Immigration and Checkpoints Authority Reviews

Self collection for passport at iCollect is fast and easy.

Service officer was very understanding and friendly. However, I waited longer that was acceptable despite having made an appointment a symptom of a increasingly sluggish bureaucracy.

No contingency action
Waited for 2 hours and they announced 30mins later that they are experiencing slowness in system. ICA dont you have contingency plan? The World stops when your system is down.

I would really like to question the average rating of ICA building on Google because I think most of the foreigners who have been to ICA building will agree with me.

I ve been there several times and I have experienced another level of impoliteness from the officers working there , and I have seen several situations where ICA officers mocking and complaining about foreigners who were there.

I personally think that ICA is the face of Singapore.
I agree that it won t be easy for the workers to be friendly all the time, but at least they have to TRY.

Or maybe their impolite attitudes are only for foreigners in ICA builiding..

System sucks. Priority Q should be given to baby to collect passport! Appointment made + come earlier also need to wait for more then 1 hour!

Came down to ICA to collect my renewed passport and I was in and out in SIX MINS. if that's not efficiency I don't know what is!

We reached 5 mins before our appointment on a busy Sat morning. Officer was friendly and we collected our passports about 25 mins after arrival. Definitely need to make appointment for hassle-free.

You will be served very promptly if you make an appointment and show up on time. Otherwise, be prepared to wait for 2-3 hours.

Their car park will be closed permanently for development works from 1 Jan 2020.

Process is fast. Appointment is on time sched. Not too long queue. Happy to have this kind of service

"Immigration Bureau": Waiting, lining up... No way, so many people have to deal with passports and resident certificates every day!
Extended residence, new citizens. ...too busy! Be considerate of each other!
Also good, this location is too convenient, the subway is direct!
Also, this area is a gourmet paradise; the rear of the Gully River has become beautiful, and the beauty is like a riverside garden!

Registered at 0825 to collect my passport. Told the counter staff that I was also collecting my IC. She was so nice to transfer my queue number from passport collection to IC collection. Collection of both documents was done by 0915. It is always good to come before 0900 if possible.

horrible service. The officers are so inefficient and their attitude needs serious improvements too.

Really disappointed with ICA officer at the checkpoint. Working without passion, slow motion working.
Today I have queue for 1 and half hour for passport clearance. This made me late to work!
Really wish ICA can improve their officer! This is not the first time complaint!

Besides Lavender MRT station, very convenient. Make sure to book an e-appointment with all the necessary documents ready.

We had a long wait for our card. We hardly could find a seat. Service is slow. 1 HOUR! We went down to the cafe for a meal. Food prices are VERY expensive. $5 for a plate of nasi lemak. Food is ok. After, we went back. They rejected the photographs we taken and made us go down to the first storey to take our photograph. There was a long snaky queue forming. $6 for a photo!!!! And they cant even take as well as us!!! One of my worst experience in Singapore.

This building is always clean and tidy except it will be full of people in the morning. The best time to go is in the afternoon. Now there are no photo kiosk to snap your photo for making of IC, passports etc. You have to walk to Blk 468 and get it done. It s $7 for 4 pieces. What shocked me is that they will charged you a fee of $100 instead of $80. Upon asking, the reason is that $80 was when they were under contract with ICA but now no. Better do it yourself only $70 online.

The staff - Sharifah is really nice and really helpful !

Friendly Officers and Very good and polite Response.

Efficient processes for renewal of passport. Choices for application/submission, choices for collection. Efficient servicing when you get there to collect (IF you decide not to collect at your local post office). The automated collection is very efficient (if you get to choose that mode). Oh, and make and keep your appointments for collection!

what the... have to wait 2-3 hours just to collect my ic even though i came right after they opened, whats the point of opening at 8am? slow and attitude officers

I made an appointment online to collect my new passport on a Saturday morning. Pleasantly surprised that there was virtually zero waiting, and I was out of the building within 20 minutes ! Amazing !

Very prompt service - if you've also done your part by getting the queue numbers and registering earlier

Staffs are generally helpful. Processes are much easy compared to other countries.

