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I would have agreed with you but having no updates on our applications for over a month and then receiving approvals just a day after submitting webform and receiving email response makes me feel like they were able to pick it up and complete it.

Correct, I received a response saying they were having high volume of applications. After that response and 20 hours after the email was received we got our approvals

I raised a ircc webform and never received a response. I raised another webform but this time directly to the office handling the situation and I got a response within 24 hours

It’s based on the country where you are applying from. This is the url with the info https://www.canada.ca/en/immigration-refugees-citizenship/corporate/contact-ircc/offices/international-visa-offices.html#c

I applied for study permit via SDS on 05/31. After getting medical updated on June for me and july for my wife we received no updates for a while so I submitted a web form to the office handling our application and the next day our application was approved. Received PPR on 08/03