Immigration, Refugees and Citizenship Canada service standards

From: Immigration, Refugees and Citizenship Canada

This report covers the 2021-2022 fiscal year. A fiscal year runs from April 1 to March 31.

Services for Canadians in Canada

Passport application in person at a Passport Canada office

• Our service standard: process applications within 10 business days
• Our target: meet the standard for at least 90% of submitted applications
• Our performance in 2021-2022: processed 93% of applications within the standard

Passport application by mail

• Our service standard: process applications within 20 business days
• Our target: meet the standard for at least 90% of submitted applications
• Our performance in 2021-2022: processed 76% of applications within the standard

Passport application in person at a receiving agent

• Our service standard: process applications within 20 business days
• Our target: meet the standard for at least 90% of submitted applications
• Our performance in 2021-2022: processed 52% of applications within the standard

We introduced these service standards in July 2013 and last reviewed them in June 2018.

Services for Canadians outside of Canada

Regular passport application at a Government of Canada office abroad

• Our service standard: process applications within 20 business days
• Our target: meet the standard for at least 90% of submitted applications
• Our performance in 2021-2022: processed 94% of applications within the standard

Temporary passport

• Our service standard: process applications within 20 business days
• Our target: meet the standard for at least 90% of submitted applications
• Our performance in 2021-2022: processed 99% of applications within the standard

Emergency travel document

• Our service standard: process applications within 20 business days
• Our target: meet the standard for at least 90% of submitted applications
• Our performance in 2021-2022: processed 97% of applications within the standard

We introduced these service standards in July 2013 and last reviewed them in June 2018.

Services for non-Canadians in Canada

Certificate of identity

• Our service standard: process applications within 20 business days
• Our target: meet the standard for at least 90% of submitted applications
• Our performance in 2021-2022: processed 15% of applications within the standard

Refugee travel document

• Our service standard: process applications within 20 business days
• Our target: meet the standard for at least 90% of submitted applications
• Our performance in 2021-2022: processed 12% of applications within the standard

We introduced these service standards in July 2013 and last reviewed them in June 2018.

Expedited services in Canada - Passport

Urgent service

• Our service standard: process applications by the end of the next business day
• Our target: meet the standard for at least 90% of submitted applications
• Our performance in 2021-2022: processed 98% of applications within the standard

Express service

• Our service standard: process applications within 2 to 9 business days
• Our target: meet the standard for at least 90% of submitted applications
• Our performance in 2021-2022: processed 99% of applications within the standard

Pick-up service

• Our service standard: process applications within 10 business days
• Our target: meet the standard for at least 90% of submitted applications
• Our performance in 2021-2022: processed 97% of applications within the standard

Same day out of regular hours of service

• Our service standard: process applications within the same day
• Our target: meet the standard for at least 90% of submitted applications
• Our performance in 2021-2022: processed 97% of applications within the standard

We introduced these service standards in July 2013 and last reviewed them in June 2018.

Administrative services

Addition of a special stamp

• Our service standard if you request the stamp with the passport or travel document:
  • same processing time as the passport or travel document
• Our service standard if you request the stamp after we issue the passport or travel document:
  • process applications within 10 business days
• Our target: meet the standard for at least 90% of submitted applications
• Our performance in 2021-2022: no special stamps issued this fiscal year

We introduced this service standard in March 2014 and last reviewed it in June 2018.

Certified true copy of a travel document

• Our service standard: process applications within 10 business days
• Our target: meet the standard for at least 90% of submitted applications
• Our performance in 2021-2022: processed 90% of applications within the standard

We introduced this service standard in March 2014 and last reviewed it in June 2018.

File transfers between offices in Canada

• Our service standard: transfer within 3 business days (from office that accepts application to office that delivers passport)
• Our target: meet the standard for at least 90% of file transfers
• Our performance in 2021-2022: transferred 72% of applications within the standard

We introduced this service on March 2014 and last reviewed them in June 2018.

Temporary residence applications

Work permit

Work permit applications submitted outside Canada: All programs (excluding International Experience Canada)

• Our service standard: process applications within 60 days
• Our target: meet the standard for at least 80% of submitted applications
• Our performance in 2021-2022: processed 71% of applications within the standard

We introduced this service standard in September 2011 and reviewed it in February 2019.

