Ottawa: The federal government has announced a new passport service guarantee that will see Canadians refunded if processing times exceed 30 business days, a move aimed at improving accountability and restoring confidence in public services. The policy, unveiled by Immigration Minister Lena Metlege Diab, takes effect immediately.
Under the new “30 days or free” commitment, applicants will automatically receive a full refund of their passport or travel document fees if processing extends beyond the 30-business-day standard. The processing timeline begins once a complete application is received and concludes when the passport is printed and verified, excluding mailing time.
Officials clarified that a complete application must include all required documentation, such as properly completed forms, compliant passport photos, and full payment of fees. The initiative is designed to ensure predictability and reduce inconvenience for Canadians relying on timely travel documents.
Jobs Minister Patty Hajdu emphasized that the guarantee is intended to ease the burden on individuals and families by minimizing delays that could otherwise lead to missed work, additional childcare arrangements, or extra costs associated with urgent processing.
The government noted that while most passport applications are already processed within the established service standards, the new policy reinforces its commitment to delivering consistent and dependable services.
However, the refund guarantee will not apply to all cases. Certain administrative services, including replacement or transfer fees, are excluded, along with child refugee travel documents and certificates of identity. Applications submitted under urgent or express categories are also not covered, as those already fall under separate service guarantees. Additionally, applications affected by exceptional circumstances that disrupt operations will not qualify for refunds.
The new measure reflects Ottawa’s broader effort to enhance service delivery and ensure Canadians can rely on efficient and timely access to essential government services.