Escalations and complaints triage
Every inbound email, portal message, phone note and review is labelled by practice area, intent, root cause, tone and deadline, put in an SLA queue, routed to an owner and given a draft reply that a person approves.
340 synthetic messages from the last 30 days (email, client portal, phone notes and Google reviews; a sample of total volume) across five practice areas: Express Entry, work permits, family sponsorship, citizenship and criminal inadmissibility. The classifier is a set of plain rules in code, so every label shows the phrase that produced it. Drafts come only from lawyer-approved templates, are checked for legal advice, and are never sent: approval records the decision in your browser.
Start here: one message, start to finish
12 days of silence after paying
Daniela Rosário-KleinCV-2026-03184Email3 earlier contacts
We paid in full on October 7 for my spousal sponsorship and have heard nothing since. That is 12 days. Nobody has replied to my two emails. I have posted a one-star Google review today and I want to speak to a manager. I am very disappointed.
A client who paid, heard nothing for twelve days and has just posted a one-star review. In a shared inbox this waits behind routine questions. Here it goes to the top.
1
Classified: Family, escalation requestTone negative, escalation risk 87 of 100, third contact in 30 days
2
Root cause: silence after paymentThe system fix: a silent-file alert at 14 days and a proactive update at every milestone, so the next client never writes this.
3
SLA at risk: 2:00:00 leftP2 · first response due 24 hours after receipt
4
Owner: Escalations deskCase manager Priya Raman; escalation request, or complaint with risk ≥ 60
5
Reply drafted, lawyer approval requiredFrom T-COMPLAINT Complaint acknowledgement and plan, v3, approved 2026-10-02. No legal advice; nothing is sent automatically.
The full queue
108
Open of 340 messages in range
6
First-response SLA breached
7
Open with a deadline ≤ 14 days
19
Open, escalation risk ≥ 60
27
Open, negative tone
0
Drafts approved or with a lawyer (you)
108 shown. Click a column header to sort. SLA timers run live from Monday 19 October 2026, 09:00 Toronto time (simulated clock) and apply to New and Escalated messages. Select a row for the thread, the reasoning and the draft.
| Status | Pri. | Message | Area | Case manager | Root cause | Tone | ||||
|---|---|---|---|---|---|---|---|---|---|---|
| −41:53:00 | Escalated | P2 | 3 d ago Client portal | Mei Gunawardena CV-2026-08919 | Weeks without an updateI am disappointed with the communication on my spousal sponsorship application. Weeks without any update is unacceptable. | Family | Claire Dubois Escalations desk | Silence after payment | negative | 65 |
| −40:00:00 | Escalated | P2 | 3 d ago Google review | Yusuf Castellanos CV-2026-04586 | Poor communicationGoogle review, 2 stars: "I am disappointed with the communication on my study permit application. Weeks without any update is unacceptable." | Work permits | Nate Okafor Escalations desk | Silence after payment | negative | 79 |
| −22:29:00 | New | P3 | 3 d ago Client portal | Kofi Eskandari CV-2026-02793 | Who is my contact now?I got an email from a different person about my Express Entry PR application. Who is handling my file now, and is there any update? IRCC asked for additional documents and we must respond within 28 days. This is stressful for our family. | Express Entry | Omar Haddad Express Entry CS pod | Details lost in a handoff | neutral | 9 |
| −16:05:00 | Escalated | P2 | 40 h ago Email | Fatima Ibarra CV-2026-03794 | Refund and explanation requiredMy case was closed without any explanation after I paid. I want a refund or I will file a complaint with the law society. | Unclear | Sofia Marchetti Escalations desk | File closed without explanation | negative | 100 |
| −10:04:00 | New | P2 | 34 h ago Google review | Leila Delacroix CV-2026-02129 | Consultation no-showGoogle review, 2 stars: "I booked a consultation about my criminal rehabilitation application and nobody answered the phone at the scheduled time. No call back either. Very disappointed." | Inadmissibility | Ruth Abebe Escalations desk | Unreturned call or missed consult | negative | 62 |
| −0:11:00 | Escalated | P2 | 24 h ago Google review | Priya Yildirim CV-2026-07459 | File closed with no explanationGoogle review, 1 star: "I got an email that you are closing my file for the common-law partner sponsorship without any explanation, and no one will call me back. I am disappointed." | Family | Priya Raman Escalations desk | File closed without explanation | negative | 76 |
| 1:26:00 | New | P3 | 47 h ago Client portal | Aisha Gunawardena CV-2026-09402 | Checking in on Express Entry profileHello, I have not heard anything about my Express Entry profile in 9 weeks. Could you tell me the status and what the next step is? My ITA expires in 16 days and the document list is not finished. Thank you for your help so far. | Express Entry | Jess Tremblay Express Entry CS pod | Document request confusion | neutral | 10 |
| 2:00:00 | New | P2 | 22 h ago Email | Daniela Rosário-Klein CV-2026-03184 | 12 days of silence after payingWe paid in full on October 7 for my spousal sponsorship and have heard nothing since. That is 12 days. Nobody has replied to my two emails. I have posted a one-star Google review today and I want to speak to a manager. I am very disappointed. | Family | Priya Raman Escalations desk | Silence after payment | negative | 87 |
| 2:12:00 | New | P1 | 2 h ago Email | Rahul Petrescu CV-2026-07102 | Too many handoffsMy file has been handed over three times. I want to speak with a lawyer who knows my inadmissibility file for my old DUI, not a different person every month. IRCC asked for my court records within 11 days. Sent from my phone. | Inadmissibility | Ruth Abebe Escalations desk | Details lost in a handoff | neutral | 55 |
