IRCC Complaints About Immigration Consultants

In June 2017 I wrote an article for Policy Options about how I believed that while the existence of the immigration consultant profession in Canada promoted access to justice reforms were needed to strengthen the weeding out of some unethical behaviour.  One of the things that I recommended was that Immigration, Refugees and Citizenship Canada (“IRCC”) temporarily have the power to refuse to process applications submitted by people represented by consultants whom IRCC has previously determined to be unscrupulous, and that IRCC should also be allowed to levy fines against unscrupulous representatives in certain circumstances.

I recently received the results of an Access to Information Act request where the requester asked to see copies of all complaints sent by IRCC to provincial law societies and the Immigration Consultants of Canada Regulatory Council (the “ICCRC”), the body which regulates immigration consulants.  The results, which were over 13o pages, were astonishing for several reasons.

First, I have previously suspected despite general perception to the contrary that the number of complaints filed against immigration consultants was probably the same as against lawyers.  However, I seem to have been wrong. Based on the Access to Information Act results, it appears that IRCC has never filed a complaint about a lawyer to a provincial law society.  While it is possible that complaints against lawyers simply did not make their way into the Access to Information Act results, or that all of the complaints against lawyers were redacted, this seems unlikely, and at a minimum after reviewing the Access to Information Act results it is clear that the number of complaints that IRCC has made to the ICCRC about unscrupulous consultants dwarfs the number of complaints made about lawyers (which again appears to be none).

Second, the unethical behaviour that IRCC has encountered from unscrupulous representatives ranged from “what was that person thinking” to the truly disturbing.

Finally, the Access to Information Act results make it clear that IRCC is (or at least was previously as things may have changed since the release of the Access to Information Act results) frustrated with the ICCRC disciplinary process.  I know many upstanding immigration consultants who are exasperated with what some of their fellow less ethical colleagues appear to have gotten away with impunity.  These concerned professionals would not be comforted in learning how broken the complaints process between IRCC and the IRCC appears to be.

Examples of Complaints

Not all of the complaints that IRCC made to the ICCRC were related to particularly egregious conduct.  Indeed, some of the actions appear to simply be childish behaviour.  For example, as shown in the screen shots below, one instance involved an immigration consultant who submitted a request for a status update on the reconsideration request for a client whose permanent residence application was refused.

The visa office responded by stating that an immigration officer had reviewed the immigration consultant’s reconsideration request, and that the visa office was maintaining the refusal.

The immigration consultant responded by calling the visa officers assholes.

One can only wonder what was going through this person’s head.

Most of the other complaints that IRCC sent the ICCRC were for much more egregious behavior.  For example, in one case IRCC sent the ICCRC a complaint which contained allegations that an immigration consultant was conspiring with an educational institution to provide fake transcripts to international students who were not attending the school but needed proof of attendance to renew their study permits.  As IRCC’s complaint noted, this constitutes criminal behaviour (s. 127 of IRPA pertains to criminal misrepresentation).

In another case a consultant allegedly counselled his clients who wished to seek asylum in Canada to pretend that they were gay and to even “attend [a] gay pride parade in order to support their claims.”  The issue of the Refugee Protection Division (the “RPD”) occasionally requiring that LGBT claimants prove their sexual orientation is controversial.  The idea that an authorised representative has apparently been recommending that people fabricate their orientation is insulting to everyone who represents legitimate LGBT claimants.

Other examples of complaints that IRCC sent the ICCRC include situations where consultants:

  • advised privately sponsored refugee that he had to pay all resettlement costs;
  • encouraged clients to contact Members of Parliament on the basis that MPs can help expedite applications;
  • fabricated employer reference letters;
  • forged signatures;
  • counselled misrepresentation; and
  • advertised in a way to suggest that they had inside connections at IRCC.

In highlighting all of the above my point is not to disparage all immigration consultants. As I have said repeatedly, many, if not most, immigration consultants are upstanding and provide valuable advice to their clients.  Early on in my practice one of my mentor’s was a licensed consultant.  Rather, in reproducing and summarizing the complaints above my goal is to demonstrate that IRCC has been diligently referring complaints about unethical behaviour on the part of some immigration consultants to the ICCRC.

As well, it is of course necessary to note that all of the complaints that IRCC sent to the ICCRC are allegations.  However, most appear to have been well founded and were substantiated by documentary evidence.

Frustration with the Disciplinary Process

The Access to Information Act results also demonstrated a certain level of frustration amongst IRCC with the ICCRC disciplinary process.  When reading the disclosed documents I was astounded at how IRCC complaints were handled.  I really hope that there is more co-operation than what the Access to Information Act results revealed, or that things have changed, because if not, the current situation is simply depressing.

In almost every instance, the ICCRC Complaints Committee determined that it had decided not to refer an IRCC complaint about unscrupulous behaviour to the ICCRC Disciplinary Committee.  What was very interesting to read was that the letter that the ICCRC representative sent IRCC conveyed the impression that the author didn’t even realize that the complainant was the government.   The ICCRC even informed IRCC, a government agency, that if it wanted a refund for the consultant’s services that IRCC would have to pursue the matter in a local “small claims court.”

