Service standards for the processing of member complaints

The Immigration and Refugee Board of Canada (IRB) strives to provide fair and transparent service that is timely, professional, and courteous. To this end, the IRB has issued service standards for the processing of member complaints. As of April 1, 2022, the IRB will monitor and report on whether the service standards and targets outlined below are met.

The IRB aims to meet these service standards under normal, day-to-day conditions. The ability to meet these timelines may be impacted by the quality and completeness of the information that is received a​s well as other factors which are outside the control of the IRB.

​Type
DescriptionStandardTarget
AcknowledgmentAcknowledgment letter sent to complainant following receipt of the complaint 5 calendar days from receipt of complaint100%
ScreeningScreening decision letters sent to parties following screening 60 calendar days from receipt of complaint80%
Final Decision
Final decision letters sent to parties following investigation 170 calendar days* from receipt of complaint80%

*This service standard does not include the time that passes while a complaint is held 'in abeyance' (i.e., the time during which the complaint is temporarily placed on-hold and not actively processed). This occurs if the case related to the complaint is still before the member who is the subject of the complaint. Once the member is no longer presiding over the case, the abeyanc​e is lifted, and the service standard timeline continues.