What should you do if your documents have been lost or stolen?

Losing your documents while abroad is one of the most stressful situations for any immigrant or temporary resident in Canada. In Edmonton, where identification is required for literally everything—from renting an apartment and opening a bank account to picking up a package at the post office—the absence of documents can paralyze daily life. A passport or work permit is not just a piece of paper. It is proof of your right to be in the country, your identity, and your status.

However, panic is the worst advisor in such a situation. The document replacement system in Canada and interactions with the consulate are clearly regulated—and with the right approach, the entire process can be completed much faster and easier than it seems in the first few minutes after discovering the loss. The main thing is to follow a clear plan and not waste time.

The First Few Minutes: Stabilizing the Situation

The first thing you need to do after realizing your documents are missing is to calm down and not rush off anywhere. Before contacting the consulate or the police, you must take several immediate preventive steps to protect yourself from further problems.

If your wallet or bank cards are missing along with your documents, immediately block them through your bank’s mobile app. Most major Canadian banks—TD, RBC, Scotiabank, BMO, CIBC—allow you to freeze your card in seconds right from your smartphone. Do this even if there’s a chance you’ll find your documents within an hour: reissuing a card is far easier than recovering stolen money or proving that a fraudulent transaction was made without your knowledge.

After blocking your cards, retrace your route. Edmonton has a strong culture of returning lost items. Documents left on ETS (Edmonton Transit Service) buses or LRT seats often end up at the lost and found office. Contact the ETS Lost and Found office—it is located at Edmonton Tower, 2nd Floor, Edmonton Service Centre, 10111 104 Avenue NW, and is open Monday through Friday from 8:00 AM to 4:30 PM. Phone: 780-496-1622; it is recommended to call after 12:00 PM on the next business day following the loss. If you were at a shopping center—such as West Edmonton Mall, Kingsway, or another—contact the Security or Guest Services desk.

Thieves often take only cash and discard documents in the nearest trash can or mailbox. Therefore, before officially reporting the theft, check the immediate vicinity of the incident.

Report to the Edmonton Police Service (EPS)

A police report is the foundation of the entire subsequent document recovery process. Without an official police report, it will be much more difficult to communicate with the consulate, Canadian immigration services, and provincial registration authorities. This document is your primary proof that you did not simply lose your passport due to negligence, but that it was indeed lost or stolen.

Important detail: You do not have to go to the police station in person. The Edmonton Police Service (EPS) allows you to file a property loss report online—provided the amount of loss does not exceed $5,000 and there are no suspects. The process takes about 15 minutes and consists of six steps. After filing the report online, you will receive an official case number (File Number / Case Number)—this number is essential for any future inquiries.

If your case does not meet the criteria for online reporting—for example, if the theft involved violence or there is a suspect—call the non-emergency line at 780-423-4567 or #377 from a cell phone. For emergencies, call 911. The EPS main office is located at 9620 — 103A Avenue.

When filing a report, provide as many details as possible: exactly which documents are missing (names, numbers, if you remember), where and when it happened, and under what circumstances. If there were visas and stamps in the passport — list them. Your goal at this stage is to obtain a Case Number and, if possible, a copy of the report. You will need this number for all subsequent steps.

Protection Against Identity Theft

A lost passport or driver’s license isn’t just an inconvenience. It’s a potential tool in the hands of fraudsters for identity theft. In Canada, about 27,000 people officially report themselves as victims of identity theft every year—and that’s just the tip of the iceberg, since most cases go unreported.

Check your credit report. Contact Canada’s two major credit bureaus—Equifax and TransUnion—and request copies of your credit reports. It’s free. Carefully check for any new accounts, loans, or inquiries that you didn’t initiate. If you live in Quebec, the law requires the bureaus to offer a free “credit freeze,” which completely blocks access to your data for new lenders. In Alberta and other provinces, this service is not officially mandated by law, but Equifax and TransUnion provide paid or free monitoring tools.

Notify Service Canada about a possible compromise of your Social Insurance Number (SIN). Even if you don’t plan to change your SIN, Service Canada can make a note of it in your file. This is important if someone tries to use your SIN to open accounts or claim government benefits.

If you have reason to believe that your information is already being used by fraudsters, don’t delay—contact the Canadian Anti-Fraud Centre at 1-888-495-8501.

Renewal of a Ukrainian Passport

This is the most common scenario for Ukrainians in Edmonton—the loss or theft of a passport. The renewal process is handled through the Consulate General of Ukraine in Edmonton.

Consulate Contact Information

The Consulate General of Ukraine in Alberta is located at: Unit 327, 9707 110 St NW, Edmonton, AB, T5K 2L9. Phone: +1 (780) 425-3217. Email: [email protected]. Hours: Monday–Friday, 9:00 AM–5:00 PM. It is recommended to make an appointment in advance or check the current schedule by phone before visiting, as the consulate may operate by appointment only.

What You Need to Obtain a New Passport

First and foremost—the official police report with the case number obtained in Step 1. Without it, the consulate will not be able to begin the process of issuing a new document. In addition, you will need: two passport-sized photos, any documents that can confirm your identity (a copy of your old passport, if available; a driver’s license; a permanent resident card; any other ID). If your passport was valid, the consulate can issue a temporary document or a new foreign passport. If you need to return to Ukraine urgently and your passport is not yet ready, the consulate can issue a return travel document—a temporary document that is generally valid for up to 30 days.

Renewing a Canadian Passport (for Canadian Citizens)

If you are a Canadian citizen and have lost your Canadian passport, the replacement procedure is regulated by the federal government. To replace a lost or stolen passport that is still valid, you must complete the Lost/Stolen Passport Declaration — Form PPTC 203 — and include it with the standard set of documents required for a new application. In addition to the standard fee, an additional charge of $45 applies for replacing a lost or stolen passport.