| 2:13:00 | New | P3 | 46 h ago Phone note | Oluwaseun Petrescu CV-2026-08745 | Can you order my notes?Phone note by intake: client called and said: "Could you order my GCMS notes? My open work permit application has been in processing for 14 months and I want to understand what the officer is doing. How long can this take?" | Work permits | Sofia Marchetti Work permit CS pod | Government processing delay | neutral | 10 |
| 7:59:00 | Escalated | P2 | 16 h ago Email | Hana Varga CV-2026-01150 | Already sent thisI already uploaded my police certificate last month and today I was asked for it again. This keeps happening and it is frustrating. Which documents do you actually still need? I can be reached at the number on file. | Unclear | Jess Tremblay Triage desk | Document request confusion | negative | 48 |
| 8:11:00 | Escalated | P2 | 16 h ago Client portal | Priya Szabo CV-2026-02813 | Already sent thisI already uploaded my proof of funds letter last month and today I was asked for it again. This keeps happening and it is frustrating. Which documents do you actually still need? Sent from my phone. | Express Entry | Maya Lindqvist Express Entry CS pod | Document request confusion | negative | 53 |
| 16:48:00 | New | P2 | 7 h ago Email | Noor Yildirim CV-2026-02171 | Past the posted processing timeMy sponsorship of my dependent child has been with IRCC for 13 months now, which is beyond the posted processing time. Is there anything that can be done? I can be reached at the number on file. | Family | Priya Raman Family CS pod | Government processing delay | neutral | 20 |
| 19:42:00 | New | P2 | 4 h ago Client portal | Fatima Szabo CV-2026-06533 | Is anyone reading these?This is my third email about my PNP nomination application and no one has replied. I am frustrated. I paid for a service and I am still waiting for a simple status update. Sent from my phone. | Express Entry | Omar Haddad Escalations desk | Silence after payment | negative | 75 |
| 19:52:00 | New | P2 | 4 h ago Email | Kwame Esfahani CV-2026-03780 | Is my file stuck?My open work permit application has been with IRCC for 16 months now, which is beyond the posted processing time. Is there anything that can be done? Please reply when you can. | Work permits | Leila Karimi Work permit CS pod | Government processing delay | neutral | 20 |
| 20:18:00 | New | P2 | 4 h ago Email | Isabela Kowalczyk CV-2026-05479 | File closed with no explanationI got an email that you are closing my file for the proof of citizenship application without any explanation, and no one will call me back. I am disappointed. Merci. | Citizenship | Tomás García Citizenship CS pod | File closed without explanation | negative | 52 |
| 21:18:00 | New | P2 | 3 h ago Email | Zainab Brightwater CV-2026-04724 | Missed meetingI joined the Zoom link at the agreed time and no one showed. Can we book another meeting about my PGWP application? Thank you for your help so far. | Work permits | Leila Karimi Work permit CS pod | Unreturned call or missed consult | neutral | 20 |
| 22:03:00 | New | P3 | 26 h ago Email | Gabriel Eskandari New enquiry | Eligibility questionHello, I am interested in entering Canada with an old DUI conviction. Am I eligible, and how much would you charge? I can be reached at the number on file. | Inadmissibility | Intake Intake team | No root cause (enquiry or praise) | neutral | 10 |
| 23:33:00 | New | P2 | 27 min ago Email | Aarav Quintero CV-2026-04167 | Very disappointedI am disappointed with the communication on my proof of citizenship application. Weeks without any update is unacceptable. Thank you for your help so far. | Citizenship | Tomás García Escalations desk | Silence after payment | negative | 61 |
| 26:21:00 | New | P3 | 22 h ago Email | Tomasz Xu CV-2026-09663 | Update on my file?Hello, I have not heard anything about my study permit application in 4 weeks. Could you tell me the status and what the next step is? | Work permits | Leila Karimi Work permit CS pod | Silence after payment | neutral | 15 |
| 26:33:00 | New | P3 | 21 h ago Phone note | Ingrid Abernathy CV-2026-08501 | No news for weeksPhone note by intake: client called and said: "We are still waiting to hear back about the citizenship application. It feels like we are in the dark. Where are we in the process?" | Citizenship | Tomás García Citizenship CS pod | Silence after payment | neutral | 14 |
| 34:08:00 | New | P3 | 14 h ago Client portal | Ifeoma Hollingsworth CV-2026-02858 | New case manager?I got an email from a different person about my Express Entry PR application. Who is handling my file now, and is there any update? | Express Entry | Jess Tremblay Express Entry CS pod | Details lost in a handoff | neutral | 10 |
| 35:04:00 | New | P3 | 13 h ago Client portal | Marta Jankowski CV-2026-02838 | Reschedule our callCould we reschedule our call about my sponsorship application for my parents? I can do any afternoon this week. | Family | Priya Raman Family CS pod | Unreturned call or missed consult | neutral | 5 |
| 39:40:00 | New | P3 | 8 h ago Client portal | Mei Thorvaldsen CV-2026-02947 | Checklist does not match emailHello, I am not sure which documents you still need for the Canadian Experience Class application. The checklist says language test results but the last email said something different. My ITA expires in 23 days and the document list is not finished. Merci. | Express Entry | Maya Lindqvist Express Entry CS pod | Document request confusion | neutral | 10 |
| 41:44:00 | New | P3 | 6 h ago Client portal | Mohammed Kapoor CV-2026-01566 | Any news?Hi, just checking in. Is there any update on my study permit application? The last email I had from your office was in August. | Work permits | Leila Karimi Work permit CS pod | Silence after payment | neutral | 5 |
| 42:26:00 | New | P3 | 6 h ago Email | Diego Iwu CV-2026-08355 | Question about invoiceHi, I received an invoice for my common-law partner sponsorship. Could you explain which part is government fees and which part is your professional fee? | Family | Daniel Osei Billing team | Fee and billing clarity | neutral | 10 |
