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User Fees Reporting

User Fees

The following tables list Citizenship and Immigration Canada (CIC) user fees and provide information regarding the history of the fees, client service outcomes, revenue and associated costs.

Notes regarding all fees:

  1. Forecasted revenues are based on CIC’s 2010–2011 Report on Plans and Priorities.

  2. Actual revenue amounts are reported on a cash basis. The actual revenue amounts are net of current year remissions and exclude revenues with respect to interest for the Immigration Loan Program.

  3. The 2009–2010 full costs and estimated full costs for planning years include an estimate from other government departments (OGDs) and represent the best available cost data at the time of producing this table.

    OGDs included in CIC’s 2009–2010 Cost Management Model are Foreign Affairs and International Trade Canada; Public Works and Government Services Canada; Immigration and Refugee Board; Royal Canadian Mounted Police; Department of Justice; Human Resources and Skills Development Canada; Canadian Security Intelligence Service; Canada Border Services Agency; and Treasury Board Secretariat.

    Please note that the tables do not include the information for the following OGDs: Office of the Commissioner of the Federal Judicial Affairs, Court Administration Services, and Social Sciences Humanities and Research Council of Canada.

  4. Processing times change regularly depending on a number of factors including application intake. Domestic processing times are expressed as an average while overseas processing times are expressed as “x% in a specific period of time.”

  5. Statistics in Performance Results for domestic regions were current as of March 31, 2010.

  6. According to prevailing legal opinion, where the corresponding fee introduction or most recent modification occurred prior to March 31, 2004:
    • the performance standard, if provided, may not have received parliamentary review;
    • the performance standard, if provided, may not respect all established requirements under the User Fees Act (UFA) (e.g., international comparison; independent complaint address); and
    • the performance result, if provided, is not legally subject to section 5.1 of the UFA regarding fee reductions for unachieved performance.

1. User Fee: Right of Permanent Residence Fee (RPRF)

Fee Type: Regulatory

Fee-setting Authority: Financial Administration Act (FAA); Immigration and Refugee Protection Act (IRPA); and Immigration and Refugee Protection Regulations (IRPR)

Date Last Modified: May 3, 2006

Performance Standards: This fee is payable by persons who will acquire permanent resident status in Canada. Protected persons and dependent children do not pay the RPRF.

Performance Results: This fee is closely linked to the processing of permanent resident applications in Canada and overseas.


($ thousands)
2009-10 Planning Years
Forecast Revenue Actual Revenue Full Cost Fiscal Year Forecast Revenue Estimated Full Cost
$78,100 $91,075 Costs associated with this fee are related to the overall cost of the immigration regulatory regime. 2010-11 $99,100 Costs associated with this fee are related to the overall cost of the immigration regulatory regime.
2011-12 $106,600
2012-13 $114,600


2. User Fee: Permanent Residence Application Fee, Permanent Resident Card Fee, Permanent Resident Travel Document Fee and Sponsorship Application Fee for Family Classes

Fee Type: Regulatory

Fee-setting Authority: IRPA and IRPR

Date Last Modified: June 28, 2002

Performance Standards:

Permanent Residence Applications Processed in Canada, Immigrant Visas Processed Overseas and Sponsorship Application Fee for Family Classes: Priority processing is given to the reunification of immediate family members—spouses, partners and dependent children—and to skilled workers nominated by provincial governments. As of April 1, 2010, the service standard for immediate members of the Family Class is 12 months from the time the application is received at the Case Processing Centre (CPC)-Mississauga. Processing of these cases contributes to the achievement of Government of Canada immigration levels by issuing visas in line with established annual targets.

Permanent Resident Travel Documents processed overseas: Processed expeditiously.

Permanent Resident Cards (PRC): The majority of the applications are to be processed within 30 days. PRCs for new arrivals are, since April 2010, subject to a 40-business-day processing service standard.

Performance Results:

Immigrant Visas Processed Overseas: In calendar year 2009, overseas missions exceeded the overall visa target by 3%, as they issued a total of 233,854 immigrant visas.

In calendar year 2009, missions finalized 50% of immediate Family Class applications within 6 months, 70% within 9 months and 80% within 12 months.

