The CEIU National Vice-President for IRCC, Shauna-Lee Dupuis, National Executive Vice-President, Helen King, and National President Rubina Boucher, are pleased to provide an update regarding the classification review of IRCC Contact Centre Agents:

We were informed in a meeting with management that, following a re-examination of job descriptions, the IRCC Classification Committee has granted Approval in Principle to reclassify the Contact Centre Agent position from the CR-05 to the PM-01 group and level.

This proposed reclassification is expected to benefit over 600 members of CEIU. The effective date of implementation has not yet been determined and will be communicated to employees once confirmed.

Initial feedback from members has been positive, reflecting the anticipated improvements in compensation and expanded career development opportunities associated with this change.

According to management, this development aligns with IRCC’s evolving service delivery model. With the increased use of automation, artificial intelligence, and enhanced self-service tools to address routine inquiries, Contact Centre Agents will increasingly focus on complex cases requiring specialized knowledge and intervention. In line with our PA Collective Agreement Article 24 – Technological Changes, we will continue to monitor developments and share further information as it becomes available.