| 46:10:00 | New | P3 | 2 h ago Client portal | Samir Uchenna CV-2026-01384 | GCMS notesCould you order my GCMS notes? My Express Entry PR application has been in processing for 11 months and I want to understand what the officer is doing. How long can this take? Merci. | Express Entry | Maya Lindqvist Express Entry CS pod | Government processing delay | neutral | 5 |
| 46:34:00 | New | P3 | 1 h ago Email | Mei Ghosal CV-2026-01416 | Update on my file?Hello, I have not heard anything about my citizenship application for my son in 7 weeks. Could you tell me the status and what the next step is? This is stressful for our family. | Citizenship | Hannah Weiss Citizenship CS pod | Silence after payment | neutral | 9 |
| 47:50:00 | New | P3 | 10 min ago Phone note | Marta Hollingsworth CV-2026-05033 | Upload not workingPhone note by intake: client called and said: "I tried to upload my employment reference letter for the Express Entry PR application but the portal upload keeps failing with an error message. Maybe the file is too large?" | Express Entry | Jess Tremblay Portal support | Client portal access | neutral | 10 |
| Replied | In progress | P2 | 3 h ago Email | Mei Kapoor CV-2026-02306 | Portal upload errorI tried to upload my passport copies for the citizenship application but the portal upload keeps failing with an error message. Maybe the file is too large? The citizenship test is in 16 days and I must submit the updated travel history by then. | Citizenship | Tomás García Portal support | Client portal access | neutral | 20 |
| Replied | In progress | P2 | 5 h ago Client portal | Marta Ghosal CV-2026-05608 | Invoice breakdown pleaseHi, I received an invoice for my PNP nomination application. Could you explain which part is government fees and which part is your professional fee? IRCC asked for additional documents and we must respond within 18 days. This is stressful for our family. | Express Entry | Maya Lindqvist Billing team | Fee and billing clarity | neutral | 24 |
| Replied | In progress | P3 | 8 h ago Email | Aarav Wojcik CV-2026-06741 | New case manager?I got an email from a different person about my PNP nomination application. Who is handling my file now, and is there any update? Merci. | Express Entry | Jess Tremblay Express Entry CS pod | Details lost in a handoff | neutral | 10 |
| Replied | In progress | P3 | 11 h ago Phone note | Tomasz Balogun CV-2026-07319 | Reschedule our callPhone note by intake: client called and said: "Could we reschedule our call about my common-law partner sponsorship? I can do any afternoon this week." | Family | Priya Raman Family CS pod | Unreturned call or missed consult | neutral | 5 |
| Replied | In progress | P3 | 12 h ago Email | Jun Wojcik CV-2026-02797 | GCMS notesCould you order my GCMS notes? My Express Entry profile has been in processing for 15 months and I want to understand what the officer is doing. How long can this take? Sent from my phone. | Express Entry | Omar Haddad Express Entry CS pod | Government processing delay | neutral | 5 |
| Replied | In progress | P3 | 13 h ago Email | Noor Szabo CV-2026-09819 | Who is my contact now?I got an email from a different person about my inadmissibility file for my old DUI. Who is handling my file now, and is there any update? This is stressful for our family. | Inadmissibility | Marcus Lee Inadmissibility CS pod | Details lost in a handoff | neutral | 9 |
| Replied | Waiting on client | P3 | 15 h ago Email | Rahul Moreau CV-2026-06115 | Quick status checkHi, just checking in. Is there any update on my spousal sponsorship application? The last email I had from your office was in September. Please reply when you can. | Family | Claire Dubois Family CS pod | Silence after payment | neutral | 10 |
| Replied | In progress | P3 | 23 h ago Email | Isabela Abernathy CV-2026-01851 | Processing time questionMy citizenship application has been with IRCC for 14 months now, which is beyond the posted processing time. Is there anything that can be done? Sent from my phone. | Citizenship | Hannah Weiss Citizenship CS pod | Government processing delay | neutral | 10 |
| Replied | In progress | P3 | 23 h ago Client portal | Oluwaseun Quintero CV-2026-01597 | Any progress?Hello, I have not heard anything about my open work permit application in 7 weeks. Could you tell me the status and what the next step is? | Work permits | Nate Okafor Work permit CS pod | Silence after payment | neutral | 5 |
| Replied | In progress | P3 | 24 h ago Email | Aarav Petrescu CV-2026-06962 | Can you order my notes?Could you order my GCMS notes? My record check and rehabilitation file has been in processing for 8 months and I want to understand what the officer is doing. How long can this take? Merci. | Inadmissibility | Ruth Abebe Inadmissibility CS pod | Government processing delay | neutral | 5 |
| Replied | Waiting on client | P2 | 25 h ago Client portal | Tomasz Nwachukwu CV-2026-07145 | Which documents do I need?Hello, I am not sure which documents you still need for the citizenship application for my son. The checklist says travel history but the last email said something different. Sent from my phone. | Citizenship | Tomás García Citizenship CS pod | Document request confusion | neutral | 20 |
| Replied | Waiting on client | P3 | 27 h ago Client portal | Ravi Quintero CV-2026-06216 | Past the posted processing timeMy proof of citizenship application has been with IRCC for 11 months now, which is beyond the posted processing time. Is there anything that can be done? I can be reached at the number on file. | Citizenship | Tomás García Citizenship CS pod | Government processing delay | neutral | 15 |
| Replied | In progress | P3 | 33 h ago Email | Tomasz Petrescu CV-2026-09660 | Any progress?Hello, I have not heard anything about my common-law partner sponsorship in 8 weeks. Could you tell me the status and what the next step is? Thank you for your help so far. | Family | Daniel Osei Family CS pod | Silence after payment | neutral | 10 |
| Replied | In progress | P3 | 34 h ago Email | Zainab Xu CV-2026-01527 | Quick status checkHi, just checking in. Is there any update on my sponsorship application for my parents? The last email I had from your office was in July. | Family | Claire Dubois Family CS pod | Silence after payment | neutral | 5 |
