Informal Request for ATI Records Previously Released

Organization: Immigration, Refugees and Citizenship Canada

Year: 2022

Month: May

Request Number: 1A-2022-11632

Request Summary: I would like to receive any documents including emails about the IRCC's call centre and web form processing times, especially about citizenship grants, from 2019 onward until April 25, 2022 with information such as: how many daily phone calls are received AND answered, any explanation as to why people are being told that there are high call volumes and they cannot reach an agent, how many people are being hung up on by the automated system because of high call volumes, how many days it takes for the IRCC to reply to web form requests (which currently seems to be 50 days), what do the IRCC employees say about taking 50 days to respond to a web form -are there any complaints about the workload, and is the IRCC doing anything to improve these response times, and if so, what they are doing. If possible, I would like a comparison of these response times to see the difference between before the COVID19 pandemic and the current situation.

Disposition: All disclosed

Number of pages: 2

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