INFORMATION FOR MEMBERS OF PARLIAMENT (DELIVERED BY SERVICE CANADA JUNE 2017)

Transcription

1 INFORMATION FOR MEMBERS OF PARLIAMENT (DELIVERED BY SERVICE CANADA JUNE 2017)

2 Table of contents The Passport Program Canada s electronic passport (epassport) Passport safeguarding Service Canada (SC) services Passport fees Application forms Processing times Immigration, Refugees and Citizenship Canada (IRCC) services Travel Document fees Passport safekeeping Global Affairs Canada (GAC) services Member of Parliament (MP) services

3 The Passport Program On July 2, 2013, primary responsibility for the Passport Program was transferred to Immigration, Refugees and Citizenship Canada (IRCC), with primary responsibility for domestic service delivery transferring to Employment and Social Development Canada (ESDC) and responsibility for service delivery abroad remaining with Global Affairs Canada (GAC). IRCC is the primary department responsible for the Passport Program and the administration of the Canadian Passport Order and the Order Respecting the Issuance of Diplomatic and Special Passports ESDC/Service Canada delivers passport services to Canadian citizens who require regular passports domestically. Global Affairs Canada delivers travel document services to Canadian citizens living or travelling abroad.

4 The Passport Program The Passport Program operates on a cost-recovery basis which means its operations are funded from the fees paid by passport applicants. Passports are not subsidized by Parliament. Only those who apply for a passport actually pay for the service. However, the federal government may provide financial support for special projects designed to improve service or enhance the security of Canadian travel documents. The Passport Program must ensure offices are located in areas where passport demand is sufficient to generate enough earnings to cover office expenses.

5 The Passport Program

6 The Passport Program The passport is one of the most visible services of the Government of Canada and an important symbol to Canadians. Close to 60% of Canadians hold a valid passport, which amounts to about 23 million Canadians. The Passport Program issues different types of travel documents including: regular passports (dark blue), diplomatic passports (red), special passports (green), refugee travel documents (light blue), certificates of identity (grey), temporary passports (white), and emergency travel documents (one pager). All passports and travel documents, except temporary passports and emergency travel documents, contain an electronic chip.

7 Canada s epassport Canada s epassport, introduced in July 2013, is 36 pages in length and contains features that make it even more secure and more tamper-proof than before, including: An electronic chip embedded in the back cover, which stores the same personal information as page 2 of the passport and the photo, plus a digital security feature that proves the passport was issued by the Government of Canada. When information is first stored on the chip, the chip is locked and no data can be added or changed without invalidating the passport.

8 Canada s epassport New imagery on the inside pages of the booklet celebrate Canadian history and our culture, while ensuring the Canadian passport remains one of the world s most secure travel documents.

9 Canada s epassport Since July 1, 2013, applicants age 16 years and over have the choice of applying for a 5- year or a 10-year validity epassport, whether through simplified renewal or the general process. Passports for children are valid for 5 years. epassports are now the international norm in travel documents. Some 100 countries, including the United States, the United Kingdom and Australia, have been issuing epassports for several years now. The epassport offers greater protection against tampering and fraud by adding an extra layer of identity verification, thus contributing to enhanced border security and safe travel.

10 Passport safeguarding Canadian passports are among the most secure and internationally respected travel documents. Maintaining the reputation of the Canadian passport requires constant vigilance. The Canadian passport is a valuable and desirable travel document and holders must take great care in safeguarding it. It is important that Canadians keep their passports in a secure location at all times whether at home or while travelling. If a person has had multiple passports that have been damaged or reported lost/stolen, they may face some restrictions when applying for a new passport.

11 Passport safeguarding In the event of the loss or theft of a passport, the holder must immediately notify the Passport Program and the local police. In Canada The bearer of the passport must call the Passport Program at to report the circumstances of the loss or theft. Outside Canada The bearer of the passport must report the loss or theft at the nearest Government of Canada office abroad. A passport or travel document reported lost, stolen or damaged is immediately cancelled and can no longer be used to travel. From a security perspective, there is no difference between lost and stolen passports. In both cases, the whereabouts of the passport are unknown, and the document could be used for fraudulent purposes.

