Have you looked in the Operational manual?
Some excerpts from OP 1 Procedures:
8. Procedural fairness
Communicating adequately and accurately with applicants:
Officers should give applicants adequate notice regarding the
process or the interview that will result or lead to a decision.
Processing without undue delay:
Officers must show diligence in processing applications. Visa
offices must not appear to frustrate processing through
unacceptable delays. A delay that cannot be justified is a denial of
procedural fairness.
Applicants must receive fair and equitable treatment:
Officers must be consistent in the treatment of applicants in similar
situations.
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NOT GETTING IT? WHAT YOU CAN DO ABOUT IT...
A) Individual case inquiries related to the decision or decision-making process
• Visa office e-mail address.
If there is no reply after 30 days or if there is a disagreement with the reply, you may contact Case
Management Branch, by e-mail at case-review-im-enquiry @ cic.gc.ca and copy the responsible
Director for the geographic region by e-mail (preferred) or by fax to 613-957-5802.
B) Local office procedures
• Immigration Program Manager via the visa office e-mail address.
• If no reply after 30 days, you may contact the Director for the geographic region by e-mail
(preferred) or by fax at 613-957-5802.
C) Quality of service complaints, or situations involving possible professional misconduct or malfeasance
• Immigration Program Manager by e-mail.
E-mail address format: firstname.lastname @ international.gc.ca.
• If no reply after 30 days, Director for the geographic region by fax at 613-957-5802.
D) General procedures, procedural consistency between offices, operational policy, global
processing times and levels
• Director, Operational Coordination, International Region Branch.
If a reply from an International Region Director under B, C, or D has not been received after
30 days, a follow up may be initiated to the Senior Director, Geographic Operations, by fax at
613-957-5802.
E) Immigration (selection) policy
Write to the appropriate Director within Immigration Branch.
• Family class: Director, Social Policy and Programs