Shared inbox chaos at Ontario RCIC firms

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 RCIC shared inboxes lose documents?

Threads mix multiple clients, forwards strip context, and 'done' often means 'read' not 'approved and filed on the correct checklist line.'

Should firms eliminate intake@ entirely?

Not necessarily — but stop treating the inbox as document management. Route supporting-document uploads to named checklist lines.

Can clients still email documents?

They will. Coordinators should typically move approved items onto checklist lines the same day, or reject and redirect the client to the guest link.

Does Hivi-X replace email?

No. It replaces email as the completeness system of record for supporting documents.

Is email a privacy risk for immigration PDFs?

Misdirected or over-broad email threads are a common safeguard failure mode under PIPEDA discussions. Prefer firm-controlled upload paths and need-to-know access — confirm with counsel.

When is shared inbox fine?

Solo RCIC who personally processes every message the same day — not a firm inbox with five users and no filing rule.

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