| Replied | In progress | P1 | 44 h ago Email | Sana Juarez-Lin CV-2026-02326 | Reschedule our callCould we reschedule our call about my sponsorship application for my parents? I can do any afternoon this week. IRCC sent a procedural fairness letter and we must respond within 8 days. Please reply when you can. | Family | Daniel Osei Family case lead | Unreturned call or missed consult | neutral | 5 |
| Replied | Waiting on client | P3 | 45 h ago Email | Arjun Yildirim CV-2026-07032 | Re: next stepsHi, just checking in. Is there any update on my Canadian Experience Class application? The last email I had from your office was in August. Merci. | Express Entry | Jess Tremblay Express Entry CS pod | Silence after payment | neutral | 5 |
| Replied | In progress | P3 | 46 h ago Client portal | Kwame Nwachukwu CV-2026-03590 | Past the posted processing timeMy sponsorship of my dependent child has been with IRCC for 13 months now, which is beyond the posted processing time. Is there anything that can be done? | Family | Priya Raman Family CS pod | Government processing delay | neutral | 10 |
| Replied | Waiting on client | P1 | 47 h ago Client portal | Anya Ghosal CV-2026-07021 | Certified or notarized?Does my LMIA approval letter need a certified translation, or is a notarized copy enough for the open work permit application? My work permit expires on October 26, so the extension must be submitted by then. | Work permits | Nate Okafor Work permit case lead | Document request confusion | neutral | 10 |
| Replied | Waiting on client | P2 | 2 d ago Email | Kofi Halvorsen CV-2026-04270 | Nobody answered for my consultationI booked a consultation about my LMIA-based work permit and nobody answered the phone at the scheduled time. No call back either. Very disappointed. This is stressful for our family. | Work permits | Nate Okafor Work permit CS pod | Unreturned call or missed consult | negative | 57 |
| Replied | Waiting on client | P2 | 2 d ago Phone note | Emeka Iwu CV-2026-09327 | Third email with no replyPhone note by intake: client called and said: "This is my third email about my spousal sponsorship application and no one has replied. I am frustrated. I paid for a service and I am still waiting for a simple status update." | Family | Priya Raman Escalations desk | Silence after payment | negative | 60 |
| Replied | In progress | P3 | 3 d ago Email | Kofi Wojcik CV-2026-01566 | Reschedule our callCould we reschedule our call about my spousal sponsorship application? I can do any afternoon this week. Sent from my phone. | Family | Priya Raman Family CS pod | Unreturned call or missed consult | neutral | 10 |
| Replied | Waiting on client | P2 | 3 d ago Client portal | Mateo Yildirim CV-2026-06479 | Reschedule our callCould we reschedule our call about my proof of citizenship application? I can do any afternoon this week. Merci. | Citizenship | Tomás García Citizenship CS pod | Unreturned call or missed consult | neutral | 20 |
| Replied | In progress | P3 | 3 d ago Client portal | Tariq Fonseca CV-2026-04599 | Government fee vs your feeHi, I received an invoice for my Express Entry PR application. Could you explain which part is government fees and which part is your professional fee? | Express Entry | Omar Haddad Billing team | Fee and billing clarity | neutral | 5 |
| Replied | Waiting on client | P2 | 3 d ago Phone note | Ravi Varga CV-2026-06216 | Is anyone reading these?Phone note by intake: client called and said: "This is my third email about my Express Entry profile and no one has replied. I am frustrated. I paid for a service and I am still waiting for a simple status update." | Express Entry | Omar Haddad Escalations desk | Silence after payment | negative | 65 |
| Replied | Waiting on client | P3 | 3 d ago Google review | Mohammed Szabo CV-2026-08370 | Thank youGoogle review, 5 stars: "I just wanted to say I appreciate all the help on my study permit application. Great work." | Work permits | Nate Okafor Work permit CS pod | No root cause (enquiry or praise) | positive | 2 |
| Replied | In progress | P2 | 4 d ago Email | Camila Thorvaldsen CV-2026-06398 | Processing time questionMy sponsorship application for my parents has been with IRCC for 7 months now, which is beyond the posted processing time. Is there anything that can be done? Sent from my phone. | Family | Daniel Osei Family CS pod | Government processing delay | neutral | 20 |
| Replied | In progress | P1 | 4 d ago Phone note | Chiamaka Balogun CV-2026-07655 | No one joined the callPhone note by intake: client called and said: "I joined the Zoom link at the agreed time and no one showed. Can we book another meeting about my temporary resident permit application? IRCC asked for my court records within 12 days." | Inadmissibility | Marcus Lee Inadmissibility case lead | Unreturned call or missed consult | neutral | 9 |
| Replied | In progress | P2 | 4 d ago Client portal | Tariq Delacroix CV-2026-09169 | Already sent thisI already uploaded my police certificate last month and today I was asked for it again. This keeps happening and it is frustrating. Which documents do you actually still need? This is stressful for our family. | Unclear | Maya Lindqvist Escalations desk | Document request confusion | negative | 67 |
| Replied | In progress | P3 | 4 d ago Client portal | Fatima Fonseca CV-2026-08794 | Quick status checkHi, just checking in. Is there any update on my inadmissibility file for my old DUI? The last email I had from your office was in September. I can be reached at the number on file. | Inadmissibility | Marcus Lee Inadmissibility CS pod | Silence after payment | neutral | 15 |
| Replied | In progress | P3 | 4 d ago Email | Tomasz Brightwater New enquiry | New enquiryHello, I am interested in a study permit for my daughter. Am I eligible, and how much would you charge? I can be reached at the number on file. | Work permits | Intake Intake team | No root cause (enquiry or praise) | neutral | 15 |
