Changes to Webform/ CSE

Even since Alastair Clarke gave testimony to the Parliamentary CIMM committee, IRCC has been “modernizing” the system. This has been going on for many years and we have seen many developments over the years to add online services and provide better, faster updates to applicants. To an extent, IRCC has been moving to a “customer” approach and we have seen significant changes in the office culture within government departments.

One of the tools that IRCC unveiled many years ago was the Webform/ Case Specific Enquiry (CSE). This was one of the first online tools created by IRCC so applicants & representatives could input their application # and provide updates for the Officer. I spoke with another lawyer and she indicated that the Webform/ CSE service has been available since at least 2015. In our research, we could not find exactly when the Webform was initially launched. It was many years ago.

In Nov 2023, IRCC changed the Webform/ CSE system. Applicants and representatives can no longer simply type information in the “free text box”. Now, it is more difficult to provide updates to the Officer. We now need to draft a document with the update, create a PDF and then upload the document(s) to IRCC. IRCC has made it clear that there has been significant abuse of the Webform/ CSE system. This seems to be a change designed to limit the # of webforms/ CSEs submitted to IRCC.

UPDATE: The IRCC Webform also underwent changes in 2024. There are current two (2) ways to submit information to the IRCC that includes the previous webform. That page was updated in DEC 2023 and it is still available to submit enquiries. In 2024, IRCC launched another Webform that includes more options. That page was recently updated in DEC 2024. We recommend the newer IRCC Webform for our clients.

“I’ve sent IRCC a Web form every day for the past 6 months”

I remember meeting an applicant during a consultation last year who was very anxious. His application was in process and he came to CIL to enquire on the mandamus process. He explained that his situation was urgent and his family was suffering. He had been sending Webforms/ CSE requests through the IRCC every day for many months – with no progress. He booked a consultation to see how we could help. Our 1st piece of advice: stop sending webforms every day. That is not helping your case.

To be clear, we hear the frustration from clients and applicants almost every day related to delays and backlogs. I recently spoke with another lawyer who described a CPC as a “black hole” and she was extremely frustrated with the lack of communication and the dearth of updates from Officers. That being said, we also hear the frustration on the other side. During a CBA Immigration conference, a group of IRCC Officers described how in 2021, they received more than 1 MILLION enquiries/ updates via the online Web form/ CSE system. Officers were overwhelmed.

The Web form/ CSE System was Broken

I think it is very clear the Web form/ CSE system was broken. There has been a high level of frustration on both sides. Applicants are frustrated. We are sending updates to IRCC and the Officers are not getting the information. Here is an example:

• I met an international student who got a 1 year PGWP. She spoke with a shady agent who mistakenly told her that she could extend her PGWP. She paid $3000 to this shady agent to submit the application. She then did some research and booked a consultation at CIL to get a 2nd opinion. We let her know that her PGWP would be refused. She was alarmed. She was the victim of a scam and she got bad legal advice. She submitted a Webform/ CSE to withdraw the application. She tried to fix the problem. But the IRCC Officer did not get the Webform/ CSE in time and, instead, the PGWP Extention was refused. She was ordered to leave Canada.

If the new web form system increases the chance to avoid this type of situation, then we support the change. Hopefully, the additional work to submit updates through the web form will mitigate the # of unnecessary/ frivolous updates and, in turn, lower the level of frustration on the side of the Officer. If Officers have less frustration, then, perhaps, we may see faster processing and more action when we send web forms to the Officer and our client’s situation is genuinely urgent.

AI Solution?

In general, I am sceptical that AI solutions will improve the immigration system. In this situation, however, I could see the benefit of an AI giving the Officer a preliminary assessment of the Web form/ CSE. The AI could, for example, identify if the Web form includes updates & information that was not previously disclosed. This could free up the Officer’s time and it could increase efficiency in the system

Fees for Service

As you know, CIL is 100% open and transparent with professional fees. No other immigration law firm has published more information online on their pricing & fees. In the past, under the former system, CIL has submitted web form/ CSE updates on behalf of clients at no additional cost. We did not charge any extra fees for this service. The amount of work involved in the former system was such that extra work did not warrant extra fees.

Under the new system, CIL will be charging for this service. IRCC has created a new system that requires more work to submit updates. This new amount of work is no longer trivial. This is not a decision that we take lightly. We do our best to provide value to our clients and we do our best to provide the best possible service.