Internal government records have revealed serious fraud, security failures, and technical vulnerabilities at several Canadian visa application centres (VACs) overseas. The centres are operated by federal contractor VFS Global. The findings obtained by CBC News through an Access to Information request raise pressing questions about oversight, applicant safety, and the value of hundreds of millions in taxpayer-funded contracts.

Who is VFS Global?

VFS Global operates 164 visa application centres across 109 countries on behalf of the Canadian government. The company does not make immigration decisions. Instead, it handles administrative tasks, collecting biometrics, processing documents, and returning passports on behalf of Immigration, Refugees and Citizenship Canada (IRCC). According to a review of federal contract records, the government has awarded VFS and its subsidiary TT Visa Services more than $770 million in contracts since 2012.

Third-Party Fraud: Appointment Reselling in Bangladesh

Internal documents show that IRCC officials flagged a widespread appointment-reselling scheme at VFS’s Dhaka, Bangladesh centre. Unauthorized third-party resellers were block-booking available appointment slots and selling them to applicants for up to $250 CAD per person. Applicants facing IRCC’s strict processing deadlines had little choice but to pay.

Ottawa resident Salah Uddin experienced this firsthand. In 2024, he was unable to find any available appointments for his in-laws within the required 30-day window. A third-party reseller demanded approximately $250 per person. Rather than pay, he mailed the passports to a friend in Malaysia to submit them there instead.

“It’s a fraud. It’s not justifiable,” Uddin said. “They just made people hostages.”

Canadian officials attempted to simulate the booking process themselves and encountered the same obstacles. Internal emails confirm that a significant share of applicants could only submit their passports by using third-party resellers or expensive premium VFS services — raising clear access and equity concerns.

Premium Fees: Paying for Basic Access

Beyond third-party fraud, IRCC’s own records flagged concerns about VFS’s premium fee services. Applicants who paid for “premium lounge access” were served quickly; those who did not faced hours-long queues. One IRCC official noted that clients could not realistically meet processing deadlines “unless they use the premium services, which is more expensive.”

VFS says its optional value-added services are offered only with prior government approval. IRCC acknowledges it does not track VFS’s revenue from these services and says they are not mandatory. Critics disagree, arguing that when standard services are inaccessible without paying extra, the fees become de facto mandatory.

Security Failures: Unscreened Staff and a Malware Attack

The documents also reveal serious security deficiencies at some VACs. At the Dhaka office, records show that only one staff member had been security-screened despite others having access to calls and emails. A 2023 IRCC email warned that all staff “listening to calls or monitoring emails” must be screened.

Separately, VFS’s Russia operations suffered a significant internet outage in April 2024, amid the ongoing war in Ukraine. A later email from an IRCC manager confirmed a malware attack at a VAC. Canadian officials scrambled to find workarounds, including routing urgent cases such as seafarers and family emergencies through the Canadian embassy directly.

We Could Write a Novel: What Internal Emails Reveal

The tone of internal communications speaks volumes. One Canadian official, preparing to visit Dhaka in February 2024, wrote: “We could write a novel about all the fraud we are seeing.” The official asked for more detail on the scale of fraud, the most common types, and the role of third-party consultants in enabling it.

Immigration lawyer Karina Juma, based in Burnaby, B.C., said her clients continue to encounter problems including contradictory advice from VAC agents in Mexico. She described the situation as having a “slew” of ongoing issues related to data security, third-party fraud, and coercive fee practices. “There are probably thousands more stories,” she said.

IRCC’s Response: VFS Has Met Contractual Standards

Despite the documented issues, IRCC maintains that VFS has met its overall contractual expectations. The department says it does not tolerate misconduct and applies corrective measures financial or administrative when standards are not met. IRCC added that it has implemented technical measures to disrupt appointment-reselling schemes and investigates all credible fraud tips.

VFS, for its part, says all VACs undergo regular security audits and that staff undergo thorough background checks. The company says it continues to enhance oversight measures across its global network. Both VFS and TT Visa Services contracts are set to expire in October 2027, with an option for a one-year extension. A procurement process is currently underway.

What This Means for Visa Applicants

If you are applying for a Canadian visa from abroad, here is what you should know:

• Only use official VFS Global booking systems. Do not pay third parties for appointments.
• Be cautious of anyone offering to speed up your application for a fee, this is likely fraud.
• Report irregularities to IRCC directly. The department says all credible fraud tips are investigated.
• If you feel pressured to pay premium fees for standard services, document your experience and consider contacting an immigration lawyer.
• Apply early and allow extra time for biometric appointments, especially in regions with known backlog issues.

Key Takeaway

The internal records exposed by CBC News reveal a system under strain with third-party fraud, inadequate security screening, and technical failures creating real barriers for visa applicants around the world. While IRCC insists VFS meets its contractual benchmarks, immigration lawyers and affected applicants argue that oversight must go further. As Canada’s next VAC procurement cycle approaches, fixing these systemic issues will be critical to maintaining the integrity of the immigration process.