Evaluation of the Recourse Program / Internal Audit and Program Evaluation Directorate. : PS38-91/2017E-PDF

"The objective of the Recourse Program is to provide individuals and the business community access to a redress mechanism to seek an impartial review of service-related complaints, program decisions and enforcement actions taken by the Canada Border Services Agency (CBSA). The Recourse Program ensures that its decisions are fair, transparent and accurately reflect the Agency's policies and the Acts administered by the CBSA. The purpose of this evaluation is to assess the relevance, effectiveness and efficiency of the administrative review functions carried out by the Recourse Program. The scope of the evaluation centred on enforcement and trade appeals, and included the Recourse Program’s support functions on litigation, reviews of rejections, suspensions or cancellations from the Trusted Traveller Program (TTP), and the Enhanced Complaint Mechanism (ECM). The evaluation analyzed the Recourse Program’s operational, performance and financial data between 2011-2012 and 2015-2016. Since additional business lines have been added to the mandate of the Recourse Program and performance data became available, the evaluation included some 2016-2017 data"--Executive summary, p. iii.

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