When Prashant Vashista recalls BLS International, the only company authorized by the Indian consulate in Canada for visa and passport services, he is reminded of a distressing event from two years ago involving his mother’s passing.
Overwhelmed with grief, he rushed to BLS’s Brampton office, which was an hour away, to urgently arrange visas to visit his family in India.
Despite personally collecting the visas, Vashista was compelled by employees to pay a $45 courier fee for himself, his wife, and daughter, totaling $135.
“I had no choice but to pay as I was in urgent need,” he shared with CBC Toronto.
This was not an isolated incident for Vashista, as he and others have reported instances of being coerced into paying for unnecessary services at BLS, impacting their travel plans and legal status in Canada.
Former employees from a BLS branch supported these claims, indicating a culture of overcharging clients and exploiting minor errors in documents to sell additional services or expedite application processing.
One former supervisor admitted to knowingly overcharging clients and acknowledged the unethical practices.
BLS Emphasizes ‘Service Excellence’
BLS operates multiple locations nationwide, offering services such as passport renewals, criminal record checks, and Overseas Citizenship of India (OCI) cards, which serve as lifelong visas.
Numerous public posts on platforms like Facebook and Reddit, along with online petitions, highlight grievances from frustrated BLS clients, with one petition amassing over 7,000 signatures. Additionally, the Better Business Bureau has assigned BLS an “F” rating.
In response to inquiries regarding customer complaints, BLS asserted its commitment to transparency, compliance, and service excellence, aligning with the standards set by governing bodies.
BLS communications manager Pooja Arora emphasized their ongoing commitment to addressing concerns raised and enhancing operational standards.
The Consulate General of India in Toronto affirmed its dedication to providing prompt and efficient service, underscoring the selection of BLS through a competitive bidding process.
Client Recounts ‘Legalized Exploitation’
A client visiting the Mississauga branch in April encountered obstacles during their OCI application process, citing additional document requests not listed on the BLS website and scrutiny over minor discrepancies in documents and photos.
To protect his identity due to potential repercussions from BLS, the client lodged a complaint, detailing coercive tactics, disparaging remarks, and threats experienced during his interaction with the staff.
Another individual, lawyer Harpreet Hora from Kenora, Ontario, shared similar encounters at two different BLS locations in Toronto, where he was pressured into availing unnecessary services like courier options.
Although he later obtained refunds following complaints to both BLS and the consulate, Hora described the experiences as distressing and akin to harassment.
Describing the situation as a form of legalized exploitation, Hora emphasized the challenges faced by individuals in reclaiming unjust charges.
Another client, Shivam Nehra of Oakville,