Interesting... In my opinion, the right channel is raise a webform or contact the Canadian High Commission as shown on their website:
The high commission of Canada in Nairobi is located at Limuru Road, Gigiri and can be contacted by telephone on (20) 366 3000 as well as by email
nrobi@international.gc.ca and
nairobi@international.gc.ca. The consular section, which shares premises with the high commission, can be reached by email
nrobi.consular@international.gc.ca.
That is why VFS Global exists so that it can offer administrative services for CIC, and that's why we mail passport and not take it physically to the Canadian High Commission... Embassies are very protected areas guys.