March 24, 2020 – Message from the Canada Border Services Agency
Clients affected: All importers and brokers.
Due to the COVID-19 pandemic, the CBSA will be postponing the decommissioning of the legacy OGD release service options until a date later to be determined. Clients may continue using the SWI IID or the legacy service options (OGD-PARS, OGD-RMD) to obtain release of OGD regulated goods.
Clients that have on-boarded to the SWI IID (SO911) but continue to use the legacy OGD release service options (SO463 and SO471) may experience delays in the processing of their shipments. As such, clients that have completed the onboarding process are encouraged to utilize the SWI IID (SO911) for all OGD release requests.
Client Services / Contact Information
Hotline: 1-888-957-7224
Regular Hours: Monday to Friday, 08:00 – 17:00 ET Call the hotline for technical assistance and problems regarding the submission of trade data, e.g. reject messages, via EDI or eManifest Portal. eMail support is also available for EDI applications, testing and general inquiries at the emails outlined below.
After Hours: Weekdays 17:00 – 08:00 ET Saturday, Sunday and all civic and statutory holidays – 24/7 Call the hotline for urgent technical assistance. When calling the hotline, leave a detailed message and an officer will return your call.
The Services Document clarifies which issues should be directed to the TCCU hotline, during and after business hours, as well as the types of questions to be referred elsewhere. This resource can be found here.