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1 - 15 of 28
Add a filter on Committee Evidence - CIMM-46
Committee Evidence - CIMM-46
2017-02-01
Hon. Michelle Rempel - 16:45
CPC (ON)
David Tilson (Dufferin—Caledon)
2017-02-01 16:45
...More
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.
Merci.
Monsieur Langford, je vous remercie de votre mémoire. Nous manquons bien évidemment de temps aujourd'hui.
Pouvez-vous nous indiquer les grandes priorités de l'Association du Barreau canadien pour ce qui est des améliorations à la prestation des services à la clientèle?
...Less
Government services
Immigration and immigrants
Modernization
Service delivery
Vance P. E. Langford - 16:45
Borys Wrzesnewskyj - 17:02
CPC (ON)
Bob Saroya (Markham—Unionville)
2017-02-01 17:02
...More
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?
Merci, monsieur le président.
Monsieur Arnold, vous avez parlé de l'Inde et de Chandigarh en particulier. Dans ma circonscription, c'est le plus grand problème pour 80 % des immigrants. J'ai deux employés à temps plein. Ils répondent aux questions d'incompréhension. Je ne sais pas si l'incompréhension vient des clients ou de notre côté. Quels sont les taux de refus à Chandigarh? Le savez-vous?
...Less
Government services
Immigration and immigrants
India
Modernization
Service delivery
David Arnold - 17:03
CPC (ON)
Bob Saroya (Markham—Unionville)
2017-02-01 17:03
...More
I thought you said your rejection was in the single digits. Is this on the North American side?
Je croyais que vous aviez dit que votre taux de refus était inférieur à 10 %. Est-ce du côté de l'Amérique du Nord?
...Less
Australia
Government services
Immigration and immigrants
Modernization
Service delivery
David Arnold - 17:03
CPC (ON)
Bob Saroya (Markham—Unionville)
2017-02-01 17:03
...More
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?
La prochaine question s'adresse à tous. Que pouvons-nous faire? Par exemple, j'ai reçu deux courriels ce matin de clients mécontents. Ils ne comprennent pas. Que pouvons-nous faire pour améliorer le système et la compréhension entre les demandeurs et l'administration centrale?
...Less
Government services
Immigration and immigrants
Information dissemination
Modernization
Service delivery
Borys Wrzesnewskyj - 17:04
Saima Malik - 17:05
CPC (ON)
Bob Saroya (Markham—Unionville)
2017-02-01 17:06
...More
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?
J'ai remarqué à de nombreuses reprises que des personnes instruites font des erreurs simples dans leur demande, ce qui mène à leur refus.
Y en a-t-il parmi vous qui recommanderait de simplifier le formulaire de demande actuel?
...Less
Government services
Immigration and immigrants
Modernization
Service delivery
Borys Wrzesnewskyj - 17:07
Borys Wrzesnewskyj - 17:13
CPC (ON)
David Tilson (Dufferin—Caledon)
2017-02-01 17:13
...More
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?
Madame Malik, une des plus grandes difficultés que les députés affrontent, ce sont les plaintes que nous recevons de la part des électeurs concernant la prestation de service, les retards de traitement et l'impossibilité de connaître l'état des demandes. C'est un très grand problème pour nous.
Comment résolvez-vous ces problèmes?
...Less
Application software
Government services
Immigration and immigrants
Modernization
Service delivery
Saima Malik - 17:13
Borys Wrzesnewskyj - 17:15
CPC (ON)
David Tilson (Dufferin—Caledon)
2017-02-01 17:15
...More
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?
Les cloches ne sonnent pas. C'est une bonne nouvelle.
Merci pour vos observations.
Vous avez de la concurrence. Nous aimons la concurrence, mais pour demeurer concurrentiel, vous devez améliorer votre offre de services numériques. Que faites-vous? Ce que je veux dire, c'est que vous êtes évidemment en concurrence avec d'autres groupes. Comment faites-vous pour progresser?
...Less
Application software
Government services
Immigration and immigrants
Modernization
Performance management
Service delivery
Saima Malik - 17:16
Add a filter on Committee Evidence - CIMM-45
Committee Evidence - CIMM-45
2016-12-13
Jenny Kwan - 15:54
CPC (ON)
Bob Saroya (Markham—Unionville)
2016-12-13 15:54
...More
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?
Merci, madame la présidente.
Nous avons parlé des centres d'appels. Êtes-vous confrontés souvent à ces problèmes? Je parle de cas concrets.
