manual > phone procedure

Phone Procedure

A. Appointments

  • Booking:

    • Greetings

    • Confirm the reason for the fingerprinting service to make sure that we can provide the required servic

      • See OUR SERVICES section

    • Book an appointment

  1. Go to our website (www.f1fingerprint.ca)

  2. Click BOOK APPOINTMENT

  3. Select customer’s preferred location, time slot and type of fingerprinting service.

  4. Fill in customer's name and phone number (make sure the phone number is correct).

  5. Check for the number of people who needs the fingerprints to book properly.

  6. Confirm the booked appointment: date, time, location.

  7. Inform the required documents: 2 government-issued IDs, possibly request letters or consent forms (depending on the reason) and provide instructions to easily locate the office (2nd floor, main entrance, etc.)

***For the list of RCMP accepted government IDs, please check on the company’s website (https://www.f1fingerprint.ca/identification-requirement).

  • Cancel:

    • Delete an appointment directly from Google Calendar

      • Log into main calendar using account calendar@f1fingerprint.ca

      • Click the corresponding appointment slot to delete by confirming the date, time, name or phone number.

  • Reschedule:

    • Edit an appointment directly from Google Calendar

      • On calendar, click a corresponding appointment slot to edit.

      • Check schedule to make sure that the new date time is still available.

      • Change to new appointment’s date time then save it.

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  • Alternatively, we can book a new appointment and delete the old one.

*** Please note, Calgary is 2 hours behind Ontario. Make sure to book or reschedule appointment on Calendar properly.

B.   Frequently asked questions

  1. Are we RCMP? 

    • We are not RCMP, we are RCMP-Accredited Fingerprinting Agency. We have the right to take and submit customers’ fingerprints to the RCMP. 

    • If customers insist on the proof of the Accreditation Letter, tell them to go to our website so they will find it over there.

  2.  Why have I not received my PCC after having my fingerprints taken?

    • We need to check the reason for your fingerprints (you will not receive anything from the RCMP if you did the FBI, C-216C, ink fingerprints for foreign police checks or if the result is sent to the third party).

    • Check if it is over 3 weeks (2 months for Pardon) since the date that your fingerprints were taken 

      • If so, contact the RCMP based on the instructions on your receipt (You should use an email which contains both your first and last name).

      • Otherwise, wait up to 3 weeks (or 2 months) to see if you would receive it.

  3. I need INK fingerprints; can you do that?

    • We do provide both INK and DIGITAL fingerprints, depending on customers’ demand.

   4. Customers still have a hard copy of their fingerprint card/police certificate with them, can they reuse it or they have to get a new one? 

  • They can only reuse the fingerprint card and/or police certificate if they are still valid AND being used for the same reason which is specified on the fingerprint card/police certificate. 

***Please ask customers to contact the department requesting their fingerprints/police certificate for more information.

   5. How do customers know if their fingerprints are accepted by the RCMP?

  • If they do not receive any notification (phone call) from us within 72 business hours, their fingerprints are accepted by the RCMP.

   6. How if the customers are late for their appointment?

  • If it is more than 5 minutes late, let them know that they have to wait until we have time to serve them and if we are fully booked for the day, they may end up waiting and not being served on that day. Otherwise, they can reschedule their appointment to a later time.

   7. What payment methods do you accept?

  • For domestic clients: We accept debit, credit, e-transfer and cash.

  • For oversea clients: we will send an invoice through our accounting system which includes an online payment service to make payment through credit card.

   8. How to get to your office?

  •  Customers can refer to pictures, videos and instructions of a specific location on our website for directions

  • Brampton: Near the intersection of Bovaird Dr West and Chinguacousy Rd (at 965 Bovaird Drive West - Unit 201) 

  1. Make sure that the customer is already at the plaza by following Google Maps directions. 

  2. Once they get there, tell them to look around for the ‘Foot Clinic’. 

  3. On the right side of the ‘Foot Clinic’, they will see ‘Cash 929’. 

  4. Access the door over there and go upstairs. 

***NOTE: It is not the ‘Foot Clinic’, it is on the right side of the ‘Foot Clinic’ and on the second floor of the ‘Cash 929’.

