Immigration, Refugees and Citizenship Canada (IRCC) service standards

From: Immigration, Refugees and Citizenship Canada

This report covers the 2017 to 2018 fiscal year. A fiscal year runs from April 1 to March 31.

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Factors that affect our service standards include:

  • changes in policy and how we operate
  • factors beyond our control (for example: natural disasters, conflicts in certain regions, incomplete applications, or if we need for additional information)

Passport services

The service standards for the Passport program are only for applications that are complete and have no issues/errors. They don’t include the time for:

  • you to send your application to us
  • us to send your passport to you
  • security and background checks

Select a passport service to see its service standards:

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 2017-2018: processed 99.71% 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 2017-2018: processed 99.67% 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 2017-2018: processed 99.51% 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

  • Our service standard: process applications within 20 business days
  • Our target: meet the standard for at least 90% of submitted applications
  • Our performance in 2017-2018: processed 85.58% 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 2017-2018: processed 98.05% 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 2017-2018: processed 98.90% 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 2017-2018: processed 95.87% 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 2017-2018: processed 97.35% of applications within the standard

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

Expedited services in Canada

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 2017-2018: processed 99.53% 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 2017-2018: processed 99.94% 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 2017-2018: processed 99.77% 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 2017-2018: processed 96.91% 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; or
    • if you request the stamp after we issue the passport or travel document: 10 business days
  • Our target: meet the standard for at least 90% of submitted applications
  • Our performance in 2017-2018: unavailable
  • We introduced this service standard in July 2013 and last reviewed them 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 2017-2018: processed 98.48% of applications within the standard
  • We introduced this service on March 31, 2014 and last reviewed them in June 2018

File transfers between offices in Canada

  • Our service standard: process applications within 3 business days
  • Our target: meet the standard for at least 90% of submitted applications
  • Our performance in 2017-2018: processed 98.89% of applications were processed within the 3 business days standard
  • We introduced this service on March 31, 2014 and last reviewed them in June 2018

Temporary residence applications

The temporary residence programs include work permit, study permit, visitor visa and electronic travel authorization (eTA) to visit Canada.

The service standards are only for applications with complete information and supporting documents.

Select a temporary residence application to see its service standard:

Work permit

Work permit applications submitted outside Canada: All programs (excluding Live-in Caregiver Program)

  • Our service standard: process applications within 2 months
  • Our target: meet the standard for at least 80% of submitted applications
  • Our performance in 2017-2018: processed 89% of applications within the standard
  • We introduced this service standard in September 2011

Work permit applications under Live-in Caregiver Program submitted outside Canada

  • Our service standard: process applications within 16 months
  • Our target: meet the standard for at least 80% of submitted applications
  • Our performance in 2017-2018: processed 94% of applications within the standard (14% improvement compared to 2016-2017)
  • We introduced this service standard in September 2011

Work permit applications submitted in Canada: new and same employer

  • Our service standard: process applications within 4 months
  • Our target: meet the standard for at least 80% of submitted applications
  • Our performance in 2017-2018: processed 97% of applications within the standard
  • We introduced this service standard in September 2011

Work permit applications under International Experience Canada

  • Our service standard: process applications within 8 weeks (56 days or less)
  • Our target: meet the standard for 100% of submitted applications
  • Our performance in 2017-2018: processed 94% of applications within the standard
  • We reviewed this service standard in June 2018

Economic

Issuance of opinion to employers on exemption from a Labour Market Impact Assessment

  • Our service standard: issue opinions to employers within 14 days
  • Our target: meet the standard for 80% of submitted applications
  • Our performance in 2017-2018: processed 89% 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 2 months
  • Our target: meet the standard for at least 80% of submitted applications
  • Our performance in 2017-2018: processed 92% of applications within the standard

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

  • Our service standard: process applications within 4 months
  • Our target: meet the standard for at least 80% of submitted applications
  • Our performance in 2017-2018: processed 99% of applications within the standard

We introduced these service standards in September 2011.

Visitor visa and electronic travel authorization (eTA)

New visitor visa applications submitted outside Canada

  • Our service standard: process applications within 2 weeks
  • Our target: meet the standard for at least 80% of submitted applications
  • Our performance in 2017-2018: processed 66% of applications within the standard (80% of files were processed in 22 days or less)
  • We introduced this service standard in September 2011

New parent and grandparent Super Visa applications submitted outside Canada

  • Our service standard: process applications within 16 weeks
  • Our target: meet the standard for at least 80% of submitted applications
  • Our performance in 2017-2018: processed 88% of application within the standard
  • We introduced this service standard in November 2016

Electronic Travel Authorizations (eTA)

  • Our service standard:
    • give automated approvals within 5 minutes for most applicants.
    • if applicants don’t receive a decision within 5 minutes, our goal is to send a correspondence with next steps within 72 hours.
  • Our target: meet the standard for at least 80% of submitted applications
  • Our performance in 2017-2018:
    • met the 5 minutes service standard 99% of the time
    • met the 72 hours service standard 94% 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 (such as Federal Skilled Workers, Provincial Nominees and more) and family sponsorship.

