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Client Communication & Information Policy

1. Introduction and Guiding Principles

This policy outlines the standards and procedures ANAS CANADA for Immigration Inc. adheres to, ensuring our clients are kept informed with transparency and respect throughout their immigration journey. Our commitment to professional excellence and ethical conduct is rooted in the College of Immigration and Citizenship Consultants (CICC) Code of Professional Conduct (CPC). Our guiding principles are:

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  • Transparency: Clients will receive clear, comprehensive, and up-to-date information regarding the status and progress of their application.

  • Respect: Keeping clients informed is a reflection of the high value and respect we place on their trust and commitment to us.

  • Responsiveness: Client inquiries and communication will be addressed in a systematic, professional, and timely manner.

2. Client Communication

Our communication with clients is governed by the highest professional standards, ensuring clarity and compliance from the initial engagement to its conclusion.

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  • Initial Agreement: Consistent with CPC Section 23, a clear and comprehensive Retainer Agreement will be presented to all clients, which specifies the services to be provided, the associated fees, and the terms of our professional relationship.

  • Amendments to Service: As per Subsection 24(5) Any modifications or changes to the Retainer Agreement will be formally communicated and agreed upon in writing via a new agreement, addendum, or a confirmed email exchange.

  • Professional Opinions: In accordance with CPC Section 27, if a professional assessment concludes that an application has a minimal likelihood of success, the client will be informed of this assessment and the specific reasons in writing. Should the client still choose to proceed against this advice, a written acknowledgment of the associated risks will be obtained.

  • Completion or Termination: As per CPC Section 36, upon the conclusion of a service agreement or its premature termination, clients will be provided with a final written communication confirming the status, all original client documents, a final invoice, and any applicable refunds. Following this, the RCIC-Client relationship for that specific agreement concludes. Any further services would require a new Retainer Agreement.

3. Our Commitment to Professional Staff

Our commitment to clear communication is upheld by the professionalism of our staff.

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  • Training & Knowledge: In compliance with CPC Section 38(1)(b), our staff is equipped with a thorough understanding of the Code and its contents, ensuring all communications and actions are in line with professional standards.

  • Professional Accountability: All staff members are professionally accountable for tasks executed under their supervision, ensuring strict alignment with CPC Section 38(2).

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Delegation of Duties: While certain tasks may be delegated, as mandated by CPC Section 38(3), no unauthorized individual will offer representation or professional advice. All client communication of a substantive nature will be overseen by our RCIC.

4. Updates & Client Inquiries

We are committed to keeping clients informed in a timely and structured manner.

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  • Case Updates: Clients will be informed of any relevant changes or updates to their application status. Such notifications will be conveyed to clients within a prompt timeframe, typically within one business day.

  • Inquiry Response Times: Clients are welcome to call or email at any time to inquire about the status of their application or for general questions. We strive to provide a prompt response to all inquiries. Non-urgent emails will be responded to within 1-2 business days. Response times may vary depending on the complexity of the inquiry and the current stage of the client's file.

5. Client Feedback & Formal Complaints Process

We value client feedback as a tool for continuous improvement and are committed to resolving any issues professionally and with due diligence.

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  • Feedback Mechanism: Clients are encouraged to provide feedback via email or phone call, which helps us to continually enhance our communication and service delivery methods.

  • Formal Complaints Process: In accordance with CPC Section 29, we have a formal process for addressing client complaints. All complaints received via email or phone will be documented, investigated, and addressed in a professional and timely manner. Our goal is to resolve any issue internally. However, clients have the right to file a complaint with the CICC if they are not satisfied with our resolution.

6. Record Keeping & Confidentiality

Our commitment to professional record-keeping ensures the integrity and security of all client information.

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  • Rigorous Record-Keeping: Aligned with CPC Section 37, ANAS CANADA for Immigration Inc. maintains a meticulous office administration system and rigorous record-keeping, ensuring a comprehensive log of all client communications, documents, and case history. This protects both the client and the firm by providing a clear and complete record of our professional engagement.

  • Confidentiality: All client information is treated with the utmost confidentiality and is protected as outlined in our comprehensive Privacy Policy.

Effective Date: October 15, 2025

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