You can submit your application in person at the Service Canada Centre in Edmonton — address: Canada Place Building, 9700 Jasper Avenue, Suite 126, Edmonton, Alberta, T5J4C3. The office is open Monday through Friday from 8:30 AM to 4:00 PM. If you need a passport urgently, the Service Canada website offers the option to submit an online renewal application for certain categories of applicants, provided your departure is scheduled no earlier than 20 business days from now.

Replacement of immigration documents (Work Permit, Study Permit, PR Card)

Work Permit and Study Permit

If your Work Permit or Study Permit has been stolen or lost, you must contact Immigration, Refugees and Citizenship Canada (IRCC) and submit an application for a replacement using Form IMM 5009 (Verification of Status or Replacement of an Immigration Document). The application must be submitted by mail to the IRCC Operations Support Centre; online submission is not available for this type of document. You must include a police report with a case number, a photocopy of any available photo ID, and pay a fee of $30 (for a Study Permit). Submitting the application without a police report significantly complicates the process.

Permanent Resident Card (PR Card)

Losing your PR Card is a serious situation, especially if you plan to travel outside of Canada. Without a valid PR Card, you will not be able to return to Canada via commercial transportation (plane, bus, train, or ship). It is important to remember that the expiration or loss of the card does not mean you lose your permanent resident status—only the document itself becomes invalid.

To replace your PR Card, you must:

• Contact IRCC at 1-888-242-2100 to have the card deactivated and prevent potential misuse.
• Submit an application using the Application for a Permanent Resident Card (IMM 5444), filling out Section G regarding loss or theft.
• Pay the $50 CAD fee online.
• If you have a police report, IRCC recommends attaching a copy to your application.

If you are outside Canada at the time your PR Card is lost, you will need a Permanent Resident Travel Document (PRTD) to return. To obtain it, you must contact the nearest Canadian visa office, prepare the documents according to the IMM 5644 checklist, and pay $50.

Replacing Alberta Provincial Documents

Driver’s License and Alberta ID Card

To replace a lost or stolen Alberta driver’s license, you must visit any Registry Agent in Edmonton. You must bring at least two valid forms of identification. Acceptable documents include a passport, birth certificate, citizenship or permanent resident card, Canadian Armed Forces ID, and work, study, or visitor permits. If the documents were stolen, the police report and Case Number must also be entered into the Alberta Registries database.

At the registration office, you will be issued a temporary driver’s license (Interim License), valid for 30 days, and the permanent card will be mailed to you within 7–21 business days. The replacement fee is approximately $28. If you are temporarily outside the province or bedridden due to illness, you can use the Remote Driver’s Licence / ID Card Application and submit your application by email.

Health Insurance Card (Alberta Health Card, AHCIP)

Replacing your health insurance card is free. To get a new card, you can:

• Call 780-427-1432 (press 3)—if you know your health card number, the automated system will process the replacement.
• Fill out the AHCIP Notice of Change – UPDATE form and bring it to any authorized registration agent.
• Mail the completed form to the Alberta Health Care Insurance Plan (AHCIP), PO Box 1360 Station Main, Edmonton, AB T5J 2N3.

If you suspect that fraudsters have already used your card, request a Statement of Benefits Paid—a statement of all medical services provided using your card. If you find any items you don’t recognize, contact AHCIP to report the fraud.

Social Insurance Number (SIN)

The SIN is a nine-digit number that serves as the primary identifier for employment, taxation, and social programs in Canada. Service Canada has long since stopped issuing plastic SIN cards—instead, a paper confirmation letter is provided.

If you know your SIN — no action is required. You can find the number on your income tax return, T4, and other CRA tax documents, or view it in your My Service Canada Account (MSCA). If you don’t remember the number — contact Service Canada in person or online to request a confirmation letter. A new SIN number is issued only in exceptional cases—if there is evidence that your number is being used for fraud or identity theft.

When contacting Service Canada, bring as many documents as possible: birth certificate, passport, driver’s license, tax documents. The nearest Edmonton Service Canada Centre is located at: Canada Place Building, 9700 Jasper Avenue, Suite 126.

Where and how to replace each document

Additional tips: how to speed up the process

If you have any digital or paper copies of your documents, this will significantly speed up the renewal process. Upload them to a secure cloud storage service (Google Drive, iCloud) or securely save an email with scanned copies of your documents. While copies of your passport do not replace the original, they facilitate identification and speed up the processing of applications at the consulate and IRCC.

While waiting for new documents, make do with the alternative forms of ID you have on hand. Even a temporary driver’s license allows you to prove your identity in most everyday situations. A PR Card or work permit can be used as ID even if you only have copies at certain institutions—check with the specific location.

If you urgently need to obtain documents—for example, due to a scheduled flight—mention this when submitting your application and provide evidence of urgency (tickets, a letter from your employer, medical documents). IRCC has expedited processing procedures for such cases. For passports, Service Canada also offers expedited processing for an additional fee.

After Renewal: Prevention for the Future

After going through the document renewal process, most people conclude that the best solution is to prepare in advance. Store scanned copies of all important documents in a secure digital vault and keep paper copies in a safe place at home (or with a trusted person). Never carry all your documents at once—leave some at home. In everyday life in Edmonton, you usually don’t need your passport: for most transactions, an Alberta driver’s license or Alberta ID Card is sufficient.

Regularly check your credit report through Equifax and TransUnion—this allows you to detect any unauthorized activity in your name in a timely manner. Write down your most important document numbers (SIN, health card number, PR Card number) in a secure place—for example, in a password manager. This will greatly simplify the recovery process if your documents go missing again.