Immigration and Checkpoints Authority Reviews

The worse I've ever experienced! Terribly useless.
They said to wait for the letter to be delivered but nothing so I called the hotline for THREE DAYS, it never gets through the line even once, be it day or afternoon. Went down to ICA the next day, queue for a while, waited for counter service and end up the staff said "There's nothing I can do. Your passport is not ready for collection." I did inform them upon my registry of renewing the passport on which date I'm leaving Singapore. So this happened 2 days before I leave. I continue calling, going down trying to get something done as this is a work trip but still, there is nothing they can do. I don't know why Singapore Immigrations are such ignorant that "there's nothing they can do".
I did my very best to get even a temporary letter or what not but they won't give a single thing.
Had to cancel the work trip that has been paid and all packed because of ICA.

Great Job on handling simple task.
Thank You Very Much Singapore Government.

Efficient. You can apply passport online, just that you have to collect in person.

Fairly big car park.

APPALLING!! Terrible service, super inefficient and rude. First they lost my passport application , made me run 2 more futile trips queueing from one queue to another making me go up and down only to be informed that I can t my passport on that same day because they lost my documents. Clearly they re in the wrong for losing my application form, yet they didn t make up for it by issuing my passport on that very day after making me wait so Long.

I just want to ask or help where I can send my application letter??can someone help me t
What is there email address..thank you!
Godbless

I have received efficient and friendly service at ICA. But ICA has a bad record of opening its doors widely to foreigners of dubious characters, giving them jobs, permanent residencies and citizenships.

Cases in point:

1) Anton Casey
2) Avijit Das Patnaik
3) Stuart Boyd Mills
4) Paul Gabriel Amos

Research their names and thumbs up if it makes your blood boil too.

I would give it a zero star if I could. Waited for email for my email to renunciate my Malaysian citizenship for 1 MONTH+ yet there was no reply. Called them many times, each time at least 30mins and no one answered. There was one time someone answered but before I could finish my sentence they impatiently ended the call. Went down and all they could say is to wait for their email they were really rude as well by raising their voice at me. I've already waited for more than a month yet they still expect me to wait? Horrible service.

terrible customer service. Wait time of over 2 hours. Awful

No efficiency waiting for 2 hrs and they do nothing

As far as immigration facilities go, Singapore's ICA building is about as streamlined as you can get. I booked an e-appointment here to get my student pass, and I was in and out in about 2 hours (I arrived about 5 minutes before my "appointment" was scheduled) which, although it doesn't sound great, is considerably faster than every other location where I've needed to complete visa & immigration formalities in other countries. That 2 hours included document verification, iris scans, fingerprint scans, and waiting about 30 minutes for the student pass identification card itself to be printed.

My advice to any student coming to collect your student pass is to quadruple check you have all the correct documents (the list of the documents to bring can be found on your IPA letter), have a passport photo with proper dimensions at the ready (35mm by 45mm and they don't do passport photos at the ICA building so make sure to get one in advance!), and come a bit early for your "appointment" (I have appointment in quotations since I had to wait in the queue for about 45 minutes after my scheduled appointment time before I was seen). Also, if your IPA letter doesn't have a bar code (mine didn't), manually input your "Application ID" and you'll get your ticket to wait in the queue in the waiting area.

It's a very hectic waiting area, but the process itself is actually pretty stress-free. And I've never seen any government facility that will print you your card right there on the spot, so huge bonus points for that!

OK very long stretch of service counters, less waiting time, staff friendly and helpful.

Would have given 0 stars if possible waiting time for passport is more than the actual time written during submission more than a week seen lost people couldn't get any help from staff and staff plays ninja (pushing responsibility games) waiting for passport either 10 days for booking or spend more than 5 hours waiting for queue in short it's horrendous

While the country is promoting smart nation, the ica officer still insisted applicant to come down to the ica building submitting hardcopies nric, passport, cpf statement for renewal process where all these information are now easily accessible with Singpass at a click, simply don't understand the logic behind all these outdated paper systems.

