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International programs & student supports

Contacting IRCC

When should I contact IRCC?

If you have questions about your temporary resident status in Canada, the first thing you can do is consult with the Immigration, Refugees and CItizenship Canada (IRCC) website. On their website, you can find instructions, application forms, and answers to many frequently asked questions.

If you cannot find the information you need on the IRCC website, contact the International Centre for Students (ICS) for support.

Sometimes, even after consulting the IRCC website and ICS, you will still need to contact IRCC directly. Consider the options below and choose the most effective method for your situation.

Checking the status of your application

  • Review IRCC's instructions on how to check your application status online
  • If your application has exceeded the estimated processing time listed on the IRCC website, you can contact IRCC to follow up
    • IRCC will not respond to enquiries about the status of an application that has not exceeded the estimated processing time
  • Keep in mind that it is not typically possible to speed up processing of an application

Contacting IRCC by phone (inside Canada only)

If you are inside Canada, you can call the IRCC Client Support Centre at 1-888-242-2100.

Client Support Centre agents are available Monday to Friday from 8:00 a.m. to 4:00 p.m. local time. They are not available on weekends or statutory holidays. The best time to reach an agent is promptly at 8:00 a.m. when the lines open.

When calling the Client Support Centre, listen carefully to the options and follow the prompts to be put in a queue to speak with an agent. If the Client Support Centre is experiencing a high volume of calls and no agents are available, your call will be disconnected. The best strategy is to keep calling until you are placed in the queue to speak with an agent. Be prepared to wait on hold for an extended period of time once you are in the queue.

When you speak with an agent

Make sure to clearly explain your situation to the agent so that you can receive accurate information.

You should also make note of:

  • the date and time
  • the agent's name and identification number
  • the exact information they provided

 You may also want to ask if the agent can email you the information provided for your records.

Please note that Client Support Centre agents are not immigration officers, and cannot make decisions on your application.

Using the IRCC web form

Use the IRCC web form to:

  • ask about an application, including a submitted application that has passed the normal processing times
  • ask general questions about a program or service
  • provide new information about your application
  • change your contact information
  • add, change or remove a representative
  • report a technical problem
  • give feedback on IRCC services

In the space provided in the form, make sure to clearly explain your situation and provide all relevant details. Otherwise, you may receive information that is not accurate.

If you are contacting IRCC to report a technical problem, take screenshots of the issue to upload with your web form submission.

ICS Support

Contact the International Centre for Students (ICS) if you have questions about your or your dependents’ temporary resident status or documents, or if you need tips on how to communicate with IRCC.