Missions finalized 50% of Provincial Nominees within 8 months, 70% within 10 months and 80% within 11 months. Missions finalized 50% of Quebec skilled workers within 8 months, 70% within 12 months and 80% within 16 months. For Quebec Business Class, 50% were finalized within 14 months, 70% within 16 months and 80% within 17 months.

Details of past processing times by each overseas mission and by immigration category appear on CIC’s website. For data consistency, the website of every overseas mission links to pages concerning processing times on the CIC website.

Permanent Residence Applications Processed in Canada and Sponsorship Application Fee for Family Classes: Recent average processing times for (CPCs) are estimates only and are updated on the CIC website weekly.

  • Permanent Residence Applications Processed in Canada: The processing time at CPC-Vegreville for in-Canada Sponsorships of spouses or partners and their dependent children, was 185 days in December 2009.
  • Sponsorship Application for Family Classes: At CPC-Mississauga, the processing time for the assessment of eligibility in immediate Family Class overseas sponsorships was 38 days in December 2009.

Permanent Resident Travel Documents processed overseas: In calendar year 2009, 59% of applications were processed within two days.

Permanent Resident Cards: Processing times for new application were kept within the new 40-business-day service standard. As of December 31, 2009, processing time for the replacement or renewal of a card was 121 days.


($ thousands)
2009-10 Planning Years
Forecast Revenue Actual Revenue Full Cost Fiscal Year Forecast Revenue Estimated Full Cost
 $197,800 $172,551  $409,625 2010-11  $186,600  $409,625
2011-12  $187,400  $409,625
2012-13 $188,200 $409,625


3. User Fee: Work Permit Fee (Individuals and Performing Artist Groups)

Fee Type: Regulatory

Fee-setting Authority: IRPA and IRPR

Date Last Modified: January 2, 1997

Performance Standards:

Work Permits Processed Overseas and in Canada: Processed expeditiously.

Performance Results:

Work Permits Processed Overseas: In calendar year 2009, 50% of applications were finalized within 14 days, 70% within 42 days and 80% within 77 days. Past processing times by each overseas mission and by category appear on the CIC website.

Work Permits Processed in Canada: CPC–Vegreville processes work permit applications in various formats. Recent average processing times for CPCs are estimates only and are updated on the CIC website weekly.

($ thousands)
2009-10 Planning Years
Forecast Revenue Actual Revenue Full Cost Fiscal Year Forecast Revenue Estimated Full Cost
$45,400  $42,730 $113,996 2010-11 $60,700  $113,996
2011-12 $66,100  $113,996
2012-13 $72,200  $113,996


4. User Fee: Study Permit Fee

Fee Type: Regulatory

Fee-setting Authority: IRPA and IRPR

Date Last Modified: June 1, 1994

Performance Standards:

Study Permits Processed Overseas and in Canada: Processed expeditiously.

Performance Results:

Study Permits Processed Overseas: Processed expeditiously. Past processing times by each overseas mission and by category appear on the CIC website.

Study Permits Processed in Canada: CPC–Vegreville processes study permit applications in various formats. Recent average processing times for CPCs are estimates only and are updated on the CIC website weekly.

($ thousands)
2009-10 Planning Years
Forecast Revenue Actual Revenue Full Cost Fiscal Year Forecast Revenue Estimated Full Cost
$22,000 $22,852  $47,559 2010-11 $22,200 $47,559
2011-12 $24,100 $47,559
2012-13 $26,100 $47,559


5. User Fee: Temporary Resident Visa Application Fee, Extension of Authorization to Remain in Canada as a Temporary Resident Fee and Restoration of Temporary Resident Status Fee

Fee Type: Regulatory

Fee-setting Authority: IRPA and IRPR

Date Last Modified: January 2, 1997

Performance Standards:

Temporary Resident Visas (TRVs): Processed expeditiously.

Extensions of Authorization to Remain in Canada as a Temporary Resident and Restoration of Temporary Resident Status: These applications are processed on receipt. Average processing times, if available, are posted on the CIC website.

Performance Results:

TRVs: In calendar year 2009, 50% of TRV applications were finalized the same day, 70% within seven days and 80% within 14 days. Past processing times for each overseas mission and by visa category appear on the CIC website.

Extensions of Authorization to Remain in Canada as a Temporary Resident: Recent average processing times for CPCs are estimates only and are updated on the CIC website weekly.

Restoration of Temporary Resident Status: These applications are processed on receipt and there are no available average processing times.