Given the ICCRC’s boiler plate responses which often did not seem to even acknowledge that the complainant was the government, it was not surprising then to see that in some of its complaints, IRCC expressed frustration with the ICCRC complaints referral process process.  For example, in one instance, IRCC sent a second complaint to the ICCRC about a particular immigration consultant and expressly stated that the ICCRC’s response to the matter had been insufficient.

In another example, IRCC essentially demanded an explanation for why no action had apparently been taken by the ICCRC against an immigration consultant who had an active arrest warrant for counselling misrepresentation and who had fled the country.

It is also apparent that in response to IRCC’s expressed dissatisfaction with the ICCRC disciplinary process that the ICCRC committed to changing its processes.  Indeed, as shown below, in May 2015 ICCRC legal counsel even met with IRCC to discuss the issue.  The ICCRC subsequently committed to changing how it handles complaints.

While it is possible that these changes have resulted in a more robust disciplinary mechanism, I am skeptical.  For one, many of the e-mails from the ICCRC to IRCC in which the ICCRC treated the government as if it were the client of an immigration consultant post-date the above letter.  As well, at the Standing Committee of Citizenship and Immigration an Assistant Deputy Minister with the Ministry of Immigration, Refugees and Citizenship Canada stated in May 2017 about the ICCRC that:

I don’t think we’re where we need to be yet. I think there are issues with the organization that can be strengthened in terms of its own internal governance, in terms of some of its issues around finance, and thirdly, I think, in terms of sometimes the effectiveness of its own enforcement processes. This includes ensuring timely enforcement that is appropriately calibrated to the nature of the infraction, and ensuring that there’s follow up in those areas.
I think it’s an organization that is, frankly, still finding its feet. It’s still fairly early days and it has made real progress, but, yes, there are areas where it can be strengthened.

I continue to believe that most immigration consultants play a valuable role in ensuring access to justice. I also think that it makes little sense to replace the ICCRC, which is only six years old, with a new regulatory body that has no experience.  However, until the ICCRC “finds its feet” (to quote the Assistant Deputy Minister) Canada’s immigration department should have the ability to sanction or refuse to process applications from consultants that it knows are unethical.  Such a temporary measure would ultimately be in the best interests of the ICCRC, the immigration consulting profession, and the integrity of Canada’s immigration system.


Weeding Out Crooked Immigration Consultants

The following is an article that I wrote for Policy Options.

The first paper that I wrote in law school was about legal ethics. I submitted a seven-page essay arguing that restricting the practice of law to graduates of law school was unethical, given the crisis of access to justice that so many face, and that the free market should instead regulate who can and cannot charge fees to provide legal representation. I got my lowest mark in law school.

The study and practice of law moderated many of my views, and my opinion on who should be able to practise law has been adjusted accordingly. It has become clear to me that those who receive fees in exchange for the provision of legal advice must be regulated, and that in an era of easy Internet marketing, paid-for reviews and fake news, the free market is incapable of performing this role. However, I still believe that access to the ability to practise law should be extended beyond those who have completed three years of law school.

It may not be surprising then that, unlike many immigration lawyers, I do not consider the existence of immigration consultants to be inherently problematic. When I started practising immigration law, a local immigration consultant was an important mentor to me, and some of the most passionate people I know who are advocating for greater justice and fairness in Canada’s immigration system are consultants.

Unfortunately, it is not possible to practise immigration law for long before encountering people who have been the victims of immigration consultants who provided extremely bad representation, ranging from sheer incompetence to fraud. In many other cases, the prospective immigrants were not victims of fraudulent consultants but willing participants in their schemes. What’s more, it is also apparent that many unscrupulous immigration consultants do not fear any consequences from their regulator and seemingly act with impunity.

I do empathize with their regulator, the Immigration Consultants of Canada Regulatory Council (ICCRC). In 2003, the Canadian Society of Immigration Consultants (CSIC) was established as the first independent governing body of the immigration consulting profession. In 2008, the House of Commons Standing Committee on Citizenship and Immigration determined that the CSIC was not providing adequate regulation, and in 2011 the CSIC was replaced by the ICCRC. Now, in June 2017, the same parliamentary committee has determined that the ICCRC is not doing a sufficient job of regulating consultants and protecting the public, and has again recommended that a new regulatory body be created. It is not difficult to envision this cycle repeating itself every five years.

The deficiencies of the ICCRC are constantly contrasted with the strengths of provincial law societies, which hardly seems fair given that most provincial law societies are over a hundred years old, while the ICCRC has existed for only six. Perhaps the best approach that the government could take to the regulation of immigration consultants is to allow the consultants’ regulatory body time to gain experience and mature.

However, until the immigration consulting profession demonstrates that it can be effectively self-regulated, the government must act to protect the public from unscrupulous and incompetent consultants. The people who would benefit most are the many hard-working immigration consultants who constantly see their profession’s reputation dragged through the mud.

