The Client Care Department of Pardon Applications of Canada responds to inquiries in the order they are received, with PRIORITY status inquiries responded first. Typically, you can expect to receive a response via email within 24-72 business hours. If Client Care deems it necessary, you may be contacted by phone.
Please remember that Client Care is not a Call Centre. It is important to learn how to effectively communicate with Client Care, otherwise, your inquiry may not be responded.
ONLINE CLIENT SERVICES
Using your active 6-digit Account Number, you have access to the following direct requests & services with Client Care:
You may email Client Care directly via [email protected].
Your email MUST include your full legal name, 6-digit Account Number, and your exact question/inquiry.
ACCEPTED: “Hi, this is JOHN SMITH #123456 requesting an Update on my file. Thank you”.
ACCEPTED: “Hi, this is BARB DOE #245632 requesting clarification on the SQ Kit I received. I’m not sure if I’m doing it right. Thank you.”
NOT ACCEPTED: “Hi, can I please get an update?”.
NOT ACCEPTED: “please call me back”
You may text Client Care directly via 613-703-1958.
Your text MUST include your full legal name, 6-digit Account Number, and your exact question/inquiry.
ACCEPTED: “Hi, this is JOHN SMITH #123456. I have a question about payment program”.
ACCEPTED: “Hi, this is BARB DOE #245632 a bit unsure of where to go for fingerprinting.”
NOT ACCEPTED: “where are we at in this process?”.
NOT ACCEPTED: “Hey it’s John Smith, msg me back please”.
During standard business hours, you may contact Client Care by phone to either access LIVE Support or leave a voicemail message.
Your voicemail MUST include your full legal name, 6-digit Account Number, and your exact question/inquiry.
If LIVE Support IS currently enabled by Client Care, you’ll be immediately connected to an Officer.
If LIVE Support IS NOT currently enabled, press “2” to leave a detailed voicemail.
ACCEPTED: “Hi, this is JOHN SMITH #123456. I just got my Pre-Government submission kit and have a question about which document I sign”.
ACCEPTED: “Hi, this is BARB DOE #245632 wondering what my balance is and when my next payment is due.”
NOT ACCEPTED: “John Smith, #123456”.
NOT ACCEPTED: “Hi it’s Barb, what’s my balance please?”.