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Results: 1 - 60 of 76
View Alexander Nuttall Profile
CPC (ON)
There is only one perspective that matters here. That is the perspective of the people we're serving. Those are the people who are calling in. Those are the callers. From the callers' perspective, it's a 36% rate. From your department's perspective, it's a 90% rate. That is a huge variance. That actually is the best example of the culture issues that are so obviously existing. I don't think there's a member around this table right now who is thinking, “Yeah, we don't really have culture issues; we need a little bit more transparency and maybe we need to train some people better and get some better technology, and CRA is off to the races”.
I don't think that is a thing. That's the message I'm hearing, and I don't think that's a thing that exists around this table. I think you need to go back. I want to know who came up with the system to say that over half the callers aren't actually callers. I want to know who came out with these results, because they just don't make sense.
View Alexander Nuttall Profile
CPC (ON)
I know this wasn't necessarily the direct focus of the report, but have we seen circumstances when incorrect information was given out by the federal government and the federal government then changed the amount they're saying is owed, based on the information they gave out originally, or did we just not get there?
View Alexander Nuttall Profile
CPC (ON)
Thank you, Mr. Chair.
I wanted to continue with the CRA audit. After determining a 30% inaccuracy rate in the information provided by persons working for the CRA, your report goes into the information that's provided by CRA in their auditing of their own activities, whether it's inaccuracy—their 6% rate versus your 30%—or the number of calls, because they don't include the blocked calls or calls that don't reach somebody in that process.
You recommend training. You recommend better services in tracking what's going on at the CRA. What do you recommend as a follow-up time period? To go from a 30% inaccuracy rate, what would be a good timeline for us to look at this and to ask for more information on changes that hopefully won't be needed?
View Alexander Nuttall Profile
CPC (ON)
Where is the issue? In your opinion, is this a top-down issue at this point? Is this strictly a training issue, whether it's on the quality assurance side or the people who are facing the client?
View Alexander Nuttall Profile
CPC (ON)
With all that said, if your business is taxation and somebody asks you when the interest is going to be charged on taxes owing, this is basically almost as easy a question as you can get. It amazes me that we need a screen to do that. How is it that we don't have training in place to show these people? This is basic.
If somebody called me when I was a banker and asked, “Alex, when does the interest start accruing?”, I knew the answer to that every single time—and it's different on every single deal—because I just know my business. How do our employees not know their business when it comes to everybody in the country having the same answer?
View Phil McColeman Profile
CPC (ON)
Thank you, Chair.
Thank you, Mr. Walbourne, for your testimony today and for being here.
I read your latest report, and when I look at the things you're saying, it makes me wonder what you would do if you had a clean slate, if none of these barriers existed.
In other words, you're a painter and you have a blank canvas. How would you establish a system that would work for the best possible delivery of benefits for our serving members in that transition time to Veterans Affairs? What would it be? What would it look like?
View David Tilson Profile
CPC (ON)
I guess the question is what we do now. Do we get rid of them? Does the department take it over?
Maybe I'm alone, but my observation listening to the testimony is that it's not working.
In fact, maybe you could elaborate on this. What concerns does the department have with respect to the ICCRC and its tenure as a regulator over the last six years? You must have thoughts on whether it should continue, whether it can be fixed, and whether we should have something else.
View Bob Saroya Profile
CPC (ON)
If I can follow up, the public trust is the main thing. The public trust isn't there so far. I know that you are doing your level best, but it hasn't worked for the last number of years. Mr. Tilson asked if you—the government, the body—should take over, redo the whole thing, and let this ICCRC go and—
View Bob Saroya Profile
CPC (ON)
Thank you, Mr. Chair.
Thank you again, Minister. Coming from the community, you and I worked with the community long before we became MPs. These are the habits we have developed over the years.
Regarding the client services, as you know, much of our money gets spent on the immigration files on a daily basis. If you talk to one client or to 50 clients, the answer is basically the same. They will probably tell you that the process is taking too long, unsatisfactory answers, dropping of phone calls, and the list goes on. What can you tell them, Minister? What have you done to improve this, and is there something coming soon?
View Bob Saroya Profile
CPC (ON)
Minister, we have talked about the crooked consultants. We heard the horrible stories. I personally want you to watch one of the videos that I'm going to give you on how people get ripped off. They are talking about committing suicide and so on.
I think many of us believe that if the application were made easier to fill out, people could do it themselves. Because the application is a bit harder, they end up going to the crooked consultant and this is where they get ripped off. Is there any way we can shorten it? Can something be done?