($ thousands)
2009-10 Planning Years
Forecast Revenue Actual Revenue Full Cost Fiscal Year Forecast Revenue Estimated Full Cost
$97,400 $91,067 $178,387 2010-11 $97,800 $178,387
2011-12 $100,900 $178,387
2012-13 $104,200 $178,387


6. User Fee: Temporary Resident Permit (TRP) Fee

Fee Type: Regulatory

Fee-setting Authority: IRPA and IRPR

Date Last Modified: January 2, 1997

Performance Standards:

TRPs Processed Overseas and In Canada: Processed expeditiously. The variability in the complexity of the cases and the inadmissibilities being addressed means that there can be no meaningful service standard.

Performance Results:

TRPs Processed Overseas: TRPs are processed to overcome an inadmissibility identified during the processing of any type of visa application. There are no data on processing times for TRPs. They are processed expeditiously but the variability in the complexity of the cases and the inadmissibilities being addressed means that there can be no meaningful service standard.

TRPs Processed in-Canada: TRPs are processed in CPC-Vegreville on an as received basis and there are no available average processing times. Recent average processing times for CPCs are estimates for uncomplicated cases only and are updated on the CIC website weekly.

($ thousands)
2009-10 Planning Years
Forecast Revenue Actual Revenue Full Cost Fiscal Year Forecast Revenue Estimated Full Cost
$2,300 $2,104 $7,889 2010-11 $2,900 $7,889
2011-12 $3,200 $7,889
2012-13 $3,200 $7,889

7. User Fee: Other Immigration Services (Rehabilitation; Authorization to Return to Canada; Immigration Statistical Data; Certification and Replacement of Immigration Documents)

Fee Type: Regulatory

Fee-setting Authority: IRPA and IRPR

Date Last Modified: Various

Performance Standards:

Applications Processed Overseas: Authorizations to Return to Canada (ARCs) are processed expeditiously but the extremely variable nature and complexity of ARC cases means that there can be no meaningful performance standard.

Certification and Replacement of Immigration Documents: The documents requested are produced within 3-4 months of receipt of an application and then forwarded to the CIC Office nearest the client’s place of residence for pick-up.

Performance Results:

Applications Processed Overseas: ARCs are processed expeditiously but the variable nature and complexity of ARC cases means that there can be no meaningful performance results.

Certification and Replacement of Immigration Documents: Recent average processing times are updated regularly on the CIC website.

($ thousands)
2009-10 Planning Years
Forecast Revenue Actual Revenue Full Cost Fiscal Year Forecast Revenue Estimated Full Cost
$1,800 $2,457 $6,752 2010-11 $2,800 $6,752
2011-12 $3,000 $6,752
2012-13 $3,000 $6,752


8. User Fee: Right of Citizenship Fee

Fee Type: Regulatory

Fee-setting Authority: FAA; Citizenship Act and Citizenship Regulations

Date Last Modified: January 2, 1997

Performance Standards: This fee is payable by persons obtaining citizenship status. Persons under 18 years of age do not pay the Right of Citizenship fee. See the External Fees Table.

Performance Results: This fee is linked to acquisition of citizenship status. See Citizenship Fees.

($ thousands)
2009-10 Planning Years
Forecast Revenue Actual Revenue Full Cost Fiscal Year Forecast Revenue Estimated Full Cost
$12,000 $15,598 Costs associated with this fee are related to the overall cost of the citizenship regulatory regime. 2010-11 $13,900

Costs associated with this fee are related to the overall cost of the citizenship regulatory regime.

This fee was established in the 1995 federal budget and subsequently reduced by half in Budget 2006.
2011-12 $12,700
2012-13 $11,700


9. User Fee: Citizenship Fees: Grant, Retention, Resumption and Renunciation of Citizenship

Fee Type: Regulatory

Fee-setting Authority: Citizenship Act and Citizenship Regulations

Date Last Modified: January 2, 1997

Performance Standards: The majority of cases’ standard processing time is 12–15 months.

Performance Results: In 2009–2010, the average processing time for 80% of all individuals applying to become a citizen (Grant of Citizenship) was 15 months. Recent average processing times are updated regularly on the CIC website.

