Service Standards

Consular services are based on written Service Standards. These detail the services that we provide, along with qualitative and quantitative standards to be used by employees. These Service Standards are available at all our offices overseas and either are in public view or can be provided by employees.

Every effort is made to adhere to these standards. If you do not receive the level of service you expect, or you wish to make suggestions, please provide your comments to us. Comments will be sent to the head of the applicable government office abroad and to the Director General, Consular Affairs Bureau, Ottawa. A reply will be provided.

ON THIS PAGE
	Declaration of Quality
	Schedule

Declaration of Quality

The Consular Affairs Bureau of Foreign Affairs and International Trade Canada is committed to provide to all Canadians effective and efficient service throughout the world. Our commitment is for service characterized at all times by sensitivity, empathy, courtesy, speed, accuracy and fairness.

Our services are available through our headquarters in Ottawa and through our network of offices in other countries. Emergency services are available 24 hours a day, seven days a week.

Every effort will be made to obtain solutions for specific problems and to provide the required service. However, our ability to do so and our success are conditioned, in many instances, by the laws and regulations of other countries as well as the quality and level of co-operation offered by persons and organizations outside the government of Canada.

Details on our services are available upon request. We also welcome your comments and suggestions.

Schedule

A. Protection and Assistance

SERVICE	TIME¹	LOCATION²
Respond to an Emergency	Immediately	All
Communications with Family &/or Friends in the Event of an Emergency	12 hours	All
Assistance for Repatriation, Urgently Needed Medical or Professional Attention	As Required	All
Notification of Next of Kin in the Event of Death or Life-Threatening Illness or injury	As Required	All
Contact with Arrested or Detained Persons	Within 24 Hours	All
Missing Persons	12 hours	All
*Financial Transfers	2 days³	Main
Child Custody	As Required	All
Kidnapping	As Required	All

1. Refers to response time and may be subject to factors beyond our control. 2. Refers to the offices at which such services are available. All=All Canadian offices Main=Full Service Diplomatic Mission Small=Limited Service Diplomatic offices Micro=Emergency Services Only. A listing of offices by category is available upon request. 3. Working days. * Fees apply.

B. Prisoners

Contact with Prisoners. This service varies from country to country depending on needs and conditions. Generally, contact will be made as follows:

SERVICE	TIME¹	LOCATION²
(a) Africa, Middle East, Asia, South Pacific Islands, Latin America, Caribbean & East Europe	3 Months	All
(b) West Europe (except U.K.)	6 Months	Main
(c) Australia, New Zealand, United Kingdom & United States	12 Months	Main

1. Refers to response time and may to subject to factors beyond our control. 2. Refers to Offices in other countries at which the specific service is available. All=All Canadian offices. Main=Full-Service Diplomatic offices. Small=Limited-Service Diplomatic offices. Micro=Emergency Services Only. A listing of offices by category is available upon request.

C. Passports & Citizenship

SERVICE		TIME¹	LOCATION²
*1. Passport Service
	(a) Emergency	As Required	All
	(b) Temporary passport	As Required	Main
	(c) Regular, missions outside the U.S.³	15 days⁴	Main
	(d) Regular, applications from the U.S.³	20 days⁴	Main

Note: At many missions abroad there are peak periods when it may not be possible to meet the time standard for passport services. As well, while every effort is made to ensure missions have adequate resources to meet the demand, issues of workload and volume may from time to time impact on the ability of some missions to meet these standards. Clients should therefore check with individual missions directly, or visit their websites, for information on any deviation from these standards.

*2. Citizenship Service - Advice & Guidance; & Forwarding to Registrar of Citizenship
	(a) Application³ in Person	10 days⁴	Main
	(b) Application³ By Mail	20 days⁴	Main

1. Refers to response time and may to subject to factors beyond our control. 2. Refers to Offices in other countries at which the specific service is available. All=All Canadian offices: Main=Full Service Diplomatic offices: Small=Limited Service Diplomatic offices; Micro=Emergency Services Only. A listing of offices by category is available upon request. 3. The standard begins when a complete application is received. 4. Working days * Fees apply

D. Information - Canada / Third Countries

Requests for Information & Advice on:

SERVICE	TIME¹	LOCATION²
Customs Regulations	5 days³	Main
Civil Aviation	5 days³	Main
Taxation	5 days³	Main
Pensions	5 days³	Main
Social Services	5 days³	All
Voting Abroad	5 days³	All
Travel - Third Countries	Immediately	Main - Small
Immigration	5 days³	Main - Small
Banking	5 days³	All
Education	5 days³	Main

1. Refers to response time and may to subject to factors beyond our control. The 5-day standard only applies to requests for information that cannot be met through the provision of available written information. Otherwise, the time standard is immediate. 2. Refers to Offices in other countries at which the specific service is available. All=All Canadian offices: Main=Full Service Diplomatic offices: Small=Limited Service Diplomatic offices; Micro=Emergency Services Only. A listing of offices by category is available upon request. 3. Working days.

E. Information - Local

Requests for Information & Advice on:

SERVICE	TIME¹	LOCATION²
Customs	3 days³	All
Civil Aviation	3 days³	All
Taxation	3 days³	All
Pensions	3 days³	All
Social Services	3 days³	All
Immigration	3 days³	All
Legal Services	3 days³	All
Travel	Immediately	All
Banking	3 days³	All
Education	3 days³	All

1. Refers to response time and may to subject to factors beyond our control. The 3-day standard only applies when the requested service cannot be met using available written information. Otherwise, the standard is immediate. 2. Refers to Offices in other countries at which the specific service is available. All=All Canadian offices: Main=Full Service Diplomatic offices: Small=Limited Service Diplomatic offices; Micro=Emergency Services Only. A listing of offices by category is available upon request. 3. Working days.

F. Legal and Notary

SERVICE	TIME¹	LOCATION²
*1.Emergency Notary Service	As Required	All
*2. Assistance Under the Canada Evidence Act	2 days³	All
*3.Letters to Foreign Authorities to Assist Canadian Citizens in respect to Visas, residency, exit, marriage, etc.	3 days³	Main - Small
*4.Formal Transmission of Documents in Private Legal Matters	3 days³	All
*5.Claims Against Foreign States by Canadians (including corporations)	3 days³	Main - Small
*6.Legalization, serving & obtaining Documents	3 days³	Main - Small
*7. Act as Commissioner of a Canadian Court	As Required	Main
*8. Reciprocal Enforcement of Judgements	5 days³	Main
*9. Translations of Legal Documents	5 Days³	Main
10. Assistance in Extradition Matters	As Required	All
11. Assistance Under Hague Convention	As Required	All
12. Assistance Under Prisoner Transfer Treaties	As Required	All
*13. Support for Rogatory Commission	As Required	All
*14 . Property & Estate Management	5 Days³	Main - Small
*15. Trust Account Management	5 Days³	Main - Small
*16. Assistance Under Part 1 of the Canadian Shipping Act	5 Days³	Main

1. Refers to response time and may to subject to factors beyond our control. 2. Refers to Offices in other countries at which the specific service is available. All=All Canadian offices: Main=Full Service Diplomatic offices: Small=Limited Service Diplomatic offices; Micro=Emergency Services Only. A listing of offices by category is available upon request. 3. Working days. * Fees apply

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