Consular services: Service Standards

Consular services are based on written Service Standards. These detail the services that we provide, along with qualitative and quantitative standards to be used by employees. These Service Standards are available at all our offices overseas and either are in public view or can be provided by employees.

Every effort is made to adhere to these standards. If you wish to make a complaint about the quality of consular service you received while abroad, please fill out our Client feedback form. (PDF version, 108.29 KB).

Declaration of quality

Foreign Affairs, Trade and Development Canada is committed to providing effective and efficient consular service to Canadians around the world. Our commitment is to provide service characterized at all times by sensitivity, empathy, courtesy, speed, accuracy and fairness.

Our services are available through our headquarters in Ottawa and through our network of offices in other countries. Emergency services are available 24 hours a day, seven days a week.

Every effort will be made to obtain solutions to specific problems and to provide the required service. However, our ability to do so and our success are conditioned, in many instances, by the laws and regulations of other countries as well as the quality and level of co-operation offered by persons and organizations outside the government of Canada.

Details on our services are available upon request. We also welcome your comments and suggestions.

Privacy notice

Consular officials are committed to protecting your privacy rights. The personal information they collect from you when you experience problems while abroad is safeguarded against inappropriate disclosure under the provisions of the federal Privacy Act. However, in accordance with the Act, there are a few exceptions under which your personal information may be disclosed.

For more information on the Consular Services' Privacy Notice, consult the Consular Services Privacy Notice Statement.

Schedule

A. Protection and assistance

Protection and Assistance
SERVICETIME¹LOCATION²

Respond to an emergency

Immediately

All

Communications with family and/or friends in the event of an emergency

12 hours

All

Assistance for repatriation, urgently needed medical or professional attention

As required

All

Notification of next of kin in the event of death or life-threatening illness or injury

As required

All

Contact with arrested or detained persons

Within 24 hours

All

Missing persons

12 hours

All

Financial Transfers (fees apply)

2 working days

Main

Child custody

As required

All

Kidnapping

As required

All

1. Refers to response time and may be subject to factors beyond our control.
2. Refers to the offices in other countries at which such services are available. All=All Canadian offices. Main=Full Service Diplomatic Mission. Small=Limited Service Diplomatic offices. Micro=Emergency Services Only.
A listing of offices by category is available upon request.

B. Prisoners

Contact with prisoners. This service varies from country to country depending on needs and conditions. Generally, contact will be made as follows:

Prisoners
SERVICETIME¹LOCATION²

(a) Africa, Middle East, Asia, South Pacific Islands, Latin America, Caribbean and East Europe

3 Months

All

(b) Western Europe (except U.K.)

6 Months

Main

(c) Australia, New Zealand, United Kingdom and United States

12 Months

Main

1. Refers to response time and may be subject to factors beyond our control.
2. Refers to offices in other countries at which the specific service is available. All=All Canadian offices. Main=Full-Service Diplomatic offices. Small=Limited-Service Diplomatic offices. Micro=Emergency Services Only. A listing of offices by category is available upon request.

C. Passports & citizenship

Passports & Citizenship
SERVICETIME¹LOCATION²

1. Passport Service (fees apply)

(a) Emergency

As required

All

(b) Temporary passport

As required

Main

(c) Regular, missions outside the U.S.3

20 working days

Main

(d) Regular, applications from the U.S.3

20 working days

Main

Note: At many missions abroad there are peak periods when it may not be possible to meet the time standard for passport services. As well, while every effort is made to ensure missions have adequate resources to meet the demand, issues of workload and volume may from time to time affect the ability of some missions to meet these standards. Clients should check with individual missions directly, or visit their websites, for information on any deviation from these standards.

 

2. Citizenship Service—Advice and Guidance, and Forwarding to Registrar of Citizenship (fees apply)

(a) Application3 in Person

10 working days

Main

(b) Application3 By Mail

20 working days

Main

1. Refers to response time and may be subject to factors beyond our control.
2. Refers to offices in other countries at which the specific service is available. All=All Canadian offices: Main=Full Service Diplomatic offices: Small=Limited Service Diplomatic offices; Micro=Emergency Services Only. A listing of offices by category is available upon request.
3. The standard begins when a complete application is received. 

