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Results: 1 - 15 of 31
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)
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