Question Period Note: PASSPORT SERVICES

Passport Program Services

• Passport issuance is an important service delivered by the Government of Canada that unlocks the world for Canadians by providing visa-free access to over 180 countries.

• Most Canadians can access a range of services, including passport services, at one of over 300+ Service Canada Centres, most within 50 kms of where they live.

• Specialized services have also been offered For example, mobile passport services were offered to remote Northern communities in early 2024, in support of Canada’s participation in the Arctic Winter Games.

• The Government recently reaffirmed in Budget 2024 its commitment to return service standards to 10 days for in-person applications and 20 days for mail-in application processing. Service standard adherence for fiscal year 2023-24 was 92.5%.

• Beyond improved access to passport services, modernization initiatives aim to reduce processing times, which translate into improved services to Canadians.

If pressed on online passport services:
• The Government of Canada is working to allow Canadians to renew their passports online quickly and easily.

• We are fulfilling a commitment made to Canadians by offering a first step to a more convenient and efficient way to renew passports online. This will allow Canadians to submit their application securely, whenever and wherever is most convenient.

• A phased roll-out, currently available to a limited number of eligible applicants in Canada, allows us to carefully monitor, adapt, and refine the process to ensure it works smoothly before expanding access to more Canadians.

• As part of this approach, some Canadians visiting Canada.ca/passport to renew their passport will be randomly selected to try the new system.

If pressed on Canada Post strike
• Canadians will continue to receive passport services during the Canada Post labour disruption but they may experience some delays.
• Canadians travelling in the next 6 weeks should apply in person at a Service Canada location offering 10-day service.
• Canadians who applied by mail and require a passport urgently can contact the call centre or visit a passport office in-person. Depending on the situation, we may be able to transfer their application to a Service Canada location with pickup service.
• For additional information on applying for a passport and ongoing updates, Canadians can visit Canada.ca/passport.

If pressed on service standard adherence:
• Passport applications are usually highest in January through March; in 2024, volumes during that period were substantially above average.
• During peak periods, the Program works to maintain service standards by adjusting the way it works, including increasing its capacity and workforce to ensure Canadians can receive their passports in a timely manner.

• The Passport Program is led by IRCC in partnership with Employment and Social Development Canada (ESDC) and Global Affairs Canada (GAC).
• Through the Canadian Passport Order, the Minister of Immigration, Refugees and Citizenship (IRC) authorizes ESDC and GAC to exercise specific functions to support service delivery domestically and abroad.
• Canadians can access passport services at 336 sites, including 58 sites offering standard 10-day pick-up services (of which, 31 sites also offer either urgent or express services), in addition to 249 scheduled outreach sites that provide in-person services to communities without easy access, through dedicated call centres, through Member of Parliament offices, and via mail at two processing centres in Canada.
• Overseas passport services are provided at 121 full service and 85 partial service missions, around the world. Service levels abroad continue to vary depending on the localized situation.
• Recent years have presented challenges from a service delivery perspective, including the pandemic and the sudden return in demand for passport services and resulting backlogs in spring 2022. However, the Program adapts to these challenges when required by investing in its workforce and improving and/or adjusting service delivery.
• In cases where service standards are not met, the Program issues a 25% refund to clients when an application is processed between 1-10 business days outside of service standards, and 50% to clients for 11+ business days beyond service standards

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