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Crisis in Israel, the West Bank and the Gaza Strip: Contact us

How to contact us if you’re affected by the crisis in Israel, the West Bank and the Gaza Strip.

On this page

Contact us about general questions and information

Crisis web form

Contact us using our crisis web form.

  • Select the option “I need help with something else and I am impacted by the crisis in Israel and the Palestinian Territories.”
Phone

Call us at +1-613-321-4243

  • This phone number is available both inside and outside Canada
  • We accept charges for collect calls or calls with reverse charges.
  • Wait times may be longer due to call volumes.
  • Use the phone prompts to get to an agent.

Hours of operation:

  • Monday to Friday, 6:30 a.m. to 7 p.m. (ET)
  • Saturday and Sunday, closed

How to update the contact information on your application

If you have an application that’s still in progress for the temporary measures, contact us by using the crisis web form or by phone if you change your address or contact information.

Crisis web form
  1. Contact us using our crisis web form.
  2. When asked “What do you need to do?” select the option “I need help with something else and I am impacted by the crisis in Israel and the Palestinian Territories.”
  3. Fill out the form using the same information you gave us when you applied.
  4. In the “Tell us about your situation” text box, give us your new address or contact information.
Phone

Call us at +1-613-321-4243

  • This phone number is available both inside and outside Canada.
  • We accept charges for collect calls or calls with reverse charges.
  • Wait times may be longer due to call volumes.
  • Use the phone prompts to get to an agent.
  • If updating your contact information, give the agent your application information and tell the agent that you need to update your address or contact information.

Hours of operation:

  • Monday to Friday, 6:30 a.m. to 7 p.m. (ET)
  • Saturday and Sunday, closed

You have a valid temporary resident visa (TRV) or super visa and you need help leaving Gaza

Follow the steps below to notify us if you’re in Gaza with a valid TRV or super visa, and you want to travel to Canada but need help leaving Gaza.

How to contact us

  1. Use our crisis web form.
  2. Select the option “I need help with something else and I am impacted by the crisis in Israel and the Palestinian Territories.”
  3. Complete all the required fields in the web form.
  4. For us to find your file, you must also include your unique client identifier (UCI) number.
  5. In the “Tell us about your situation” text box, tell us
    • your TRV document number
    • your phone number
    • if your travel document or identity documents have been damaged or lost during the crisis
  6. Create and upload a notice of consent to disclose personal information document in the section “Upload file(s) that support your situation.” A document must be prepared for each applicant who is 18 years of age or older.
    1. If you’re completing your web form yourself
      • copy the consent text below and paste it into a new document
      • fill in the information in square brackets
      • don’t make changes to the text except for in the square brackets
      • upload the document as an attachment to support your crisis web form
      Consent text to copy and paste into a new document if you’re completing your web form yourself

      I, [insert name of applicant and date of birth],

      give my consent to the disclosure of my full name, date of birth, sex (as per ID), passport or national ID details, mobile phone number and current location by district at the time I made my application to other Canadian federal departments, the governments of Israel and Egypt, as well as any service providers assisting the Government of Canada. I also consent on behalf of any of my family members who are minors. I understand that my adult family members will be providing their own consent.

      [Insert names of children, relationship and date of birth]

      I understand that the governments of Israel and Egypt, and service providers require my personal information and the personal information of my family members to make the necessary transit arrangements.

      I understand that the Government of Canada is not providing any assurances as to how my personal information will be protected, used or further disclosed once it is shared with the governments of Israel and Egypt, as well as service providers. I understand that my information may be shared on a list in a public forum.

      I understand that the Government of Canada accepts no responsibility or liability for any further use of my information by the governments of Israel and Egypt, as well as service providers, or disclosure of my information by these organizations to other parties, including other governments or government entities.

      I understand that the Government of Canada is not responsible for any losses or injuries I or my family members may suffer in the course of this transit.

      I understand that disclosing my personal information will not guarantee that I will be permitted to leave Gaza.

      I confirm my consent and the consent of my family members who are minors to the above representation and disclosure by the Government of Canada. I declare that I have read and understood all the statements on this form, and have asked and obtained an explanation for every point that was not clear to me.

    2. If you can’t complete the crisis web form, and consent to having an authorized representative, family member or friend submit a web form for you
      • copy the consent text below and paste it into a text message or email
      • fill in the information in square brackets
      • don’t make changes to the text except for the square brackets
      • send the completed message to your representative (someone submitting the web form on your behalf such as a paid representative, family member or friend)
      • a separate text message or email must be sent for each applicant who is 18 years of age or older
      • the representative will upload the text message or email as a file to support the crisis web form
      Consent text to copy and paste into a text message or email if someone else is completing the web form for you

      I, [insert name of applicant and date of birth], authorize [insert name of representative], who is my [indicate paid representative/family/friend/] to serve as my representative and to submit this statement on my behalf to Immigration, Refugees and Citizenship Canada.

      I give my consent to the disclosure of my full name, date of birth, sex (as per ID), passport or national ID details, mobile phone number and current location by district at the time I made my application to other Canadian federal departments, the governments of Israel and Egypt, as well as any service providers assisting the Government of Canada. I also consent on behalf of any of my family members who are minors. I understand that my adult family members will be providing their own consent.

      [insert names of children, relationship and date of birth]

      I understand that the governments of Israel and Egypt, and service providers require my personal information and the personal information of my family members to make the necessary transit arrangements.

      I understand that the Government of Canada is not providing any assurances as to how my personal information will be protected, used or further disclosed once it is shared with the governments of Israel and Egypt, as well as service providers. I understand that my information may be shared on a list in a public forum.

      I understand that the Government of Canada accepts no responsibility or liability for any further use of my information by the governments of Israel and Egypt, as well as service providers, or disclosure of my information by these organizations to other parties, including other governments or government entities.

      I understand that the Government of Canada is not responsible for any losses or injuries I or my family members may suffer in the course of this transit.

      I understand that disclosing my personal information will not guarantee that I will be permitted to leave Gaza.

      I confirm my consent and the consent of my family members who are minors to the above representation and disclosure by the Government of Canada. I declare that I have read and understood all the statements on this form, and have asked and obtained an explanation for every point that was not clear to me.

After we get your web form submission

We’ll validate your information to confirm whether you hold a valid TRV or super visa. If the status of your TRV or super visa is valid, we’ll

If you don’t hold a valid TRV or super visa, you’ll get an email to let you know.

The Government of Canada

  • doesn’t decide who can leave Gaza
  • can’t guarantee that you’ll be authorized to cross the Rafah border

You left Gaza and you’re now in Egypt and need help to finalize a TRV application

The Embassy of Canada in Cairo can help you once you cross the border into Egypt if you have one of the following applications in progress:

The decision to cross the border is ultimately yours. It is your responsibility to assess the risks before crossing the border.

Make an appointment with the Embassy of Canada in Cairo to finalize your application and submit your biometrics.

How to contact us

You can contact us before you get to the Embassy of Canada in Cairo so that we can validate your information and send it to the embassy to update them on your location.

  1. Use our crisis web form.
  2. Select the option “I need help with something else and I am impacted by the crisis in Israel and the Palestinian Territories.”
  3. Complete all the required fields in the web form.
  4. For us to find your file, you must also include your
    • unique client identifier (UCI) number
    • application number
  5. In the “Tell us about your situation” text box, tell us
    • your phone number
    • your current location
    • if your travel document or identity document have been damaged or lost

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