After I completed my articles at the Federal Department of Justice, I applied for and obtained a position as a Refugee Protection Officer at the Immigration and Refugee Board in 2002. After working there for almost 2 years, I left in 2004. During that time, and the nine years subsequent as an immigration lawyer, I learned a lot about how immigration works. Here's what I learned in that time: 1. The Government (and here I mean Citizenship and Immigration or Canada Border Services Agency) is not in the customer service business. Sure, there's been some efforts, and now there is a veneer of customer service. There's an online portal. There's a call centre. But it's near impossible to speak to someone who is directly handling your file. Local walk-in service has been discontinued. CPC Vegreville and CPC Mississauga are like black holes. You send your application in and hope for the best. Overseas visa offices are similarly full of obstacles. Examples abound. Frustration and delay seem to be by-words when you are dealing with either department. CIC or CBSA officials saw Robert Dziekanski wandering around the airport for hours, but no-one bothered to ask if he needed some guidance in... Read more →