What CARM supports

• Importer account registration and business account management.
• Viewing account balances, statements, invoices, and transaction history.
• Delegating authority to employees and third-party service providers.
• Enrolling for CBSA programs, including Release Prior to Payment.
• Accounting and payment of duties and taxes on commercial imports.

Brokerage habit

• Do not treat CARM as only a login issue.
• Confirm whether the importer’s account is registered and usable.
• Confirm whether Frontier has the correct delegation before supporting account-specific work.
• Escalate account, payment, access, or financial security questions when details are unclear.

What employees should understand

• The importer must create their own CARM access and register the business account.
• The Business Account Manager can enrol the business for CBSA programs.
• The importer may need to complete account setup before Frontier can assist with certain account-specific activity.
• Customs brokers cannot register the importer’s business or enrol them in programs on their behalf.
• Registration issues should be escalated to the appropriate CARM support path.

Common client questions

• “Do we need to register in CARM?”
• “Can Frontier complete our registration?”
• “Who should be the Business Account Manager?”
• “Why can’t our shipments move the same way as before?”

Why delegation matters

• Delegation connects the importer’s business account to Frontier or another third-party service provider.
• Without proper delegation, Frontier may not be able to view or support account-specific activity.
• Delegation should be completed by the correct role inside the importer’s CARM account.
• Employees should confirm delegation before promising account-level support.
• Delegation issues can delay troubleshooting, accounting support, or client service.

What RPP does

• Allows eligible importers to obtain release of goods before payment of duties and taxes.
• Works through enrolment in the CARM Client Portal.
• Requires the importer to meet CBSA conditions.
• Requires financial security that meets the CARM-calculated requirement.
• Supports release timing, but does not remove importer payment responsibility.

What to check

• Is the importer registered in CARM?
• Has the importer enrolled for RPP?
• Has the importer posted acceptable financial security?
• Does Frontier have proper delegation to support account-specific work?
• Is the shipment affected by an RPP reject, account issue, or payment issue?

What financial security means

• CARM calculates the importer’s financial security requirement during RPP enrolment.
• The amount is based on the importer’s highest monthly accounts receivable with CBSA over the previous 12 months.
• Importers can post security through a security deposit or a security agreement.
• Importers cannot use their customs broker’s security for their own RPP privileges.
• Customs brokers cannot post a security deposit on behalf of importer clients.

Common issues to watch for

• Importer has not registered in the CARM Client Portal.
• Importer has not delegated authority to Frontier.
• Importer believes Frontier can complete registration or enrolment on their behalf.
• Importer has not enrolled for RPP.
• Importer has not posted financial security.
• Importer does not understand account balances, statements, payments, or transaction history.
• Shipment encounters a release issue tied to RPP eligibility or account status.

Escalate when

• The client’s account status is unclear.
• There is a release-impacting RPP issue.
• The importer is asking for legal, financial, or account-specific advice beyond operational support.
• There is uncertainty around delegation, business account roles, or financial security posting.

Say this

• “CARM is the importer’s account with CBSA for duties, taxes, statements, and program enrolment.”
• “Your business needs to register in CARM and delegate authority to Frontier so we can support your account.”
• “If you want release before paying duties and taxes, your business needs RPP enrolment and financial security.”
• “Frontier can guide the process, but the importer owns the registration, enrolment, and security requirement.”

Avoid this

• Do not say Frontier can register the importer’s CARM account for them.
• Do not promise release if RPP enrolment or financial security is not confirmed.
• Do not tell a client they can use Frontier’s financial security.
• Do not guess at account status, payment issues, or CBSA system messages.