Lol it goes way beyond that. Last time I called they were only accepting afgan situation or emergency reasons, because my case was not classed as emergent, the agent got verbally abusive. He said if I don't know to follow instructions that I should leave canada. Trust me, don't call for non emergency reasons or you will regret.They will disconnect it saying that "don't call unless it's emergency ". You can try if you want but waiting for more than half an hour and hearing that don't call is not a good way to start your day.