There might not be much they can do, but they try to assist, and it shows on the gcms notes that they actually contacted CIC.
Mine helped me submit my additional docs, and after another long wait, I heard nothing again. So i emailed him to help inquire and maybe this is sheer coincidence, but i got an email from cic asking to resend the original copy of one of my docs as well as fill in two forms. I did and submitted and just got another mail last week for a re-medical exam.
So, you never can tell.