View Bob Saroya Profile
CPC (ON)
From time to time—we hear this on a regular basis—people who fill out their own applications make a mistake. They're trying to save $1,000 or whatever the cost is.
We asked this question many times in the last committees. If there is a smaller issue, for example, data is filled out wrong, filled out in the wrong spot, or minor variances, why can't we call or email the client to tell them to fix it?
View David Tilson Profile
CPC (ON)
Thank you.
Mr. Langford, thank you for the brief that has been prepared, and obviously we have a time problem here today.
I wonder if you could tell us the top priorities of the Canadian Bar Association for recommending improvements to client service delivery.
View Bob Saroya Profile
CPC (ON)
Thank you, Mr. Chair.
Mr. Arnold, you talked about India, Chandigarh specifically. In my riding, that is the biggest issue for 80% of the immigrants. I have two full-time staff. They answer the confused questions. I'm not sure if it's a matter of confusion with the clients or on this side. What sort of rejection rates are there in Chandigarh? Would you know?
View Bob Saroya Profile
CPC (ON)
I thought you said your rejection was in the single digits. Is this on the North American side?
View Bob Saroya Profile
CPC (ON)
This question is for everybody. What can we do? For example, I got two emails this morning from dissatisfied customers. They are confused. What can be done to improve the system, the understanding between the applicants and headquarters?
View Bob Saroya Profile
CPC (ON)
I've noticed many times that well-educated people make mistakes on applications, simple mistakes, and cases are rejected.
Is there any suggestion from any of you for the application to be made much simpler than what we have out there?
View David Tilson Profile
CPC (ON)
Ms. Malik, one of the biggest problems for members of Parliament is the complaints that we get from constituents about service delivery, delays in processing times, and their inability to get status reports. It's an awful problem for us.
How do you deal with those things?
View David Tilson Profile
CPC (ON)
The bells aren't going. Well, that's good news.
Thank you for your comments.
You are in competition. We love competition, but one of the issues of competition is improving your digital service offerings. What do you do? I'm saying there are obviously other institutions that you're in competition with. How do you keep up?
View Bob Saroya Profile
CPC (ON)
Thank you so much, Madam Chair.
We talked about the call centres. How often do both of you see these issues? I'm talking about practical situations.
In the past summer, my office tried to call the call centre over and over. The answer had something to do with a PR renewal. They were told it was not ready yet. When I called the minister's office, the answer I got was that it was not ready yet. When I called the client to say I was sorry, but it wasn't ready yet, he said, “Oh, no, sir; I got it a couple of days ago.” How often do you see these things? This is something I dealt with, and I was embarrassed by the whole situation.
How often do you see stuff like this, and what can be done?
View Bob Saroya Profile
CPC (ON)
Is this new, or are we assuming it's coming up, or is this old stuff?
View Bob Saroya Profile
CPC (ON)
We're talking about improving the system. As you know, we have limited budgets, and more than 50% of our work is making the calls to the call centre and following up with constituents and the call centre. Do both of you have any suggestions on how we can improve it?
View Bob Saroya Profile
CPC (ON)
On a different topic, this is from personal experience in the last year. If people who sponsored their parents or anybody else went for professional help, my experience is that they were approved 80% to 90% instantly, and they were done. The people who filed their own applications, who didn't have the $500 or $1,000 to pay somebody—
View Bob Saroya Profile
CPC (ON)
Thank you.
To speak from personal experience again, last year I saw a number of these cases. Of the people who filled out their own forms, many found their forms rejected. The people who went to people such as you were successful.
What can be done? In some cases, I personally know that they're absolutely qualified, and they were rejected simply because of an error made because they're not professionals in filling out those forms. Are there any suggestions you can give on how we can make it easier for people to do it for themselves, especially poor people? In some cases I have to tell them to see a professional, but they don't have the five hundred bucks. Is there anything you can bring forward that can be done?
View Bob Saroya Profile
CPC (ON)
You don't know how hard it is for me to tell somebody who doesn't have the money that they have to go see somebody. I was coming from that point of view.
Personally, somebody came to see me over and over. They are absolutely qualified, but they were denied. When I made the phone call, they said, “Oh no, they have to reapply for it.”
View Bob Saroya Profile
CPC (ON)
So the first nine months, ten months, were gone—
View Bob Saroya Profile
CPC (ON)
Then they have to reapply, but they still had to go back.
View Bob Saroya Profile
CPC (ON)
That would be fantastic. We can forward those cases to you.
