The term "family" is used contextually in Canadian immigration law. Meaning, IRCC treats the meaning of family or family unit depending upon where they occur. For instance, consider the Family-class visa program.
IRCC official page provides this handy guide :
https://www.canada.ca/en/immigration-refugees-citizenship/corporate/publications-manuals/operational-bulletins-manuals/permanent-residence/non-economic-classes/family-class-process.html
Its clear that Canadian immigration considers Parent and Grandparents as "Family-class immigration".
We can also see that in this page only, they clarify.
So, yes, Parents and Grandparents are considered FAMILY in context of family-class sponsorship and family-class immigration. And indeed, family reunion has been, atleast nominally, a goal of canadian immigration under present regime.
Does it mean "family" ALWAYS include parents and grandparents. The answer is NO. In certain contexts, especially when "family-unit" is mentioned, it DOES NOT INCLUDE. For instance when you are immigrating as an economic immigrant, you can not add a parent or grandparent as a dependent because they are NOT considered part of family-unit.
Hope it helps.
When it comes to IRCC, you never know WHY your application is stuck. Sometimes, it is stuck expecting a document and even the intimation of that is LOST. Yes, IRCC LOOSES emails too. I have suffered this first hand. IRCC failed to send an email giving BIL for my wife during my PR application. When IRCC takes more time than it expects to process your application, it is INDEED advisable to investigate. It is NOT a client's mistake that Canadian immigration processing is a complete mess and fails to give a detailed status and likes to hide things -- mostly because of their archaic GCMS system and NOT due to malevolence.
As they say, where there is smoke, there is fire. So getting GCMS notes, asking IRCC about delay in processing and calling them out on phone is all kosher. Does one need to do ALL of them at once? Ofcourse not! But being aware of various means is vital. And if you go through my answer I have mentioned them as options.