Make appt on Sat. 35 people on Q. And i settle everything in 15mins. Thumbs up! But I remember 5years ago I waited for 2hours even tho I got appt.

I'm Malaysian would like to inquiry the procedure if decide going back this month to Malaysia what is the procedure? following that is it Singapore will make exemptions for Malaysia to be tested for Covid-19 before they are allowed to return.

Thank you Ms Ethel Soh & Ms Shahidah Kamaliah at level 5 Permanent Resident Srcvs counter 36,have been giving me kind n good service to assist me.

7:00 eopneyo also a good 45 minutes and I'm waiting for 3 hours, unplug the saddlecloth 8:20 Even though julseot before you open the door people come even later than me is getting a visa to go big this really be handling problems quickly

Extension of tourist visa
Application for PR is already online

One of the most efficient immigration offices I've ever visited.

Went here before,the place is cold but service is Excellent and Efficient.

ABUSE OF AUTHORITY IN SINGAPORE , HOW THE POLICE THE PICK MY PHONE WITHOUT MY PERMISSION AND LOOK MY PERSONAL MESSAGES AND INFORMATION DON'T ALLOW ME SEE WHAT THEY ARE DOING, DON'T SPEND MONEY IN A COUNTRY DON'T RESPECT THE HUMAN RIGHTS!!!

On 29 June from a flight from Taipei with a stop in Manila, arriving at Singapore Terminal 2 at 23:55
Arriving on the 30th at 00:15 to the checkpoint the following events happened:

When I arrived at the airport, the policemen asked me the usual questions. I told them that I came to visit my girlfriend (Taiwanese with a work permit) and to study Chinese, I also tell her that in Spain . I show he the plane ticket on the mobile departure September 27 to Kuala Lumpur, he send me to another larger immigration desk and I say the same to another person, then the person next to this asks the same thing again, when teaching him the mobile with the Plane ticket, she takes my cell phone and starts looking at my personal information and whatsapps without my permission, when I realize that she is looking at my whatsapps I try to get my cell phone the officer in charge threatened me and he became violent screaming at me, They give me my cell phone after 30 minutes, I was sent to a room inside, from then this officer goes towards my lacking respect and shouting to me

They make me some photos with my measurements and take all the fingerprints of my fingers, nobody explains anything to me

They not allow me go to the bathroom

I ask the name of the person who registered my cell phone without my permission, and the officer who shouts at me, if they refuse to give it to me

In the mobile they read messages that it taught Spanish to 3 people,

I ask the officer to talk to him to explain my situation and they refuse to listen to me, I want to say that I do not work as a Spanish teacher, I do it voluntarily and some parents give me money, or they give me money for giving them books, but they refuse To listen to my explanation

I ask them to inform me of my situation, they do not tell me anything

At two o'clock they take me to another place without telling me anything, I ask permission to call my girlfriend who was waiting for me at the airport, she refuses, they tell me that later, they confiscate my things without explaining anything to me, and they put me in a room With other people who do not let them enter the country,

They tell me that they deport me to the place of origin manila, I ask them to telephone but they deny me

At 9:30 an hour before the flight ,they give my things and take me to the flight to Manila, do not let me use the cell phone until arriving at the waiting room 20 minutes before the flight leaves, I realize that they have filled my details by writing that I am Filipino

I have been treated like a criminal, I have never been informed of my situation or the reasons, they refused to give me complaint sheets and the names of the people in charge, the identification number of the policemen, confiscated my things, I have Removed the mobile and searched in my personal data, I have been shouted and threatened, I was not allowed to go to the service, I have not been informed of a case or what happened to me, just before getting on the plane, I have been scratched Passport, they have filled in my information wrong saying that I am Filipino ....

I considered one that they have disrespected me and have not respected my rights, without giving me any explanation of why they treated me like this,look in my phone conversations photos email without my permission, denying me the identification number of the police, and with a deal denigrating, a lousy police service,

after 3 months they answer to my complaint is that your police acted well, no one has explained anything, nor given me any reason why I can not enter your country or if I have done something illegal, refuse to give me number of identificaion of the police that took the cell without my permission and threatened me,

I have only been recivied automatic computer generated answers

Very efficient!!! Really proud of being a Singaporean.

