.

m (Lynn)

•i6

From: RCMS-SGRR@cbsa-asfc.gc.ca [mailto:RCMS-SGRR@cbsa-asfc.gc.ca] Sent:
April 19, 2018 8:23 AM
To: CBSA-ASFC_Appeals-Appels <Appeals-Appels@cbsa-asfc.gc.ca>; CBSA-ASFC_RCMS-SGRR <RCMSSGRR@cbsaasfc.gc.ca>
Subject: Online submission has been processed

RCMS Enforcement

He

ition

A new Online Submission has been added to RCMS Enforcement.
The appeal details are attached below.

Launch HCMS Enforcement

SGRR Execution de la loi
Une nouvelle soumission electronique a ete ajoutee au SGRR Execution de la loi.
Les details de I'appel sont inclus ci-dessous.

SC3RR Execution de la loi

fmrID: rcms2016c

Ouwir

 1

date of action: 2018-04-17
client type:
client first name:
client surname:
client address:
client city:
client country:
client province/state:
client postal/zip code:
client phone number:
client phone number type:

detailsField:
: agent frontalier qui
m'a traite comme un animal sans une consideration quelconque.

certificationField: yes
date submitted: 2018-04-19
language: french [language=2]
notarobot: 1
Submit: Soumettre

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 Payette, Ryan

From:
Sent:
To:
Subject:
frmID: ccc

April 28, 2018 10:04 AM
CBSA-ASFC_Complaints_Unit-Division_des_plaintes
WWW Form Submission

Confirmation: Thank you for sharing your feedback. Your message has been sent. For more information on how the
CBSA handles feedback, please visit our --FAQ Page--.
subject: Feedback Form
feedback type: complaint
email2:
first name:
family name:
phone number:
address:
city:
province state
postal code:
country:
time_contact-hh: 10:00
date_month: April
date_day: 20
date_year: 2018
time_hh: :
time mm:
location: Immigration Vancouver Airport

l

  

feedback: Dear CBSA,

She then grew extremely angry and berated me

iertheAccesstoInformationAct.

certification: yes
Submit: Submit

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Safari/537.36 vntll73121356

3

 Payette, Ryan

From:
Sent:
To:
Subject:
frmID: ccc

April 28, 2018 09:20 PM
CBSA-ASFC_Complaints_Unit-Division_des_plaintes
WWW Form Submission

Confirmation: Thank you for sharing your feedback. Your message has been sent. For more information on how the
CBSA handles feedback, please visit our --FAQ Page--.
subject: Feedback Form
feedback type: complaint
email2:
first name:
family name:
phone number:
address:
city: i
province state:
postal code:
country:
time_contact-hh: 09:00
date_month: April
date_day: 28
date_year: 2018
time_hh:
time mm
location: Toronto

 feedback: The border guard that

was one of the rudest individuals
l

have never been yelled at and belittled for simply folding up a customs form I

certification: yes
Submit: Submit

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Mobile/15E148 Safari/604.1 vntll73121356

 Payette, Ryan
From:
Sent:
To:
Subject:
Good morning Complaints Unit,

CBSA-ASFC_CONTACT
April 30, 2018 11:31 AM
CBSA-ASFC_Complaints_Unit-Division_des_plaintes
FW:'

Client complaint for your action please. We will close this transaction on our end.
Thank you,

Richard Thurston
Technical Advisor, Border Information Services and Contact Us Canada
Border Services Agency / Government of Canada
richard.thurston@cbsa-asfc.ac.ca / Tel 1-204-983-3413 / TTY: 866-335-3237
Conseiller Technique, Service d’information sur la frontiere et Contactez-nous Agence
des services frontaliers du Canada / Gouvernement du Canada
richard.thurston@cbsa-asfc.qc.ca / Tel 1-204-983-3413 / ATS: 866-335-3237

:,

From
April 28, 2018 2:45 PM

Sent:

To: contact@cbsa.gc.ca
Subject:

she makes an action of mocking

 Payette, Ryan

From:
Sent:
To:
Subject:
frmID: ccc

May 1, 2018 12:48 PM
CBSA-ASFC_Complaints_Unit-Division_des_plaintes
WWW Form Submission

Confirmation: Thank you for sharing your feedback. Your message has been sent. For more information on how the
CBSA handles feedback, please visit our --FAQ Page--.
subject: Feedback Form
feedback type: complaint
email2:
first name:
family name:
phone number:
address:
city:
province state: <
postal code:
country:
time_contact-hh: 09:00
date_month: April
date_day: 30
date_year: 2018
time_hh:
time mm
location: Toronto Pearson Airport

 l

feedback:

a officer
who was the rudest

certification: yes
Submit: Submit

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 Payette, Ryan

From:
Sent:
To:
Subject:
frmID: ccc

May 1, 2018 01:22 PM
CBSA-ASFC_Complaints_Unit-Division_des_plaintes
WWW Form Submission

Confirmation: Thank you for sharing your feedback. Your message has been sent. For more information on how the
CBSA handles feedback, please visit our --FAQ Page--.
subject: Feedback Form
feedback type: complaint
email2:
first name:
family name:
phone number:
address:
city:
province state:
postal code:
country:
time_contact-hh: 13:00
date_month: November
date_day: 09
date_year: 2017
time_hh: i
tim e jrim
location: Toronto Lester B. Pearson International Airport - Terminal I
feedback: CBSA Officer

 l

1.

