I would suggest you to write a handwritten letter with your acknowledgement copy remind that 12 months passed, rather calls or web form.
It will reach the senior official one who take decisions if you write " URGENT - CITIZENSHIP GRANT - UCI#" in big letters on top of the envelope. And then you call them after 6 working days to check/inquire if they received and any update regarding your letter. Dont forget to post your envelope by UPS or FEDEX rather than Canada Post ( slowest delivery i even seen). I am talking about it from my experience since my application reached 11 months, i got invitation for test in 2 weeks.
Address : "3085 Glen Erin Dr, Mississauga ON L5L1J3"