More efficient now. But dunno why still give the feeling of chaos within the building leh (dk is it the lighting or what)

A terribly inefficient ministry agency. The queue especially at the second storey section named "Singapore Passport service counter" is always understaffed and the queue to get a queue number for passport related services is exceptionally Long. I normally have to wait 1hr and more to just queue up to get a queue number to see the officer at the 3rd storey. If this section is such a popular section where most people will congregate before they get delegated to the right places in ica, why can't there be more officers attending to us? Why is ica so stubborn when it comes to increasing staffing for this "hot button" section!?

Bad environment! the oldest woman from the desk of foreigners who want to ask for the Visa IS IMPOLITE AND DISGUSTING! I can't believe that the let a disrespectful woman working there. Actually is a 0 stars!

The system is well established and efficient. I collected and came out in ten minutes. However, I have to say the officer could do a lot more in attitude and service. Was at a counter 10 this morning, and the response to concern over passport number changed for purchased airticket was settle yourself . I later found out that you just have to carry both when you travel.

Makes a world of difference with the right attitude!

Wouldn t complain since i visit it once every 4 to 5 years to collect passport. They have automated part of the process where you can choose to collect your passport from a machine instead of taking a queue number. Like every organisation, they are in the midst of making use of technology to automate.

The service at immigration office is extremely slow. they kept repeating missed numbers so much so that they fail to take the present numbers. Singapore is the best country and such kind of service is really unexpected

Efficiency and attitude need urgent improvement. A better balance should be reached between formalities/paperwork/country protection and good/humane customer experience. I only give 1 to make a point, maybe deserve a 3. I had good experiences too and it depends a lot on which officer you meet.

Quick and efficient, in and out within 10 min! Super friendly counter staff. Bravo ICA!

Make appointment before coming and u will be swift as a horse!

Used iCollect service, was done in 10mins! Parking was dreadful though....

Collected passports for my son and myself within 30 min of arrival.
Essential to make an appointment online to confirm collection time before making the trip down and to make sure you bring all the required documents to ensure a smooth process.
It s unreasonable to expect quick service without an appointment or the required documents ;)

Worst goverment agency by far. Application process takes way longer than stated, phone line is nonexistent

When you make a call to the service to enquire something, it replies that the line is busy and please call back again!

Good place to be in in case of suspected smuggling among your friends,neighbours and family.

It houses the Singapore Imigrations Department.Just a short walk away is the mrt station also the bus stop is very near. There is a public carpark beside it, but it is difficult to get a parking lot from 10 am onwards till late afternoon.
Dated : 21/09/2017 ( Thursday ).
Updated : 31/05/2018 ( Thursday ).
Added some new photos.

My wife and I returned to Singapore Tue Jun 30 when I recently retired and were, of course, put on SHN upon arrival.

Throughout the 14-day home quarantine, we were regularly sent text messages to report our locations, FaceTimed for our whereabouts and also their home visits. We were also reminded by calls on our COVID-19 tests and all of these interactions were done professionally, efficiently and with understanding. Very courteous folks who worked hard to ensure we complied with the regulations and these prompted me to write about their performance.

Great job in trying to keep Singapore safe and your outstanding performance has only strengthened the strong Singapore brand name. Keep it up!

Very inefficient place, even if you already have an appointment, it will still let you wait until old.

rigid officer. one appointment number for one person strictly. so with 3 family members, was made to wait for additional two hours plus self photocopying some documents outside. All these are never mentioned beforehand on the webpage .

Terrible, aggressive attitude encountered from one of the staff. Put me off right away. I d point out the counter number but I won t be so disgustingly rude like she was to me. The environment did not feel friendly at all. Staff members looked confused and some were moving from one counter to another. Looked rather messy. Am absolutely glad I do not ever have to visit again, terrible visitor service! Work on your attitude, thank you.

Such a Pathetic System running by incompetent officers/staff. I have applied my singapore citizenship on December, 2018. They kept delaying my application process for almost two years. I have asked what's the reason for this delay but didn't get a proper reply. I waited another year and asked them again. Next day they have sent me that my application has been rejected. Seems they rejected the applciation a lon gtime ago but they decided not to update or respond to their applicants. This is how their system work. You will never get any answers why the application has been rejected. This is the sad truth about Singapore ICA. This has happened to my wife's PR application too. My entire time has been wasted. Not going through this hassle again.

Forever jam and long Q here! Do make an appointment prior to the collection of passport! Else gotta wait an hour plus!!!