Abuse public power

2.

Human rights violations

3.

Robbed and withheld my goods.

4.

(CBSA) poor management

certification: yes
Submit: Submit

Mozilla/5.0 (Windows NT 5.1) AppleWebKit/537.36 (KHTML, like Gecko) Chrome/49.0.2623.112 Safari/537.36
vntll73121356

 Payette, Ryan

From:
Sent:
To:
Subject:
Conduct, miss treated

CBSA-ASFC_Appeals-Appels
May 1,2018 01:35 PM
CBSA-ASFC_Complaints_Unit-Division_des_plaintes
FW: Online submission has been processed

From: RCMS-SGRR@cbsa-asfc.gc.ca [mailto:RCMS-SGRR@cbsa-asfc.gc.ca] Sent:
April 24, 2018 8:20 PM
To: CBSA-ASFC_Appeals-Appels <Appeals-Appels@cbsa-asfc.gc.ca>; CBSA-ASFC_RCMS-SGRR <RCMSSGRR@cbsaasfc.gc.ca>
Subject: Online submission has been processed

RCMS Enforcement

>t!fication

A new Online Submission has been added to RCMS Enforcement.
The appeal details are attached below.

Launch RCMS Enforcement

ilia

i de SGRR Execution de la loi

Line nouvelle soumission electronique a ete ajoutee au SGRR Execution de la loi.
Les details de I'appel sont inclus ci-dessous.

Ouwrif S G R R Execution de la loi

fmrID: rcms2016c

l

 date of action: 2018-02-06
client type:
client first name:
client surname:
client address:
client city:
client country:
client province/state:
client postal/zip code:
client phone number:
client phone number type:

detailsField:

Officer

and Officer

were both very helpful and professional.

To summarize I feel that my rights as a Canadian citizen were violated because;

2

 Payette, Ryan

From:
Sent:
To:
Subject:
frmID: ccc

May 2, 2018 05:09 PM
CBSA-ASFC_Complaints_Unit-Division_des_plaintes
WWW Form Submission

Confirmation: Thank you for sharing your feedback. Your message has been sent. For more information on how the
CBSA handles feedback, please visit our --FAQ Page--.
subject: Feedback Form
feedback type: complaint
email2:
first name:
family name:
phone number:
address:
city:
province state:
postal code
country:
time_contact-hh: 11:00
date_month: April
date_day: 15
date_year: 2018
time_hh:
time mrr
location: Toronto

l

 Payette, Ryan

From:
Sent:
To:
Subject:
frmID: ccc

May 4, 2018 04:22 AM
CBSA-ASFC_Complaints_Unit-Division_des_plaintes
WWW Form Submission

Confirmation: Thank you for sharing your feedback. Your message has been sent. For more information on how the
CBSA handles feedback, please visit our --FAQ Page--.
subject: Feedback Form
feedback type: complaint
email2:
first name:
family name:
phone number:
address:
city:
province state: I
postal code
country:
time_contact-hh: 12:00
date_month: May
date_day: 03
date_year: 2018
time_hh:
time_mrr
location: YVR
feedback: Dear CBSA,

 She was dismissive, unclear in her instruction, and did not bother to
make herself clear after I asked.

One of the Canadian border men, then shouted at me: "hey you need to fix that!"
His tone was condescending and rude, and he did not offer any
help

certification: yes
Submit: Submit

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Mobile/15E148 Safari/604.1 vntll73121356

 Payette, Ryan

From:
Sent:
To:
Subject:
frmID: ccc

May 4, 2018 10:36 PM
CBSA-ASFC_Complaints_Unit-Division_des_plaintes
WWW Form Submission

Confirmation: Thank you for sharing your feedback. Your message has been sent. For more information on how the
CBSA handles feedback, please visit our --FAQ Page--.
subject: Feedback Form
feedback type: complaint
email2:
first name:
family name:
phone number:
address:
city:
province state:
postal code:
country:
date_month: April
date_day: 23
date_year: 2018
time_hh: 1
timejTim:

location: Toronto Pearson Airport
feedback:

 He
immediately accused me of trying to butt in line and very belligerently told me to get in line.
l

Once again he acted very
belligerently and spoke extremely offensively, telling me, q!
u o te ," you don't listen" and "you're not a very good listener, are you?

