Immigration and Checkpoints Authority Reviews

Please train up your custom officers. Wanted to driver over to JB for some dinner with my family. When I reached the Woodlands checkpoint custom going out of Singapore I stopped as usual and gave our passport to the officer named 3SGT MELVIN CHAN. He called out the name of my Father who has stroke and was sitting in the back passenger seat. My Father was already looking at him, acknowledging but the officer had to blurt out CAN HEAR OR NOT? He then intentionally called out my father s name again and waited for him to make a sound before he proceeded (seriously??). He then called out my girlfriend s name who was sitting at the front passenger seat and she looked at him but he just had to say it again CAN HEAR ANOT? My Girlfriend was already looking at him and nodded her head when he called out her name. Why make things so difficult for people who just wants to have a family trip? The same thing happened for me and my driver s seat was right in front of him. Thereafter he took his own sweet time to scan and chop the passports. Please educate your officers that they are civil servants and not be so arrogant when people did not do anything or aggravate him??

Come early before your appointment time. There's a long queue snaking round the back of the building before 8am

Service standard is bad in terms of turnaround time, processing of application.

No improvement in operation throughout the years. Same bad experience every time.

ICA officers' quality of service must be improved. Most of the officers that I ve encountered while visiting ICA for more than 7 times in my life were horrendous.
They are extremely rude and unprofessional when there s something wrong about the applications. When I went to collect my Students Pass, I didn t know that I had to apply for extensions of stay because my Students pass was already applied 1 month BEFORE my 3 months visit pass is over.
I didn t know that a successful IPA letter approval can constitute the legal stay in Singapore and I admit to my mistakes. It was a minor mistake that is caused by my ignorant due to covid-19 situation. Usually I will go back to my home country and this is my first time encountering this issue.
However, the officer lady started scolding me and kept asking me how could I not know about it.
If I knew about it obviously I would have applied for extensions of stay right.
She said that I have to pay $200 fine and I agreed to that.
First of all, people can make minor mistakes, and I have agreed to pay $200 dollars fine nicely without any complaints and that should be it.
Why must I hear an unpleasant scolding from an officer lady at the age of 21? And also when they call me they said, eh girl, come here. with the hand sign. I m an adult and so are they. They should learn to respect the applicants although we are younger than them. To us foreigners, ICA officers are the first legal authority's personnel to interact in Singapore, which means that they represent the quality of service of a national organisations in Singapore.
This kind of poor service is definitely not what I ve ever encountered before in my home country or anywhere else in the world.
Please improve the service quality and if u don t like working at ICA as an officer and u can t stand the applicants' minor mistakes then quit working at ICA!
ICA officers should be there to help applicants smooth procedures of completion of formalities but not to throw a tantrum whenever things go wrong.

Carpark next to ICA building closed wef 1 Jan 2020 to make way for new 24-hour Integrated Services Centre which would be ready in 2023

Confused by the ic - change of particulars procedure as ICA website states 3 days to process application but in reality, it's been close to 2 weeks and no update, no reply to email, feedback, whatsoever. Website is also extremely buggy. Please fix it.

BIG MESS. Part time staff have no idea of application process. Information on boards show different things on first and second floor.

Call centre officer is rude and has attitude problem. Even though it can be tiring receiving many calls in a day, it doesn't mean that officers can be rude or showing an attitude. Disappointing.

Wish there is an option for 0 star. Went for completion of student pass formalities, appointment was at 10.15 but not done until 1 . Really inefficient.

For those who review 1 star, I totally agree with you. Extremely slow service and inefficient. There is 41 Counter but there only like 10-1 in use? Appointment takes 3 weeks, 2 Weeks ago I submitted the form. It took a total of 1 month, 1 week of no travelling even though I had a Important Trip

This government authority has been here over decades to deal with applications
,issuing of passports ,and enforcements of
Immigration laws. The building is grandeur ,clean and directions are clear. Although it is crowded in the morning and understaffed, the counter service staff are very efficient and polite. Most of people are happy and praised with the service that they always collect thier passports before the collection times. When considering our population is now 5.6 milliom and foreign workers/visitors/tourists flux in and out every day, we should appreciate the services/assistances /hardworks rendered by the immigration & check points authority. At the same time, ica is in the process of improving its services .

Very poor service in terms of providing thorough and detail information. I wonder how they got the 4 stars, very disappointing. Should rectify the attitude of the workers at the service counter in 4th floor.

My name is faryaad ansari am a student in singapore ..i did diploma first after that advance diploma the i want to apply for degree me and my family very happy that one more year and am going to graduate but ICA reject my file then i went to ICA for reappeal offer says may be your school subject not match thats way they reject as well as i apply one more time in PSB in few day ICA send me mail for few documents after next day I submitted they again reject my student pass ..my friend also apply for degree but he failed in advance diploma but he got the aproval. I don t understand ICA want they want i have aa good mark sheet this is unfair with me ...am not coming back to Singapore in my life ..

