Parliamentary Committee Submits Recommendations to Improve IRCC Client Services

Parliamentary Committee Submits Recommendations to Improve IRCC Client Services

Parliamentary Committee Submits Recommendations to Improve IRCC Client Services

Parliamentary Committee Submits Recommendations to Improve IRCC Client Services

Improved call centre services and smoother application tracking processes are among the stand-out recommendations that have been submitted by a Parliamentary Committee that has completed its work on the Modernisation of Client Service Delivery at the department of Immigration, Refugees and Citizenship Canada (IRCC). The Committee has submitted a list of 24 recommendations to Parliament.

The report takes its cue from the premise that “immigration is a life-changing journey for individuals who should not be frustrated by processes and bureaucracy.” Consequently, the recommendations aim to alleviate the acknowledged frustrations felt by stakeholders.

These stakeholders include prospective visitors and immigrants, employers and sponsors in Canada, lawyers and consultants (known as authorized representatives), as well as permanent residents seeking citizenship, and citizens seeking passports.

The workload shared by IRCC staff should not be underestimated. Last year, the department handled more than two million temporary resident applications alone, with customer service interactions totalling many times that number. In addition to applications for temporary entry to Canada, IRCC handles files relating to permanent residence, refugees (including protected persons), citizenship, and passport requests made by citizens.

Indeed, streamlining the call centre so that advisors and agents specialize in particular areas of expertise is among the recommendations made by the Committee.

Access to case-specific information in a timely manner, and improved online interaction with IRCC for applicants, employers, and representatives alike are also among the recommendations. Based on stakeholder feedback, it was also found that the frequency with which IRCC updates its forms, often without advance notice or a transition period, is a great cause of frustration, particularly when it may lead to a file being returned.

Conclusion and recommendations

Below is a complete list of the recommendations submitted to Parliament by the Committee? Each recommendation applies to the department of IRCC, currently headed by Immigration Minister Ahmed Hussen.

Call Centre improvements


Train all Call Centre agents on client service excellence and on how to communicate with people who may have limited English or French speaking abilities.


Provide a standard process to facilitate calls between a client and a Call Centre agent when an interpreter is used.


Have a 15-minute standard for clients to be connected with an advisor or agent for all Call Centre operations.


Consider including specializations and subject-matter experts for Call Centre advisors and agents based on application type, including (1) temporary residence, (2) permanent residence, (3) refugees, including protected persons, (4) citizenship and (5) passports.

IRCC Website


Consider, as part of the redesign of its website, using (1) client-centric design principles to produce digital channels for each business line, (2) plain language, (3) languages other than French and English, similar to what the Government of British Columbia is doing, and (4) virtual assistance.


Make improvements to “My Account” to allow clients to view and print applications before filing and during processing, and allow applicants to maintain a complete record of every application filed.


Improve the ability for applicants and their representatives to link paper applications with online accounts.


Provide alternative payment methods for individuals without access to online payment services and credit cards, such as returning to the previous policy of accepting proof of payment at a bank.

Providing more frequent and useful information


Contact clients via email or other channels when (1) processing exceeds times provided at the time of application (2) an incorrect payment is made (3) common or simple errors are made on the application.


Implement an online portal for clients and authorized representatives to track application progress, including but not limited to: (1) current status of the application, (2) any reasons for delays, (3) an estimated time for decision and (4) any missing information or complications with the application.


Provide more information and details to clients on the reasons for negative decisions.


Examine ways, in collaboration with partners and stakeholders, to increase the number of pre-arrival service sessions available, including attendance, in Foreign Service locations.


Ensure Members of Parliament and Senators continue to have access to the Ministerial Enquiries Division.

Application forms


Regularly review all application forms to (1) simplify the form, (2) improve the client experience, and (3) evaluate common patterns in mistakes and errors made on applications.


Establish a process for notifying applicants when forms are changed and establish a mechanism to ensure that completed applications submitted with once-current forms are not rejected due to form changes.

Processing Times


Consider establishing service standards and processing times for all business lines and publish the standards on the website.


Extend the validity period of work permits from six months to one year to take into account processing times at the department.

Performance Measurement and Client Feedback


Offer automatic client service feedback forms for applications to the department.


Review key performance indicators for all client service channels and review best practices from other immigration systems around the world, such as those of the United States, Australia, New Zealand and the United Kingdom.



Create a “Reconsideration Committee” to deal with reconsideration requests within applicants’ 15-day deadline.

Continuous Improvement in Customer Service


Conduct “client service and delivery” consultations with customer and client service experts, the private sector, former and current clients of Immigration, Refugees and Citizenship Canada and all Canadians on how the department can better provide service.


Consult with refugees to determine their issues with client service and take steps to address them; the review would include (but would not be limited to) the website, Call Centre, languages used, access to technology and payments.


Work to better serve Canadian businesses and employers by studying the possible benefits of the department creating a trusted employer program to offer employers an expedited service for assessments (subject to a fee); that this study include input from Canadian businesses and employers; and that IRCC make its findings available to the Committee.


Conduct a cost‑benefit analysis on having regional immigration offices to deliver in‑person service similar to Passport Canada and Service Canada locations.

