We Need to Talk

There is one aspect of Customs that continues to confuse me. That is the hesitation and maybe even fear to arrange a call with a Customs officer to review an issue at hand. 

Time and time again, concerned importers contact me with questions about an aspect of a decision that a Customs officer rendered and are adamant that they do not want me to contact the officer for clarification.
On the other hand, I have conversations with importers who outline an entire dialogue that they had with the Customs officer to understand how to initiate next best steps.

Why such drastic differences between how importers communicate with Customs?

Communication is key!

It is very similar to exchanging recipes. In order to broaden ones understanding of various techniques, use of spices and getting to know the different flavors that cuisine has to offer, a great enabler is to speak with "foodies" and obtain recipes and their recommendations on what they use to make a dish go from the ordinary to extraordinary!

For example, until last week, I had no idea what saffron was, how it is used and the flavor and aroma that it creates for a dish.
I received a recipe from my colleague for "Roast Chicken with Saffron, Hazelnuts and Honey".


As you can see, it looked good and tasted even better. I would have never been able to even image this recipe or take the time to find it if it was not for the communication I had with my colleague regarding their "go to" dish that is tasty, easy to make and enjoyed by all.

The recipe can be reviewed at:

Indeed, Customs officers (who do imbue a certain level of authority) may come across as "scary" individuals. My experience is that they are trying to initiate a specific function that, at times, is subjective and could lead to disagreements. That is no reason to avoid communication to try and understand their position and even gain the ability to provide feedback that could be used by the officer to render a more accurate (dare I say positive) decision.

One of the main concerns with the Customs landscape today is the inability to gain access to specific officers that may be able to assist with questions. Therefore, the tools that Customs does provide should definitely be utilized. Whether it is a call to the main Business Information Services line, a ruling application, or even a direct call to an officer that rendered a decision, all avenues of communication should be explored. It will allow for better understanding of the underlying reasons the Customs officer, assigned to the case, is taking with the issue at hand.

There is also (unfortunately) the occasions where communication with Customs is denied. Similar to a "foodie" refusing to share their recipes and insights. In my opinion this is the exception and not the rule. In these instances, escalating the communication is definitely an avenue to explore.

Is having a discussion with Customs daunting? Could be. Like cooking, it is something to get used to and contacting those that communicate with Customs on a daily basis for assistance can hopefully assist in gaining the understanding of why a specific decision was issued by Customs.

Don't be afraid to share recipes and don't be afraid to state to the Customs officer that "We need to talk."



Thank you to @Marie-Claude Jacob for providing the amazing recipe and the insights about communication.

Location: Montreal, QC, Canada

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