12 Passport safeguarding The bearer of a passport reported lost/stolen or damaged may obtain a replacement using the General Application Process (not simplified renewal). When abroad, an emergency travel document may be issued if someone does not have all requirements. The client must complete and submit a Declaration concerning a lost, stolen, inaccessible, damaged or found Canadian Travel Document. For more details regarding passport security:

13 Service Canada services Service Canada helps Canadians access the full range of government services and benefits they want and need. It improves the delivery of federal government services to citizens. Service Canada provides: Easy access to government services and benefits; Choice in how you access these services; and Respectful and individual service. Our goal is to provide Canadians with one-stop, easy-to-access, personalized service. Service Canada brings Government of Canada services and benefits together in a single service delivery network. Clients can access services by internet, phone, mail or in person.

14 Service Canada services As part of its commitment to making services more accessible, the Government of Canada expanded passport services to Canadians across the country in The expansion makes accessing passport services more convenient, as 97 percent of Canadians now have access to in-person services within a 100 km distance of their home. In addition to being able to apply for a passport at any Service Canada Centre, Canadians are now able to have supporting documents (i.e. birth certificates, certificates of citizenship, ID, etc.) validated and returned to them onsite when they submit their application, giving Canadians the convenience of keeping their original documents with them. Additional information regarding the expansion was provided to you in an MP kit on May 30, 2017.

15 Service Canada services Prior to the expansion, Service Canada offered in-person passport services at 34 passport offices and 151 receiving agent locations, only 23 of which validated citizenship documents. Following the expansion, Service Canada receives passport applications in person at 34 passport offices, as well as at 315 Service Canada Centres providing receiving agent services. All of the offices now validate citizenship documents. Service locations can be found at Clients can also apply by mail.

