Passport Office

Once I got my turn it was fast but the wait it’s ridiculous, I waited for 3 hours just for them to finish with me within few minutes, so I don’t get why the lines are so long and they don’t move.

All employees are patient and professional, the service was quick, and they help me validate my renewal form before submitting it. 10/10

I went for passport renewal. If you bring your old passport they won’t ask for ID. I went at 1: 09PM it was a long line to get a number. I got my number at 2: 15PM. I left the place at 3: 30PM. Staff was fast the lines were just long.

In out in one hour! Picked up my passport exactly 7 days late, Great service everyone was helpful.

Got to the office 8: 15 am. Went to renew today. Had to get new pictures downstairs then had to go back upstairs. All of this was just an hour. Very efficient and quick good service. Pics are very pricey make sure your pics are done correctly.

I had misplaced my passport the day before my flight. Day off I went to the passport office in hope of getting a new one and Yasmin was the most helpful person I could ask for. She helped with my photos and forms and promised I’d get on my flight that day. So thankful that she was there

I went on a friday afternoon. After the application form got checked I was told to go 2nd floor to submit the form and other necessary documents. The total wait time was an hour and a half. As long as you prepare to wait, it wasn't bad.

Bureaucracy at its most inefficient worst. For those unfamiliar with the process of renewing a passport, you first need to wait in line just to have someone glance through your application to make sure you filled it out. You're then sent upstairs, and told exactly where to sit, while you wait for your number to be called. The entire process took 2 hours for something that really should have taken 2 minutes.

I wanted to apply for a new passport. Reached here at 8am and was done by 9: 40am which was very fast considering the amount of people already lined up ahead of me. Also the lady at the security was very helpful.

Very bad experience. At the most, there are maximum 8 stations open out of the 20 available, at any given point. Most of the time, 3-4 stations " currently serving" clients at any given point. I was number 42, in the first hour of waiting they only did numbers 29-31. Another problem is that they squeeze in appointments, and if you try to book appointments they have no spots available 2-3 days ahead.

Disappoint on the passports service. So many people line up. Only one people working for us in the first floor. Where is my tax $ go?

This is the review you're looking for.
Hacks hacks hacks:

1- Be there at sharp 6: 00AM. Doors are open to start the lineup. 6: 00AM on March 20th I was the only one. 6: 15, others started coming in. You GET to wait inside.

2- First 5 people get to be selected to go directly upstairs at 8: 30 when duty starts.

3- if you're amongst the first 5, you will be given a ticket to go upstairs at 8: 30.4- if you were +5 in line, your line up will have to go to a room on ground floor first to get your docs verified and THEN lineup to go upstairs.

4- At 8: 30, I was sent upstairs to passport canada on floor 2. I was asked to go to one of the kiosks and submitted my docs one after the other as I was requested by the kind staff.

5- I opted in the pick up service. I was asked to picked up my passport on April 3rd, 2 weeks from my applying date, in person.

6- I left the kiosk at 8: 42 - Total process time 12 mins + waiting time (2.5 hours)

7- If you say that I still waited those hours anyway, at least; I waited knowing THAT I WILL GET SERVED and i left there at 8: 45Am straight to work and my day started early. Sometimes you might wait for hours and they return you cz they've reached capacity. So I'd rather wait and get served rather than wait midday and get sent back home

8- You don't have to line up nor take a ticket while picking up. Instead, you can go straight upstairs to a specific kiosk to give your application number and get your passport - queue free and wait free.

9- The security guard on the ground floor is SO KIND SO HELPFUL AND CONSIDERATE.

Bottom line, go early, 6: 00am is enough, make sure you're the amongst the first 5 and you shall be okay to leave there at 9: 00am

Good luck!

Went to passport office and they are on strike again! You guys already got way better deal than most other workers! Your final goal must be lay down everyday do nothing and get million$ Pay!

Nicole helped me out at the office. She was very professional and courteous. Helped me through the application process.

Yes you have to get there very early and wait but everyone there at each step of the process is extremely kind and helpful. Shout out to the morning security person, he was very kind, respectful answering many questions repeatedly and calming people's tension. The passport staff have been very helpf

Line up in the early morning with my renew form
n photo ready on Feb 14. The new passport arrived in my mailbox this morning March 2.