In its summary, and with a nod to its audience of Members of Parliament (MPs), the report notes that a huge amount of constituency work is related to immigration, and therefore Parliamentarians and their staff spend much of their time dealing with such work.

“It is our hope that the recommendations in this report will assist IRCC in its continued efforts to modernize its approach to client service and at the same time reduce the need for intervention from Members of Parliament,” the report concludes.

The Committee, which met on four occasions between December, 2016 and March, 2017, has requested a response from the federal government to the conclusions and recommendations. Among the 10 Committee Members were six Liberals MPs, three Conservative MPs, and one New Democratic Party MP.

“While the department does good work much of the time, it is acknowledged by stakeholders that there is a way to go before we can say that it is fully optimized to ensure a smoother, less stressful process for all,” says Attorney David Cohen.

“It is refreshing to see that politicians of all stripes have come together and spoken with one voice. Hopefully this will lead to concrete action on the part of the government, which, to its credit, has done plenty of positive work on improving IRCC service standards since taking office toward the end of 2015”.

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Immigration experts suggest that Indians apply for L1, EB-5 visas in US

Immigration experts suggest that Indians apply for L1, EB-5 visas in US

Immigration experts suggest that Indians apply for L1, EB-5 visas in US

Immigration experts suggest that Indians apply for L1, EB-5 visas in US

Although the ceiling has been reached for H-1B visas for 2018 in the US, immigration experts say that Indian applicants, who are the largest recipients of those visas, could go in for the L1 and EB-5 visas, say immigration experts.

With Donald Trump administration making it difficult to obtain H-1B visas, the USCIS on 31 March issued a clarification that computer programmers, who seek to be eligible for the H-1B visas, need to prove that theirs is an exclusive occupation.

Lohia, Partner with Davies & Associates, was quoted by the Indo-Asian News Service as saying that companies from Indian will now have to hire American talent or look to hire Indian workers with L1B or L1A visas to relocate to the US.

With L1 visas, foreign workers belonging to the executive, managerial or specialised knowledge category can be the transferred temporarily to the US to be employed with the same employer.

Lohia said that the LI visa will be helpful as many American companies prefer to do business with a local company or someone in the US representing a foreign business house rather than talking directly with the overseas company.

But people with adequate money can apply for the EB-5 visa, he said. According to Lohia, there has recently been a spurt in applications for EB5 visas as many Indians feel that America is a comfortable country to settle down in and it presents more opportunities to expand their operations.

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New changes in the stream of immigration to New Zealand will curb numbers not opportunities

New changes in the stream of immigration to New Zealand will curb numbers not opportunities

New changes in the stream of immigration to New Zealand will curb numbers not opportunities

New changes in the stream of immigration to New Zealand will curb numbers not opportunities

Migration to New Zealand has always been a beneficial factor. People who have made it here have experienced that life is for living where work and life are well balanced. And New Zealand has been the place where the skilled have unlimited opportunities. After a day’s work there is time for family and friends.

Working hard and getting ahead is everyone’s motto whoever migrates to foreign countries. As a matter of fact, New Zealand is a well developed and well-connected country with the best work opportunities for anyone to progress in their individual careers. New Zealand is rated the second in the world for unprecedented work-life balance.

The other side of the coin is going to impose restrictions for skilled migrants henceforth. The primary reason for altering immigration policies for the skilled is the growing numbers of people making it to New Zealand. The new policy would streamline and curb the ongoing pressure. The numbers were 70,000 immigrants each year, perhaps after the new changes will bring the numbers to 7,000 and 15,000 immigrants each year.

The impact on the number of immigrants has had an impact on the growing economy and a lot more was seen on the housing market were the pressure has increased. Besides housing shortages, the road congestions and overcrowding in cities across New Zealand are the key reasons. If the numbers are controlled then the jobs will have locals hired. The vision to enhance the skill level of the locals will be a broader thought to fill the vacancies instead of depending on overseas resources totally.

The contemplation is where there are jobs the eligibility is high skilled perhaps a balance has to be struck to curb the ongoing challenge to streamline immigrants making it to New Zealand. The skills category might have the clause New Zealand first policy, on the other hand, businesses struggle to get skilled workforce. A streamlined review to the whole immigration system would serve the purpose to a larger extent.

The new policies will affect seasonal workforce, as there are going to be limitations on the tenure of stay bringing it to a 3-year stay permit. At the same time, work visas will have a clause which will be a minimum income requirement this will also make it more challenging and stringent for family members as well.

These new changes will strike an apt balance and encourage employers to focus more on Kiwis and invest in the training and facilitation programs to up-skill the locals. Lastly, the new changes will have a toll on the minimum incomes for anyone entering on a prioritised skilled visa.

New Zealand stands unbiased in their word and deed to exclusively contribute towards the growing economy and simultaneously fulfilling the minimum needs of the local employment. The changes might make the road tougher to travel but there is still a way which will improve the quality of migrants making it to New Zealand. In literal terms, the quality of high-skilled workforce will be a demand with curbs on the low skilled workforce.

Where there is a will, there is always a way despite immigrations changes spreading like wildfire. But with the world’s best immigration consultancy everything is possible. We process applications with utmost transparency and relatively the end results have always been an unprecedented success.

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