  • Kitchener: Near the intersection of Victoria St North and River Rd (at 871 Victoria Street North - Unit 210). 

  1. Make sure that the customer is already at the plaza by following Google Maps directions. 

  2. Once they get there, tell them to enter the main entrance (in the middle) of the plaza. 

  3. Go upstairs (all the way) then look for unit 210 on the right. 

***NOTE: It is not the ‘WW Immigration’ on the ground floor, it is Frontier One on the second floor.

  • Vaughan: Near the intersection of Steeles Ave and Dufferin St (at 1750 Steeles Avenue West - Unit 200)

  1. Make sure that the customer is already at the plaza by following Google Maps directions. 

  2. Once they get there, tell them to enter the main entrance (in the middle) of the plaza.

  3. Go upstairs to the second floor then look for unit 200 on the right. 

***NOTE: If the customers say that the main entrance is locked, let the technician know so he/she can open the door for them.

  • Mississauga: Near the intersection of Hurontario St and Matheson Blvd (at 100 Matheson Boulevard East - Unit 204)

  1. Make sure that the customer is already at the plaza by following Google Maps directions. 

  2. There are 2 buildings there (100 and 120 Matheson buildings) -> Make sure that the customer is at the right building (100 Matheson building). 

  3. Ask the customer to enter unit 204 and go upstairs. 

***NOTE:

  • It is not ‘Century 21’. If the customer says the door is locked -> Ask if they see ‘Century 21’. If so, they are at the wrong building (120) -> Ask them to go to the other building (100).

  • If they say they are at ‘100 Matheson building’ but cannot find unit 204 -> Ask them to go around to other sides of the building. It is next to unit 104.

  • Markham: Near the intersection of Kennedy Rd and South Unionville Ave (at 32 South Unionville Avenue - Unit 2051)

  1. Make sure that the customer is already at the plaza by following Google Maps directions. 

  2. Once they get there, tell them to enter one of the main entrances (E2 or E3 entrances) of the plaza. 

  3. Go upstairs to the second floor then look for unit 2051. 

***NOTE: The units there are in an ascending but not continuous order.

  • St. Catharines (Niagara Falls): Near the intersection of Scott St and Vine St (at 350 Scott Street - Unit 205)

  1. Make sure that the customer is already at the plaza by following Google Maps directions. 

  2. Once they get there, tell them to enter the main entrance (on the left side - next to the auto shop) of the plaza.

  3. Go upstairs to the second floor then look for unit 205.

  • Calgary: On the second floor of the Savanna Office building (6200), which is right beside the Northeast Registries - Taradale

  1. Make sure that the customer is already at the Savanna Bazaar Plaza. 

  2. Once they get there, ask them to locate the building as mentioned above 

  3. Go upstairs to the second floor then look for unit 6230.

   9. How long is a Police Certificate valid? 

a.  Police Certificate: 3-12 months depending on the country/organization which requests the Police Certificate (For example: IRCC accepts PCC issued within 6 months (for PR) and 1 year (for Citizenship), while Korean Embassy only accepts the PCC issued within 3 months and the US Consulate accepts the PCC issued within a year). 

b.  Hard copy of fingerprint card: depending on the requirements of the requesting country or organization.

   10. How to obtain RCMP Police Certificate from outside Canada?

Tell customers to email their inquiries to our International Departmentatinternational@f1fingerprint.ca for details and instructions.

C.  Things that we should not mention over the phone

  • Instructions regarding the process of the applicant’s applications (such as PR, Citizenship, Pardon, etc. applications). We are only the fingerprinting agency, not the RCMP, IRCC or any other organization. 

  • Information that we are not 100% sure of. 

  • Any information which is not related to company’s scope or staff’s duties. 

  • The exact time that the applicants are going to receive their result (just approximation). It totally depends on the RCMP and Frontier One does not have any control over their process.

  • The exact fee of a service if we do not know exactly the reason for customers’ fingerprints (need to check in person based on customer’s documents).