employer does not provide/give needed document

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Subject: employer does not provide/give needed document
  I am a live-in caregiver planning to apply for my PR very soon, but might not be able to.

my current employers are very supportive helping me, and providing whatever document I need. On the other hand, my former employer does not seem to want to provide the document I need from her, when my request was sent to her over a month ago.

I tried to seek help regarding this, by calling the service canada hotline, but was given a CIC number to call instead. - However, both people receiving my calls were unable to help me out. - Now, I feel stuck and not know what to do.

Please, does anyone know how I might handle a situation like this?

I would appreciate any feed back. Thank you very much.

[10-04-2014,12:44]
[**.158.149.146]
may
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