| Replied | In progress | P2 | 4 d ago Client portal | Lucas Eskandari CV-2026-08180 | Translation requirementsDoes my letter of acceptance need a certified translation, or is a notarized copy enough for the study permit application? Please reply when you can. | Work permits | Sofia Marchetti Work permit CS pod | Document request confusion | neutral | 20 |
| Replied | In progress | P2 | 4 d ago Phone note | Valeria Juarez-Lin CV-2026-07094 | Why was my file closed?Phone note by intake: client called and said: "I got an email that you are closing my file for the citizenship application for my son without any explanation, and no one will call me back. I am disappointed." | Citizenship | Tomás García Escalations desk | File closed without explanation | negative | 67 |
| Replied | In progress | P3 | 5 d ago Email | Mateo Jankowski New enquiry | Eligibility questionHello, I am interested in a work permit. Am I eligible, and how much would you charge? Merci. | Work permits | Intake Intake team | No root cause (enquiry or praise) | neutral | 10 |
| Replied | In progress | P3 | 5 d ago Email | Gabriel Iwu CV-2026-03085 | Update on my file?Hello, I have not heard anything about my common-law partner sponsorship in 3 weeks. Could you tell me the status and what the next step is? | Family | Priya Raman Family CS pod | Silence after payment | neutral | 10 |
| Replied | In progress | P3 | 5 d ago Client portal | Leila Abernathy CV-2026-08997 | Who is my contact now?I got an email from a different person about my common-law partner sponsorship. Who is handling my file now, and is there any update? Thank you for your help so far. | Family | Daniel Osei Family CS pod | Details lost in a handoff | neutral | 15 |
| Replied | Waiting on client | P2 | 5 d ago Google review | Priya Petrescu CV-2026-01345 | Nobody answered for my consultationGoogle review, 1 star: "I booked a consultation about my common-law partner sponsorship and nobody answered the phone at the scheduled time. No call back either. Very disappointed." | Family | Claire Dubois Escalations desk | Unreturned call or missed consult | negative | 77 |
| Replied | In progress | P3 | 5 d ago Email | Priya Kapoor CV-2026-06491 | Checklist does not match emailHello, I am not sure which documents you still need for the Express Entry PR application. The checklist says proof of funds letter but the last email said something different. | Express Entry | Jess Tremblay Express Entry CS pod | Document request confusion | neutral | 10 |
| Replied | Waiting on client | P3 | 5 d ago Email | Sofia Petrescu CV-2026-03485 | Update on my file?Hello, I have not heard anything about my Canadian Experience Class application in 9 weeks. Could you tell me the status and what the next step is? Thank you for your help so far. | Express Entry | Jess Tremblay Express Entry CS pod | Silence after payment | neutral | 5 |
| Replied | In progress | P3 | 5 d ago Client portal | Emeka Zaragoza CV-2026-08086 | Checking in on PGWP applicationHello, I have not heard anything about my PGWP application in 4 weeks. Could you tell me the status and what the next step is? Thank you for your help so far. | Work permits | Leila Karimi Work permit CS pod | Silence after payment | neutral | 10 |
| Replied | In progress | P2 | 6 d ago Email | Simran Kowalczyk CV-2026-05704 | Escalating my fileI would like to speak to a manager. My LMIA-based work permit has had no update for 3 weeks and my emails are not answered. If I do not hear back I will leave a Google review describing this. | Work permits | Leila Karimi Escalations desk | Silence after payment | negative | 92 |
| Replied | Waiting on client | P2 | 6 d ago Email | Amara Iwu CV-2026-01489 | Update on my file?Hello, I have not heard anything about my PNP nomination application in 8 weeks. Could you tell me the status and what the next step is? Merci. | Express Entry | Jess Tremblay Express Entry CS pod | Silence after payment | neutral | 20 |
| Replied | Waiting on client | P3 | 6 d ago Email | Oluwaseun Abernathy CV-2026-07579 | Re: next stepsHi, just checking in. Is there any update on my common-law partner sponsorship? The last email I had from your office was in September. Thank you for your help so far. | Family | Daniel Osei Family CS pod | Silence after payment | neutral | 10 |
| Replied | In progress | P2 | 6 d ago Phone note | Pablo Iwu CV-2026-01577 | Why was my file closed?Phone note by intake: client called and said: "I got an email that you are closing my file for the Express Entry profile without any explanation, and no one will call me back. I am disappointed." | Express Entry | Jess Tremblay Express Entry CS pod | File closed without explanation | negative | 52 |
| Replied | In progress | P3 | 6 d ago Client portal | Thanh Gunawardena CV-2026-02562 | Which documents do I need?Hello, I am not sure which documents you still need for the study permit application. The checklist says LMIA approval letter but the last email said something different. | Work permits | Leila Karimi Work permit CS pod | Document request confusion | neutral | 10 |
| Replied | In progress | P2 | 6 d ago Client portal | Yusuf Mbeki-Rowe CV-2026-01236 | Request for a managerI would like to speak to a manager. My spousal sponsorship application has had no update for 7 weeks and my emails are not answered. If I do not hear back I will leave a Google review describing this. Thank you for your help so far. | Family | Daniel Osei Escalations desk | Silence after payment | negative | 83 |
| Replied | Waiting on client | P3 | 6 d ago Email | Lucas Juarez-Lin CV-2026-01397 | Past the posted processing timeMy sponsorship of my dependent child has been with IRCC for 10 months now, which is beyond the posted processing time. Is there anything that can be done? Thank you for your help so far. | Family | Priya Raman Family CS pod | Government processing delay | neutral | 5 |
