It means that if you're contacting them to advise that you can't travel due to the outbreak then you select No instead of Yes and then you get the button that will take you to the web form. If you're contacting them because of something else, answer as you would irrespective of the outbreak. I imagine this is because enquiries for guidance on the travel ban would get processed by a central office rather than visa offices outside of Canada.
For others, this is the context-
https://www.cic.gc.ca/english/contacts/web-form.asp
Have you submitted an application for:
- permanent residence
- student
- visitor
- worker
- Yes
- No
Is your application being processed by an office OUTSIDE Canada?
- Yes
- No
IMPORTANT: If you’re currently being impacted by COVID-19, answer No to this question.