16 Service Canada services List of Service Canada Centres offering Passport Services (RA) / Liste des Centres Service Canada offrant des services de passeport (AR) Yukon Alberta RA service pre-expansion RA service added in 2017 RA service pre-expansion RA service added in 2017 RA service pre-expansion RA service added in 2017 RA service pre-expansion RA service added in 2017 RA service pre-expansion RA service added in 2017 Service AR pré-expansion Service AR ajoutée en 2017 Service AR pré-expansion Service AR ajoutée en 2017 Service AR pré-expansion Service AR ajoutée en 2017 Service AR pré-expansion Service AR ajoutée en 2017 Service AR pré-expansion Service AR ajoutée en 2017 Whitehorse Dawson City Brooks Camrose Ajax Arnprior Asbestos Alma Campbellton Bathurst Calgary Centre ** Edmonton Canada Place Barrie Bancroft Baie-Comeau Amos Edmundston Caraquet Calgary East Slave Lake Belleville Brampton Brossard Campbell s Bay Grand Falls Dalhousie British Columbia Colombie-Britannique RA service pre-expansion Calgary Royal Vista St. Paul Bracebridge Burlington Chibougamau Cap-aux-Meules Miramichi Fredericton Calgary South Brantford Cambridge Chicoutimi ** Causapscal Moncton Richibucto Canmore Brockville Carleton Place Coaticook Chandler Saint John Shippigan Edmonton Hermitage Chatham Cobourg Cowansville Châteauguay Saint Quentin Sussex Edmonton Millbourne Collingwood Dryden Drummondville Chisasibi Shediac Tracadie-Sheila Service AR pré-expansion Service AR ajoutée en 2017 Abbotsford Campbell River Edmonton Westlink Cornwall Gananoque Gaspé Côte-des-Neiges St. Stephen Burnaby Cowichan Edson Elliott Lake Geraldton La Tuque Dolbeau Woodstock Chilliwack Dawson City Fort McMurray Espanola Goderich Lévis Donnacona Comox Valley Port Alberni Grande Prairie Fort Frances Guelph Longueuil Forestville Coquitlam Prince Rupert Lethbridge Georgetown Hamilton - East Magog Granby Cranbrook Quesnel Lloydminster Hawkesbury Hamilton - Main Pointe-aux-Trembles Hull-Aylmer Kamloops Richmond Medicine Hat Kapuskasing Kirkland Lake Repentigny Joliette Kelowna Smithers Red Deer Kenora Kitchener Rimouski La Malbaie Langley Squamish Kingston Leamington Rouyn-Noranda La Pocatière Nanaimo Surrey North New Liskeard Lindsay Saint-Hyacinthe La Sarre Charlottetown Ontario Nelson Surrey South Newmarket Listowel Sept-Iles Lac-Mégantic Montague New Westminster Trail Saskatchewan North Bay London Sherbrooke Laval O Leary North Shore Vancouver East Oakville Malton Thetford-Mines Limoilou Souris Penticton Vancouver - Sinclair Centre RA service pre-expansion RA service added in 2017 Orangeville Marathon Trois-Rivières Louisville Summerside Powell River Vanderhoof Service AR pré-expansion Service AR ajoutée en 2017 Oshawa Markham Val d Or Maniwaki Prince George Vernon Estevan Buffalo Narrows Ottawa East Midland Valleyfield Matane Ridge Meadows Victoria Melfort La Ronge Ottawa West Milton Verdun Mistissini Nova Scotia Salmon Arm Williams Lake Moose Jaw Saskatoon Owen Sound Mississauga Mont-Laurier Terrace North Battleford Swift Current Parry Sound Napanee Montmagny Nouvelle-Écosse Vancouver (West Broadway) Prince Albert Pembroke Niagara Falls MTL Centre-ville RA service pre-expansion RA service added in 2017 Victoria West Shore Regina Peterborough Orillia New Richmond Service AR pré-expansion Service AR ajoutée en 2017 Weyburn Richmond Hill Perth Parc Extension Amherst Antigonish Yorkton Sarnia Picton Pointe Claire Bedford Dartmouth Northwest Territories Sault Ste. Marie Prescott Rivière-du-Loup Bridgewater Digby Territoires du Nord-Ouest Stratford Renfrew Roberval Glace Bay Guysborough Sudbury Simcoe Saint-Eustache Kentville Halifax RA service pre-expansion RA service added in 2017 Manitoba Timmins Smiths Falls Saint-Georges New Glasgow Iverness Service AR pré-expansion Service AR ajoutée en 2017 Toronto - Centre St. Catharines Saint-Jean Yarmouth North Sydney Fort Simpson RA service pre-expansion RA service added in 2017 Toronto - College St. St. Thomas Saint-Jérôme Port Hawkesbury Fort Smith Service AR pré-expansion Service AR ajoutée en 2017 Toronto - Lawrence Square Thunder Bay Saint-Léonard Shelburne Hay River Brandon Dauphin Tilsonburg Sainte-Agathe-des-Monts Sydney Inuvik Flin Flon Portage la Prairie Toronto - Etobicoke Sainte-Anne-des-Monts Truro Yellowknife Morden Saint-Pierre-Jolys Toronto - Gerrard Square Sainte-Foy Windsor Notre-Dame-De-Lourdes Selkirk Toronto - Malvern Sainte-Thérèse Steinbach Swan River Toronto - Scarborough Senneterre RA service pre-expansion Nunavut RA service added in 2017 RA service added in 2017 The Pas Winnipeg Centre Toronto - West Humber Shawinigan Thompson Winnipeg North - East Toronto - Willowdale Sorel Winnipeg South - West Trenton Terrebonne Winnipeg St-Vital Walkerton Vaudreuil Wallaceburg Victoriaville RA service pre-expansion Service AR pré-expansion Service AR ajoutée en 2017 Service AR pré-expansion Service AR ajoutée en 2017 Cambridge Bay Welland Ville-Marie Corner Brook Clarenville Iqaluit Windsor Gander Grand Falls-Windsor Rankin Inlet Woodstock Happy Valley-Goose Bay Harbour Grace Legend / Legendre RA = Receiving Agent AR = Agent Receptionnaire ** Consolidated SCC and Passport Office ** Bureau consolidé du CSC et du passeport Quebec Québec Labrador City Marystown Placentia St. Anthony New Brunswick Nouveau-Brunswick Prince Edward Island Île-du-Prince-Édouard RA service pre-expansion Service AR pré-expansion RA service added in 2017 Service AR ajoutée en 2017 Newfoundland & Labrador Terre-Neuve-et-Labrador RA service added in 2017 Port aux Basque Rocky Harbour Springdale St. John's Stephenville

17 Service Canada services Service Canada Centres (receiving agents) Receiving agents can accept standard passport applications presented in person. Receiving agents review each application in detail to make sure it is complete. They collect fee payment, supporting documents, photos and send the application to a passport processing centre. Once the passport has been approved and issued, it will be delivered to the mailing address specified in the application. Canadians are now able to have supporting documents (i.e. birth certificates, certificates of citizenship, etc.) validated and returned to them onsite at any location when they submit their application, giving Canadians the convenience of keeping their original documents with them.

