Service standards for passport services

Service standards publicly state the level of performance that citizens can reasonably expect to encounter from the Passport program under normal circumstances.

Performance information

The Passport program service standards apply only to properly completed applications. They do not include time required for postal delivery, complex verifications and security checks, or status/citizenship verifications. The standards for all Passport program services were implemented in July 2013, unless otherwise stated.

Services for Canadians in Canada

The performance target for these applications is 90 percent of complete applications are processed within the published service standards.

Service Service standard Results for 2016-2017
Passport application in person at a Passport Canada-branded office 10 business days 99.12%
Passport application by mail 20 business days 95.02%
Passport application in person at a Receiving Agent 20 business days 98.26%

Services for Canadians outside of Canada

The performance target for these applications is 90 percent of complete applications are processed within the published service standards.

Service Service standard Results for 2016-2017
Regular passport application at a Government of Canada office abroad 20 business days 93.39%
Temporary passport 20 business days 99.28%
Emergency travel document 20 business days 99.09%

Services for non-Canadians in Canada

The performance target for these services is 90 percent of complete applications are processed within the published service standards.

Service Service standard Results for 2016-2017
Certificate of identity 20 business days 97.44%
Refugee travel document 20 business days 95.60%

Expedited Services in Canada

The performance target for these services is 90 percent of complete applications are processed within the published service standards.

Service Service standard Results for 2016-2017
Urgent service By the end of the next business day 99.11%
Express service 2 to 9 business days 98.85%
Pick-up service 10 business days 98.50%
Same day out of regular hours of service Same day 96.77%

Administrative services

The performance target for these services is 90 percent of complete applications are processed within the published service standards.

Service Service standard Results for 2016-2017
Addition of a special stamp

Same as the processing time of the passport or travel document if the request is made with the travel document application; or

10 business days if the request is made after a passport or travel document has been issued.

100.00%
Certified true copy of a travel documentFootnote 1 10 business days 95.19%
File transfers (between offices in Canada)Footnote 1 3 business days N/A

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For more information

To learn about upcoming or ongoing consultations on proposed federal regulations, visit the Canada Gazette and Consulting with Canadians web sites.

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