ICCRC is the regulatory body for Immigration Consultants in Canada, and is tasked with providing a complaints process that resolves issues for their stakeholders. The complaints process is high stakes, complex, and sometimes lengthy—not always the best experience for complainants. ICCRC recognized the opportunity to reduce time to resolution of complaints, more effectively triage complaints, and ultimately increase public protection and confidence.
The ICCRC team had been working—across the organization—to shift their mindset and processes towards an outcome-focused approach. The Council was also undergoing some changes, with greater leeway to evolve and set precedents. The timing of this work therefore created a unique opportunity substantially to redefine the process.