Then he verbally attacked me

certification: yes
Submit: Submit

Mozilla/5.0 (iPad; CPU OS 9_3_5 like Mac OS X) AppleWebKit/601.1.46 (KHTML, like Gecko) Version/9.0 Mobile/13G36
Safari/601.1 vnt!173121356

 Payette, Ryan

From:
Sent:
To:
Subject:
frmID: ccc

May 5, 2018 01:13 AM
CBSA-ASFC_Complaints_Unit-Division_des_plaintes
WWW Form Submission

Confirmation: Thank you for sharing your feedback. Your message has been sent. For more information on how the
CBSA handles feedback, please visit our --FAQ Page--.
subject: Feedback Form
feedback type: complaint
email2:
first name:
family name:
phone number:
address:
city:
province state:
postal code:
country:
time_contact-hh: 13:00
date_month: May
date_day: 04
date_year: 2018
time_hh:
time mm
location: Toronto Pearson Airport Arrivals

 - ReleasedundertheAccesstoInformationAct.
- Divulgationenvertudelaloi surI’AccesaI’informatio

feedback:
the staff member was
1
asking me these detailed questions and her response was "Because I can",

certification: yes
Submit: Submit

Mozilla/5.0 (Linux; Android 4.4.4; SAMSUNG SM-J110H Build/KTU84P) AppleWebKit/537.36 (KHTML, like Gecko)
SamsungBrowser/2.0 Chrome/34.0.1847.76 Mobile Safari/537.36 vntll73121356

 Payette, Ryan

From:
Sent:
To:
Subject:
frmID: ccc

May 7, 2018 04:28 PM
CBSA-ASFC_Complaints_Unit-Division_des_plaintes
WWW Form Submission

Confirmation: Thank you for sharing your feedback. Your message has been sent. For more information on how the
CBSA handles feedback, please visit our --FAQ Page--.
subject: Feedback Form
feedback type: complaint
email2:
first name:
family name:
phone number:
address:
city
province state:
postal code:
country:
time_contact-hh: 10:00
date_month: April
date_day: 29
date_year: 2018
time_hh:
time_mrr
location: YVR AIRPORT
service provider:

 1

feedback:

certification: yes
Submit: Submit

Mozilla/5.0 (Windows NT 6.1; WOW64; Trident/7.0; rv:11.0) like Gecko vntll73121356

 Payette, Ryan

From:
Sent:
To:
Subject:
frmID: ccc

May 10, 2018 08:35 AM
CBSA-ASFC_Complaints_Unit-Division_des_plaintes
Soumission du formulaire WWW

Confirmation: Merci d'avoir partage votre retroaction. Votre message a ete envoye. Pour plus d'information sur la fagon
dont I'ASFC traite la retroaction, veuillez visiter notre --page FAQ--.
sujet: Formulaire de retroaction
type de retroaction: Plainte
courriel2:
prenom:
nom de famille: /
numero de telephone:
adresse:
ville:
province etat:
code postal:
pays:
time_contact-hh: 10:00
d a te jo u r: 07
date_mois: mai
date_annee: 2018
tem p_hh::
temp_mm:
lieu: Aeroport Trudeau

l

 retroaction: Objet:

En date du 7 mai 2018,
En raison des faits suivants :

I'attitude du douanierest devenue irrespectueuse et humiliante.

2

 CBSA- ReleasedundertheAccesstoInformationAct.

attestation: yes
Submit: Soumettre

Mozilla/5.0 (Macintosh; Intel Mac OS X 10_13_4) AppleWebKit/537.36 (KHTML, like Gecko) Chrome/66.0.3359.117
Safari/537.36 vntll73121356

3

 PROTECTED A

1

Mcphail, Marshall

From:
Sent:
To:
Subject:
frmID: ccc

May 11, 2018 03:36 PM
CBSA-ASFC_Complaints_Unit-Division_des_plaintes
WWW Form Submission

Confirmation: Thank you for sharing your feedback. Your message has been sent. For more information on how the CBSA
handles feedback, please visit our --FAQ Page--.
subject: Feedback Form
feedback type: complaint
email2:
first name:
family name:
phone number:
address:
city:
province state:'
postal code:
country: <
time_contact-hh: 11:00
date_month: May
date_day: 11
date_year: 2018
time_hh: :
time mm
location: Terminal 3 exit gate

 2

PROTECTED A feedback:
Officer
was very rude

certification: yes
Submit: Submit

Mozilla/5.0 (iPhone; CPU iPhone OS 11_3 like Mac OS X) AppleWebKit/605.1.15 (KHTML, like Gecko) Version/11.0
Mobile/15E148 Safari/604.1 vntll73121356

