IRCC has refreshed the terms of reference for the Departmental Ombuds—an office that looks at systemic service issues (not individual application decisions) and works to improve client experiences across the immigration system. The update clarifies what the Ombuds can investigate, how it engages with clients, and how findings can lead to broader service improvements.

What the Ombuds is (and isn’t): The Ombuds does not overturn or re-decide your case. It focuses on fairness of service delivery—communication quality, accessibility, unreasonable delays without explanation, and systemic problems that affect many clients. If your application was refused, the appropriate recourse is reconsideration, a new application, or legal review—not the Ombuds. But if you’ve encountered repeated service breakdowns, the Ombuds may examine patterns and recommend fixes.

Why this helps clients: Clearer rules make it easier to know when to contact the Ombuds and what to provide (dates, reference numbers, evidence of repeated service failure). Over time, stronger oversight should improve standard communications, published processing times, and how complex files are handled.

Our role: We triage whether an issue is best resolved through case-specific channels (webforms, MP inquiry, ATIP/GCMS), escalation, or—where appropriate—an Ombuds submission highlighting systemic concerns. The goal is always the same: a fair, timely, and transparent process for you.

Source: IRCC – Departmental Ombuds terms of reference update (April 2025). Canada.ca