The service standards are only for applications with complete information and supporting documents.

Select a permanent residence application to see its service standard:

Initial permanent resident card

  • Our service standard: issue an initial permanent resident card within 2 months (from the time the confirmation of permanent residence form is 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 2017-2018: unavailable
  • We introduced this service standard in April 2010

Economic class

Canadian Experience Class (via Express Entry)

  • Our service standard: process electronic applications within 6 months
  • Our target: meet the standard for at least 80% of submitted applications (within the approved annual immigration levels plan)
  • Our performance in 2017-2018: processed 94% of applications within the standard
  • We introduced this service standard in March 2015

Federal Skilled Worker Program (via Express Entry)

  • Our service standard: process electronic applications within 6 months
  • Our target: meet the standard for at least 80% of submitted applications (within the approved annual immigration levels plan)
  • Our performance in 2017-2018: processed 93% of applications within the standard
  • We introduced this service standard in March 2015

Provincial Nominee Program (Paper Applications)

  • Our service standard: process all paper applications within 11 months (doesn’t include the time it takes the province or territory to process)
  • Our target: meet the standard for at least 80% of submitted applications (within the approved annual immigration levels plan)
  • Our performance in 2017-2018:
    • processed 17% of applications within the 11 months standard
    • processed 80% of applications in 18 months or less
  • We introduced this service standard in September 2011 and revised it in March 2015

Provincial Nominee Program (via Express Entry)

  • Our service standard: process electronic applications within 6 months (doesn’t include the time it takes the province or territory to process)
  • Our target: meet the standard for at least 80% of applications submitted (within the approved annual immigration levels plan)
  • Our performance in 2017-2018: processed 76% of applications within the standard
  • We introduced this service standard in March 2015

Quebec-selected Skilled Workers Program

  • Our service standard: process applications within 11 months (doesn’t include the time it takes the province to process)
  • Our target: meet the standard for at least 80% of applications submitted
  • Our performance in 2017-2018: 31% of applications were processed within the 11 month standard. 80% of applications were processed in 15 months or less
  • We introduced this service standard in September 2011

Skilled Trades Program (via Express Entry)

  • Our service standard: process electronic applications within 6 months (doesn’t include the time it takes the province to process)
  • Our target: meet the standard for at least 80% of applications submitted (within the approved annual immigration levels plan)
  • Our performance in 2017-2018: processed 83% of applications within the standard
  • We introduced this service standard in March 2015

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 applications submitted
  • Our performance in 2017-2018: processed 73% of applications within the standard
    • processed 80% of all applications in 15 months
    • processed 80% of applications received since December 2016 in less than 12 months
    • We expect faster processing as we finalize applications from before December 2016
  • We introduced this service standard in April 2010

Citizenship applications

The citizenship program includes citizenship grant applications and Right of Citizenship. The Right of Citizenship is part of the citizenship grant process.

The service standards are only for applications with complete information and supporting documents.

Citizenship grant applications – Adults & Minors

  • Our service standard: process applications within 12 months
  • Our target: meet the standard for at least 80% of submitted applications
  • Our performance in 2017-2018: processed 92% of applications within the standard
  • We introduced this service standard in November 2015

Right of Citizenship

  • Our service standard: issue the Right of Citizenship within 4 months (between the date we grant citizenship and the date we first send the invitation to the citizenship ceremony)
  • Our target: meet the standard for at least 80% of applications submitted
  • Our performance in 2017-2018: will be available in 2019-2020 fiscal year report
  • We introduced this service standard in June 2018
  • Right of Citizenship is part of the citizenship grant process

Grants and contributions

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

The service standards are only for applications with complete information and supporting documents.

Confirmation that we’ve received the proposals

  • Our service standard: send confirmation that we receive the proposals within 10 calendar days after the closing date of the Call for Proposals
  • Our target: meet the standard for at least 80% of submitted applications
  • Our performance in 2017-2018: no Calls for Proposals in this fiscal year

Confirmation of eligibility for funding

  • Our service standard: tell applicants in writing of their eligibility for funding within 40 calendar days after the closing date of the Call for Proposals
  • Our target: meet the standard for at least 80% of applications submitted
  • Our performance in 2017-2018: no Calls for Proposals in this fiscal year

Funding decisions

  • Our service standard: tell applicants within 125 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 2017-2018: no Calls for Proposals in this fiscal year

We introduced these service standards in April 2010.

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

Other services

The service standards are only for applications with complete information and supporting documents.

Verification of Status or a Replacement of an Immigration Document

  • Our service standard: process applications within 6 months if the applicants are eligible
  • Our target: meet the standard for at least 80% of submitted applications
  • Our performance in 2017-2018: will be available in 2019-2020 fiscal year report
  • We introduced this service standard in June 2018

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