 1

PROTECTED A

Mcphail, Marshall

From:
Sent:
To:
Subject:
frmID: ccc

May 12, 2018 11:34 PM
CBSA-ASFC_Complaints_Unit-Division_des_plaintes
WWW Form Submission

Confirmation: Thank you for sharing your feedback. Your message has been sent. For more information on how the
CBSA handles feedback, please visit our -FAQ Page--.
subject: Feedback Form
feedback type: complaint
email2:
first name:
family name:
phone number:
address:
city
province state:
postal code:
country:
date_month: May
date_day: 11
date_year: 2018
time_hh: 1
time_mm:
location: Toronto International Airport
feedback:,
of questions

was asking me all kind

 iertheAccesstoInformationAct.

1

2

PROTECTED A

certification: yes
Submit: Submit

Mozilla/5.0 (iPhone; CPU iPhone OS 11_3 like Mac OS X) AppleWebKit/605.1.15 (KHTML, like Gecko) Version/11.0
Mobile/15E148 Safari/604.1 vntll73121356

 Payette, Ryan

From:
Sent:
To:
Subject:
frmID: ccc

May 16, 2018 01:08 PM
CBSA-ASFC_Complaints_Unit-Division_des_plaintes
WWW Form Submission

Confirmation: Thank you for sharing your feedback. Your message has been sent. For more information on how the
CBSA handles feedback, please visit our --FAQ Page--.
subject: Feedback Form
feedback type: complaint
email2:
first name:
family name:
phone number:
address:
city:
province state:
postal code:
country:
time_contact-hh: 10:00
date_month: May
date_day: 15
date_year: 2018
time_hh:
time mm
location: Toronto Pearson Airport Terminal 3

 feedback: i

l

he got mad

certification: yes
Submit: Submit

Mozilla/5.0 (Windows NT 10.0; Win64; x64) AppleWebKit/537.36 (KHTML, like Gecko) Chrome/66.0.3359.139
Safari/537.36 vntll73121356

 1

PROTECTED A

Ellis, Jeff

From:
Sent:
To:
Subject:
frmID: ccc

May 18, 2018 07:44 AM
CBSA-ASFC_Complaints_Unit-Division_des_plaintes
WWW Form Submission

Confirmation: Thank you for sharing your feedback. Your message has been sent. For more information on how the
CBSA handles feedback, please visit our --FAQ Page--.
subject: Feedback Form
feedback type: complaint
email2:
first name:
family name
phone number:
address:
city:
province state:
postal code:
country:
date_month: May
date_day: 17
date_year: 2018
tim e_hh::
time_mm
location: MONTREAL-PIERRE ELLIOTT TRUDEAU INTERNATIONAL AIRPORT (396)
feedback: Hello,

 1

2

PROTECTED A
he at first ignored my question completely

certification: yes
Submit: Submit

Mozilla/5.0 (Windows NT 10.0; Win64; x64) AppleWebKit/537.36 (KHTML, like Gecko) Chrome/66.0.3359.181
Safari/537.36 vntll73121356

 PROTECTED A

1

Ellis, Jeff

From:
Sent:
To:
Subject:
frmID: ccc

May 18, 2018 11:03 PM
CBSA-ASFC_Complaints_Unit-Division_des_plaintes
WWW Form Submission

Confirmation: Thank you for sharing your feedback. Your message has been sent. For more information on how the
CBSA handles feedback, please visit our --FAQ Page--.
subject: Feedback Form
feedback type: complaint
email2:
first name:!
family name:
phone number: I
address:
city:
province state:
postal code:
country:
date_month: May
date_day: 17
date_year: 2018
time_hh: ;
tim e jrim
location: YVR international departure gate
feedback:

 2

PROTECTED A
Some agents

were unprofessional.

Your agents abused their power.

certification: yes
Submit: Submit

Mozilla/5.0 (Linux; Android 7.0; SM-G930W8 Build/NRD90M) AppleWebKit/537.36 (KHTML, like Gecko)
Chrome/66.0.3359.158 Mobile Safari/537.36 vntll73121356

 PROTECTED A

1

Ellis, Jeff

From:
Sent:
To:
Subject:
frmID: ccc

May 21, 2018 02:20 PM
CBSA-ASFC_Complaints_Unit-Division_des_plaintes
WWW Form Submission

Confirmation: Thank you for sharing your feedback. Your message has been sent. For more information on how the
CBSA handles feedback, please visit our --FAQ Page--.
subject: Feedback Form
feedback type: complaint
email2:
first name:
family name:
phone number:
address:
city:
province state:
postal code:
country:
time_contact-hh: 17:00
date_month: April
date_day: 15
date_year: 2018
time_hh: (
time mm:
location: Vancouver International Airport

 feedback: Good day:

l

PROTECTED A

2

I was questioned

I asked "what happens if I miss my flight", the answer was " you take the next flight". Pretty cold response, right?

