What to do if you have technical problems
Help with technical problems
Make sure your browser is up-to-date. Older versions of web browsers cannot handle modern web applications and may prevent you from submitting a request. If you’re using a device with a browser installed more than 5 years ago, you will likely have problems.
Clear your browser cache. Some browsers “remember” webpages you’ve visited in the past. That means they show you an older version of the page that can cause problems. To fix this:
- Open your browser
- Clear the browser cache
- Close your browser, then re-open it
Still having problems? We can try to help. Contact our client support team if you need more help.
What to include with your request
Help with what to include with your request
Different Government of Canada institutions may need different information to process your request.
If you’re not sure what to include in your request, contact the ATIP Coordinator of the federal institution you're submitting your request to.
If you don't know who to submit your request to, visit the ATIP Online Request Service page. It has a tool to help you find the institution that is likely to have the information you're looking for.
How to check the status of your request
Help with getting a status update
Option 1: Create an account
If you've created an ATIP Online account and submitted a request using that account, you can use the ATIP Online Request Service to get:
- real-time status updates about when your request is started and finished, including email notifications
- access to a secure, two-way messaging service to talk to an ATIP analyst about your request
Option 2: Contact the institution
If you don’t want to create an account, or if you submitted a request before creating an account, contact the ATIP Coordinator of the institution that you submitted your request to.
How to submit a complaint about your request results or the process
Help with submitting a complaint
If you are not satisfied with how your access to information request is processed or with the records you receive, you can make a complaint to the Office of the Information Commissioner of Canada.
If you are not satisfied with how your personal information request is processed, with the information you receive or with how your personal information has been handled or protected, you can make a complaint to the Office of the Privacy Commissioner of Canada.
You are entitled to complain to the Office of the Information Commissioner of Canada in either of these situations:
- you do not receive a response to your access request within 30 days
- the institution extends the time it has to respond within the allowed period
You have 60 days to submit your complaint, starting from the day after you become aware that you did not receive a response on time.
Once the institution responds to your access request, you must submit any complaint about the response within 60 days after receiving it.
In any other case, you must complain within 60 days after you become aware that you have grounds to complain.
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