Toronto (Rajeev Sharma): BLS International, the only agency authorized by the Indian consulate to handle visa, passport, and Overseas Citizenship of India (OCI) services in Canada, is under fire for alleged unethical practices, overcharging, and customer mistreatment.
For many, like Prashant Vashista, BLS represents more than bureaucracy — it’s a painful memory. Two years ago, following his mother’s death, Vashista rushed to BLS’s Brampton centre seeking emergency visas for himself and his family. Despite collecting the documents in person, he says he was forced to pay $135 in courier charges — a service he never requested.
“I was in dire need. So I had to pay,” he told CBC Toronto. And his wasn’t an isolated case.
Several clients have come forward with stories of pressure tactics, hidden fees, and exploitative service practices that many feel left them powerless — especially when urgent travel or legal deadlines were involved. From added courier fees to unnecessary “premium lounge” charges, customers say their experiences ranged from frustrating to predatory.
Allegations from Both Sides of the Counter
While public complaints on social media platforms, petitions, and an “F” rating by the Better Business Bureau paint a grim picture, the problem appears systemic. Former BLS employees — all of whom worked in the Brampton branch in the past five years — revealed to CBC Toronto a workplace culture that emphasized aggressive upselling.
“You need to find a reason where you can take out money from a client,” one ex-employee said, noting internal contests to push more services, with rewards like gift baskets for the top performers. Seemingly trivial application errors — a missing comma, abbreviations like “Ave.” — were used to justify added charges or services.
“It didn’t feel right lying to people who were already in distress,” another employee admitted. They recalled how even after quitting, they were forced to pay unnecessary fees when returning as a customer, despite knowing the internal operations.
A Widening Net of Complaints
One Toronto-based client, who asked to remain anonymous, recounted how he was insulted, intimidated, and coerced into paying fees for additional documentation — some of which weren’t listed on the BLS website. He says staff even threatened to blacklist him when he demanded an itemized receipt.
Kenora-based lawyer Harpreet Hora echoed these experiences, saying he was repeatedly charged for courier services he never opted for. Although he later received refunds, Hora described the process as “harassment” and said it reflects a broader failure of accountability.
“This feels like legalized plunder,” he said. “Most people don’t have the time or energy to chase a refund.”
Oakville resident Shivam Nehra also said he had to pay a ₹100 premium fee just to avoid long queues, especially as he faced deadlines for his permanent residency application.
BLS Denies Wrongdoing
Despite the growing outrage, BLS maintains it upholds the highest standards. In response to CBC’s inquiry, BLS communications manager Pooja Arora defended the company’s record, saying, “We remain fully aligned with the standards and expectations of the governments and authorities we work alongside. Where concerns are raised, we investigate thoroughly and take appropriate steps.”
Limited Oversight, Limited Recourse
As a private entity working under a foreign mission in Canada, BLS operates in a grey area beyond direct oversight by Canadian federal or provincial authorities. Global Affairs Canada, while it authorizes consular posts, says it holds no jurisdiction over third-party contractors like BLS. It advises disgruntled customers to seek redress through local consumer protection offices or the police in cases of criminal wrongdoing.
Consumer Protection Ontario confirmed receiving just one complaint about BLS in three years but declined to disclose the outcome.
The Indian consulate, the only authority that can take disciplinary action, stated it is working with BLS to improve service delivery through “internal reviews and process improvements.”
Transparency Still in Question
But former client Harpreet Hora remains skeptical. After filing multiple right-to-information (RTI) requests with the Indian government, he says he was shocked to learn that the consulate claimed to have “no data” on complaints against BLS.
“I feel cheated by the Indian consulate,” Hora said. “If I’m making formal complaints and you’re not tracking them, how can you claim to be making improvements?”
As grievances mount and the company continues to operate unchallenged, many Canadians of Indian origin are left asking: Who is holding BLS accountable?