| Replied | In progress | P3 | 6 d ago Email | Ingrid Moreau CV-2026-08419 | GCMS notesCould you order my GCMS notes? My Express Entry profile has been in processing for 10 months and I want to understand what the officer is doing. How long can this take? | Express Entry | Maya Lindqvist Express Entry CS pod | Government processing delay | neutral | 10 |
| Replied | Waiting on client | P3 | 7 d ago Phone note | Ifeoma Brightwater New enquiry | Do I qualify?Phone note by intake: client called and said: "Hello, I am interested in criminal rehabilitation. Am I eligible, and how much would you charge?" | Inadmissibility | Intake Intake team | No root cause (enquiry or praise) | neutral | 5 |
| Replied | Waiting on client | P1 | 9 d ago Client portal | Lina Kapoor CV-2026-02685 | Government fee vs your feeHi, I received an invoice for my common-law partner sponsorship. Could you explain which part is government fees and which part is your professional fee? IRCC sent a procedural fairness letter and we must respond within 12 days. This is stressful for our family. | Family | Daniel Osei Family case lead | Fee and billing clarity | neutral | 14 |
| Replied | Waiting on client | P3 | 11 d ago Email | Javier Lindgren CV-2026-05443 | Paid, no update sinceWe paid in September for the citizenship application for my son and have heard nothing since. What is the status? The citizenship test is in 24 days and I must submit the updated travel history by then. | Citizenship | Hannah Weiss Citizenship CS pod | Silence after payment | neutral | 15 |
| Replied | Waiting on client | P3 | 11 d ago Email | Sofia Jankowski CV-2026-02331 | Reschedule our callCould we reschedule our call about my temporary resident permit application? I can do any afternoon this week. I can be reached at the number on file. | Inadmissibility | Marcus Lee Inadmissibility CS pod | Unreturned call or missed consult | neutral | 10 |
| Replied | Waiting on client | P3 | 12 d ago Email | Ananya Kapoor CV-2026-08621 | Portal upload errorI tried to upload my employer offer letter for the work permit extension but the portal upload keeps failing with an error message. Maybe the file is too large? Thank you for your help so far. | Work permits | Leila Karimi Portal support | Client portal access | neutral | 15 |
| Replied | Waiting on client | P3 | 13 d ago Client portal | Leila Brightwater CV-2026-06648 | Re: next stepsHi, just checking in. Is there any update on my open work permit application? The last email I had from your office was in September. Please reply when you can. | Work permits | Nate Okafor Work permit CS pod | Silence after payment | neutral | 10 |
| Replied | In progress | P3 | 14 d ago Email | Aisha Kowalczyk CV-2026-03453 | GCMS notesCould you order my GCMS notes? My Express Entry PR application has been in processing for 12 months and I want to understand what the officer is doing. How long can this take? My ITA expires in 27 days and the document list is not finished. | Express Entry | Maya Lindqvist Express Entry CS pod | Document request confusion | neutral | 5 |
| Replied | Waiting on client | P2 | 15 d ago Client portal | Andrei Oyelaran CV-2026-03800 | Instalment planIs it possible to pay the remaining fees in instalments? We are going ahead with the Express Entry profile. | Express Entry | Omar Haddad Billing team | Fee and billing clarity | neutral | 20 |
| Replied | Waiting on client | P2 | 16 d ago Client portal | Tariq Fairweather CV-2026-04109 | Unexpected chargeI was charged again for my Express Entry profile and nobody explained why. What am I paying for at this point? I am frustrated. | Express Entry | Jess Tremblay Escalations desk | Fee and billing clarity | negative | 66 |
| Replied | Waiting on client | P3 | 16 d ago Email | Valeria Petrescu CV-2026-04649 | Can you order my notes?Could you order my GCMS notes? My open work permit application has been in processing for 11 months and I want to understand what the officer is doing. How long can this take? Sent from my phone. | Work permits | Leila Karimi Work permit CS pod | Government processing delay | neutral | 10 |
| Replied | In progress | P3 | 17 d ago Email | Kwame Iwu CV-2026-02219 | Password reset link expiredMy portal password reset link has expired twice. I need to upload the physical presence calculation for my citizenship application. Please reply when you can. | Citizenship | Hannah Weiss Portal support | Client portal access | neutral | 5 |
| Replied | Waiting on client | P3 | 17 d ago Client portal | Valeria Yildirim CV-2026-06974 | Past the posted processing timeMy PGWP application has been with IRCC for 15 months now, which is beyond the posted processing time. Is there anything that can be done? I can be reached at the number on file. | Work permits | Nate Okafor Work permit CS pod | Government processing delay | neutral | 15 |
| Replied | In progress | P3 | 17 d ago Phone note | Aarav Cordeiro CV-2026-07350 | Update on my file?Phone note by intake: client called and said: "Hello, I have not heard anything about my citizenship application for my son in 4 weeks. Could you tell me the status and what the next step is?" | Citizenship | Hannah Weiss Citizenship CS pod | Silence after payment | neutral | 10 |
| Replied | Waiting on client | P1 | 18 d ago Phone note | Rahul Moreau CV-2026-01385 | Cannot log in to the portalPhone note by intake: client called and said: "My portal password reset link has expired twice. I need to upload the police certificate for my sponsorship of my dependent child. We received a biometrics instruction letter and must complete it within 8 days." | Family | Claire Dubois Family case lead | Client portal access | neutral | 10 |
| Replied | In progress | P2 | 18 d ago Email | Aarav Wojcik CV-2026-08067 | No news for weeksWe are still waiting to hear back about the open work permit application. It feels like we are in the dark. Where are we in the process? | Work permits | Sofia Marchetti Work permit CS pod | Silence after payment | neutral | 24 |
| Replied | In progress | P2 | 19 d ago Client portal | Aarav Fairweather CV-2026-08084 | Very disappointedI am disappointed with the communication on my PNP nomination application. Weeks without any update is unacceptable. | Express Entry | Jess Tremblay Escalations desk | Silence after payment | negative | 70 |