Was told that LTVP walk-in appointment is from 8 to 830am

Very bad costumer service.. i went there to collect my student pass, before i finished asking a question to counter 8, she said she couldnt help me and i was told to go here and there and spent 2 hours before i could get someone to actually help me.. in the end they told me to go to the same counter, this time with the person helping and finally got it. Bad experience. It was everything but convenient

Singapore has an efficient Passport processing center. Arrival and collection done within 5mins.

Many things to improved here. The staffs can be disappeared in 3 to 5 Counter close for 30mins and the ppl keep waiting n waiting and wondering where r they. The staffs seems not interested to settle fast for those waiting

Tried calling many times never get to speak with anyone always busy.. Frustrating

my first experience applying on line. it is easy and user friendly,thus, my fear is ov
ercomed

Superb Quick and Efficient. All I took was 3 minutes to queue, scan iris, scan thumb print and collect new passport. And during lunch time crowded hours. Well done ICA! Excellent service.

Did a replacement of identity card on a Sat morning about 8.30am. Surprised that I could complete the process by 9am. Solid

I hope most of the government agencies I have to visit is this efficient. However, expect to spend around 1-2 hours during collection.

Visit the Citizen Service Centre at L2,L3. The staffs attitude are unexpectedly low n bossy. They take themselves like king n queen, and the public are begging for passport. The experience cause me depression.

I ve always felt very proud of how efficient things are in Singapore - passing through immigrations, passport collection, etc. However very disappointed that it s impossible to get through on the phone, even with direct lines provided in email for clarification - 63916361 / 63916410. I ve tried calling at least 30 times, across different timings and both numbers. Even when I m calling 5-10 times consecutively, the phone line sometimes continually rings, sometimes it s engaged, sometimes it rings 3 times and gets cut off. Is it really that busy, or are officers deliberately cancelling / not taking calls? If nobody plans to take the calls, why provide those numbers?

Very bad service documents attached all details still can ask for details collect $ must within 3days reply take more than weeks to answer

Email has no response nor reply. Getting the customer service via email or phone is hopeless. Is this how efficiency works in government bodies? Totally terrible and unacceptable.

My number was called the moment i taken my queue number and sit down! Passport collection. Well done! Proud to be Singaporean

Had a hard time reaching any service staff, especially through the phone. Gave up trying to get anything done through the phone. The best way is just to e-mail.

Fast and friendly service, got my student pass in 50 min from arrival

A great place, technologically developed, no need human interaction for renewal of passport.

Insufficient parking is still a pain after all these years.

Worst call centre ever. Called in to check if a Friend could stay on in singapore. I asked the basis they use to calculate days for stay upon re-entry. I got the worst and most useless explanation of my life. I just shouldn't have called in. Why have a call centre when staff can't answer questions ?

Staff working at the registration counters at the ICA are the most ignorant and rude people. Especially level 4 registration counter. No smile at all. They are like the walking dead.

Much efficient as compare to years back with fast improvement

Fast, efficient and mechanised without losing the human aspect. Came to collect my passport and enquire about my daughter's application and everything was resolved so quickly and smoothly. Never seen anything like this anywhere else in the world.

Very efficient in everything, queues(excluding collection) move very quickly. Please make an appointment before going down. Joining the non appointment queue will be a nightmare!

Applied for newborn PR, very efficient and awesome service with a smile.

FAst and swift. Collected a few times. Busy though esp at the crowded carpark.

they are the worst, people in the ICA office is rude in so many levels, asked assistance to assist me in extending my pass but they rather said to me go out of the country and come back again after 2 days... im doing the proper way but they insist of me doing that

I m too slow to think of Singapore ica
'

Incredibly rude staff who yell at people for taking less than half a minute of their time.

Super Efficient with Singapore Immigration n Checkpoints Authority. After booking appt online, prepare necessary documents n be punctual. Smooth process
Follow insta ju.rine

The E lobby machines are impossible to use, too many errors and glitches everywhere, no helping officers in sight, no cash machines everywhere, and they reject all foreign cards if i can give this place a 0 i would

Collected passport within 15 minutes upon arrival, even before appointment time. The whole process is efficient but there is little interaction.

It is refreshing to read about my decision to make Singapore my home in spite of having lived in Melbourne for so long after having nicked my balls.

The notoriously gruelling Manhood Chopping Course is certainly not for the faint-hearted, as it is designed to induct Singapore's most eligible of eunuchs.

For someone like myself to have won the Biggest Bedroom Guard Award - awarded to Singapore's Greatest Eunuchs - shows that the country is an inclusive and credible region that truly bonds bootlickers from all walks of life. This is something that all eunuchs can be proud of.

During these times of political upheaval and tai chi battles as to what constitutes the Bootlicking identity, narratives like this could be relevant and meaningful.

