Applicants requiring special assistance

This section contains policy, procedures and guidance used by IRCC staff. It is posted on the department’s website as a courtesy to stakeholders.

The biometrics enrolment operator or other staff member may assist an applicant with providing their biometric information if the applicant requires and agrees with being given assistance.

The biometrics enrolment operator may also allow any responsible adult (a person aged 18 years or older) to assist. In such situations, the biometrics enrolment operator must

  • be satisfied that the applicant is genuinely unable to provide biometric information unassisted
  • ensure that the person assisting does not interfere with the collection process
  • ensure that neither the applicant nor the person assisting attempts any activity with the intention of providing fraudulent or erroneous biometric information
  • ensure that the person assisting does not place their hands directly on the applicant’s hands when assisting with fingerprint enrolment

The name of the person assisting and their relationship to the applicant must be recorded by the biometrics enrolment operator in the Canadian Immigration Biometric Identification System (CIBIDS) notes. This information will be displayed in the Global Case Management System (GCMS), under “Biometrics Activity Notes”. If a visa application centre operator or other staff member assists the applicant, they must state it in the notes to be used as reference for the video monitoring system video.

As the system used at United States (U.S.) application support centers does not have a notes function, the U.S. Citizenship and Immigration Services officer can send an email to the Biometrics Operational Support Unit (BOSU) at Immigration, Refugees and Citizenship Canada headquarters if the officer wishes to provide information regarding an enrolment error or system error that would require the applicant to re-enrol their biometrics. The BOSU will then take the appropriate actions to ensure that the applicant is aware of the need to re-enrol.

The Canada Border Services Agency (CBSA) port of entry LiveScan system does not have the functionality to record notes; however, CBSA officers do have access to other systems, including GCMS, to provide any pertinent information they deem necessary.


Applicants under the age of 18 years must be accompanied by a responsible person over the age of 18 years when they provide their biometric information.

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