You're right about them designing their system in a specific way/aiming to avoid public contact as much as possible. It's completely unacceptable, especially the fact that when you do reach out to them (phone/Webform), the agents are extremely poorly trained and often give out false information.
Although, I know they still have offices in Mississauga for inland applicants, that's where our file is (supposed to be) processed.
I'm honestly so over it. I've reached out to my MP countless times, and even she got their bullsh*t generic ''But COVID'' response. I'm at the point where I'm contemplating reaching out to the Minister himself. I'm honestly embarrassed that my country is working with such an archaic, backwards system.