Whatever you do, make an appointment to submit your passport application. These days it's a bit of a challenge to schedule and I made an appointment a month in advance. Once I arrived, I parked at the adjacent pay parking lot which was $2/hr. Although I was 30 min early, I walked in and went directly to the Commissionaire on the 2nd floor, bypassing everyone who was waiting in line. Once he confirmed that I had an appointment, he gave me a ticket with this information and I entered the office where my application was checked. This attendant then gave me another ticket and told me to directly go to the next floor. Once I was out of the elevator, I went into a waiting area and gave my ticket to the entrance contact. He then told me to which station number I should go and without waiting, I submitted my application and paid the fee. My passport will be mailed to me and I passed on the option to pick it up in person, as it would be a first come first serve process, taking over 2 hours. The entire process once I arrived took only 17 minutes in total! The staff were all helpful and directed me on each leg of the process.

Very organized and smooth service. Shoutout to the Filipino guy on the door who was very kind and helpful. He brought water for everyone in the line who were waiting since 7 in the morning.

All voicing negativity towards this place remember this during voting time. Dont vote for the guy who caused this.

It was very busy before they open in morning When i got there but line moved very fast and save lots of my time which i didnt expected.thanks for that

No words, extra ordinary service and treatment.

Helpful, fast and organized even with full house.

Thank you.

I went to the office to get a copy of my passport certified. First I am 75 years old the oldest person there. I told the security personnel that I only need a notorized copy of my passport I was not applying for a passport he gave me a ticket and told me to wait in line - I waited in line for 2 1/2 hours only to be told when I was finally served that I had to go to the 2nd floor for that service. It is a disgrace that these employees do not care about the public and just arbitrarily misinform people when they need help. They have no respect for anyone. The whole passport system needs to be change. No one answers your questions you are just treated like cattle, told to go in line and wait I don’t know who is at fault here but it was the worse experience I have ever had.

The security guard in charge of the passport line is amazing and really helpful ensuring everything goes smoothly. In addition I needed the urgent passport service. It got processed at 9 am and was ready by 11 am. I am really impressed with this location.

Wondering to what century service Canada belongs? I don't know was the system, and the employees' performance last evaluated.
Very primitive, nobody can imagine this quality of service still exists in 2022.
Security person keeps telling the closing time, and convincing customers to book an appointment while they are disabling appointments on their website.

TL;DR: PLEASANTLY SURPRISED! Recommend this location & kudos to the employees.
Full: I was expecting some disappointments after reading some of the doom & gloom from some people here. But I was pleasantly surprised at the efficiency! The amount of people that flocks there is out of their control or mine, so I can't complain about line ups. When I went there wasn't too crazy line ups either, seems like those wild line days are over. Now it's pretty calm & cool.
The location is perfect as it's close to Subway, dedicated Parking and nearby amenities, which is extremely ideal. The systems that's in place is actually very efficient, the security guards are very helpful and there are dedicated people there to help you out for any questions & queries. The most important thing is the passport officers & the employees try well to help you out, which eliminates a lot of headaches. They try to fix your problems, give actual workable solutions and follow up well and get things done. These are the most important things & I'm overall happy with the experience.

I arrived around 5: 15AM. There are 2 lines; one for urgent service (travelling in 45 business days and have some proof of travel) or regular service. I was in the urgent line and was 2nd in line by the time I got there. Was in and out in 15 minutes once the office opened at 8: 30AM. Staff and security were nice and helpful.

I would give Passport Canada 5 stars! I had a great experience with Passport Canada because they provided best service to my son's passport process.

I applied my son's Passport 2 months ago and I got it 2 days ago. I submitted the application documents to Malvern Service Canada. I called Passport Canada almost every week to find out about it's status. 2 weeks ago, an agent transferred my application to this location and promised us that this location will call us back to update the Passport status. And you know, no one called. I know they would be busy, so nothing to lose.