D. Information—Canada

Requests for information and advice on:

Information - Canada
SERVICETIME¹LOCATION²

Customs Regulations

5 working days

Main

Civil Aviation

5 working days

Main

Taxation

5 working days

Main

Pensions

5 working days

Main

Social Services

5 working days

All

Voting Abroad

5 working days

All

Travel—Third Countries

Immediately

Main - Small

Immigration

5 working days

Main - Small

Banking

5 working days

All

Education

5 working days

Main

1. Refers to response time and may be subject to factors beyond our control. The 5-day standard only applies to requests for information that cannot be met through the provision of available written information. Otherwise, the time standard is immediate.
2. Refers to offices in other countries at which the specific service is available. All=All Canadian offices: Main=Full Service Diplomatic offices: Small=Limited Service Diplomatic offices; Micro=Emergency Services Only. A listing of offices by category is available upon request.

E. Information—local

Requests for information and advice on:

Information - Local
SERVICETIME¹LOCATION²

Customs regulations

3 working days

All

Civil aviation

3 working days

All

Taxation

3 working days

All

Pensions

3 working days

All

Social services

3 working days

All

Immigration

3 working days

All

Legal services

3 working days

All

Travel

Immediately

All

Banking

3 working days

All

Education

3 working days

All

1. Refers to response time and may be subject to factors beyond our control. The 3-day standard only applies when the requested service cannot be met using available written information. Otherwise, the standard is immediate.
2. Refers to offices in other countries at which the specific service is available. All=All Canadian offices: Main=Full Service Diplomatic offices: Small=Limited Service Diplomatic offices; Micro=Emergency Services Only. A listing of offices by category is available upon request.

F. Legal and notary

Legal and Notary
SERVICETIME¹LOCATION²

1. Emergency notary service (fees apply)

As required

All

2. Assistance Under the Canada Evidence Act (fees apply)

2 working days

All

3. Letters to foreign authorities to assist Canadian citizens in respect to visas, residency, exit, marriage, etc. (fees apply)

3 working days

Main - Small

4. Formal transmission of documents in private legal matters

3 working days

All

5. Claims against foreign states by Canadians (including corporations)(fees apply)

3 working days

Main - Small

6. Legalization, serving and obtaining documents (fees apply)

3 working days

Main - Small

7. Act as commissioner of a Canadian court (fees apply)

As required

Main - Small

8. Reciprocal enforcement of judgements

5 working days

Main

9. Translations of legal documents

5 working days

Main

10. Assistance in extradition matters

As required

All

11. Assistance under the Hague Convention

As required

All

12. Assistance under prisoner transfer treaties

As required

All

13. Support for rogatory commission (fees apply)

As required

All

14. Property and estate management

5 working days

Main - Small

15. Trust Account Management (fees apply)

5 working days

Main - Small

16. Assistance Under Part 1 of the Canadian Shipping Act

5 working days3

Main

1. Refers to response time and may be subject to factors beyond our control.
2. Refers to offices in other countries at which the specific service is available. All=All Canadian offices: Main=Full Service Diplomatic offices: Small=Limited Service Diplomatic offices; Micro=Emergency Services Only. A listing of offices by category is available upon request.

Consular fees

Consular services are supported by a number of fees paid by the travelling public. All the fees collected are used to maintain and improve Canadian consular services around the world.
There are two main types of fees: the Consular Service Fee and the Consular Specialized Services Fees.

Consular service fee

This fee of $25 is collected when you apply for an adult passport.
To obtain more detailed information, consult the Consular Services Fees Regulations.

Consular specialized services fees

These fees are collected when a specialized service is provided. Specialized services mainly relate to financial transfers abroad using the facilities or legal and notary services of Foreign Affairs, Trade and Development Canada. Please note that some specialized services may not be available at all locations abroad due to operational or other reasons.

For more information, including a list of services and associated fees, consult the Consular Fees (Specialized Services) Regulations.
For information on fees for passport services, visit the Passport Canada website.

 

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