The Royal Canadian Mounted Police and the Canada Border Services Agency are both responsible for investigating licensed immigration consultants who engage in fraud. A representative of the CBSA recently told the House of Commons Standing Committee on Citizenship and Immigration:

We have just over 200 criminal investigators across Canada who are responsible for investigating an array of crimes under IRPA [Immigration and Refugee Protection Act], as well as under the Customs Act. As a result, we use a tiered process with respect to issues that involve consultants. Generally, we go after individuals, or investigate individuals, who are the organizers of, let’s say, mass misrepresentation or mass fraud, rather than the one-offs. In terms of how we’re approaching this, we are looking at where the greatest deterrent could occur. We are looking at the big organizers, rather than the individual who may have provided information for profit in one case, and so forth. I do believe that we are using the resources that we have to the best of our ability, based on a risk profile.

It is understandable that the CBSA would want to pursue the most flagrant ethical breaches, such as the misdeeds of a Vancouver “ghost” (unlicensed) consultant who recently went to jail for eight years after putting fraudulent passport stamps in people’s passports. But the cumulative effect of the everyday misrepresentations — including, as recently reported by the CBC, consultants facilitating the illegal charging of fees by employers to employees for jobs — is just as great a threat to the integrity of Canada’s immigration system.

Criminal prosecutions require a high level of proof, and the criminal justice system has limited investigatory and prosecutorial resources. In any case, incompetent (as opposed to fraudulent) representation would not result in criminal charges. So, in seeking ways to protect the public, Immigration, Refugees and Citizenship Canada (IRCC) and the Immigration and Refugee Board (IRB) must look beyond the criminal justice system.

There are several other measures that IRCC and the IRB can take.

First, the government should amend the Immigration and Refugee Protection Regulations to provide IRCC with the power to temporarily refuse to process applications submitted by people represented by consultants whom IRCC has previously determined to be unscrupulous. Prospective immigrants should be advised that the processing of their applications will not continue until they retain new representatives. IRCC should also be allowed to charge fines. IRCC has already implemented both bans and fines to penalize employers who misrepresent themselves in applications to hire foreign workers. These have proven to be excellent deterrents, and the same principles and techniques could be utilized to deter fraud by consultants.

This is not to suggest that IRCC should become a permanent regulatory body for consultants, as some people have suggested. It is crucial that immigration consultants be able to be passionate advocates for their clients, including those accused by the government of being inadmissible to Canada and those who are clearly being deliberately blocked by the bureaucracy even though they are legally qualified to immigrate. If IRCC becomes both the visa adjudicator and the regulator of consultants, many consultants would likely be wary of aggressively challenging it. However, until immigration consultants fear crossing their regulator as much as lawyers fear breaching the rules of their respective law societies, the IRCC should have the ability to refuse to interact with known unscrupulous consultants.

Second, the IRB should be given the power to refuse to allow certain consultants to appear before it. An IRB official recently told the Standing Committee on Citizenship and Immigration:

Board members use a kind of compensatory mechanism in a hearing room. If they’re dealing with a consultant who is not able to present the client’s case, they get drawn into the arena and they have to start eliciting the evidence. It’s not something a lot of members like to do, but sometimes they feel they have to do that in order for the case to go ahead that day and for there not to be a miscarriage of justice.

This is a tremendous waste of scarce resources. The Immigration and Refugee Board should be able to simply refuse to allow incompetent consultants to represent clients before it. The IRB should work with the regulator to develop appropriate standards and testing that any consultants who wish to appear before it must pass.

Third, a significant obstacle to combatting fraud by consultants is that prospective immigrants who learn that they committed misrepresentation in an application because of poor advice fear lodging complaints against their representatives; they believe, often accurately, that they may be considered complicit in misrepresentation and could be removed from Canada or barred from entering. IRCC should allow such persons to correct their applications without fear of being barred from Canada for five years, which is the current penalty for any misrepresentation. While granting entry to someone who misstated a fact in an application may leave a bad taste in IRCC’s mouth, making progress against fraud by consultants should provide some satisfaction in compensation.

Finally, one of the principal reasons that people hire third-party representatives is language barriers. Most applicants in Canada’s economic-immigration programs must demonstrate a certain level of fluency in English or French, but this is not the case in Canada’s family reunification programs. People applying to immigrate under family reunification who do not speak either language are especially vulnerable to receiving bad advice, because they often do not understand the forms they must fill out. IRCC should provide as many of its forms as possible in the greatest number of languages possible. Any online forms should be able to connect to free translating services like Google Translate. When applicants can communicate with IRCC in their own language, unscrupulous consultants will be much less able to provide information on forms that does not reflect what their clients told them, and applicants will be less able to claim that they did not know what an immigration consultant wrote on their behalf.

In my experience, the majority of immigration consultants are ethical and provide very valuable services. It is they, frankly, who have been let down by both the government and their regulator. They deserve better, and well-considered actions are needed to remove the bad individuals who are ruining their profession’s reputation.