Client communication and information policy

1. Introduction and guiding principles

This policy sets out the standards and procedures ANAS CANADA for Immigration Inc. follows to keep clients informed, with transparency and respect, throughout their immigration process. Our commitment to professional and ethical conduct is rooted in the Code of Professional Conduct for College of Immigration and Citizenship Consultants Licensees (the "Code") of the College of Immigration and Citizenship Consultants (CICC). Our guiding principles are:

• Transparency: clients receive clear, complete and up-to-date information about the status and progress of their application.
• Respect: keeping clients informed reflects the value we place on their trust in us.
• Responsiveness: client inquiries are handled in a systematic, professional and timely way.

2. Client communication

Our communication with clients follows professional standards, to ensure clarity and compliance from the first contact to the end of the engagement.

• Consultation agreement: consistent with section 23 of the Code, every client signs a written consultation agreement before the initial consultation. It sets out the scope of the consultation, the fee, our RCIC's licence number and the role of the CICC.
• Service agreement: consistent with section 24 of the Code, if you retain us for a service, a clear written service agreement specifies the services to be provided, the fees, the payment schedule, the refund policy and the terms of our professional relationship.
• Amendments to service: as required by subsection 24(5) of the Code, any change to the service agreement is communicated and agreed in writing, through a new agreement, an addendum or a confirmed email exchange.
• Professional opinions: in accordance with section 27 of the Code, if our professional assessment concludes that an application has a minimal chance of success, we tell the client in writing, with the specific reasons. If the client still chooses to proceed against this advice, we obtain a written acknowledgment of the risks.
• Completion or termination: as set out in section 36 of the Code, when a service agreement ends or is terminated early, the client receives a final written communication confirming the status of the file, all original client documents, a final invoice and any applicable refund. The RCIC-Client relationship for that agreement then ends. Any further services require a new service agreement.

3. Our commitment to professional staff

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

• Training and knowledge: in compliance with paragraph 38(1)(b) of the Code, our staff have a thorough understanding of the Code, so that all communications and actions meet professional standards.
• Professional accountability: our RCIC is professionally accountable for tasks carried out under his supervision, in line with subsection 38(2) of the Code.
• Delegation of duties: while some tasks may be delegated, as subsection 38(3) of the Code requires, no unauthorized person will provide representation or professional advice. All substantive communication with clients is overseen by our RCIC.

4. Updates and client inquiries

We keep clients informed in a timely and structured way.

• Case updates: we tell clients about any relevant change or update to their application status promptly, usually within one business day.
• Response times: clients are welcome to call or email to ask about the status of their application or for general questions. We reply to non-urgent emails within 1 to 2 business days. Response times may vary with the complexity of the inquiry and the stage of the file.

5. Client feedback and formal complaints

We value client feedback as a tool for continuous improvement and are committed to resolving issues professionally and diligently.

• Feedback: clients are encouraged to give feedback by email or phone. It helps us improve how we communicate and deliver our services.
• Formal complaints: in accordance with section 29 of the Code, we have a formal process for client complaints. Send your complaint to contact@anascanada.ca or call +1 587-350-1111. Every complaint is documented, investigated and answered professionally and promptly. Our goal is to resolve any issue directly with you.
• Complaints to the College: you have the right to file a complaint with the College of Immigration and Citizenship Consultants at any time, including if you aren't satisfied with our response. See the CICC's complaints page.

6. Record keeping and confidentiality

• Record keeping: in line with section 37 of the Code, ANAS CANADA for Immigration Inc. keeps an organized office administration system and complete records of all client communications, documents and file history. This protects both the client and the firm by providing a clear record of our professional engagement.
• Confidentiality: all client information is kept confidential and protected as described in our privacy policy.