| Replied | Waiting on client | P3 | 19 d ago Email | Marta Moreau New enquiry | Consultation requestI would like to retain your firm for Canadian citizenship. What are the next steps? Sent from my phone. | Citizenship | Intake Intake team | No root cause (enquiry or praise) | neutral | 15 |
| Replied | Waiting on client | P3 | 22 d ago Client portal | Camila Halvorsen CV-2026-04630 | Is my file stuck?My inadmissibility file for my old DUI has been with IRCC for 8 months now, which is beyond the posted processing time. Is there anything that can be done? IRCC asked for my court records within 26 days. This is stressful for our family. | Inadmissibility | Ruth Abebe Inadmissibility CS pod | Government processing delay | neutral | 9 |
| Replied | Waiting on client | P3 | 22 d ago Email | Valeria Uchenna CV-2026-01244 | Reschedule our callCould we reschedule our call about my PGWP application? I can do any afternoon this week. | Work permits | Leila Karimi Work permit CS pod | Unreturned call or missed consult | neutral | 10 |
| Replied | In progress | P2 | 22 d ago Client portal | Yara Jankowski CV-2026-05991 | Asked for the same documents againI already uploaded my relationship evidence last month and today I was asked for it again. This keeps happening and it is frustrating. Which documents do you actually still need? I can be reached at the number on file. | Family | Priya Raman Family CS pod | Document request confusion | negative | 58 |
| Replied | Waiting on client | P3 | 23 d ago Email | Kofi Abernathy CV-2026-07794 | GCMS notesCould you order my GCMS notes? My study permit application has been in processing for 15 months and I want to understand what the officer is doing. How long can this take? I can be reached at the number on file. | Work permits | Leila Karimi Work permit CS pod | Government processing delay | neutral | 5 |
| Replied | Waiting on client | P2 | 24 d ago Email | Anya Balogun CV-2026-07528 | Very disappointedI am disappointed with the communication on my Canadian Experience Class application. Weeks without any update is unacceptable. I can be reached at the number on file. | Express Entry | Maya Lindqvist Escalations desk | Silence after payment | negative | 75 |
| Replied | In progress | P2 | 25 d ago Email | Kofi Varga CV-2026-01863 | Already sent thisI already uploaded my proof of funds letter last month and today I was asked for it again. This keeps happening and it is frustrating. Which documents do you actually still need? | Express Entry | Omar Haddad Express Entry CS pod | Document request confusion | negative | 58 |
| Replied | In progress | P3 | 26 d ago Email | Hana Achterberg CV-2026-07544 | Following upHi, just checking in. Is there any update on my study permit application? The last email I had from your office was in August. | Work permits | Leila Karimi Work permit CS pod | Silence after payment | neutral | 10 |
| Replied | Waiting on client | P3 | 27 d ago Client portal | Ifeoma Eskandari CV-2026-06191 | Paid, no update sinceWe paid in June for the LMIA-based work permit and have heard nothing since. What is the status? I can be reached at the number on file. | Work permits | Nate Okafor Work permit CS pod | Silence after payment | neutral | 10 |
| Replied | Waiting on client | P3 | 27 d ago Email | Sofia Kowalczyk CV-2026-04726 | Past the posted processing timeMy sponsorship application for my parents has been with IRCC for 13 months now, which is beyond the posted processing time. Is there anything that can be done? Sent from my phone. | Family | Daniel Osei Family CS pod | Government processing delay | neutral | 10 |
| Replied | Waiting on client | P3 | 27 d ago Google review | Lucas Castellanos CV-2026-01643 | Great newsGoogle review, 5 stars: "We got it! My citizenship application was approved this morning. Thank you so much to the whole team." | Citizenship | Hannah Weiss Citizenship CS pod | No root cause (enquiry or praise) | positive | 2 |
| Replied | Waiting on client | P1 | 27 d ago Client portal | Diego Petrescu CV-2026-01135 | Already sent thisI already uploaded my employer offer letter last month and today I was asked for it again. This keeps happening and it is frustrating. Which documents do you actually still need? My current work permit ends in 3 days. | Work permits | Nate Okafor Escalations desk | Document request confusion | negative | 68 |
| Replied | Waiting on client | P3 | 28 d ago Email | Javier Gunawardena CV-2026-01697 | Still waitingWe are still waiting to hear back about the Express Entry profile. It feels like we are in the dark. Where are we in the process? Merci. | Express Entry | Jess Tremblay Express Entry CS pod | Silence after payment | neutral | 14 |
| Replied | Waiting on client | P3 | 29 d ago Client portal | Priya Hollingsworth CV-2026-07105 | Paid, no update sinceWe paid in June for the PGWP application and have heard nothing since. What is the status? Merci. | Work permits | Sofia Marchetti Work permit CS pod | Silence after payment | neutral | 5 |
| Replied | Waiting on client | P2 | 30 d ago Phone note | Elena Laurentis CV-2026-09323 | Already sent thisPhone note by intake: client called and said: "I already uploaded my bank statements last month and today I was asked for it again. This keeps happening and it is frustrating. Which documents do you actually still need?" | Unclear | Leila Karimi Triage desk | Document request confusion | negative | 58 |
| Replied | Waiting on client | P3 | 30 d ago Email | Aarav Halvorsen CV-2026-09619 | Can you order my notes?Could you order my GCMS notes? My study permit application has been in processing for 15 months and I want to understand what the officer is doing. How long can this take? | Work permits | Sofia Marchetti Work permit CS pod | Government processing delay | neutral | 10 |
Try a message
Type or paste any made-up client message. The rules run in your browser as you type; nothing is stored. Please do not paste real client information.