I kept calling, and every agent gave me the same answer: "they will call you. Be patient. The call will be from unknown number/ private number. "

Without any plan, I walked in at 3pm and asked a young person sitting infront of the Passport Canada first floor. That young person helped us and allowed us to walked into the passport canada desk. From that desk, we went to the 2nd floor. We waited for 20 minutes. My number was called. From there, the counter processed my sons application. They told me to pickup in 2 days.

Yesterday, I picked up the Passport without any wait.

We were in a rush to receive my daughter’s passport before our trip and so thankful to the attentive staff at this location! Once all the paperwork was processed, we were called to come in for pick-up. The waiting room was organized and there was no line for pick-up when we arrived — is that normal? Thanks for making this process so smooth!

I only picked up my daughter's passport from this location. I went in about 12 PM on the day that I was supposed to pick up and I was out by 12: 05 PM there was nobody waiting before Me and the process was really quick.

The line for passport application was really long and they were around like 30 people waiting inside and more than a 100 people waiting in line on the 1st floor.

Anyone know how early we should be lining up here. Been trying to call the passport office for an hour and the call won’t even go through.

Thank you Dief and the team for helping us out. We appreciate all your hard work, and going the extra mile! I'd give you 10 starts if I could.

I’d post zero stars if possible. Worst experience ever. No one working there knows what is going on. Leaving the country in two days was told to pick up my passport as it wound be ready. No one knew where it was, or knew if it was ready. Everybody I talked to you had a different answer. Paid extra to get it expedited.didn’t matter. Different people were paying different amounts for different things. Or the same thing. Complete utter chaos.

IMPORTANT INFORMATION: 1: NEVER mail in your original documents (birth certificates, citizenship, ect.) Take your documents to a Service Canada office and they will take a copy. 2: Always take with you a second complete application! (with guarantor and references signed, birth certificate, citizenship, ID and photos signed and ready), Do Not Believe Anyone who says they have your application. An application transfer is Not guaranteed, when they say "Your application transfer was accepted" it doesn't always mean that they now have your file, it can also mean that they only accepted the request, but your papers haven't been scanned and sent to them yet. 3: If your planning to go to the office make sure you arrive Very early (8: 30 a.m or earlier), wait times are Very long! We arrived at 8: 00 and was only able to see someone upstairs to complete our file at 3: 30. If you arrive later you might not have enough time to go upstairs to complete your application or pickup your passport. 4: The Emergency Weekend Service aren't always able to help you, they must have access to your file and the service will cost you an additional $350.00 per passport.
Hope these information are helpful.

For passport applicants if you planning on going to this location to apply passport they not accepting any new application unless you travelling within a week and you have a flight ticket

- I went to this location this morning at 7: 30 AM waiting in cold in a long line till 8: 30 for the office to open, when they opened they let only the ppl had tickets flying out within two days
After waiting in line for another hour they let ppl inside the building and a rude security officer showed up and said unless you are planing to travel this week we won’t accept your application you can leave. Some of us requested to stay in the line and but they didn’t let us stay. Her comment was if you don’t have a flight ticket for this week you should leave.

My question was if they not accepting in person applications they should have a big sign in the building or on service Canada website saying this passport office is only for last minute passport applicants

What is the point having a passport office if you don’t accept passport application, and if they serving only the last minute travellers and leave out the ppl plan their trip a head of time they gonna have more backlogs or they serve only the express pickup customers as their is additional fee for express pickups

Please do not go to this location if you are not travelling in 2 days max. Poorly organized. Security guard have no care. The north york office is better organized with different lines for things and the security guards are understanding. People are lining up from 3am

Service was slow and inefficient. Was put on hold for almost an hour before someone picked up. Was put on hold again for another 45 minutes until 5: 30pm when they closed. Wasted almost 2 hours and got no service.

Sara Akram is an asset to the public service her service was above and beyond. Good luck to that young lady for her great service.

I had an appointment at 1: 30 pm and got a ticket at 1: 31 pm downstairs. I thought it would be in and out to submit my application upstairs. Guess what, by 2: 35, my number was still not called. I had to leave to pick up my kids at 3: 00. I politely asked if I could come back the next day without lining up again. Of course I was rejected. If they knew a long wait is expected, a notice to citizens would’ve been nice. What is the purpose of an appointment then? I was extremely disappointed. If you have an appointment with this office, please be prepared for two hours. Unfortunately I have to go through the whole process again.

