When clients say they sent it (Ontario RCICs)

Answers are general operational information only — not legal, tax, regulatory, clinical, privacy, immigration, or professional advice. Requirements vary by matter, client, and regulator.

Frequently asked questions

Why do clients insist they already sent a document?

They often sent something to the wrong thread, uploaded the wrong file to a generic slot, or sent a draft that failed QC. Without item-level status, both sides guess.

Should I search my inbox when a client says they sent it?

Use inbox search for context, but treat the checklist as source of truth. If the line is not approved, the file is not complete — regardless of email claims.

What reject note stops the loop fastest?

Name the line, the defect, and the fix: 'Police certificate — rejected: missing certified translation for non-English pages. Re-upload to this line only.'

Does Hivi-X prove the client uploaded?

Yes — each line shows who uploaded and when. That ends 'I sent it Tuesday' debates without scrolling 40 messages.

Can a spouse re-upload without opening a new email thread?

Guest link gives overseas family one URL per grant. They see the same reject reason on the same line.

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