($ thousands)
2009-10 Planning Years
Forecast Revenue Actual Revenue Full Cost Fiscal Year Forecast Revenue Estimated Full Cost
$16,000 $18,983 $83,649 2010-11 $17,000 $83,649
2011-12 $15,600 $83,649
2012-13 $14,300 $83,649


10. User Fee: Citizenship Status Document Fees: Proof of Citizenship and Search for Record of Citizenship

Fee Type: Regulatory

Fee-setting Authority: Citizenship Act and Citizenship Regulations

Date Last Modified: January 2, 1997

Performance Standards: The majority of cases’ standard processing time is four (4) months.

Performance Results: In 2009–2010, the processing time for 80% of applications for the issuance of a citizenship certificate (Proof of Citizenship) decreased to 4–5 months from 10 months for applications processed within Canada. Proof of Citizenship processing times are updated on the CIC website regularly.

($ thousands)
2009-10 Planning Years
Forecast Revenue Actual Revenue Full Cost Fiscal Year Forecast Revenue Estimated Full Cost
$2,400 $6,737 $26,945 2010-11 $4,700 $26,945
2011-12 $4,700 $26,945
2012-13 $4,700 $26,945

11. User Fee: Fees for Processing Access Requests Filed under the Access to Information Act (ATIA)

Fee Type: Other products and services

Fee-setting Authority: ATIA

Date Last Modified: 1992

Performance Standards: Response provided within 30 days following receipt of request; the response time may be extended pursuant to section 9 of the ATIA. Notice of extension is to be sent within 30 days after receipt of request. The ATIA website provides further details.

Performance Results: CIC received 16,647 requests under the ATIA in 2009–2010 and completed 16,556 requests during the same period (includes requests carried over from previous year). CIC provided a response within 30 days following receipt of the request in 59% of cases. Response time was extended in 41% of cases.

Overall, CIC met deadlines for 95% of the requests completed over the course of the year.

($ thousands)
2009-10 Planning Years
Forecast Revenue Actual Revenue Full Cost Fiscal Year Forecast Revenue Estimated Full Cost
$100 $84 $2,953 2010-11 $200 $3,200
2011-12 $200 $3,400
2012-13 $200 $3,600

Other Information: CIC has experienced significant increases in the number of ATIA requests it receives. Over the past three years, the number of requests has increased 45%, which has resulted in increased costs to process these requests. Source: Annual Report 2009–2010 — Privacy Act, Access to Information Act.



User Fees Totals
($ thousands)
2009-10 Planning Years
Forecast Revenue Actual Revenue Full Cost Fiscal Year Forecast Revenue Estimated Full Cost
Sub-Total (R) $475,200 $466,154 $841,357 2010-11 $507,700  $841,357
2011-12 524,300 $841,357
2012-13 542,800 $841,357
Sub-Total (O) $100 $84 $2,953 2010-11 $200 $3,200
2011-12 $200 $3,400
2012-13 $200 $3,600
Total $475,300 $466,238 $877,753 2010-11 $507,900 $878,000
2011-12 $524,500 $878,200
2012-13 $543,000 $878,400

External Fees


External Fee

Service Standard
[Note 1 and 2]

Performance Results Stakeholder Consultation
Right of Permanent Residence Fee (formerly Right of Landing Fee)

This fee is not a processing fee, but rather a fee that is paid to receive the right of permanent residence. Legally, this fee is only required to be paid prior to the time of the issuance of permanent resident (PR) visas abroad or prior to the granting of PR status in Canada. The timing of its payment is, to a certain degree, voluntary on the part of the applicant: i.e., at any time during the processing of the PR applications prior to the issuance of the PR visa at a visa office; prior to the finalization of the PR visa abroad; or prior to being granted PR status in Canada. Because the client determines when the fee is paid, no specific service standards are attached to it. Instead, the service standard and processing times are attached to the processing of the application itself, which carries a separate fee.

See the Permanent Residence Application Fee, PRC Fee, Permanent Resident Travel Document Fee and Sponsorship Application Fee for Family Classes.

This fee is closely linked to the processing of permanent residence applications in Canada and overseas. This fee was established in the 1995 federal budget and subsequently reduced by half in Budget 2006.
Permanent Residence Application Fee,
Permanent Resident Card Fee, Permanent Resident Travel Document Fee and Sponsorship Application Fee for Family Classes

Immigration levels are set by Cabinet once a year and demand (intake) far outweighs set levels. To comply with the Cabinet-established levels, once levels’ targets are met excess applications may wait in a queue for lengthy periods until Cabinet establishes new levels, opening up room the following year. It is not possible to set service standards for applications outside of the priority processing queue without intake controls or placing CIC in contempt of Parliament.

