The IRCC Call Center

13th Sep 2019 Comments Off on The IRCC Call Center

Immigration, Refugees and Citizenship Canada (“IRCC“) has a call-center to provide customer service. The information is here:

Telephone: 1-888-242-2100 (in Canada only)

  • Automated telephone service (available 24 hours a day, 7 days a week)
    If you have a touch-tone telephone, you can listen to pre-recorded information about our programs, and check the status of your application.
  • Client Support Centre agents – Monday to Friday, 8 a.m. to 4 p.m., your local time, except for statutory holidays. Services are available in French and English.

    Agents can help you with general and case specific enquiries. They cannot:

    • make decisions on applications
    • help process applications faster, unless you meet the criteria for urgent processing

Relying on the Call Center 

In Ni v. Canada (Citizenship and Immigration), 2014 FC 725, the IRCC call-center instructed an applicant to provide a certain document, and made a representation that this would result in the approval of the application.  The applicant did just that, and the application was refused.  Justice Brown wrote:

… the failure of justice in this case arises solely from the Applicant following CIC’s instructions. Therefore, as between these two parties, responsibility must fall on the party who directed the erroneous course of conduct, which is in this case is CIC through its call centre. The Applicant cannot be required to suffer the loss of her PGWP, loss of temporary student resident status and her immediate removal from Canada, simply because she followed CIC’s instructions even though those turned out to be incorrect.

Contacting the IRCC Call Center

When the IRCC call-center e-mails someone, it is important that applicants follow their instructions.

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