1. Will I receive my documents in time for a trip this fall?
The goal is that in four to six weeks, we will have passed the peak of requests waiting to be processed
said in an interview with CBC Karina Gould, Canadian Minister of Families, Children and Social Development.
She hopes that by then, people who have applied will finally receive their passports and that Service Canada can meet its usual service standards (20 business days for an application sent by mail and 10 days for an application submitted in person ).
« We need to do better and, quite frankly, modernize the way passport applications are made. »
Some of these [mesures pour numériser le service] are going to take a few weeks and a few months, because it’s a change in the nature of the process
she added.
Service Canada has issued 556,796 passports since 1is last April and expects to receive between 3.6 and 4.3 million applications in the 2022-2023 fiscal year.
2. Should I apply for my passport by post?
You’d better not post your passport application at this time due to the huge delay
said Ms. Gould.
For some people, mail is the only option, and we want to make sure that channel is accessible to them, but the passport system is really designed as an in-person service.
she added.
According to the minister, going in person allows officers to review required personal documents, including birth certificates, and return them immediately.
Karina Gould, Minister of Families, Children and Social Development
Photo: The Canadian Press/Adrian Wyld
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3. Why is the phone line closing in my face?
Sometimes a cell phone provider, if one has been on hold for a while, drops the call […]. And it’s not really because of the Government of Canada system, because we take all the calls
said Ms. Gould.
Not enough to convince skeptics, if we rely on certain comments from readers published in the wake of an article by CBC. If this government spent half as much effort solving problems as it spends looking for scapegoats to blame, we would be much further ahead
said one of them.
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Service Canada provides a single point of access to a range of Government of Canada services.
Photo : Radio-Canada / Christian Milette
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The government agency also received 949,921 calls between July 4 and July 10. It could then count on 135 agents at its call centre, to which were added 40 employees of 1 800 O-CANADA, the federal government’s general telephone line.
In mid-April, Service Canada established a system that broadcasts a message when the lines are all busy instead of the traditional signal busy
. Previously, callers were automatically disconnected when lines were busy.
4. Can I get a refund if my request was not processed in time?
Service Canada says it is not responsible for financial loss if passports are not issued in time for travel. The organization therefore recommends waiting until you have your passport in hand before buying a plane ticket.
However, citizens are entitled to free passport transfer and pick-up services if Service Canada does not process their application in a timely manner.
To obtain a reimbursement of $50 to $150 for express and urgent pick-up costs, one can file a claim against the Crown (New window)mentioned Ms. Gould.
Sometimes what happens is people have submitted their application, and if we’re still within the processing time but they’re requesting rush processing, then they have to pay the expedited service fee
she pointed out.
« If it’s day 22 or 24, then they shouldn’t have to pay for it. »
5. Passport office or Service Canada centre: where to go?
Travelers hoping to leave in about a week should go in person to a passport office, where on-site printing services are offered, Minister Gould said.
If departure is expected within 24 to 48 hours, proof of travel must be presented.
All other travelers should go to a Service Canada center which she says is not specialized in issuing passports
.
6. When are online renewals?
One of the main problems is that most applications received by Service Canada are for people who have never had a Canadian passport, said Ms. Gould, who mentioned that passport renewals represent only 12 to 15% demands.
However, the federal government is considering developing an online application system for simple renewals. We didn’t have this before so we need to build it and make sure it works
she said.
With information from Holly Cabrera, CBC News
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