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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.
If after contacting the Director General, you feel that your concerns have not been addressed and you still have a complaint about the service provided to you by a Canadian government official abroad, please contact the Office of the Federal Ombudsman for Victims of Crime for further information and assistance.
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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. |
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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. |
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C. Passports & Citizenship
| SERVICE | TIME¹ | LOCATION² | |
*1. Passport Service |
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| (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 |
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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. |
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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. |
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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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