18 Service Canada services What can be submitted at a Service Canada receiving agent? Adult General Passport applications; Adult Simplified Renewal Passport applications; Child General Passport applications - provided there is the participation of both parents; and Adult General Passport applications that include a name change due to a change in relationship status (with the accepted supporting documents).

19 Service Canada services What cannot* be submitted at a Service Canada receiving agent? An Urgent or Express application; An application where a passport that is still valid for more than one year is submitted with the new passport application; A child's application if only one parent is participating; Verbal or written evidence or documentation concerning a lost, stolen, inaccessible, damaged or found passport; Any application where the applicant does not have a guarantor and is using a Statutory Declaration in Lieu of Guarantor (PPTC 132); Any requests other than standard adult, child and renewal applications; and Applications that include a legal name change that is not due to a change in relationship status. *Service Canada is currently working on adding some of the above scenarios at all locations.

20 Service Canada services Service Delivery Network: 34 full-service* Passport Offices; 315 Service Canada Centres (receiving agents); 2 Call Centres (Montreal & Gatineau, QC); 2 Mail Processing Centres (Gatineau, QC & Mississauga, ON); 2 Print Centres (Gatineau, QC & Mississauga, ON); and Online client services (general questions, feedback, complaints, compliments and status checks). *Full-service Passport Offices accept all types of passport applications and passport services (urgent, express, lost, stolen, damaged, certified true copies ). 2 full-service Passport Offices are co-located with Service Canada Centres (Chicoutimi and Calgary- Harry Hays building).

21 Passport fees In Canada 5-year adult passport $120* 10-year adult passport $160* Child passport $57 Abroad 5-year adult passport $190* 10-year adult passport $260* Child passport $100 *Includes a $25 consular fee collected by the Passport Program on behalf of Global Affairs Canada to support the Consular Program at Canadian government offices abroad.

22 Passport fees Additional fees: There are additional fees associated with replacing a passport with express or urgent processing. These fees are added to the base fee. Urgent and express service is available only if you apply in person at a Passport Office. There are some exceptions. Check what services are available at the offices near you. Expedited services (available in person at a full-service Passport Office only): Urgent pick up (by the end of the next business day) $110 Express pick up within 2-9 business days $50 Standard pick up on or after 10 business days $20

23 Passport fees Supplementary Service fees: Replacing a valid lost or stolen passport $45 Certified true copies $45 *File transfer $45 *In the event a client needs to expedite the processing of their application after it has been submitted by mail through a Service Canada Centre (receiving agent) or submitted in person at another Passport Office, it is possible to request a transfer to a Passport Office for Pick up, Express or Urgent service.

24 Application forms Reasons why applications are delayed or denied The most common reasons include: Photos unacceptable or not within standards; Missing applicable fees (in mail-in environment); Evidence of citizenship or identification inadmissible or unacceptable; Name not supported by appropriate ID/documentation; Proof of travel not submitted for urgent or express service request; Inconsistent information between application and identification; and Incomplete applications (questions on citizenship not fully answered, only a mailing address, missing surname at birth, etc.). Passport application forms can be found at:

25 Passport processing times For an application submitted: In person at a Passport Office: 10 business days In person at a Service Canada Centre: 20 business days By mail (including through an MP): 20 business days Note: Processing times do not include mailing time Expedited services (available in person at a full-service Passport Office only): Urgent pick up: By the end of the next business day Express pick up: 2 to 9 business days

26 IRCC services Official Travel The Official Travel section provides the following services to representatives of the Government of Canada who travel on Government of Canada related business abroad: Special (green) passports are issued to people holding office such as members of Parliament, senators, members of provincial cabinets, and to people employed by the Government of Canada in a non-diplomatic capacity travelling on an official mission or to a post abroad. Diplomatic (red) passports are issued to high-ranking Government of Canada officials and diplomats, as well as to representatives and delegates of the Government of Canada to international governmental organizations and international conferences of a diplomatic nature. Eligibility is determined under the Diplomatic and Special Passports Order. Official Travel application forms can be found at:

27 IRCC services Certificates of Identity (CofI) & Refugee Travel Documents (RTD) CofI are issued to permanent residents residing in Canada that are stateless or unable to obtain a foreign national passport for valid reasons. RTD are issued to immigrants with protected-person status residing in Canada. CofI and RTD applications cannot be submitted at a Passport office or Service Canada Centre. The only office that processes CofI and RTD is Gatineau, QC. For urgent or express service, applicants must present themselves at the office in Gatineau. Travel document application forms can be found at:

28 Travel Document fees Travel Document Fees: Adult refugee travel document $120* Adult certificate of identity $260* Child refugee travel document $57 Child certificate of identity $141 *Includes a $25 consular fee collected by the Passport Program on behalf of Global Affairs Canada to support the Consular Program at Canadian government offices abroad.