Be sure to book an appointment ahead of time because it can take several weeks! The ICA is efficient if busy, and offers many services. The only caveat is that application outcomes are left to the discretion of the ICA, so you might not get the outcome you're hoping for.

Incredibly efficient, you don t even have to deal with any humans for a passport renewal. The application and collection was a breeze, and the icollect machine is pretty cool

Online application take some times but when it ready for collection, book an appointment online, go to ICA collection, it really fast and the staff or officer there was very friendly, helpful, and very efficiency, great!

Impossible to connect - forced call ending is not a good look

Insanely efficient, when compared to the immigration authorities of other countries.

Needs more staff to attend the long lines, currently in the cross phase of educating people of the online platforms.

Remember how difficult it is to deal with your telecom provider on the phone? This is that but the bouncing back and forth happens in real life, without the customer service

Customer service good. Environment satisfactory. Always Crowded. Certain process the waiting are longer than the queue wait at your popular 4D outlets during the millions dollars season. After registration you will be able to gauge the number of attendees in the line.

I called them like 50 times and they still didnt pick up wut kind of service is that

It is safe and this is where I have been renewing my passport.

5 stars for Staff Yeong wee Loong at customer service counter for his excellent and helpful that delivered his services this morning .

Super efficient. Made an appointment before I went. Was a bit early, but I could already collect the queue number to collect my passport. Number was called almost immediately and my passport was already at the counter. It took all of 10 mins from my stepping into the building and out.

Excellent services for Singapore residents, avoid peak hours for passport pick-ups.

Worst agency ever. The way they do things are not transparent. How to ensure their officers are not misusing authority when their processes are not transparent? Scrap their QSM department, waste of public funds.

Good experience with ICA. Hassle free even with collection of passport at singposthe after renewal, I dun even need to be there physically to collect. Collection on behalf procedures are simple.

1 advice for all: Plan early, all processes needs time.

Must be the most efficient government organizations in Singapore and probably the world! Applied for passport on a THU, approval was received on TUE and collected on FRI. Note that passport was ready on THU but could only collect on FRI. With appointment, passport was collected on the dot! WOW! Keep up the good ICA.

Huge difference between now versus 10 years ago. Their efficiency and customer service has improved tremendously. You REALLY will be served promptly if you book an appointment and show up punctually. I booked an appointment at 12.45pm and was served almost immediately after I took a ticket number. Managed to walk out of the building by 12.55pm.

Awesome job! The rest of the government agencies need to learn from them!

They did some enhancement and waiting time is pleasantly bearable.

Served immediately upon arrival at appointment time. Staff is professional and speedy in reviewing documentations. In COVID situation, I've also been requested to use hand sanitizer before thumbprint collection on the machine. Overall a very good experience.

Place where we renew or apply new passport. There's a canteen

Went 5mins before appointment time, collected passport and out of building one minute after appointment time.

Horrible waiting time.. was told that the wait is 2hours turn out to be 5 hours.

The staffs were doing their work slowly and can even use their handphones while hundred of people are waiting.

Of cos they will say waiting time is shorter if you make a appointment. Which require 1 month advance booking... impossible for people that needs passport done sooner

Worse govt department....

The services provided by the ICA are highly efficient and hassle-free. You can submit your passport renewal application online, make an appointment to collect it and spend less than 15 minutes for collection. All in the span of one week or less. The long queue numbers may seem daunting, but as long as you have made a prior appointment, it is ok. Location is convenient too as it is next to the train station.

Quite crowded at times. Please take appointments. People are very nice.

Too much misinformation . Whats on their website and signboards are ver different from what they practice

This is where Singapore Citizens & Permanent Residents come to get our documents done! Processes have come a long way over the years & it's so efficient now, gone are the days when we had to spend hours here in the building just to get our documents done, thanks to technology.

Singapore's Immigration Service (ICA) is next to the Rocher River, followed by the government housing estate.

Very efficient service. Collected my ic within an hour.

This is the place you can get your IC, Passport renew

Crowded but counters staffs are efficient. Make sure you have a prior appointment. Will be better for everyone if the place can provide free wifi services.

Just gone to ICA to renew my passport due to loss in M'sia. There was system in place to allow orderly queuing and allocation of counters for different purpose. Found our Singapore system and ICA counter staff very efficient and courteous as compared to other ctys. Kudos to them for their good service!

Efficient staff who are very knowledgeable. Do note that for those renewing/doing passports via counter, a higher fee is charged. Just a stone's throw away from the nearest MRT, walking distance.

All self kiosk are down. People queue very long. Only two staff on the counter for registering. What a disappointment.

The phone service is absolutely infuriating. I wanted to talk to someone to get specialist advice and all the options were just automated responses. Typical of Singaporean mindset - hyper-efficient, but inflexible.

The mdm sitting left most on counter for passport collection on L2 reception is just to rude!. She told me that `this is the 3rd time you asked`, when I told that that I should approach to counter 24 while no body there for 2 times. So said an officer like this. (10 Aug 2019, ICA)