Has the CIC Call Centre EVER helped you in any way?

[Wyz]

When my application was submitted, they couldn't help me with anything besides telling me that "your application has been received on (date)" something I can already see on ECas. Now that my application is in an office abroad, they still can't tell me anything. I can't remember even one instance where an agent there was able to actually help me in any way at all. Have the call centre agents ever helped you and in what way....just curious to know?

 

[Betina]

Why would you even call them if your application is in an office abroad? I'm not saying they are doing an outstanding job, but why call them and then complain if it's clearly stated everywhere that they can't answer questions about applications sent to the abroad VOs?

 

[Wyz]

Why would you even call them if your application is in an office abroad? I'm not saying they are doing an outstanding job, but why call them and then complain if it's clearly stated everywhere that they can't answer questions about applications sent to the abroad VOs?

Because I found out from my mp and later, my notes that my application was not sent abroad right away. It was in CPP Ottawa for the first 18 months...and Ottawa is in canada ...thus I was hoping for them to have some kind of info to give me at the least.

 

[Betina]

From what I've read about the role of the Call Centre, the agents can't look into your file, so the MP or the GCMS notes can get you way more information than an agent will ever be able. They are not visa officers, so I, for example, wouldn't want them to see my file in any way.

From what I understand they are supposed to help with the administrative part of the application: where you find the forms, how to apply, what fees to pay etc., and not with the processing part. For that they can only see what you are seeing on e-Cas. For the processing part you have the Case Specific Enquiry form, which i have used with real success.

 

[Gumper]

Before compiling our application I called the CIC help line 3 or 4 times. Usually they were quite helpful, just once I encountered a most miserable woman who told me I could ask 2 questions and that's it, she would then have to move along. I was dumbfounded by her attitude -- and couldn't resist to push for a third question! LOL She stuck to her stubborn guns. I'm writing her off as the exception to what was generally a positive experience.

 

[keesio]

Betina is correct - they have NO visibility into specifics of an application that has been transferred after sponsor approval. They are very frank about that. So it is pointless to ask them questions specific to the status of your application.

As for your original question - yes, they have helped me a few times and were always friendly. I asked them general questions like "is it ok that my wife updated her passport to her new married name?" or "she doesn't have a birth certificate, but she has a household registry, is that usually acceptable"? And they gave me good answers.

If you ask them things like, "How long until my application is done?", or "Where are they in the processing of my application?" or "Is the case officer going to accept this as valid proof of my relationship?" then they are not going to be able to help you.

Remember - the CIC call centre is front line support. Front line support is staffed to handle basic and general questions. This holds for any organization.

 

[scylla]

From what I've read about the role of the Call Centre, the agents can't look into your file, so the MP or the GCMS notes can get you way more information than an agent will ever be able. They are not visa officers, so I, for example, wouldn't want them to see my file in any way.

From what I understand they are supposed to help with the administrative part of the application: where you find the forms, how to apply, what fees to pay etc., and not with the processing part. For that they can only see what you are seeing on e-Cas. For the processing part you have the Case Specific Enquiry form, which i have used with real success.

This is exactly right.

They don't have access to file information.