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 2014-2015

Passport application in person at a Passport Canada-branded office

10 business days

99.64%

Passport application by mail

20 business days

99.84%

Passport application in person at a Receiving Agent

20 business days

99.81%

Services for Canadians outside of Canada

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

Service Service standard Results for 2014-2015

Regular passport application at a Government of Canada office abroad

20 business days

94.91%

Temporary passport

20 business days

99.44%

Emergency travel document

20 business days

98.86%

Services for non-Canadians in Canada

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

Service Service standard Results for 2014-2015

Certificate of identity

20 business days

94.81%

Refugee travel document

20 business days

95.73%

Expedited Services in Canada

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

Service Service standard Results for 2014-2015

Urgent service

By the end of the next business day

99.40%

Express service

2 to 9 business days

99.94%

Pick-up service

10 business days

99.78%

Same day out of regular hours of service

Same day

97.18%

Administrative services

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

Service Service standard Results for 2014-2015

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%

Certified true copy of a travel document Footnote 1

10 business days

95.85%

File transfers (between offices in Canada) Footnote 1

3 business days

99.02%

 
 
 
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