Review of the Handling of Public
Money Project — Final Report

4.3.1 Payment Mode (CPCs and CIC Offices)

(Section Removed)

For example, for ROLF payments, clients can pay up front by HPM when submitting an application to a CPC. However, if a client decides to pay ROLF at the back end at a CIC office once a decision has been made on the application, he or she cannot use the HPM receipt. As a result, if a client goes to a CIC office with a paid HPM receipt, the client must pay the $975 fee again and contact the Call Centre to initiate a refund process from HQ. (Section Removed) Part of this problem is a result of clients simply not reading the instructions fully and not following the directions given to them for ROLF. This situation also occurs for a business line managed locally at a CIC office (family business, and the $400 fee associated with it). If a client pays such a fee by HPM, the local CIC office won’t accept it. To alleviate this problem, CIC offices have begun to highlight in bold on their forms that they do not accept payment by HPM.

(Section Removed)

The Government On-Line initiative should act as an impetus for the Department to look forward and beyond HPM and to examine different electronic payment options over the longer term. A first step would be to explore the opportunity to use the Internet to download an HPM receipt. Each application kit could have an identical and unique HPM receipt number; therefore, an individual could download over the Internet and have the same number for both the HPM receipt and the application. The client would not need to wait to receive the HPM receipt by mail, and no duplicate receipts would be detected. The second step would be to allow payment through the Internet.

Recommendation 6

It is recommended that HQ prepare a memo reminding local CIC offices and visa offices abroad of the Department’s policy and procedures regarding the processing of HPM receipts and applications.

Management Response

Management agrees with this recommendation. In such cases, local CIC offices and visa offices should inform HQ on how to dispose of the HPM receipts and process the application.

Recommendation 7

It is recommended that the Department implement the use of the Internet to (a) download an HPM receipt and (b) permit HPM payments.

Management Response

Management fully agrees with this recommendation. Funding has been obtained and project initiated.

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