P1Family sponsorshipComplaintGovernment processing delaynegativeRisk 61Owner: Escalations desk
- Practice area
- Family programs ·
sponsorspous - Intent
- Expresses dissatisfaction with service ·
no one has repliedthird message - Root cause
- Waiting on government processing ·
IRCC - Sentiment
- Lexicon score -4 ·
worriedno onethird message - Priority
- Deadline in 6 days (≤ 14) ·
within 6 days
The API route has an optional language-model path behind a feature flag (LLM_CLASSIFIER=on plus an API key). On this public demo the flag is off, so it returns the same deterministic result. If the model path is on and fails or returns anything outside the fixed label set, the route falls back to the rules.
How well the rules hold up
Agreement between the rules and the labels the generator attached to each synthetic message (340 messages). This checks that the rules are coherent; it is not real-world accuracy. A real rollout starts by hand-labelling 300 to 500 real messages and measuring against those.
- Intent
- 97.9%
- Root cause
- 95.3%
- Practice area, when a phrase is present
- 100.0%
- Messages with a practice-area phrase
- 96.8%
- Deadline found when one was stated
- 100.0%
Priority and SLA
- P1: the message states a deadline within 14 days (a permit expiry, a procedural fairness letter, an ITA). First response within 4 hours, routed to the practice area's case lead.
- P2: complaint, escalation request, strongly negative tone, or a third contact in 30 days. First response within 24 hours.
- P3: everything else, within 48 hours. At risk when under a quarter of the target remains.
- Escalation risk (0 to 100) adds up intent, tone, repeat contacts, a near deadline and mentions of reviews, refunds or a regulator.
The classification rules
Intent and root cause: the first rule that matches wins, and the rules are ordered from most to least severe, so a complaint about fees is a complaint first. Practice area: the rule with the most matching phrases wins. Patterns are case-insensitive. Source: app/src/lib/classify.ts.
Intent
| Escalation request | speak (to|with) (a|the|your)? ?(manager|supervisor|senior|lawyer)escalatlaw societycicccollege of immigrationfile a complaint +3 |
| Complaint | unacceptabledisappointedfrustrat(not|never) (been )?(answered|replied|responded|heard back)no one (has )?(replied|answered|called)terrible +6 |
| New enquiry | i am (interested|considering|thinking)(would like|want) to (apply|know if i)am i eligibleeligibfree assessment(retain|hire) your (firm|services) +1 |
| Fees or billing | invoicefees?paymentinstal?ments?charged?receipt +2 |
| Callback or appointment | call ?backreschedulbook (a|another) (call|meeting|consultation)appointmentmissed (my|our|the) (call|meeting|appointment)meeting link +1 |
| Document question | which documents?what documents?document (list|checklist|request)uploadtranslationpolice (certificate|clearance) +5 |
| Status request | statusany (update|news)update onwhere (are we|is my|does my)haven'?t heardwhat is happening +3 |
| Thanks or praise | thank you so muchapprovedgratefulwe got itgreat (job|work|news)appreciate (all|everything) |
Root cause
| File closed without explanation | clos(ed|ing) (my|the|our) (file|case|matter)(file|case|matter) (was|has been|is being) (closed|withdrawn)withdr(ew|awn|awing) (my|our|the) (file|case|application)without (any |an )?explanation |
| Client portal access | portallog ?inpasswordupload (fails|failed|error|keeps)(file|attachment) (is )?too (large|big)error message +1 |
| Fee and billing clarity | invoicefees?charged?paymentrefundinstal?ments? +2 |
| Details lost in a handoff | new (consultant|lawyer|case manager|person)(who|whom) (is|am i) (now )?(handling|dealing|speak)(consultant|lawyer|case manager) (left|changed|is no longer)repeat (myself|everything)explain (everything|it) againhanded (over|off) +1 |
| Unreturned call or missed consult | call ?back(didn'?t|did not|won'?t|will not) (even )?(answer|pick up|call)no-?showpromised (to )?callmissed (my|our|the) (call|meeting|appointment)no one (called|showed|joined) +2 |
| Document request confusion | which documents?what documents?(already|previously) (sent|uploaded|provided|submitted)(asked|asking) (for|me for) .* againchecklisttranslation +3 |
| Government processing delay | irccprocessing times?backlog(government|visa office|officer) (has|is|hasn'?t)beyond (the )?(posted|normal|published)biometrics +3 |
| Silence after payment | (haven'?t|have not|never) (heard|received|had) (anything|any update|back|an update)no (update|news|response)any (update|news)statusstill waitingwhere (are we|is my|does my) +3 |
Practice area
| Express Entry | express entryitainvitation to applycrspnpprovincial nominee +7 |
| Family | sponsorspouscommon[- ]lawwifehusbandpartner'?s? +4 |
| Work permits | work permitstudy permitpgwppost-graduationlmiamaintained status +6 |
| Citizenship | citizenshipoathcitizenship testphysical presenceproof of citizenshipcitizen |
| Inadmissibility | inadmissibrehabilitationdeemed rehabilitattemporary resident permittrpdui +8 |