Appendix C – Passport Subordinate Remission Policy

Passport Subordinate Remission Policy (PDF, 215 KB)

C1.1 Context

Under the Service Fees Act, the responsible authority is required to remit a portion of the fee considered appropriate to any affected individual who paid the fee in cases where established service standards have not been met. Departments must establish and implement clear policies and procedures, in alignment with Treasury Board policies and directives, to:

1. Define the circumstances under which service standards are considered unmet.
2. Determine the appropriate remission amount to be issued to fee payers in such cases.

Policies should ensure consistency and transparency in the application of fee remissions.

C1.2 Purpose

The purpose of this operational policy is to outline:

• the fees affected by the policy;
• the proper application of the Passport Program’s service standards;
• the methodology used to determine eligibility for remission; and,
• the remission process.

This policy is to be read in conjunction with Immigration, Refugees and Citizenship Canada’s (IRCC) Departmental Remission Policy Pursuant to the Service Fees Act.

C1.3 Policy Effective Date

This policy takes effect April 1, 2021.

C1.4 Affected Fees

This policy applies to the following passport and travel document processing fees, inclusive of the Consular Services Fee where applicable.

The following service fees are excluded from this policy as per the Low-materiality fees regulations pursuant to the Service Fees Act.

The remission requirement of the Service Fees Act does not apply to expedited services fees. IRCC returns these fees under authorities established by the Financial Administration Act in the event the service is not rendered within the prescribed timeframes outlined in the Passport and Other Travel Documents Regulations.

C1.5 Service Standards

The Passport Program’s service standards define the level of performance that clients can expect to receive under normal circumstances. These standards apply exclusively to complete applications, and include time from when the duly completed application is received by the Program to when the passport or travel document is ready for mailing to the client or available for pick-up. The time to mail passports and travel documents to clients domestically and to missions abroad is not included in the calculation of the service standard’s processing time. Additionally, the service standard does not apply to applications that are withdrawn by the client, or that result in a refusal.

The time an application is on hold is not included in the service standard’s processing time calculation. An application will be placed on hold (i.e. changed to pending status) in the following situations:

1. A passport or travel document application, which has been accepted for processing, may on further review require additional information or documents from the applicant. The application would be placed on pending status until the missing information or document is received.
2. Passport or travel document applications that are considered complex and require additional review. These applications will be placed on pending status while the Program makes a determination. Reasons for referral include, but are not limited to:
   1. applications to replace lost, stolen, damaged or mutilated travel documents;
   2. passport and travel document application for a child that is subject to an adoption process or is partially or fully in the care of a provincial or territorial family services organization in Canada;
   3. passport and travel document application for a child that is subject to separation agreements, court orders or legal proceedings pertaining to custody of, mobility of, or access to the child; or,
   4. other files referred per existing policies and procedures for review.

C1.6 Application

Clients will be remitted the entirety of the application fee paid, including the Consular Service Fee, in cases where the passport or travel document is processed beyond 30 business days. Processing times are measured based on the established service standard methodology.

In the event that a client experiences severe financial loss as a result of a service standard not being achieved, clients can consult the Guide to Claims. Clients should be aware that any claim against the Crown must be net of a remission received.

C1.7 Remission Process

In accordance with the Service Fees Act and the Directive on Charging and Special Financial Authorities, remissions will be issued automatically by IRCC (i.e., clients who are entitled to a remission are not required to submit a request). Pursuant to the Service Fees Act, remissions must be issued before July 1 of the following fiscal year (April 1st to March 31st). Remissions will be issued to clients based on the most current information available to the Passport Program.

C1.8 Exclusions

This policy does not apply to services administered under exceptional circumstances that may impact operations, result in an unforeseeable and significant influx of applications, labour disruption, loss of facility (partial or full), or loss of communications or network capabilities.

Departmental exclusions can be found in the Departmental Remission Policy.

C1.9 Enquiries

For passports and travel documents obtained within Canada, enquiries on remission eligibility or in regards to this policy should be sent to the general enquiries webform.

For passports obtained abroad, enquiries on remission eligibility or in regards to this policy should be directed to IRCC.PPTREFUNDS-REMBOURSEMENTSPPT.IRCC@cic.gc.ca.

C1.10 References

Legislation

• Service Fees Act
• Financial Administration Act

Related policy instruments

• Directive on Charging and Special Financial Authorities
• Directive on Payments
• Policy on Service and Digital
• Guideline on Service and Digital