They are likely reviewing the information relating to your charges and determining what this equates to in Canada and assessing if this makes you admissible or inadmissible to Canada. Unfortunately any criminal past, even if expunged, always makes application processing quite a bit more complex and tends to significantly increase processing times.
I personally don't think that withdrawing your application and reapply will help - all you'll do is lose more time. Also, reapplying may not be an option if there are no visas remaining in the pool for this year.
In terms of how else to contact them, I would use the search feature on this forum to find older posts on the topic of IECs to see if you can find helpful info there.
Good luck.