L'été dernier, le personnel de mon bureau a essayé, à de nombreuses reprises, d'appeler le centre d'appels. La réponse avait un rapport avec le renouvellement de la RP. On nous a dit qu'elle n'était pas encore prête. Lorsque j'ai appelé le bureau du ministre, on m'a dit qu'elle n'était pas encore prête. Lorsque j'ai appelé mon client pour m'excuser, parce que le document n'était pas encore prêt, il m'a dit : « Oh non, monsieur, je l'ai reçu il y a quelques jours. » Avez-vous souvent constaté ce genre de chose? C'est quelque chose qui m'est arrivé et j'ai été très gêné par cette situation.
Constatez-vous souvent ce genre de chose et que peut-on faire?
...Less
Call centres
Computer systems
Government services
Immigration and immigrants
Modernization
Service delivery
Dory Jade - 15:57
CPC (ON)
Bob Saroya (Markham—Unionville)
2016-12-13 15:57
...More
Is this new, or are we assuming it's coming up, or is this old stuff?
Est-ce quelque chose de nouveau ou qui va bientôt se faire, ou est-ce que cela existe depuis longtemps?
...Less
Call centres
Computer systems
Government services
Immigration and immigrants
Modernization
Service delivery
Dory Jade - 15:57
Loly Rico - 15:57
CPC (ON)
Bob Saroya (Markham—Unionville)
2016-12-13 15:59
...More
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?
Nous parlons d'améliorer le système. Comme vous le savez, nos budgets sont limités et plus de 50 % de notre travail consiste à appeler le centre d'appels et à faire un suivi avec nos électeurs et ce centre d'appels. Avez-vous des suggestions à faire sur la manière d'améliorer ce système?
...Less
Call centres
Government services
Immigration and immigrants
Modernization
Service delivery
Loly Rico - 15:59
Dory Jade - 16:00
CPC (ON)
Bob Saroya (Markham—Unionville)
2016-12-13 16:01
...More
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—
Sur un autre sujet, c'est une expérience personnelle que j'ai eue l'année dernière. Si les gens qui ont parrainé leurs parents ou si une autre personne demandaient l'aide d'un professionnel, je crois que ces demandes seraient approuvées instantanément dans 80 à 90 % des cas, et cela serait terminé. Les gens qui présentaient leurs propres demandes, qui ne disposaient pas de 500 ou 1 000 $ pour payer quelqu'un...
...Less
Government services
Immigration and immigrants
Modernization
Service delivery
Jenny Kwan - 16:01
Rachael Harder - 16:16
CPC (ON)
Bob Saroya (Markham—Unionville)
2016-12-13 16:16
...More
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?
Merci.
Je me base encore une fois sur mon expérience personnelle et j'ai eu connaissance l'année dernière d'un certain nombre de dossiers de ce genre. Les gens qui remplissent eux-mêmes leurs formulaires voient souvent leurs demandes rejetées. Les gens qui s'adressent à des personnes comme vous obtiennent de bons résultats.
Que peut-on faire? Dans certains cas, je savais personnellement que le demandeur était tout à fait qualifié, et il a été rejeté pour la simple raison qu'il avait commis une erreur parce qu'il n'était pas un spécialiste de ces formulaires. Pourriez-vous faire des suggestions sur les façons de faciliter pour ces gens-là la présentation des demandes, en particulier pour les personnes pauvres? Dans certains cas, je leur dis de s'adresser à un professionnel, mais ils ne disposent pas des 500 $ exigés. Avez-vous des suggestions à faire à ce sujet?
...Less
Government services
Immigration and immigrants
Modernization
Service delivery
Dory Jade - 16:17
CPC (ON)
Bob Saroya (Markham—Unionville)
2016-12-13 16:19
...More
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.”
Vous ne savez pas combien je trouve difficile de dire à quelqu'un qui n'a pas d'argent qu'il devrait aller voir un représentant. C'est à cette situation que je pense.
Personnellement, il y a quelqu'un qui est venu me voir plusieurs fois. Il est absolument qualifié, mais on a refusé sa demande. Lorsque j'ai appelé, on m'a dit : « Oh non, il doit présenter une nouvelle demande. »
...Less
Consultants
Government services
Immigration and immigrants
Modernization
Service delivery
Dory Jade - 16:19
CPC (ON)
Bob Saroya (Markham—Unionville)
2016-12-13 16:19
...More
So the first nine months, ten months, were gone—
De sorte qu'il a perdu 9 ou 10 mois...
...Less
Government services
Immigration and immigrants
Modernization
Service delivery
Dory Jade - 16:19
CPC (ON)
Bob Saroya (Markham—Unionville)
2016-12-13 16:19
...More
Then they have to reapply, but they still had to go back.
Il doit alors présenter une nouvelle demande, mais il devait encore y retourner.
...Less
Government services
Immigration and immigrants
Modernization
Service delivery
Dory Jade - 16:19
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