People upset waiting an average of three months to renew a passport should complain to their MP, says a Liberal cabinet minister..“Processing times remain long due to the sheer volume of applications,” Social Development Minister Karina Gould said Monday to the Commons human resources committee..“What’s the best approach here?” asked Liberal MP Wayne Long (Saint John-Rothesay)..“If someone has urgent travel in that regard I would recommend you contact your Member of Parliament,” replied Gould..“In light of the unprecedented volume of passport applications received by mail, about 96% of those who apply by mail received their passports within 50 business days. We know many people have been put in very difficult circumstances.".Department managers said they recommended passport applicants file their papers in person..“Lineups have been a challenge,” said Peter Simeoni, assistant deputy minister. “There is no doubt about that.”.“About 11 of our 35 offices have chronic lineup problems. That’s a lot.”.Applicants who attempted to phone a 1-800 federal call centre should expect to wait up to 55 minutes on hold, added Simeoni. The department said call volumes had increased dramatically..“In February we were receiving 50,000 calls a week,” testified Evelyne Power, director general of passport operations..“In April it was 1.2 million calls every week.”.“We of course understand how frustrating this is.".About half of calls are not answered by a live agent, but instead referred to a recording recommending callers apply in person, she added..“Because of volume we are prioritizing clients with travel plans,” said Power..“The in-person services that are provided have up to now been limited. Right now they’re limited to anyone with travel plans identified within 45 business days.”.MPs ordered hearings on passport delays following constituency complaints..“The increase in demand for passport renewals should have been easy for the government to predict,” said Conservative MP Stephanie Kusie (Calgary Midnapore)..“Canadians rightfully expect to be able to get basic government services such as passports from the Government of Canada."