certification: yes
Submit: Submit

Mozilla/5.0 (Windows NT 6.1; Win64; x64) AppleWebKit/537.36 (KHTML, like Gecko) Chrome/66.0.3359.181
Safari/537.36 vntll73121356

 1

PROTECTED A

Son, Kyung-Ok

From:
Sent:
To:
Subject:
frmID: ccc

May 22, 2018 09:52 AM
CBSA-ASFC_Complaints_Unit-Division_des_plaintes
WWW Form Submission

Confirmation: Thank you for sharing your feedback. Your message has been sent. For more information on how the
CBSA handles feedback, please visit our --FAQ Page--.
subject: Feedback Form feedback type: complaint
email2:

first name:

family name:

phone number:

address:
city:

province state:

postal code:

country:

time_contact-

hh: 09:00 date_month: May date_day: 19 date_year:
2018time_hh:

time_mm:

ocation: Montreal-

Trudeau airport
feedback:
l
1

2

PROTECTED A

barked out, "did I tell you to go there?!"

certification: yes
Submit: Submit

Mozilla/5.0 (Windows NT 6.1) AppleWebKit/537.36 (KHTML, like Gecko) Chrome/66.0.3359.139 Safari/537.36
vntll73121356

 1

PROTECTED A

Son, Kyung-Ok

From:
Sent:
To:
Subject:
frmID: ccc

May 22, 2018 12:35 AM
CBSA-ASFC_Complaints_Unit-Division_des_plaintes
Soumission du formulaire WWW

Confirmation: Merci d'avoir partage votre retroaction. Votre message a ete envoye. Pour plus d'information sur la fa?on
dont I'ASFC traite la retroaction, veuillez visiter notre --page FAQ--, sujet: Formulaire de retroaction type de
retroaction: Plainte courriel2::
adresse:

prenom:
ville:

nom de famille:
province etat:

numero de telephone:

code postal:

time_contact-hh: 10:00 d a te jo u r: 20 date_mois: mai date_annee: 2018 temp_hh:

tem p_m m ::

pays:
lieu:

Montreal Trudeau
retroaction:

2

protected a

I l ya toujours un agent qui m'attend et pose des questions genantes

soit toujours les merries questions

attestation: yes
Submit: Soumettre

Mozilla/5.0 (Windows NT 10.0; Win64; x64; rv:59.0) Gecko/20100101 Firefox/59.0 vntll73121356

 ^- Releasedunder(heAccesstoInformationAct
ASFC- DivulgationenvertudelalolsurI'AccesaI'information

Payette, Ryan

From:
Sent:
To:
Cc:
Subject:
Bonjour,

Toutant, Joanne on behalf of Quebec Complaints / Plaintes Quebec (CBSA/ASFC)
May 23, 2018 06:38 AM
CBSA-ASFC_Complaints_Unit-Division_des_plaintes
Quebec Complaints / Plaintes Quebec (CBSA/ASFC)
TR:

SVP enregistrer cette plainte pour notre region.
Merci.

Joanne Toutant
Agente regionale de programmes, Division des Services corporatifs et des Programmes, Region du Quebec
Agence des services frontaliers du Canada/Gouvernement du Canada
ioanne.toutant@ cbsa-asfc.gc.ca / Tel.: (514) 283-8700 poste 8005 / TTY: 866-335-3237

Joanne Toutant
Regional Program Officer, Corporate & Programs Services Division, Quebec Region
Canada Border Services Agency/Government of Canada ioanne.toutant(5>cbsaasfc.ec.ca / Tel.: (514) 283-8700 ext. 8005 / TTY: 866-335-3237

D e : Perreault, Karine
Envoye : 22 mai, 2018 15:07
A : Quebec Complaints / Plaintes Quebec (CBSA/ASFC) <CBSA.QueComplaints-PlaintesQue.ASFC@cbsa-asfc.gc.ca> Cc
: Perreault, Karine <Karine.Perreault@cbsa-asfc.gc.ca>
O bjet: TR:
Bonjour,
Svp faire numeroter cette plainte.
Merci
Karine Perreault
Adjointe administrative, District des aeroports - Region du Quebec Agence
des services frontaliers du Canada   Gouvernement du Canada
karine.perreault(5)cbsa-asfc.gc.ca   Tel: 514-633-7702   ATS: 866-335-3237
Administrative Assistant, Airports District - Quebec Region Canada Border
Services Agency   Government of Canada karine.perreault(5>cbsaasfc.gc.ca   Tel: 514-633-7702   TTY: 866-335-3237