Reported loss of my IC and the whole process take less than 5 mins, provided you have ALL the required documents of proof on hand.

Call and email ......no reply....just wanna to change my kids address..... b4 CB still not done .
...... disappointed

Online application take more then a weeks still under pending, successful or not no news at all, better go to the counter faster, ICA encourage and in 2020, all application have to done online, just imagine, 3 working days become more than a weeks still pending when you apply online, this is a big joke, I thought will be faster than go to the counter, I'm wrong and regret to do that, and the digital images always cannot meet their requirements, this will make us headache, ica really a big failure

An inefficient government agency who can't perform logically. Phone calls through is unheard of and for any queries you have to join the hours long queues!!!!! If there are negative grading this agency fully deserves it!! Not to mention the many corruption cases and sex for visa cases that has happen over the years.

Efficient and friendly staffs and wonderful appointment system!!!

Nearby MRT is Lavender MRT station, big carpark , Excellent services at counter friendly staff. Will not regret coming to ica.

some positive impression and some negative impressions. overall average bah...

ICA is responsible for the security of Singapore's borders against the entry of undesirable persons, cargo and conveyances through our land, air and sea.

what is iCollect? It s basically an automated machine to collect your new passport.

Super efficient. Renewed passport made an appointment for 1.15pm for collection. Showed up at 11.45am tried my luck.

Took my queue number, before even sitting down my queue number showed up, all in all including parking, heading up, getting queue, collection, bio metric registration took me 15 minutes max.

Amazing.
Remember waiting no less than 2 hours each time before. They have really really improved tremendously.
If only all govnm agencies can follow in their footsteps.

Fantastic job ICA!!!

I have had both good and not so good experience here. So, I cannot say that the services at ICA are bad but they aren't memorable either. Twice my things were processed and progressed very fast but twice I had to wait the whole day despite having an appointment. It was terrible. So it depends maybe.

I spend more time queuing for the Bak Chor Mee nearby than for collecting passport. Efficient!

Desperate to charge $300 to deny citizenship identity. Extremely detrimental to the image f this country .

I collected my passport today, ICA is the best, extremely efficient, friendly staff, website/ call center are superb.

Very efficient queuing system and helpful staff. I have been impressed every time at how fast they are able to process my applications forms and how little time I have to wait (provided I made an e-appointment first). Definitely one of the most efficient and competent government services I have interacted with.

Fast and efficient service by the ICA officers. They were really friendly. I collected my passport within less than 30minutes of waiting.

A bit long wait for passport stamping.. Someone pls do something abt que hoppers. Its not fair to those waiting in line previously

Bureaucratic nightmare. Nothing they need can be found in the building.

For colour printing of photos head to the back behind the bridge.

If you're Singaporean doing your passport/ IC it's fine. For helping friends with visas Ica seriously needs to rethink their process. It's one thing to safe guard our borders and about just to be brain less paper pushers

Very fast and efficient queue management, as well as photo-taking section. Really impressive processing protocol.

processes are very efficient. staff members are friendly and helpful.

Most services can now be done online on ICA s website

Very busy but relatively quick and easy to get things done.

Try using icollect self collection when booking your e-appointment to avoid the long queues for passport collection!

There are always friendly staff around to help you if you require.

Next to Lavende mrt station. Waiting time is not too long.

Hotline is always cant get thru. E-services is confusing n unclear infos on procedures. Went to ICA and waited 3hrs just to get the right advice but still cant process. What a terrible experience with ICA. The most inefficient and incapable gov department so far.

Nice air conditioned place. However one of the major information is misleading.
They mention they are open till 5pm on weekdays and till 1pm on Saturday, but the counter giving queue number closes 30 minutes prior closing time. So be careful when you are planning your visit over there, going after the closure of the queue number providing counter would be wastage of your time and money.

They do have shops for photocopy, photo taking but it's better you carry the required docs beforehand. Don't carry any heavy luggage since you may have to go here and there to different counters.