Work permit extensions submitted in Canada

• Our service standard: process applications within 120 days
• Our target: meet the standard for at least 80% of submitted applications
• Our performance in 2021-2022: processed 75% of applications within the standard

We introduced this service standard in September 2011 and reviewed it in February 2019.

Work permit applications under International Experience Canada

• Our service standard: process applications within 56 days or less
• Our target: meet the standard for 100% of submitted applications
• Our performance in 2021-2022: processed 78% of applications within the standard

We introduced this service standard in September 2013 and reviewed it in June 2018.

Economic

Issuance of opinions to employers on exemption from labour market impact assessment or work permit

• Our service standard: issue opinions to employers within 14 days
• Our target: meet the standard for 80% of submitted applications
• Our performance in 2021-2022: processed 85% of applications within the standard

We introduced this service standard in April 2010.

Study permit

New study permit applications submitted outside Canada

• Our service standard: process applications within 60 days
• Our target: meet the standard for at least 80% of submitted applications
• Our performance in 2021-2022: processed 64% of applications within the standard

Study permit (new permit and extension) applications submitted in Canada

• Our service standard: process applications within 120 days
• Our target: meet the standard for at least 80% of submitted applications
• Our performance in 2021-2022: processed 94% of applications within the standard

We introduced these service standards in September 2011 and reviewed them in February 2019.

Visitor visa and electronic travel authorization (eTA)

New visitor visa applications submitted outside Canada

• Our service standard: process applications within 14 days
• Our target: meet the standard for at least 80% of submitted applications
• Our performance in 2021-2022: processed 36% of applications within the standard

We introduced this service standard in September 2011 and reviewed it in February 2019.

New parent and grandparent super visa applications submitted outside Canada

• Our service standard: process applications within 112 days
• Our target: meet the standard for at least 80% of submitted applications
• Our performance in 2021-2022: processed 72% of application within the standard

We introduced this service standard in November 2016 and reviewed it in February 2019.

Electronic travel authorizations (eTA)

• Our service standard:
  • give automated approvals within 5 minutes for most applicants or
  • send correspondence with next steps within 72 hours if applicants don’t receive a decision within 5 minutes
• Our target: meet the standard for at least 80% of submitted applications
• Our performance in 2021-2022:
  • met the 5-minute standard 99% of the time
  • met the 72-hour standard 81% of the time

We introduced this service standard in March 2018.

Permanent residence applications

The permanent residence programs include initial permanent residence card, economic class (including the Federal Skilled Worker Program, the Provincial Nominee Program and more) and family sponsorship.

The service standards apply only to applications with complete information and supporting documents.

Select a permanent residence application to see its service standard:

• Initial permanent residence card
• Economic class
• Family sponsorship

Initial permanent resident card

• Our service standard: issue an initial permanent resident card within 60 days of confirming that a permanent residence form has been completed at a port of entry or at an IRCC inland office
• Our target: meet the standard for at least 80% of submitted applications
• Our performance in 2021-2022: processed 61% of applications within the standard

We introduced this service standard in April 2010 and reviewed it in February 2019.

Economic class

Canadian experience class (via Express Entry)

• Our service standard: process electronic applications within 180 days
• Our target: meet the standard for at least 80% of submitted applications (within the approved annual immigration levels plan)
• Our performance in 2021-2022: processed 71% of applications within the standard

We introduced this service standard in March 2015 and reviewed it in February 2019.

Federal Skilled Worker Program (via Express Entry)

• Our service standard: process electronic applications within 180 days
• Our target: meet the standard for at least 80% of submitted applications (within the approved annual immigration levels plan)
• Our performance in 2021-2022: processed 0% of applications within the standard

We introduced this service standard in March 2015 and reviewed it in February 2019.

Provincial Nominee Program (paper applications)

• Our service standard: process all paper applications within 11 months (which doesn’t include the province or territory’s processing time)
• Our target: meet the standard for at least 80% of submitted applications (within the approved annual immigration levels plan)
• Our performance in 2021-2022: processed 19% of applications within the standard

We introduced this service standard in September 2011 and reviewed it in February 2019.

Provincial Nominee Program (via Express Entry)

• Our service standard: process electronic applications within 180 days (which doesn’t include the province or territory’s processing time)
• Our target: meet the standard for at least 80% of submitted applications (within the approved annual immigration levels plan)
• Our performance in 2021-2022: processed 20% of applications within the standard

We introduced this service standard in March 2015 and reviewed it in February 2019.

