Our recommendation is that they call our 1-800 number, which is 24-7, and/or contact our email mailbox, which gets you into direct contact with consular staff here in Ottawa. Due to the high volume of calls, the staff will be receiving and providing advice to everyone who calls. They are working with the local consular officers on the ground where direct intervention is required with local authorities for a particular context.
We use our capacity here in the call centre to really supplement the local resources overseas and to cover during hours when those missions are closed and so on, but we are in contact with them 24 hours a day.