View Bob Saroya Profile
CPC (ON)
Is there anything that you would like to add?
View Bob Saroya Profile
CPC (ON)
Most of the time when they come to us, the damage is done. This is the problem.
View Bob Saroya Profile
CPC (ON)
Thank you so much, Mr. Chair.
Both of you were here in the last hour as well. If you listened to the whole thing, you know it's a human factor. People, clients, come to the MP's office because we treat them as humans, we sympathize with them, we listen to them, and we act and react.
Do you think we have a disconnect at the call centre? The clients would look like something like this, for example, while the management and the call centre people may be different. They don't understand that side of the equation. What can be done to take some of the burden away from the MP's office?
View Bob Saroya Profile
CPC (ON)
With regard to the cost analysis, the IRCC spends huge money out there.
If both of you were the immigration minister for the day, the week, or the month, what changes would you bring to the table for call centres or.... You understand things from both sides.
What would you do, David? Let's start with you.
View Bob Saroya Profile
CPC (ON)
What would you do if the file was right but something was missing, a very small item? What would you do so the guy wouldn't have to pay the money again or he wouldn't have to get back into the queue? What would you suggest?
View Bob Saroya Profile
CPC (ON)
Thank you to all the officials for coming in and giving us the lowdown.
My first question, for Mr. Orr or anybody else, is with regard to the passport. Passport Canada’s information systems are being integrated into the global case management system. This follows the 2013 shift in responsibility for passports to what was then the Department of Citizenship and Immigration. A recent internal audit of the integration process found that, among other things, planning for security requirements was inadequate. Could you please give the committee an update on actions taken to fix the system and on when you expect the passport program to be fully integrated into the GCMS?
View Bob Saroya Profile
CPC (ON)
Thank you.
In 2015, Immigration, Refugees and Citizenship Canada launched a survey to measure the impact of program modernization on client satisfaction. How many people participated in this survey? Were participants Canadians or foreign nationals? Can you share the highlights of the survey with the committee? Also, have any measures been taken to respond to the results of the survey? Last, does IRCC plan to do more surveys on the same topic?
View Bob Saroya Profile
CPC (ON)
Were the 15% of customers dissatisfied basically because it was taking too long? I see that 85% were satisfied. Mr. Orr's statement says “85% of them were satisfied with their immigration and citizenship experience. But they also told us that they would like to get more information about their case status.”
Their dissatisfaction was really with the length of time...?
View Bob Saroya Profile
CPC (ON)
The target for economic immigrants in the 2017 immigration level plan is 73,700, a significantly higher number than the number of foreign nationals who arrived through express entry in the first year of this operation. There were 9,740 individuals, including principal applicants and their families, who came. How many economic immigrants have arrived through express entry in its second year? Has the department been able to maintain the service standard of processing 80% of express entry applications in six months or less?
View David Tilson Profile
CPC (ON)
Thank you, Mr. Chairman.
We've been talking about processes, and some of the witnesses who have come to the committee thus far have said that the application system that Canada has is flawed. An applicant must submit their information multiple times, essentially opening a new file as they approach the department, be it as a visitor or for a visa, sponsorship, or residency. It has also been suggested that a better model could be used by the CRA.
Starting with Monsieur Jacques, because you did get into the topic of centralization, can you suggest a model that could be used and would be better than what we have?
View David Tilson Profile
CPC (ON)
Mr. Jacques, may I interrupt just for a second? The reason these comments have been made is because the big concern that has come before the committee is that the delays are unreasonable. That's what a number of witnesses have told us. We're trying to figure out what we can recommend to the government and how these delays can be shortened.
One suggestion was that there be a new model. You're saying that the model is adequate. Is that what you're saying?
View David Tilson Profile
CPC (ON)
Monsieur Jacques, can you make recommendations to the government as to how the regulations could be changed to reduce the delays?
View David Tilson Profile
CPC (ON)
All right.
It's been suggested by some witnesses that a cap on applications for parents and grandparents be raised to 20,000 or 30,000 per year, or that the cap be removed entirely.
Perhaps we can start with Ms. Chomyn.
What would be the impact of such a move on the operations that we have? Specifically, what would be the impact on staffing, wait times, backlogs, etc.?
View David Tilson Profile
CPC (ON)
View David Tilson Profile
CPC (ON)
You're responsible for Pakistan. Due to the security in Pakistan, applications from Pakistan are processed by London-based visa officers who travel to Islamabad to conduct interviews, often requiring interpreters for several different languages. How many officers in London process the workload from Pakistan?
