Visas and Immigration

Enquiries Submitted by E-mail, Fax and Post

Before sending an enquiry, visit the following Web sites:

1. General information on Canadian immigration programme: Citizenship and Immigration Canada
2. Status of case (for permanent residence only): e-CAS
3. Application forms under "Application forms and additional information"
4. Processing times for permanent residence applications
5. Processing times for temporary residence applications (tourism, family, business, study, temporary work) under "Processing times"
6. Information on who may represent you
7. Web sites of Canadian visa offices around the world
8. For persons in Canada who have submitted an application to sponsor someone abroad, the Call Centre can provide the required information.

How to contact us

You can send your enquiries to the Canadian High Commission in Nairobi:

- by e-mail to nrobi-im-enquiry@international.gc.ca
- by fax to (254-20) 366.39.14
- by post to P.O. Box 1013, 00621 Nairobi, Kenya

Information to provide in your enquiry

All enquiries should include the following information (if they do not, you may not receive an answer):

- full name
- date of birth
- file number (letter B, V, S or W followed by nine digits), if known
- e-mail address (if applicable)
- telephone number with country and regional codes
- fax number (if applicable) with country and regional codes
- postal address

Language of communication

We answer only enquiries sent in English or French.

Privacy and access to information

Information provided in connection with a visa application is protected under the Canadian Privacy Act. The purpose of the Act is to protect the privacy of individuals in their dealings with the Government of Canada. The Access to Information Act guarantees that an individual can examine any information that the Government of Canada has on them. For more information, see our policy on this matter.

Service standards

- e-mail enquiry: acknowledgment of receipt sent within 48 hours
- all enquiries (including e-mail): full answer within 28 days

Note:

- We do not answer general enquiries if the information is already on the High Commission's Web site or the main Web site of Citizenship and Immigration Canada
- We do not answer enquiries on a case if the target processing time has not yet been exceeded (see 4 and 5 above on processing times)
- We do not answer repeated enquiries on the same case.

E-mail communications are not protected

E-mail is not a protected means of communication. By sending us an e-mail enquiry, you are authorizing us to answer by e-mail. Our answer may contain personal information on you. We are not liable for any disclosure of that information to a third party or for any misuse of it.

We take reasonable measures to verify the client's identity (see "Information to provide in your enquiry" above). It is the responsibility of clients to protect their file or identification numbers. We use these numbers to authenticate enquiries, so clients should avoid disclosing them to unauthorized third parties.

See our Privacy Statement