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I mean Ottawa office is very very slow in replying email. some one email Miss.. they got reply quickly. not heard anything like this from Ottawa. You can try to email cpc, and at the mean time take the actions.""第一次来email要的是我父母双方的无犯罪原件"" you mean back in july/aug, 2014?
From the email you received this time, we do need to provide the original from the police and then attach a translation.
But I agree that it is very confusing why only ask to provide the doc. for your mother.
I guess call center wont be helpful.
If email cpc.. maybe useful, but Ottawa office is very very close compare to Miss. It maybe faster to
Get a new one from 公安局
Do a certified copy here in Canada (same day service) maybe around 40-50 dollars.
Faster than do 公证件.
Some certified translators may accept scanned copy.. ( you need to ask).
This way is much faster.