View Bob Saroya Profile
CPC (ON)
Thank you to the witnesses.
My first question is to Ms. Fraser.
I represent a mixed riding with many different cultures. The biggest headache we get is from Chandigarh. It's all about Chandigarh. What can we do to improve that office? All the questions people ask are all about Chandigarh. What are the department standards for the Chandigarh office? Does it take 12 months, 24 months, 36 months? How long on average does it take to process an application in Chandigarh?
View Bob Saroya Profile
CPC (ON)
In India, most of the marriages take place in the wintertime. In the spring, people come back and they do the sponsorship, especially for the spousal cases. Do we get some extra help or extra resources? Do we hire extra people in the summertime to process these cases in a timely fashion?
View Bob Saroya Profile
CPC (ON)
In cases of marriage of convenience for the cases in China and India, what is the percentage of marriages of convenience? Do you have a rough guess? Is it 10%, 20%?
View Bob Saroya Profile
CPC (ON)
It's 86% in India. What would be the percentage in China, in Beijing, or in any of the other centres?
View Bob Saroya Profile
CPC (ON)
What sort of delays...? We've heard this over and over in the last number of weeks, that delays are too long. I agree with all of you. Fifty-one months, 48 months.... What would be an acceptable number, in your opinion?
View David Tilson Profile
CPC (ON)
Ms. Antonio, you have made a recommendation to the committee that the cap be removed, and you're not the only one who's said that. In other words, that's a popular recommendation.
The committee has several issues that it's dealing with. One is what in the world are we going to do with this backlog? How are we going to recommend to the government that we get rid of this backlog? Another is, how are we going to cut down on the wait times which are extremely long? All of that ties in with your recommendation of getting rid of the cap.
One witness said that you can't deal with the wait times until you get rid of the backlog and it's just impossible to do that.
There are obviously different alternatives. The government can put more money into the system. I suppose it would be the same thing, but the government could hire more staff to process these things, or the government could develop new processes.
My question is for all of you. I'd like all three of you to comment on this, but we'll start with Ms. Bragg. One of you has said that we could streamline the process and that's an interesting one. How would you recommend to the committee that the processes be streamlined?
View David Tilson Profile
CPC (ON)
I'm sorry to interrupt you, but that's a very important issue. It's great to say to get rid of the cap, but that's going to cost money, and we have to be responsible to the taxpayer.
View David Tilson Profile
CPC (ON)
Ms. Antonio, with regard to streamlining the process, one witness said that we could get more technology into the system. Have you philosophized about that? Is there a way to cut back on the paperwork or the bureaucracy?
View David Tilson Profile
CPC (ON)
You work with the system. There must be some bureaucracy that you find absolutely silly, or maybe I'm wrong. Maybe it's not slow.
View David Tilson Profile
CPC (ON)
Mr. Bissett, I'm always pleased to see you and hear you. You always give good counsel to the committee. I'd like to ask you some questions with respect to backlogs and wait times, which is one of the principal issues that the committee is concerned with.
The committee has heard considerable testimony on wait times and backlogs, particularly for family members. We're hearing some now. These testimonies vary depending on the source country and the type of family member, of course. In addition, we heard testimony on Tuesday which suggested that you cannot increase the numbers until you clear the backlogs, and that you can only clear the backlogs with the following: one, increase the funding to the different processes; two, increase the number of staff, which I suppose is the same thing as increasing the funding; and three, limit the intake. There was the suggestion of technological improvements. You might have some concepts about what technological improvements could be made to the system to expedite processing.
Mr. Bissett, given your experience as the former head of the immigration service, can you tell me what your take is on this? Can you advise us how the government should tackle backlogs and wait times, while being responsible stewards of the taxpayers' dollars?
View David Tilson Profile
CPC (ON)
Have you any thoughts on technological improvements, in other words changing the whole process by which we do things?
View Bob Saroya Profile
CPC (ON)
Thank you.
We talk about the processing time, the number of years for parents and grandparents. What would be acceptable? What should it be? Would you recommend something for the time it takes to approve their applications? Do you have anything to add to that?
View Bob Saroya Profile
CPC (ON)
Thank you to both witnesses for coming and educating us.
Something caught my eye here. Mr. Kurland, you're saving $100 million in a couple of seconds. Three million hours saved times $30 an hour plus the tax on that. There's $100 million for the Minister of Finance, and the taxpayers are going to love you for this one. Could you explain it a bit more?
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