In response to the unprecedented displacement caused by Russia’s full-scale invasion of Ukraine, and with the support of the federal government, Pro Bono Ontario launched a dedicated legal assistance initiative in June 2022 to support Ukrainians navigating the complexities of resettlement in Canada. Pro Bono Ontario (PBO) is a non-profit organization that provides free legal assistance to low-income and vulnerable individuals across Ontario through legal hotlines, clinics, and volunteer lawyer programs. Building on its existing legal hotline infrastructure, PBO created a specialized free legal advice hotline to provide accessible, timely, and culturally sensitive legal support to those affected by the war. The service remains available in Ukrainian, English, and French to individuals both inside and outside Canada, including Ukrainian nationals and their family members seeking entry, temporary protection, or permanent status.
This program was funded primarily through the Government of Canada under the Justice Partnership and Innovation Program. The support initiative was developed in collaboration with the Ukrainian Canadian Bar Association and supported by volunteer legal professionals. The hotline initially received funding to operate full-time, five days a week Monday to Friday from 12:00 to 5:00 pm EST. In March 2025, additional funding was provided to continue operations on a part-time basis three days a week, from Tuesday through Thursday. Callers were able to consult directly with lawyers on matters such as immigration pathways (including the Canada-Ukraine Authorization for Emergency Travel program), housing, employment, and broader resettlement concerns. The service also assisted with basic legal document preparation and provided referrals to additional legal and social support when needed.
Over the past four years, the hotline became an essential resource for Ukrainians in Canada, reflecting both the scale of need and the program’s effectiveness. During nearly four years of operation, the hotline fielded more than 4,000 calls from across Canada and abroad, far exceeding initial projections of serving 300 to 500 individuals per year. The call volumes demonstrated sustained demand for accessible legal guidance. The majority of callers, approximately 63%, were located in Ontario, but significant demand also came from Alberta (12%), British Columbia (8%), Quebec (5%), and Manitoba (5%). Calls were also received from Ukrainians living in the United States, with a notable increase following changes to U.S. immigration policy in early 2025, as many displaced Ukrainians began exploring options for coming to Canada.
The hotline’s primary client base consisted of working-age adults. About two-thirds of callers were between the ages of 25 and 44, reflecting the reality that the CUAET program was designed to make it easier for Ukrainian nationals to live and work in Canada. Another 16% of callers were between the ages of 45 and 54.
A detailed breakdown of inquiries reveals that immigration-related concerns overwhelmingly dominated, accounting for 76.77% of all calls. These included questions regarding entry to Canada, extensions of temporary status, work and study permits, and pathways to permanent residency. However, the scope of need was far broader than initially anticipated. Over the years, the hotline also addressed a wide range of additional legal issues, including housing, employment standards, family law, access to healthcare, child welfare, education, social assistance, taxation, human rights, consumer protection, debt, and wills and estates. This diversity underscores the complex legal challenges faced by newcomers rebuilding their lives in a new country. Many callers returned to the hotline more than once as new legal challenges emerged; someone who first called about their work permit might call again months later about a landlord dispute or a family law issue.
Callers found the hotline through a wide range of channels, including internet and social media searches (39%), social workers and frontline settlement organizations (30%), and family and friends (20%). Notably, the IRCC customer service helpline and local social support initiatives across provinces also directed callers to the hotline, alongside institutions such as the Canada Border Services Agency, Members of Parliament, and hospitals — a reflection of how broadly the service came to be recognized as a trusted resource.
The statistics, however, tell only part of the story. Here is what callers shared, in their own words:
“Ukrainians who have come to Canada due to the war have already endured enough emotional anguish and bureaucratic red tape, so having access to legal information and high-quality advice from an immigration lawyer who can provide accurate guidance tailored to their circumstances is incredibly important.”
“I contacted many different organizations that artificial intelligence helped me find. However, it seemed not to be aware of the recent changes. It was a pleasure to learn about you, and I thank you for everything.”
“Each and every time I contact the Pro Bono hotline or write by email, I know I will receive timely and knowledgeable help. The services of Pro Bono are more than highly in demand and have often been of life-changing importance. Thank you from the bottom of my heart for your help while advising me on how to apply for the extension of my work permit under CUAET.”
Behind each call was a real and often urgent situation. A few examples illustrate the type of assistance the hotline provided:
A Ukrainian student accepted to a university in Canada risked losing her admission and the opportunity to pay domestic tuition because her study permit application was still being processed. The hotline assisted by drafting letters to IRCC, resulting in expedited processing of the study permit application.
A mother called the hotline just one day before her child’s work permit was set to expire. The online renewal system had been rejecting her application due to a form error she couldn’t identify. Through a phone consultation, the error was found and corrected in time. Had she waited even one more day, her child would have been in Canada without legal status.
Another Ukrainian mother arrived in Canada with her two minor children, whose passports and Canadian visas subsequently expired. She had applied three separate times for new Canadian visas for her children, and each time the application was withdrawn or cancelled. After calling the hotline, she learned what the process actually required, and with PBO’s assistance was able to properly complete the applications and successfully obtain new visas for both children.
In another case, a Ukrainian woman was a victim of identity fraud, someone had used her information to collect $3,000 in emergency government assistance meant for her. The hotline communicated with Service Canada and bank representatives on her behalf to help her recover the funds.
Importantly, while the initiative has demonstrated significant impact, federal funding provided through the Government of Canada will not be renewed beyond March 31, 2026. However, the need has not disappeared. If anything, the uncertainty surrounding the war in Ukraine, evolving immigration policies, and the growing number of Ukrainians remaining in Canada means legal questions will continue to arise.
I have managed this hotline since its launch in 2022. I have seen firsthand what access to timely, culturally sensitive legal advice means to people who are navigating an unfamiliar system while carrying the weight of displacement and loss. Because of that, with the support of Ukrainian Canadian Bar Association I have made a personal commitment to keep the hotline running on a limited basis: every Wednesday from 12:00 to 5:00 p.m. EST at no cost to callers. We will continue to work assisting callers through a network of legal professionals and by facilitating referrals to appropriate services where possible.
The hotline number remains 1-877-873-7875 (Toll-Free).
This is not something we can sustain alone indefinitely. If you are a lawyer or paralegal willing to volunteer your time or an individual or institution who believes this service matters and wants to help keep it alive, we would welcome your support.
The war in Ukraine is not over. Neither is the work to support our community.
Olha Senyshyn
Immigration lawyer at CGS Law in Toronto who specializes in immigration and refugee law.
