While I do not speak for anyone else, to be clear my posts are IN NO WAY about "justifying" what IRCC does. I do my best to analyze and explain what I know about how the process works, and hopefully provide information which will help some better navigate the process or at least better understand what is happening.I fully understand that some people might want to help by justifying what IRRCC does . . .
I do not claim to entirely let alone perfectly know how the process works, and indeed there is a great deal I do not know. There is a great deal about the process which is confidential and not disclosed to the public.
In contrast, there is a steady stream of misleading, oft times outright false information about the process spewed in this forum. For example:
This is NOT at all true. How it goes in an individual case depends far, far more on the particular information, the facts, in that case. This is readily illustrated by the fact that the process flows roughly similarly for the vast majority of qualified applicants who submitted a proper, complete, and accurate application which readily indicates, on its face, the applicant is qualified. Sure, the actual timeline in the specific case varies considerably, but the vast majority of these applicants will go through the entire process within a range that is APPROXIMATELY two to three times as long as the fastest timeline for a sizable share of them.Experience shows that almost everything depends on the agent that handles the case.
This varies.
In particular, while it probably is not far off the long term general range, this too is not correct:
To be clear, when I applied for citizenship, complex cases, and more than a few routine cases, were generally taking LONGER than TWO YEARS. Many RQ'd cases were in process THREE YEARS and longer. In contrast, during periods of time not involving backlogs or circumstances otherwise causing major slowdowns in processing, the median timeline has often dropped to six to eight months.A case normally does not take more than 9 to 12 months to process even if it’s a complex case and after doing all the checks and clearances.
But historically the median timeline has varied and varied rather extensively. There have been many periods of time when something or other has dramatically slowed the process, such as currently it is apparent that IRCC is still adjusting to the huge influx of applications in the last quarter of 2017 and a general increase in the number of applications throughout the year. In contrast, there have been other periods of time when something has resulted in much faster timelines, such as in late 2015 and into 2016 when the flow of new applications declined to a mere trickle due to the changes dramatically reducing the pool of qualified applicants implemented in June 2015.
This statement is largely true. But that is specifically dependent on it being in the disjunctive (and it is the valid second disjunct which makes this statement true). That is, it is true because for all but maybe two or five days in the entire process, any given application is "not being worked on at all," because it is simply sitting in a queue. Waiting. Nobody taking any action on it at the time. For weeks and months at a time.So, basically any case that has gone over 12 months (with very very few exceptions) is either being handled by one of those useless agents or is not being worked on at all.
It is NOT likely there is more than an isolated "useless agent." (Otherwise, gratuitous slurs are what they are, and not worth much.)
And while there are, undoubtedly, occasions in which applications are slowed down by this or that agent's incompetence or neglect or mistake (as my signature states: "Bureaucracy is what bureaucracy does . . .") the longer timelines are nonetheless still about the amount of time the application is in queue. Anyone who has worked with government agencies much, let alone in government, is well acquainted with how this goes. In fact, experience in schools is sufficient, recognizing that even second and third graders generally are familiar with the concept of waiting in line.
Which in the citizenship application process means that any extra task along the way can result in a significantly longer wait, since the extra task often means the application is put into another queue where it will wait until someone does that task, and citizenship application queues tend to be more in the range of months than days or weeks. Thus, even small, quickly done tasks, can add a lot of time to the overall timeline, and these can add up so that one applicant's case takes many months longer than another applicant with a nonetheless rather similar case.
As for the role of the Help Centre Agents:
With some important differences, the IRCC Help Centre agents perform functions roughly similar to call centre, customer service, and help line support services in other contexts. Yes, the standard level of competence in these positions tends to be at the lower end, and the services provided tend to be relatively shallow. But such services are widely used and in many ways relied on, and for many people these services are important.
Relative to inquiries by citizenship applicants they mostly provide:
-- FAQ like responses (which is important for many people who cannot navigate online information and FAQs as easily as the rest of us; many times people do not know what question to ask and need the assistance of a live person to help them frame their question so as to get information they need or directed to a source or form that will be helpful)
-- Status verification queries if and when there is an actual question about status
-- Status verification queries if and when there is an actual question about status
Unfortunately, as evidenced by scores and scores of posts in this forum, IRCC is continually besieged by status verification queries which are no more than "Are we there yet?" And yes, again, to the extent this evokes images of impatient children in the backseat on a long road trip, sorry, that is pretty much how it is.
The Help Centre Agents are NOT a good resource for complex questions, hypothetical questions, or questions otherwise dependent on conditional or contingent premises. They may attempt to help, but these kinds of questions are really asking for an OPINION, and that is not their job. Those who want an opinion, whether about their own case, or about a hypothetical situation, should consult with a lawyer. Lawyers like getting paid to espouse opinions.
Additional observation about (erroneous) comments like "Experience shows that almost everything depends on the agent that handles the case."
I do not have a direct quote handy, but in the PR conference someone similarly railing about IRCC incompetence recently complained about the timeline for processing PR card applications, in effect demanding that IRCC do something to improve and accelerate processing timelines. The irony, however, was this person, in the very same post, acknowledged omitting a client number and other information in the PR card application.
Let's be clear: the vast majority of qualified applicants who properly, completely, and accurately submit an application are generally processed in due course . . . the timeline varies, but the vast majority of this group will generally be processed consistently, concurrently, within a range . . . a range which in the past, when we had access to far more detailed information from the government, tended to be within two to three times as long as the fastest group (thus when many report getting through in three to four months, the vast majority get through within six to eight or twelve months).
BUT scores and scores of applicants do NOT make it easy. They leave out important details. Like their client number. Like an overnight trip or three to the States. Like their nicknames. Like failing to check yes in response to item 10.b) when, in contrast, they were actually outside Canada more than 183 days in the previous four years. Like failing to follow this or that instruction. And more than a few applicants make it more difficult to assess their qualifications when they apply within a week or two of barely passing the absolute MINIMUM threshold for qualifying. AND so on. AND so on.
There are applicants who have Green Cards suggesting they might actually be living in the States NOT in Canada.
There are applicants who have spouses working, even living abroad, raising questions about whether the applicant has really been in Canada as is declared (recognizing that spouse more often than not live together).
And so on. And so on.
How it goes in an individual case, to the extent it might vary from the mainstream processing of routine applications, depends far more on the particular applicant, application, and related circumstances and facts, than it does on which processing agent happens to be performing this or that task in the various steps of processing.