29 Passport safekeeping There are two scenarios when a passport will be sent to the Passport Program for safekeeping: When applicants do not pick up their passports at a Passport Office or mission abroad within 60 days; or An applicant is issued a temporary passport abroad and does not exchange it for their regular passport upon return to Canada. To request the return of a passport from safekeeping, clients in Canada should go to a Passport Office or call the Call Centre, and clients abroad should contact the nearest mission. Passports held in safekeeping will only be mailed to applicants overseas when the passport was originally supposed to be picked up at a mission abroad.

30 GAC services Canadians abroad can apply for travel document services at the nearest Government of Canada offices abroad. There are 119 Full Service Missions and 84 Limited Service Honorary Consulates. Travel documents services available at the Missions and Honorary Consulates include: 1. Emergency Travel Documents ($75 for Adult & $30 for Child) Issued in extreme circumstances: emergency evacuation (conflict or natural disaster), theft and loss of all identity documents Single journey, direct return to Canada or nearest passport-issuing Mission In-person application required Maximum validity is 5 days

31 GAC services (continued) 2. Temporary Passports ($110 + cost of regular passport) Urgent travel (date of departure is less than 20 business days) Linked to regular blue passport In-person application required 3. Regular Passports Non-urgent travel (date of departure is 20 business days or more) Not printed on site

32 MP services Canadians are encouraged to apply in person at a full-service Passport Office or through a Service Canada Centre (receiving agent). As described previously, there are many advantages to redirecting clients to the nearest Service Canada Centre. The Citizen Service Officers at receiving agent offices collect fees, validate documents and provide expertise in passport services. If constituents seek assistance at your office, you may wish to accept and mail passport and travel document applications on their behalf on a voluntary basis. We suggest that your office review the application with the constituent to ensure that all relevant documents are included.

33 MP services Helping clients to avoid delays Make sure the application includes all of the following: a complete application form, signed on all pages; a proof of Canadian citizenship (if required); document to support identity (if required); two photos, one of which is signed by the guarantor (if required); the required fees; and any valid Canadian travel document.

34 MP services In the upcoming months, a new MP webpage will host the MP guide and key links to forms and information on the Canada.gc.ca/passport website. As updates to policies or practices that affect the services offered by MPs are made, the MP guide will be updated on this webpage. A direct telephone line, serviced by experienced passport employees, is available to MPs. The direct telephone number is for MPs and their staff only and should not be shared with clients. When enquiring about an application submitted through their office, an MP should provide the individual s surname and date of birth only to avoid potential security breaches. Information will only be shared with the MP if the applicant has signed the Information Sharing Consent Form to have the MP communicate on their behalf.

35 MP services For status updates, general questions or follow-ups on active passport files, contact Service Canada s MP Section with your questions: MP Line: (819) (available Monday to Friday, 07:00-16:00 EST) MP Section Fax: (819) EDSC.CourrierMP-MPMail.ESDC@pptc.gc.ca

36 MP escalation process Should a constituent be unable to obtain a passport and their active case needs to be escalated, contact the Regional Enquiries Unit (REU) at ESDC. If the REU is unable to help with the enquiry, they will contact Service Canada in order to solve your urgent or complex cases. A Service Canada employee will contact the MP office within 24 hours to provide recommendations and/or solutions for the client.

37 MP escalation process Information Centre for Members of Parliament and Senators (ICMPS) General enquiries Case status enquiries (status updates) including domestic and international offices Requests for actions to be taken on file (eg. if service standard exceeded) Submission of supporting documentation on behalf of constituent/applicant Telephone Fax Ministerial Enquiries Division (MED) Complex cases, high profile/sensitive cases Program, policy, legislation enquiries Telephone Fax

38 The Passport Program Questions?