The person will get it back at the point of exit from CBSA officer attached to the person. It depends on individual cases some the passport would be handed over to the pilot and the client will get it back at his home country.
Why didn't you pick up the calls and listen to what the person wanted to say? And if is not what you are expecting then you can hang up the call. My advice.
Yes I did call the IRCC and I was told they are doing background check and also I'm still within the process time. I also sent an email to Niagara all I heard that my application still in queue.