‘Canadians expect reliable services’: Ottawa unveils passport refund policy

The new Canadian passport is unveiled at an event at the Ottawa International Airport in Ottawa on Wednesday, May 10, 2023.

The federal government will refund passport fees to applicants if processing times exceed 30 business days, under a new service guarantee that takes effect Wednesday.

Immigration Minister Lena Metlege Diab announced the policy Tuesday, saying the move is aimed at strengthening accountability.

“Canadians expect reliable services from their government,” Diab said. “While most passports are processed within our service standards, our new refund policy reflects our commitment to maintaining excellence in our passport delivery system.”

Under the new “30 days or free” guarantee, applicants will automatically receive a full refund of their passport or travel document fee if the processing time exceeds the 30-business-day threshold.

The clock will start when a complete application is received and end when the passport is printed and verified. Mailing time is not included.

A complete application includes a filled-out form, all required documents, such as a compliant passport photo, and full payment of fees.

Jobs Minister Patty Hajdu said the new guarantee is intended to make services more predictable and reduce the burden on Canadians.

“When Canadians receive the services they need in a timely manner, it means they don’t have to take time off work, find childcare or pay more to access services in person,” Hajdu said.

“By making services more efficient and better suited for the needs of Canadians, the ‘30 days or free’ passport guarantee reinforces that they can expect timely, predictable service.”

The guarantee does not apply in all cases. It excludes certain administrative services, such as replacement or transfer fees, as well as child refugee travel documents and certificates of identity.

Urgent and express applications, which have shorter service timelines, are also excluded, as refunds for missed deadlines in those cases are already covered under existing rules.

Applications affected by exceptional circumstances that disrupt operations will also not be eligible.