Okay service. Just a hassle in that I had to go to 4 different levels

ICA too busy with internal corruption. Not enough resources for the national borders.

Often packed with people especially during the school holidays or weekends. Good to arrange an appointment to collect your passport before heading down. It takes less than 5 minutes to collect your passport if you do make an appointment, so you don t have to wait around. The staff here are also friendly and helpful.

Came just to collect a passport. Even though they did warn that the waiting time can be up to 2 hours, the efficiency is very bad. There are 41 counters, but only a third are in operation. I tried to make an appointment online for collection to avoid this, but they were fully booked for more than 2 weeks. Really, what is the point of having so many counters that are not in use? Ended up spending 3 hours here. That s rather atrocious, in my opinion. Slow service and inefficiency are not becoming of a government run agency.

Very good service.

The Indian staff in the 2nd level counter
Is very kind and helpful.
Really appreciate on her assistance.

Very bad experience. I don't know how to key in some information and no guide was provided by staff. Very bad!!!

Waited an hour even though I have made an appointment , bad system.

The phone service is extremely terrible. Tried calling two days in a row and the first day i managed to get through but it cut my line automatically after 30 mins of waiting. Tried to call back the line responded by saying its busy.

Tired again today managed to get through and waited for 45mins but no customer service officers came to the line. What are you all so busy with???

Terrible phone service, wouldn't expect this kind of service from a government public service from Singapore. Please look into this and rectify Lapses in your automated phone system.

Took me 8 minutes to collect son's new passport. Love the efficiency!

U can search online or inquire over the counter. Might be tedious, but overall the service is good

Booked appointment at 830am but arrived at 8am
I was apparently called at 810am but missed the no because of too many numbers appearing on screen too fast. I went to a counter seems calling my number but was told different elphebat at around 813 though same number. Then I was waiting almost till 845 , then realized something must be wrong. Little did I realise there is missing numbers screen two rows behind the front seats where I was waiting patiently. I am sure I am the 1st ones who wasted ones who wasted the time

Very bad at serving. They just bluff and don't understand people situation.

Probably the best public service building I have ever been to. Extremely efficient while giving pleasant and polite service.

DON'T COLLECT QUEUE NUMBER IF YOU'RE EARLIER THAN 15 MINUTES BEFORE YOUR APPOINTMENT.

I just went to collect my passport at the ICA Building today and it totally shocked me the way that our government offices work.

My appointment was for 11:30 am but I arrived and took my queue at 11:10 am.

To my surprise, I was allocated a NON-priority queue number, when I asked why was I given a NON-priority queue number when those that came after I was given queue numbers, I was told that they were ON-TIME and I was too early and if everyone arrived early it would put a lot extra workload on the staff.

I tried explaining to the staff that what he said were all non-valid, but he refused to listen.

What I tried to tell him was that the system could easily be improved, such that they did not need to allocate all sorts of different C, D, E & F queues.
1. C (priority) is for those that arrive less than 15 minutes before their appointments.
2. D is for those that arrived too early
3. E is for those that arrived too late and
4. F is for those without appointments.

Solution:
The easiest way without much changes would be to:
1. Allocate sorting of the passports & queue numbers according to the appointment time slots. In this way, people who arrive early would get priority for that particular time slots.
2. Those people that are late would be given another queue and
3. Those without appointments would be given another.

This place is for apply student pass, extension of visit pass for foreigner, VISA, etc.

I sent a snail for my passport renewal... After that totally no news for a solid month until I recalled about this. I called and they said that my passport is ready for collection (!), and they issued me a code to make a another call to make an appointment to collect it (!).... OMG.

I come an hour before my appointment time (1pm ) but still need to wait until 2 pm

With appointment system it's really as efficient as it gets considering the mountain loads of people there. Thumbs up for public service efficiency!

Holy dang, the ICA is super super efficient! I missed my appointment, so I just showed up on another day. Got my number, thought I'd have to wait quite a while as they did caution in the letter.

Showed up, scanned IC, sat down and got my new IC in less than 10minutes, even without and appointment.

The ICA officer was damn friendly and nice as well. Great job guys!