Case Specific Enquiries - what you need to know

[chilkootcee]

Hi everyone,

(note – enquiry / inquiry can be used interchangeably although some feel enquiry is related to a question and inquiry relates to an investigation)

It seems that more and more that our only way to communicate with CIC is to send an online Case Specific Enquiry – whether to inquire as to the status of our application or to send updated information or reponses to information requests to CIC.
Unfortunately, there is a lack accountability with Case Specific Inquiry in how it confirms that your enquiry has been received and therefore, I suggest that you do the following if you are sending a case specific enquiry:

1) Complete the form and upload any files. BEFORE SUBMITTING, DO THE FOLLOWING:

2) Copy the text that you enter into the textbox as well as list the files that you uploaded and save it in a separate application (Word, Notepad, etc). Make sure you include the date that the enquiry was sent.

3) Take a screenshot of the enquiry form that includes: the information that you entered into the text box (you won’t be able to capture all of it – hence step 1) as well as the part that shows any files that you uploaded. Make sure in this screenshot that you include the computer date / time to show when the screenshot was taken. You can add your screenshot to the copied information above but I suggest you also save it separately.
When you hit “Submit”, the screen should change to a message that your enquiry has been sent. Unfortunately, there is no tracking or reference number provided that is specific to your enquiry – you will only see the UCI number (which is specific to you or your spouse and not to the enquiry).

4) Take a screenshot of this confirmation screen, ensuring that you capture the date / time on the computer
You will then receive an email confirming that your enquiry has been received. Again, this email has no specific reference or tracking information as to what you submitted other than the date of the email, the UCI number and the visa office that received your enquiry (by way of return email address).
5) Save this email along with the screenshots that you took and the copy of the text that you entered as well as the list of files that you uploaded.

If you ever have to refer to this information in the future, you at least have a record that it was sent and what was included with your enquiry. DO NOT RELY ON CIC to have this information .
Ironically, if you made an online General Inquiry, you would get both a screen confirmation and an email confirmation that assigns the Inquiry

If you want to take this ONE STEP further, we need to convince CIC that they need to improve their communication overall….so please read the next post in this thread…

Hopefully this helps 
C.

 

[chilkootcee]

If we want to improve CIC processes, we can’t just complain about them, we need to be specific and provide some suggestions. Please help me in convincing CIC they need to improve how we communicate with each other by sending a letter to your MP with a copy to Minister Alexander (or whomever becomes the minister after the election)

<date>

<your name>
<your address>

Honourable <your MP name>
<name of riding>
<address> (optional)

Dear <insert name of MP>

Re: Improvements to CIC communication and processes

Given that the amount of time that Canadian citizens and residents have to wait to be reunited with their family under the Family Class application process can be more than two years, it is paramount that the communication between CIC and the sponsors / applicants be timely and efficient.

Currently, the information provided to applicants is often inconsistent or vague, prompting us to have to contact the CIC Call Centre, our MP’s, submit online enquiries, order our file notes under the Access to Information Act, or in some cases, go to the visa office in person to try and speak with someone.

The above results in additional burden to CIC staff and our parliamentary representatives when in many cases if there communication system was improved, would not be necessary. I would like to suggest the following to improve CIC communication between CIC and its applicants:

1. Empower the CIC call centre to be able to provide information to applicants on the specifics when a decision has been made on their application at either the sponsor approval stage or the PR approval stage.

2. In ECAS, provide more detailed status information during the application submission and review process. Currently the information provided is inconsistent with respect to both the process timing and step. In essence, there are currently the following major status updates:
Application Received
Medical results received (often this update is not shown even when medical results have been submitted, causing a great deal of confusion)
In process (this status is too vague as the in process step can last over 3 years)
Request for additional documents (but no indication as to what is required)
Decision made (in ECAS, you may see this status, but will not have any information on what the actual decision is – again causing a lot of confusion and numerous enquiries)
…

In general ECAS, relies heavily on external emails / letters to be sent to applicants where in many cases, these emails / letters are never received (perhaps they weren’t properly triggered to be sent?) again causing much confusion and numerous unnecessary enquiries to CIC.

3. In order to resolve the above, I strongly suggest that CIC adapts / adopts the online TRV application system so that Family Class PR applications can also be made online or at least so that once an application is made, the status of that application can be clearly communicated within this system. The TRV system creates a personal document checklist upon receiving initial information, allows the applicant to upload these documents and provide timely and detailed information for each stage of the application process. It also includes any letters / information around decisions made, as well as requests for additional steps or further information.

4. Also, currently the only way to communicate with CIC for overseas (outbound) applicants is via the online Case Specific Enquiry system. Enquiries as to status updates as well as submission of updated information / requested documents can also be made via Case Specific. Therefore, the acknowledgement of receipt of the enquiry / files uploaded is very important. Unfortunately, the confirmation (both on screen and via email) upon submitting an enquiry does not include any sort of reference or tracking number, nor does it include a summary of what was submitted (such as the text entered into the box or a list of the files that were updated). The system limits the filesize such that documents can only be max 2.5 MB and the total submission size 10MB. If you cannot meet this, you must make multiple enquiries to be able to attach all of your documents and with not receiving a tracking number for each enquiry you cannot follow up if any email confirmations are not received as you do not know which one didn’t go through.

5. Ensure the online Case Specific Enquiry system has the capacity to deal with the number / filesize of enquiries. Recently the following was received from the Abu Dhabi VO by one member of a popular immigration forum:

Delivery has failed to these recipients or groups:
ABDBIIMMIGRATION @ international.gc.ca
The recipient's mailbox is full and can't accept messages now. Please try resending this message later, or contact the recipient directly.