1

 D e : QUE-PET, Programmes
Envoye : 22 mai, 2018 2:34
A : Perreault, Karine <Karine.Perreault@cbsa-asfc.gc.ca>
O bjet: TR:
Bonjour Karine,
Une plainte a I'endroit de I'ASF a la sortie,

Mem,

Catherine Renaud
Agente regionale des programmes, Services operationnels, Division des services corporatifs et des programmes, Region
du Quebec
Agence des services frontaliers du Canada / Gouvernement du Canada Catherine.renaud@asfc.gc.ca
/ Tel.: 514-633-7815/ATS: 866-335-3237

2

 Regional Programs Officer, Operational Services, Corporate and Program Services Division, Quebec Region
Canada Border Services Agency / Government of Canada
Catherine.renaud@asfc.qc.ca / Tel.: 514-633-7815 / TTY: 866-335-3237

D e : YULClientele fmailto:YULCIientele@admtl.com1
Envoye : 22 mai, 2018 2:23
A : QUE-PET, Programmes <QUE-AeroportsDorval-Mirabel.Programmes@cbsa-asfc.gc.ca> Objet

Bonjour,
Ceci est pour votre suivi.
Merci,
AEROPORTS DE ilONTREAL Stephanie
Chehade
Agente, Relations clients
Officer, Customer Relations
800, place Leigh-Capreol, bureau 1000
Dorval (Quebec) CANADA H4Y 0A5 WWW.ADMTL.COM

D e : Chehade, Stephanie
Envoye : 22 mai 2018 14:22
A : Chehade, Stephanie <Stephanie.Chehade@admtl.com> Objet

Information
Numero de reference

Numero reference origine
Type

Direct-Plainte

Statut
No. carton

Dates et heures
Date du Commentaire

20/05/2018

Date de Fermeture

22/05/2018

3

 Resolution

2

Voyageur
Civilite
Norn
Prenom
Adresse
Ville
Code postal
Province \ Etat
Pays
Courrie!
Telephone
Larigue
Motif de la visite

Anglais
Arrivee

Details e v e n e m e n ts
Date de I'evenement

20/05/2018

Mode de reception

Formulaire Web

Categorie

Plainte

Site

YUL - Montreal - Trudeau

Transporteur

Non specifie

No. de vol

Localisation
Niveau

General

Secteur

Agences gouvernementales
4

 Section

ASFC

Dimension

Personnel/service a la clientele

Commentaire
Commentaire

Reponse souhaitee

I'd like to report a specific employee who was acting unprofessional goofing
around with her colleague and then overly aggressive when checking customs
clearance documents.!

Oui

Reponse ADM
Date de debut

2018-05-20T04:00:00Z

Date de fin

2018-05-20T04:00:00Z

Documents
Pieces jointes

5

 Payette, Ryan

From:
Sent:
To:
Subject:
frmID: ccc

May 23, 2018 02:23 PM
CBSA-ASFC_Complaints_Unit-Division_des_plaintes
WWW Form Submission

Confirmation: Thank you for sharing your feedback. Your message has been sent. For more information on how the
CBSA handles feedback, please visit our --FAQ Page--.
subject: Feedback Form
feedback type: complaint
email2:
first name:
family name:
phone number:
address:
city:
province state:
postal code:
country:
time_contact-hh: 17:00
date_month: May
date_day: 21
date_year: 2018
time_hh: I
time mm
location: 3273- Toronto pearson terminal 1

 feedback: Sufri un acto de discriminacion, por parte de una agente,
l

certification: yes
Submit: Enviar

Mozilla/5.0 (Linux; Android 6.0; BLL-L23 Build/HUAWEIBLL-L23) AppleWebKit/537.36 (KHTML, like Gecko)
Chrome/66.0.3359.158 Mobile Safari/537.36 vntll73121356

 Payette, Ryan

From:
Sent:
To:
Subject:
frmID: ccc

May 26, 2018 11:04 PM
CBSA-ASFC_Complaints_Unit-Division_des_plaintes
WWW Form Submission

Confirmation: Thank you for sharing your feedback. Your message has been sent. For more information on how the
CBSA handles feedback, please visit our --FAQ Page--.
subject: Feedback Form
feedback type: complaint
email2:
first name:
family name:
phone number:
address:
city:
province state:
postal code:
country:
time_contact-hh: 10:00
date_month: May
date_day: 26
date_year: 2018
time_hh: 1
time mm:
location: Vancouver Airport

 feedback:

the officer was very rude
l

certification: yes
Submit: Submit

Mozilla/5.0 (iPad; CPU OS 11_4 like Mac OS X) AppleWebKit/605.1.15 (KHTML, like Gecko) Version/11.0 Mobile/15E148
Safari/604.1 vntll73121356