Permanent Resident Travel Documents: Two days for routine cases. Highest priority processing is given to immediate Family Class—spouses, etc. At overseas missions and in Canada, the service standard is to finalize the majority of cases within 6 months. As of April 1, 2010, the service standard for immediate Family Class is 12 months from the time the application is received at the Mississauga Case Processing Centre (CPC). Priority processing for Provincial Nominees and Quebec Economic (skilled worker and business) classes at overseas missions is done as quickly as possible, taking into consideration the immigration levels’ plan.

PRCs: Majority within 30 days. PRCs for new arrivals are, since April 2010, subject to a 40-business-day processing service standard.

Immigrant Visas Processed Overseas: In calendar year 2009, overseas missions exceeded the overall visa target by 3%, as they issued a total of 233,854 immigrant visas.

In calendar year 2009, missions finalized 50% of immediate Family Class applications within 6 months, 70% within 9 months and 80% within 12 months.

Missions finalized 50% of Provincial Nominees applications within 8 months, 70% within 10 months and 80% within 11 months. Missions finalized 50% of Quebec skilled workers within 8 months, 70% within 12 months and 80% within 16 months. For Quebec Business Class, 50% of applications were finalized within 14 months, 70% within 16 months and 80% within 17 months.

Details of past processing times by each overseas mission and by immigration category appear on CIC’s website. For data consistency, the website of every overseas mission links to pages concerning processing times on the CIC website.

Permanent Resident Travel Documents: In calendar year 2009, 59% of applications were processed within two days.

PRCs: Processing times for new applications were kept within the 40-business-day service standard. As of December 31, 2009, at CPCPRC the processing time for the replacement or renewal of a card was 121 days.

Applications for Permanent Residence Processed in Canada: The processing time at CPC-Vegreville for in-Canada sponsorships of spouses or partners and their dependent children was 185 days in December 2009.

Sponsorship Application for Family Classes: At CPC-Mississauga, the processing time for the assessment of eligibility in immediate Family Class overseas sponsorships was 38 days in December 2009.

All the current fees are subject to the Government of Canada regulatory process for cost recovery fees which includes consultation requirements.

Consultations took place at the time each of them was imposed as part of the regulatory process.

The Standing Committee on Citizenship and Immigration holds regular consultations on various issues related to CIC’s mandate including fees and service standards.

CIC consults regularly with stakeholders including the Canadian Bar Association, the Canadian Council for Refugees and immigration practitioners.

Future changes to processing fees will be subject to the User Fee Act. Section 4 of the User Fee Act specifies the consultative requirements that will apply when new or modified user fees are considered.

Work Permit Fee (individual and performing artist groups)

Overseas: Four weeks for the majority of cases.

Domestic: Recent average processing times for CPCs are estimates for uncomplicated cases only and are updated on the CIC website weekly.

Work Permits Processed Overseas:In calendar year 2009, 50% of applications were finalized within 14 days, 70% within 42 days and 80% within 77 days.

Past processing times by each overseas mission and by category appear on the CIC website.

Work Permits Processed in Canada: CPC–Vegreville processes work permit applications in various formats. The processing times are estimates only and are updated on the CIC website weekly.

See Permanent Residence Application Fee, PRC Fee, Permanent Resident Travel Document Fee and Sponsorship Application Fee for Family Classes.
Study Permit Fee

Overseas: Four weeks for the majority of cases.

Domestic: Recent average processing times for CPCs are estimates for uncomplicated cases only and are updated on the CIC website weekly.

Study Permits Processed Overseas: Processed expeditiously. Past processing times by each overseas mission and by category appear on the CIC website.

Study Permits Processed in Canada: CPC–Vegreville processes study permit applications in various formats. The processing times are estimates only and are updated on the CIC website weekly.

See Permanent Residence Application Fee, PRC Fee, Permanent Resident Travel Document Fee and Sponsorship Application Fee for Family Classes.
Temporary Resident Visa (TRV) Application Fee, Restoration of Status Fee and Extension of Authorization to Remain in Canada as a Temporary Resident Fee

Overseas: Two days for the majority of cases.

