This morning I decided to call CIC at 8am sharp, Monday morning. The keys to get through the automated menu to get to an agent to check status on PR application were 1, 1, 3, 1.
I knew the agents probably hadn't had their coffee so it was dicey but I just had to know.
First try: The wait time was 15 minutes, with pretty good music. When an agent picked up, I opened by introducing myself and asking if I can check what kind of decision was made. The agent asked what kind of application I had, and when the application was received, and then said I have to wait as 13 months wasn't over yet. I explained that my WP was about to expire, and that ECAS says decision made, but she stonewalls by saying "decision made" doesn't mean anything; that it can be shown whenever the file is updated, or by accident. Ultimately she kept repeating that she can't help, and I had to wait until August; all in all, very brusque. I acknowledged, thanked her and hung up.
Second try: I got the automated too busy message that ends the call.
Third try: The wait time was 12 minutes. When an agent picked up and introduced herself, I spoke in a slow and friendly way, opening with "Good morning, how are you?" and then after the usual responses, I gave my application number right away, pausing every 3 digits. She typed it in, and then asked me security questions and confirmed my address and phone number, which was great because I'm out-of-province and have a second mailing address on file that everything should be going to. Then she asked what she can help me with and I asked to check if my PR fee is in. She put me on hold for 5 seconds and then said, yes the RPRF is in, and then added "With regards to your application, Ottawa has actually sent out your Confirmation of Permanent Residence to [my address] on Thursday." I thanked her profusely and wished her a great day, and signed off.
So now I'll be checking my mailbox daily!
I learnt a few lessons I'd like to share, for checking for a positive or negative decision after seeing "decision made" on ECAS.
1) Start off nice to the PR agent. In Canada, asking "how're you doing?" is customary, and there's a psychological reason for that - it establishes rapport and makes the other side more likely to be nice to you.
2) Go straight to saying what your application # is, because this will trigger the instinct for them to start typing it in right away and pulling up your file and check your identity. Having that momentum gives a good chance of bypassing the "13 month not over yet" stonewalling. In psychology this is called "commitment tendency".
3) Start small, ask for whether medicals, or a fee, or police documents, or some other thing you sent in a long time ago was received. You could explain it's been a while and you haven't heard back and was worried. This is to get your foot in the door for them to look through your file for something easy that they won't object to.
4) When they confirm, and they see in fact decision made, they may be helpful (everyone likes to be the bearer of good news) and just tell you what the current status of the application is, if the decision was positive. Otherwise, ask the question without asking specifically... don't let them know you've already checked and saw that the decision was made (ever want to give someone good news and then learn they already heard about it? Real killjoy.)
For example, inquire what the status is, if there is anything you can send in for the next steps just in case correspondence has been missed. Since the decision was made, they're more than likely to give you info on that. You will get more info when you ask sideways or vague questions than if you ask targeted questions. I'm a frank and to-the-point person so it takes me some effort to do this.
5) If you get an agent who won't help, be sincerely courteous and thankful for their time, cut your losses, and get in line for another agent. There are good agents out there who take pride in their job and helping others.
Best of luck to everyone!
PS Note that the call centre is less likely to be able to help before the decision is made, because there are so many hidden steps between medicals and "decision made" and that information takes a lot of time to sort through (ever try to sift through your GCMS notes at the later stages? It's 30-50 pages of stuff... now try doing that in a few seconds with a stranger on the phone). That's why they try to impose the 13-month limit, to save the limited call centre resources for people who really need it.