 PROTECTED A

1

Ellis, Jeff

From:
Sent:
To:
Subject:
frmID: ccc

May 28, 2018 02:29 PM
CBSA-ASFC_Complaints_Unit-Division_des_plaintes
WWW Form Submission

Confirmation: Thank you for sharing your feedback. Your message has been sent. For more information on how the
CBSA handles feedback, please visit our --FAQ Page--.
subject: Feedback Form
feedback type: complaint
email2: i
first name:
family name:
phone number:
address:
city:
province state:
postal code:
country:
time_contact-hh: 17:00
date_month: May
date_day: 27
date_year: 2018
time_hh: :
time mm
location: Pearson International Airport

 1

2 service provider:

PROTECTED A
feedback:

one of the female officers yelled
yelled so loud

about a small incident

officer stood on her stool and
to "fix the belt",(more than once) that the whole arrivals level stopped and went silent

certification: yes
Submit: Submit

Mozilla/5.0 (Windows NT 10.0; WOW64; Trident/7.0; Touch; rv:11.0) like Gecko vntll73121356

 PROTECTED A

1

Mcphail, Marshall

From:
Sent:
To:
Subject:
frmID: ccc

May 29, 2018 03:47 PM
CBSA-ASFC_Complaints_Unit-Division_des_plaintes
WWW Form Submission

Confirmation: Thank you for sharing your feedback. Your message has been sent. For more information on how the
CBSA handles feedback, please visit our --FAQ Page--.
subject: Feedback Form
feedback type: complaint
email2:
first name:
family nam e::
phone number:
address:
city:
province state:
postal code:
country:
time_contact-hh: 17:00
date_month: May
date_day: 14
date_year: 2018
time_hh:
time mm
location: MISSISSAUGA ONTARIO

 1
2 service provider: Entry
into Canada

PROTECTED A

feedback:
mistreated by
the Canada government in the Immigration border.

certification: yes
Submit: Submit

Mozilla/5.0 (Windows NT 6.1; WOW64; Trident/7.0; rv:11.0) like Gecko vntll73121356

 Payette, Ryan

From:
Sent:
To:
Subject:
frmID: ccc

May 30, 2018 08:52 AM
CBSA-ASFC_Complaints_Unit-Division_des_plaintes
WWW Form Submission

Confirmation: Thank you for sharing your feedback. Your message has been sent. For more information on how the
CBSA handles feedback, please visit our --FAQ Page--.
subject: Feedback Form
feedback type: complaint
email2:
first name:
family name:
phone number:
address:
city:
province state:
postal code:
country:
time_contact-hh: 12:00
date_month: May
date_day: 26
date_year: 2018
time_hh:
time mm:
location: YVR

 feedback:
was using her position as an officer to justify for her rude and unnecessary
l
behaviour/comments.

unnecessary for her to raise her tone of voice and gave me a rude stare while getting angry with me.

certification: yes
Submit: Submit

Mozilla/5.0 (iPhone; CPU iPhone OS 11_3 like Mac OSX) AppleWebKit/605.1.15 (KHTML, like Gecko) Version/11.0
Mobile/15E148 Safari/604.1 vntll73121356

 Payette, Ryan

From:
Sent:
To:
Subject:
frmID: ccc

May 30, 2018 07:27 PM
CBSA-ASFC_Complaints_Unit-Division_des_plaintes
WWW Form Submission

Confirmation: Thank you for sharing your feedback. Your message has been sent. For more information on how the
CBSA handles feedback, please visit our --FAQ Page--.
subject: Feedback Form
feedback type: complaint
email2:
first name:
family name:
phone number:
address:
city:
province state:
postal code
country:
time_contact-hh: 10:00
date_month: May
date_day: 28
date_year: 2018
tim ejTim : - mm location: Toronto International Airport
feedback:

l

 At this point the border service officer was very angry and
verbally aggressive towards mv m other.:

2

 certification: yes
Submit: Submit

Mozilla/5.0 (Windows NT 10.0; Win64; x64) AppleWebKit/537.36 (KHTML, like Gecko) Chrome/66.0.3359.181
Safari/537.36 vntll73121356

3

 Ellis, Jeff

From:
Sent:
To:
Subject:

CBSA-ASFC_CONTACT
June 1,2018 01:24 PM
CBSA-ASFC_Complaints_Unit-Division_des_plaintes
FW :'

Re: Plainte contre une douaniere.

Hello Complaints Unit,
Client complaint for your action please, we will close this transaction on our end.
Thank you,

Richard Thurston
Technical Advisor, Border Information Services and Contact Us Canada Border
Services Agency / Government of Canada richard.thurston@cbsa-asfc.qc.ca / Tel 1204-983-3413 / TTY: 866-335-3237
Conseiller Technique, Service d'information sur la frontiere et Contactez-nous Agence
des services frontaliers du Canada / Gouvernement du Canada
richard.thurston@cbsa-asfc.qc.ca / Tel 1-204-983-3413 / ATS: 866-335-3237

From:

Sent:

May 30, 2018 11:40 AM

To: poste.garde@servicecanada.gc.ca; contact@cbsa.gc.ca
Subject:1
Re: Plainte contre une douaniere.

