Question Period Note: PASSPORT SERVICE DELIVERY UPDATE

Update on passport service delivery to Canadians.

Service Canada is making sure that Canadians receive timely passport services.

As of August 24, 2025, Service Canada processed 96% of passport applications within the timeframe promised to Canadians.

Service Canada and Immigration, Refugees and Citizenship Canada are working together to advance key modernization efforts, such as the introduction of online renewal applications and automated processing, to improve service delivery and reduce the amount of time Canadians spend in line.

IF PRESSED (Line-ups and wait times)

Service Canada experiences seasonal peaks ahead of popular travel times in the summer and winter. During peak periods, it is typical to see an increase in line-ups for in-person service, as well as longer wait times for service from the Passport Call Centre.

Service Canada takes steps to shorten the amount of time Canadians spend in line by triaging clients, offering extended hours of services and promoting alternative service options.

Canadians are encouraged to submit or renew their application at least six months prior to the expiration date on their passport or their travel date to avoid any delays.

The Passport Program is essential for providing Canadian citizens with travel and identity documents. ESDC/Service Canada handles domestic service delivery on behalf of Immigration, Refugees and Citizenship Canada (IRCC), ensuring that passport applications are processed efficiently and meet established service standards.

The service standards require processing 90% of complete applications within specific timelines: 10 business days for in-person applications at specialized passport offices or Service Canada Centres offering expedited services, and 20 business days for applications received by mail or at standard Service Canada Centres. These standards have been in place since their implementation in July 2013.

ESDC/Service Canada, in collaboration with IRCC, continues modernization efforts to enhance processing capabilities, expand service access, and improve overall client experience. For example, the launch of Passport application status checker in March 2023 provided another option to Canadians, so they do not need to wait on hold or in line when they want an update on the status of their passport application. In July 2023, Service Canada began rolling out the new passport intake and processing systems, which were fully deployed by October 2024. It enabled built-in automation of renewal applications, increased access to passport services and created a more efficient, paperless intake and processing environment, thereby reducing manual processing. In late 2024, ESDC/SC supported IRCC’s gradual rollout for online passport application process, which allowed eligible Canadians to renew online. The introduction of online passport applications will provide eligible applicants with a convenient and accessible way to obtain passport services, eliminating the need for clients to have to visit physical offices or mail in the application.

ESDC/Service Canada continually assesses the needs of Canadians, including improving services in Northern, rural and remote communities. In November 2024, ESDC/SC introduced 10-day passport service in Yellowknife and Iqaluit. In addition, as of September 2025, express pick-up (3 to 9 business days) is available in Charlottetown.

The Passport Program is led by Immigration, Refugees and Citizenship Canada (IRCC). On behalf of IRCC, Service Canada leads the delivery of the Passport program to Canadians in Canada.

The program aims to process 90% of complete applications within published service standards, including those submitted at Service Canada Centres offering expedited services (processed within 10 business days), and those submitted at regular Service Canada Centres, Scheduled Outreach Sites, or by mail (processed within 20 business days).

Passport demand for 2025-2026 are on track to be 21% lower than in 2024-2025.

Clients can access passport services at 579 of Service Canada’s points of service, including 18 Service Canada Passport Offices across the country. 10-day service is offered in 61 sites, and 20-day service is offered in 273 Service Canada Centres and 245 Scheduled Outreach locations.

96% of Canadians have access to a Service Canada point of service within a 50-kilometre radius of their home.