Passport Canada’s has been unable to print some passports after a vehicle collision cut the internet connection near a key processing center in Ontario.
The agency says the outage is affecting its ability to process “urgent and express services,” according to an official post on social media. “We are working to fix the problem as soon as possible,” the agency said.
There was a vehicle collision near Service Canada’s processing center in Mississauga, Ont. which then knocked out the facility’s internet connection on Tuesday night, Valarie Glazer, press secretary for Minister of Families, Children and Social Development Jean-Yves Duclos, told CTVNews.ca.
“Since then we’re trying to do everything we can to make sure that the passports are delivered,” she in a phone interview. She added the agency’s system is still intact and that only the internet was affected.
The outage is causing concerns for people in need of urgent travel documentation.
Caledon, Ont., resident Mustafa Jiwan applied for an express passport for his daughter on Monday at a Brampton office and was informed it would be available for pick up on Wednesday afternoon. But Jiwan was told the passport was not ready and to call every three hours for an update. They told him that Ontario’s passport processing first hit a snag on Monday and by Tuesday the systems were out across Canada.
“If the passport doesn’t come in then she won’t be able to travel and I’ll lose the money for the flight,” he told CTVNews.ca.
Before releasing an official statement, Passport Canada on Facebook confirmed in a comment to one user that a phone call about the outage was “not a scam.”
“I was just called by Passport Canada and notified that my urgent pick-up request will be delayed because all Passport Canada computers are down and no passports can be printed today. However, I cannot seem to find any service disruptions anywhere,” wrote Facebook user Ray Huang on Wednesday.
The agency commented on his post to say that it was an official call and that “Passport Program is working on the issue.” Glazer added the agency was in touch with its telecommunications provider who will need to assess the damage and fix it connection.
For Jiwan, the outage is causing anxiety for a planned trip in March for which they’ll need to submit visa applications.