New triage system in place at Gatineau, Que. office to address passport application delays
Service Canada has put a new system in place at the Passport Office in Gatineau, Que. to deal with a massive backlog of applications, and it has many travellers walking away with a new passport in their hands.
Éloi Vallée got what he needed at the Passport Office.
"Now I have it, and tomorrow I’m going to Iceland," Vallée said.
He says he originally applied for it through the mail in February.
"Nothing, I heard nothing; then, I got a call saying my picture wasn’t great, so I needed to do another one.”
With time running out, Vallée arrived at the Gatineau Passport Office early Wednesday morning. He says there weren’t many people in line, "They told me, next day you need to come back at 2 p.m."
Service Canada has implemented what officials call a "Triage" system - which includes giving preference to those travelling within 24 to 48 hours.
"Everything was organized, the people going out tomorrow - you go here, you’re going to go first, you’re going to have it today," said Vallée.
To deal with long lines, Service Canada passport offices like Gatineau, Montreal, and Toronto are now using the triage system. Staff speak with applicants, verify travel documents, and give an approximate time of when to come back,
"Service Canada staff in all parts of the country are working around the clock to improve delivery of passport services to Canadians," said Lori MacDonald, Senior Associate Deputy Minister of Employment and Social Development and Chief Operating Officer for Service Canada.
"The most challenging situations for clients are in our largest cities, so we are making these changes to help reduce stress and worry for Canadians and provide more certainty. While these measures may not alleviate all the lineups and wait times, we are optimistic they will make the client experience more predictable and fairer for all."
The triage methods vary from location to location.
"Staff are focused on clear communication to clients and prioritizing service to those with urgent travel needs within the following 24 to 48 hours," Employment and Social Development Canada said in a media release.
"They are also directing clients with longer-term travel plans to the most appropriate service channels to ensure their passport needs are met and their travel is not interrupted. This includes making better use of the network of over 300 Service Canada sites, and ensuring all centres have the staff, technology and processing capacity to offer by-appointment passport service to clients with less-urgent situations, who have been redirected to them through the triage process."
In the Outaouais region, the triage includes four groups:
- Travel within 24 to 48 hours
- Passport transfers (meaning clients who previously applied by mail or at a Service Canada Centre)
- Travel within 3 to 10 days
- Passport pickups
The government says preference is being given to those travelling within the next 24 hours, then 48 hours.
"Clients arriving or on site will receive a ticket with an approximate window of time to return for service at these specialized passport sites," the government said in the media release. "Proof of travel or need is required. For those travelling within 3 to 10 business days, clients arriving or on site are being directed to specific nearby Service Canada Centres, with appointments. Proof of travel or need is required.”
CTVNews.ca Top Stories
Work stoppage possible as WestJet issues lockout notice to maintenance engineers' union
A lockout notice issued by WestJet to a union representing aircraft maintenance engineers could result in a work stoppage next week.
'I just can't believe that it took so long': Body found in wreckage 3 months after deadly fire
A man accused of arson in a January Old Strathcona apartment fire is expected to be charged with manslaughter after a body was discovered in the burned building late last month.
No proof man lied to brother about number of kittens born in litter, B.C. tribunal rules
A man was denied a $5,000 payout from his brother after a B.C. tribunal dismissed his claim disputing how many kittens were born in a litter.
Bodies recovered in Mexico likely 2 Australians, 1 American who went missing: officials
Three bodies recovered in an area of Baja California are likely to be those of the two Australians and an American who went missing last weekend during a camping and surfing trip, the state prosecutor’s office said Saturday.
BREAKING London Drugs begins 'gradual reopening' on 7th day after cyberattack
Almost a week after all London Drugs stores across Western Canada abruptly closed amid a cyberattack, they began a "gradual reopening" on Saturday.
Quebec police hand out hundreds of tickets to Hells Angels and other bikers before 'first run' meeting
Quebec provincial police handed out hundreds of fines to Hells Angels members and other supporting motorcycle clubs who met for their 'first run' in a small town near Sherbrooke, Que.
Auston Matthews skates ahead of Game 7, status unclear with season on the line
Auston Matthews was back on the ice with his teammates Saturday.
Russia puts Ukrainian President Zelenskyy on its wanted list
Russia has put Ukrainian President Volodymyr Zelenskyy on its wanted list, Russian state media reported Saturday, citing the interior ministry’s database.
Snakes almost on a plane: U.S. TSA discovers a bag with small snakes in passenger's pants
According to an X post by the Transportation Security Administration, officers at the Miami International Airport found the small bag of snakes hidden in a passenger's trousers on April 26 at a checkpoint.