6. Finally, because of the long wait times, I suggest that CIC send email updates to every applicant waiting under the generic “In process” stage on a monthly basis stating that their application is located in <visa office> and is still being reviewed, AND that no information has been requested at this time, and not to enquire.

Hopefully implementation of all of the above will greatly reduce the anxiety that we are all going through when our applications go into the system for the many months when normally we are not hearing anything therefore causing us to have to make fewer calls, fewer enquiries, fewer letters to our MP and most of all fewer Access to Information requests. Currently, the only way to really know what is happening with our applications is to make a request under the Access to Information, pay $5 (if you want it online – the only option if you live outside of Canada) and to wait 30 days for the results to be mailed / emailed.

I submit this humbly with the intention of helping to make Canada the most efficiently run country in the world.

Sincerely,

<your name>

Cc: Honourable Chris Alexander, Minister of Citizenship and Immigration

 

[scylla]

If we want to improve CIC processes, we can't just complain about them, we need to be specific and provide some suggestions. Please help me in convincing CIC they need to improve how we communicate with each other by sending a letter to your MP with a copy to Minister Alexander (or whomever becomes the minister after the election)

While these are great suggestions - practically I don't think most of them will ever happen since they would result in significant additional operating and other expenses. Your first suggestion alone would skyrocket the costs of running the call centre. As it is today, application fees already do not even come close to covering the costs of processing an application (what's not covered is eaten by taxpayers). So you're either looking at taking more money out of taxpayer pockets (which I don't see happenining) - or significantly increasing application processing fees (which I don't think people want either).

 

[chilkootcee]

While these are great suggestions - practically I don't think most of them will ever happen since they would result in significant additional operating and other expenses. Your first suggestion alone would skyrocket the costs of running the call centre. As it is today, application fees already do not even come close to covering the costs of processing an application (what's not covered is eaten by taxpayers). So you're either looking at taking more money out of taxpayer pockets (which I don't see happenining) - or significantly increasing application processing fees (which I don't think people want either).

I'm not sure how not providing information that they already have available would increase the cost. I'm just suggesting that if someone asks after the processing time has elapsed if they have been approved as sponsor, that they be told. Instead we see some people getting this info, and some people not getting it...at the whim of whichever agent happens to pick up the phone and how they feel.

Also, the TRV online application process IS ALREADY IN PLACE. I used it to apply for a TRV for my husband a couple of months ago. It already has the architecture and structure to create a document checklist, processes for uploading documents for each item in the checklist and status updates that include the emails / letters that people currently seem to have problems receiving. If originals need to be submitted, people can either mail them or bring them with them when they get their biometrics done. This is not a significant detour from the current system.

With respect to the online case specific enquiry, the current filesize limits cause people to have to make multiple enquiries...bogging down the system again.

You are basically saying that the system cannot be improved....and I disagree....they can improve it greatly with some small changes that would result in savings in other places (cost of MP time to answer enquiries, cost of call centre answering enquiries, cost of staff in processing Access to Information requests.

Without asking, one will never receive...and if we just give up and say that nothing can be done...then nothing will ever be done. That's similar to not bothering to vote because it doesn't make a difference, or never trying to improve things because things won't change. If everyone took that stance, then we would get nowhere. I'm trying to encourage more people to take some action, because I have seen the difference individual voices can make.

That having been said, what do you propose to improve the system?

C.

 

[Sa3Sa3]

Great idea.

How can I get these information:

Honourable <your MP name>
<name of riding>
<address> (optional)

 

[jamsham12]

I'm not sure how not providing information that they already have available would increase the cost. I'm just suggesting that if someone asks after the processing time has elapsed if they have been approved as sponsor, that they be told. Instead we see some people getting this info, and some people not getting it...at the whim of whichever agent happens to pick up the phone and how they feel.

Also, the TRV online application process IS ALREADY IN PLACE. I used it to apply for a TRV for my husband a couple of months ago. It already has the architecture and structure to create a document checklist, processes for uploading documents for each item in the checklist and status updates that include the emails / letters that people currently seem to have problems receiving. If originals need to be submitted, people can either mail them or bring them with them when they get their biometrics done. This is not a significant detour from the current system.

With respect to the online case specific enquiry, the current filesize limits cause people to have to make multiple enquiries...bogging down the system again.

You are basically saying that the system cannot be improved....and I disagree....they can improve it greatly with some small changes that would result in savings in other places (cost of MP time to answer enquiries, cost of call centre answering enquiries, cost of staff in processing Access to Information requests.

Without asking, one will never receive...and if we just give up and say that nothing can be done...then nothing will ever be done. That's similar to not bothering to vote because it doesn't make a difference, or never trying to improve things because things won't change. If everyone took that stance, then we would get nowhere. I'm trying to encourage more people to take some action, because I have seen the difference individual voices can make.

That having been said, what do you propose to improve the system?

C.

Its simple, make the entire process digital so there is no need to ever process mail and claim that it was either lost or never sent have every step done online. That would save labor hours. Its really that simple.

 

[chilkootcee]

Great idea.

How can I get these information:

Honourable <your MP name>
<name of riding>
<address> (optional)

http://www.parl.gc.ca/Parlinfo/Compilations/HouseOfCommons/MemberByPostalCode.aspx?Menu=HOC

 

[Sa3Sa3]

Thanks. Are you suggesting that we cc the minister in the email ?

 

[Sa3Sa3]

Done
Sent copying the minister

 

[aaaasaher]

Hi
I submit sponsorship application for refugee outside canada to CIC and I get file number for him but when i checked it in CIC website , the applicant name is different in spelling from passport, is it ok or what can i do?
My second concern that the refugee change his telephone number , so what can i do?

Thanks

 

[elasticman2]

can i send a CSE about a provincial nominee program (ontario/nova scotia) ?
or is it reserved for EE inqueires