Domestic: Recent average processing times for CPCs are estimates for uncomplicated cases only and are updated on the CIC website weekly.

TRVs: In calendar year 2009, 50% of TRV applications were finalized the same day, 70% within seven days and 80% within 14 days.

Past processing times for each overseas mission and by visa category appear on the CIC website.

Extensions of Authorization to Remain in Canada as a Temporary Resident: Recent average processing times for CPCs are estimates only and are updated on the CIC website weekly.

Restoration of Temporary Resident Status: These applications are processed on receipt and there are no available average processing times.
See Permanent Residence Application Fee, PRC Fee, Permanent Resident Travel Document Fee and Sponsorship Application Fee for Family Classes.
Temporary Resident Permit (TRP) Fee Overseas and in Canada: TRPs are processed to overcome an inadmissibility identified during the processing of any type of visa application. They are processed expeditiously but variability in the complexity of the cases and the inadmissibility that is being addressed means that there can be no meaningful performance standard.

TRPs Processed Overseas: TRPs are processed to overcome an inadmissibility identified during the processing of any type of visa application. There are no data on processing times for TRPs. They are processed expeditiously but the variability in the complexity of the cases and the inadmissibilities being addressed means that there can be no meaningful service standard.

TRPs Processed in-Canada: TRPs are processed in CPC-Vegreville on an as received basis and there are no available average processing times. Recent average processing times for CPCs are estimates for uncomplicated cases only and are updated on the CIC website weekly.

See Permanent Residence Application Fee, PRC Fee, Permanent Resident Travel Document Fee and Sponsorship Application Fee for Family Classes.
Other Immigration Services (Various)

Overseas: Authorizations to Return to Canada (ARCs) are processed expeditiously but the variable nature and complexity of ARC cases means that there can be no meaningful performance standard.

Certification and Replacement of Immigration Documents: Six to eight weeks for the majority of cases.

Applications Processed Overseas:ARCs are processed expeditiously but the variable nature and complexity of ARC cases means that there can be no meaningful performance results.

Certification and Replacement of Immigration Documents: Recent average processing times are updated regularly on the CIC website.

See Permanent Residence Application Fee, PRC Fee, Permanent Resident Travel Document Fee and Sponsorship Application Fee for Family Classes.
Right of Citizenship Fee Service standard is linked to the processing of the application for a Grant of Citizenship, similar to the Right of Permanent Residence Fee. This fee is linked to acquisition of citizenship status. See Citizenship Fees. See Permanent Residence Application Fee, PRC Fee, Permanent Resident Travel Document Fee and Sponsorship Application Fee for Family Classes.
Citizenship Fees: Grant, Retention, Resumption, Renunciation of Citizenship 12–15 months for the majority of cases.

In 2009–2010, the average processing time for 80% of all individuals applying to become a citizen (Grant of Citizenship) was 15 months.

Recent average processing times are updated regularly on the CIC website.

See Permanent Residence Application Fee, PRC Fee, Permanent Resident Travel Document Fee and Sponsorship Application Fee for Family Classes.
Citizenship Status Document Fees: Proof of Citizenship and Search for Record of Citizenship 4 months for the majority of cases.

In 2009–2010, the processing time for 80% of applications for the issuance of a citizenship certificate—Proof of Citizenship—decreased to 4–5 months from 10 months for applications processed within Canada.

Proof of Citizenship processing times are updated on the CIC website regularly.

See Permanent Residence Application Fee, PRC Fee, Permanent Resident Travel Document Fee and Sponsorship Application Fee for Family Classes.
Fees for Processing Access Requests Filed under the Access to Information Act (ATIA) 30 days following receipt of request unless an extension is requested.

CIC received 16,647 requests under the ATIA in 2009–2010 and completed 16,556 requests during the same period (includes requests carried over from previous year).

CIC provided a response within 30 days following receipt of the request in 59% of cases. Response time was extended in 41% of cases.

Overall, CIC met deadlines for 95% of the requests completed over the course of the year.

The service standard is established by the ATIA and the Access to Information Regulations. Consultations with stakeholders were undertaken by the Department of Justice and the Treasury Board Secretariat for amendments done in 1986 and 1992.

Notes

1. On April 1, 2010 CIC launched its first set of service standards for the following business lines:

2. CIC will launch a second set of service standards for other business lines in 2011.