Veuillez me contacter a 1 address suivante

From: Poste.Garde@servicecanada.gc.ca < Poste.Garde@servicecanada.gc.ca> Sent:
Wednesday, May 30, 2018 12:37:59 PM

To: contact(5>cbsa.gc.ca
Cc:
Subject: Plainte contre une douaniere.

Bonjour,

l

  

j?ai malicieusement Victime de profilage racial et

religieuse.

PROTECTED A

Son, Kyung-Ok

From:
Sent:
To:
Subject:

June 2, 2018 04:12 PM
CBSA-ASFC_Complaints_Unit-Division_des_plaintes
W W W Form Submission

frmID: ccc
Confirmation: Thank you for sharing your feedback. Your message has been sent. For more information on how the
CBSA handles feedback, please visit our --FAQ Page--, subject: Feedback Form
feedback type: complaint emai!2:
name:

first name:

phone number:

city:

province state:

family

address:
postal code:

country:

time_contact-hh: 10:00 date_month: June date_day: 02 date_year: 2018
time_hh:

time_mm: - mm - location: Toronto Airport Terminal 1 tracking

form cargo number: A female custom officer with

attitude

l
1
protected

A service provider: Custom

feedback:
This female officer haf such a bad attitude that she kept asking me "which country is this?

certification: yes
Submit: Submit

 M ozilla/5.0 (Linux; Android 6.0; PLK-AL10 Build/HONORPLK-ALIO) AppleW ebKit/537.36 (KHTML, like Gecko)
C hrom e/66.0.3359.158 Mobile Safari/537.36 v n tll7 3 1 2 1 3 5 6

2
2

 Payette, Ryan

From:
Sent:
To:
Subject:

June 5, 2018 04:50 PM
CBSA-ASFC_Complaints_Unit-Division_des_plaintes
W W W Form Submission

frmID: ccc
Confirmation: Thank you for sharing your feedback. Your message has been sent. For more information on how the
CBSA handles feedback, please visit our --FAQ Page--.
subject: Feedback Form
feedback type: complaint
email2:
first name:
family name:
phone number:
address:
city:
province state:
postal code:
country:
date_month: June
date_day: 03
date_year: 2018
time_hh:
tim e mm:
location: MONTREAL - PIERRE TRUDEAU AIRPORT

l

 feedback:

Her demeanour suggested this was a serious m atter and she volunteered to me that two such warnings

2

 certification: yes
Submit: Submit

M ozilla/5.0 (Windows NT 10.0; Win64; x64; rv:60.0) Gecko/20100101 Firefox/60.0 v n tll7 3 1 2 1 3 5 6

3

 Payette, Ryan

From:
Sent:
To:
Subject:

June 12, 2018 09:45 PM
CBSA-ASFC_Complaints_Unit-Division_des_plaintes
W W W Form Submission

frmID: ccc
Confirmation: Thank you for sharing your feedback. Your message has been sent. For more information on how the
CBSA handles feedback, please visit our --FAQ Page--.
subject: Feedback Form
feedback type: complaint
email2:
first name:
family name:
phone number:
address:
city: I
province state:
postal code:
country:
time_contact-hh: 10:00
date_month: June
date_day: 20
date_year: 2017
time_hh
tim e mm:
location: TORONTO PERSON AIRPORT

 l
feedback:

officer's rude attitude, harsh tone, interrogating way, and especially severe
disgusting/loathing facial expression.

certification: yes
Submit: Submit

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 Payette, Ryan

From:
Sent:
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Subject:

June 15, 2018 04:23 PM
CBSA-ASFC_Complaints_Unit-Division_des_plaintes
Soumission du formulaire W W W

frmID: ccc
Confirmation: Merci d'avoir partage votre retroaction. Votre message a ete envoye. Pour plus d'information sur la fa?on
dont I'ASFC traite la retroaction, veuillez visiter notre --page FAQ"sujet: Formulaire de retroaction
type de retroaction: Plainte
courriel2:
prenom:
nom de famille:
numero de telephone:
adresse:
ville:
province etat:
code postal: I
pays:
time_contact-hh: 10:00
d a te jo u r: 04
d a te jn o is : juin
date_annee: 2018
tem p hh: ;
temp_mm:
lieu: Toronto Pearson airport

l

  

retroaction:

She took a more
intimidating and harassing approach to all her questioning.

attestation: yes
Submit: Soumettre

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