Here is the details for my husband's application. Visa offices work differently and I find it odd.
I applied online for him on March 28. He's a PR in Australia so his visa office is Sydney which as per cic, the processing time is 16 days. I got a confirmation the next day and checked his status online and see that it started processing and it's in the final decision stage. So on April 18 which is passed the 16 days processing, I contacted them via the webform. They emailed the next day with an attached letter requesting for his passport. I checked the letter on mobile and the letter is just a generic letter about requesting the passport but the spaces where his details should have been indicated were left blank. (No dates, UCI number, name etc). So of course I find it odd - how can we attach the letter to send with his passport if the details about his application are not in the letter.
I checked his account online and there's no update about the passport request. But when I checked the letter again in a computer, I can see his details already. Weird.