Immigration, Refugees and Citizenship Canada Client Support Centre services

We’re focusing on priority enquiries only

We’re deeply concerned with the rapidly evolving situation in Afghanistan. To respond to the high volume of enquiries related to this crisis, we shifted resources in our Client Support Centre. This will impact our response times to some enquiries.

When to contact us

Even if you haven’t heard from us recently, we’re still processing your application. You don’t need to do anything else. If we need more information, we’ll contact you.

We’re currently focusing on these priority enquiries only:

  • You’re in a crisis situation (like those affected by the situation in Afghanistan)
  • You’re facing vulnerable circumstances (emergency and urgent requests)
  • You need to tell us about a change in your circumstances, which has a direct impact on your application (like marriage, birth of a child, or similar)
  • You need to submit documents requested by one of our officers
  • You’re changing your contact information
  • You’re withdrawing an application or requesting a refund

Our agents don’t have access to more information about your case status or processing time than you can access online.

If you don’t have a priority enquiry from the list above, you can

We understand that timely access to client support is important. Thank you for your patience.

Still haven’t found what you’re looking for?

Client Support Centre contact options

  • Web form
  • 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
  • TTY: Call us via the Bell Relay service (BRS): (9 a.m. to 5 p.m. Eastern Standard Time)
    • 1-800-855-0511 (Voice to TTY)
    • 711 (TTY to Voice)
    • 1-800-855-1155 (TTY to TTY)

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