Quebec-selected skilled worker program

• Our service standard: process applications within 11 months (which doesn’t include the province’s processing time)
• Our target: meet the standard for at least 80% of submitted applications
• Our performance in 2021-2022: processed 5% of applications within the standard

We introduced this service standard in September 2011 and reviewed it in February 2019.

Federal Skilled Trades Program (via Express Entry)

• Our service standard: process electronic applications within 180 days (which doesn’t include the province or territory’s processing time)
• Our target: meet the standard for at least 80% of submitted applications (within the approved annual immigration levels plan)
• Our performance in 2021-2022: processed 0% of applications within the standard

We introduced this service standard in March 2015 and reviewed it in February 2019.

Family sponsorship

Family Class Priority (Overseas – spouses, common-law partners, conjugal partners and dependent children)

• Our service standard: process applications within 12 months
• Our target: meet the standard for at least 80% of submitted applications
• Our performance in 2021-2022: processed 53% of applications within the standard

We introduced this service standard in April 2010.

Citizenship grant applications (becoming a Canadian citizen)

The citizenship grant process includes citizenship grant applications and right of citizenship.

The service standards apply only to applications with complete information and supporting documents.

Citizenship grant applications – Adults and minors

• Our service standard: process applications within 12 months
• Our target: meet the standard for at least 80% of submitted applications
• Our performance in 2021-2022: processed 9% of applications within the standard

We introduced this service standard in November 2015.

Right of citizenship

• Our service standard: invite applicants to a citizenship ceremony within 4 months of approving their application
• Our target: meet the standard for at least 80% of submitted applications
• Our performance in 2021-2022: processed 83% of applications within the standard

We introduced this service standard in June 2018.

Grants and contributions

Grants and contributions service standards include how long it takes for us to

• confirm if we’ve received the proposal
• tell the applicants if they’re eligible for funding
• make a funding decision

The service standards apply only to applications with complete information and supporting documents.

Funding decisions

• Our service standard: tell applicants within 140 calendar days of the close of the call for proposals
  • if their application will proceed for negotiation of a contribution agreement between us and the submitting party or
  • if we need more time to decide
• Our target: meet the standard for at least 80% of submitted applications
• Our performance in 2021-2022: decision letters provided for 100% of applications within 140 calendar days

We introduced this service standard in April 2010 and reviewed it in February 2019.

Unsolicited proposals – Concept submission decision

• Our service standard: tell applicants within 45 calendar days of the decision made regarding their concept submission
• Our target: meet the standard for at least 80% of submitted applications
• Our performance in 2021-2022: decision received regarding concept submission for 100% of applications within 45 days

Unsolicited proposals – Proposal submission decision

• Our service standard: tell applicants within 60 calendar days of the decision made regarding their proposal submission
• Our target: meet the standard for at least 80% of submitted applications
• Our performance in 2021-2022: decision received regarding proposal submission for 100% of applications within 60 days

We introduced these service standards in February 2019.

If you have any questions about your submission for funding, you can send an email to CFP-ADP@cic.gc.ca.

Other services

The service standards apply only to applications with complete information and supporting documents.

Verification of status or immigration document replacement

• Our service standard: process applications of eligible applicants within 180 days
• Our target: meet the standard for at least 80% of submitted applications
• Our performance in 2021-2022: processed 74% of applications within the standard

We introduced this service standard in June 2018.

Client Support Centre

Email enquiries

• Our standard: acknowledge receipt of web form enquiries (emails) within 1 business day, and answer them within 3 business days

  This applies only to email enquiries that do not require coordination with other offices or additional follow-up. Others will be responded to case by case.

• Our target: meet this standard 80% of the time
• Our performance in 2020-21: answered 30% of web form enquiries within 3 business days

We introduced this service standard in December 2019.

Telephone enquiries

• Our standard: 50% of calls requesting an agent reach the wait queue and clients wait 30 minutes or less once in the queue
• Our target: meet this standard 80% of the time
• Our performance in 2020-21: 26% of calls requesting an agent reached the wait queue and 45% of these waited for 30 minutes or less

We introduced this service standard in December 2019.