BLS International, the official service provider appointed by the Indian consulate for handling visa, passport, and Overseas Citizenship of India (OCI) applications in Canada, is under public scrutiny following concerns raised by clients and former employees regarding inconsistent service experiences.

BLS, which operates multiple centers across Canada, facilitates consular processing for thousands of Indian nationals and persons of Indian origin. Its Brampton location, one of the busiest, has drawn the most attention due to long lineups and customer frustrations. Several individuals have shared stories of being asked to pay additional fees for courier or documentation services they believed were optional or unnecessary.

One such client, Prashant Vashista, recounted having to pay a courier charge while applying for emergency visas for his family. Though he received the visas in person, he was still charged for delivery. Like others, he explained that urgency and emotion left little room for dispute at the time.

BLS International responded to CBC’s inquiries by emphasizing its commitment to high-quality service, noting it maintains a “longstanding reputation for transparency, compliance, and service excellence.” The company assured that any concerns brought to its attention are thoroughly investigated, and necessary steps are taken to enhance the customer experience.

According to the Consulate General of India in Toronto, BLS International was selected through a competitive bidding process, and efforts are ongoing to ensure service standards are met and continuously improved through coordination and regular internal reviews.

Some former employees at the Brampton location described being placed under pressure to identify form errors and promote additional services. They alleged that incentives were given based on the sale of premium offerings, which they felt contributed to client dissatisfaction. However, such accounts are anecdotal, and the company maintains that it trains staff according to the required protocols outlined by the Indian government.

Consumers have expressed a desire for clearer standards and increased accountability. Legal professionals such as Harpreet Hora, who shared his experience with BLS, believe that more transparency from the service provider and the consulate would help build trust among the community.

However, as BLS operates on behalf of a foreign government, oversight falls outside of Canadian federal or provincial jurisdiction. Global Affairs Canada has clarified that it does not regulate consular service providers hired by international governments, and suggests unresolved cases be addressed through local consumer protection agencies or law enforcement if necessary.

The Indian consulate reiterated its commitment to prompt and efficient service for all applicants and affirmed that improvements are being made. While there are ongoing complaints, many continue to rely on BLS for vital consular services, and both the company and Indian officials have expressed their intent to strengthen the delivery of these services across Canada.