Yasmin is the best. Went there to get a passport picture for my baby she was so patient as my baby was crying and took such good picture in a few seconds.

You currently can't renew in person without an appointment. Appointments are only being give to people with immediate travel plans. I can understand that they need to manage volumes, but why isn't this communicated on the website where you complete the application?

A family member required a pre-booked appointment to comply with an application to an Immigration, Refugees and Citizenship Canada (IRCC) case.

This office handles requests for documents like a temporary resident permit.work permit.study permit.temporary resident visa, visitor record, permanent resident application or a permanent resident card renewal.

The 15-minute booking was for fingerprints scanning and a photograph.

Upon arrival, we found out the appointment was apparently to stamp the paperwork. A follow-up appointment will be scheduled by the Government for the actual procedure once COVID-19 restrictions have been lifted. Ugh!

Service was professional and efficient.

I was served by a lady Yasmin, she is honestly the best most friendly and kind human being I have met so far. She is genuinely a helping human being who helps just by sensing, one doesnt even has to ask. She is very professional, give excellent customer service and speaks very gently with all the people who come into this office. If anyone in this world deserves a raise, its definitely her! Thank you so much Yasmin for all that you do for every client. God bless you!

I've got Great service provided by agent Kim. But Covid-19 rules are over imposed and not necessary anymore. The government agencies must resume working and narrow down the restrictions that was proved not working like "separation of the traffic"! Also locking the entrance door within work time is not nice!

Guys i was there few months ago to renew my passport with my friend, there was a chinese couple in front of us and the chinese lady receptionist that was handing out the numbers greeted them with hi how are you guys today and how can i help you guys. Now when we approach the counter the same chinese lady didnt even open her mouth to greet us in any way and just kept mute with the frown face. I found that very arrogant. She is picking and choosing people to who she will treat nice and with respect or maybe she only likes chinese clients idk. If she doesnt like dealing with canadian citizens and only like to deal with chinese people then i think she should go and work for Chinese passport office!

I've been in so many government offices in Toronto for my past twenty years, this time with Scarborough passport officer Ms. Lily who is the worst I have ever dealt with. Her accent, poor attitude and grumpy eye-sight make me feel that she does not fit into this professional working environment.gosh.

Today I was there to pick up our passports to apply for another passport since I was there, when I handed the receptionist my son's application the "simplified form", as he held a passport 5 yrs ago she said he has to complete the adult general form which I dont have a problem with that instruction, I further stated that I called the general line for renewal procedures, but the issue was, the receptionist was loud and speaking excessively saying, I dont know who told you that at the general line as if I was telling a story. I find her demeanor too much authority and not customer service friendly. I'm heading to Whitby tomorrow to do my son's application where the service is exceptional.

Dionne helped me get a new adult passport and she is probably the most efficient and knowledgable person I've ever worked with. She knew exactly what she was doing, and she did it in a swift manner. If you can get your passport from Dionne, I definitely recommend her. She is an outstanding employee!

I wanted to get my passport as soon as possible, and I got a call saying to come down to this office to apply for a faster time. I went to another officer who didn't know what she was doing at all and yelled at me for wanting my passport faster. Dionne took one look at my file and knew exactly what to do. I got my passport two days after applying for it. Shes amazing!

If I could give this place a zero star I would the staff are very rude and disrespectful especially DIVEN PRANJIAN who is the team leader and ZOI ZERVOS. I’m trying to get my 9 months old baby her passport so I can take a vacation with me so my mom can meet her before I have to start paying for her ticket and these two people basically tell me that my signature on my government ID are not the same as the way I sign on my baby’s passport farm. But I will be contacting John Tory or Justin Trudeau if my baby does not get or passport and I will get a lawyer and do everything to make sure these two people pay for what they put me through if my baby does not get her passport. Me and my baby mom plus our baby was there and they still trying to act like she’s stealing the baby

I had a very quick, pleasant experience here! I was in and out of the office in 20 mins. I came just after 9: 30 on a Thursday morning and it was not busy. There is a line up where you see a clerk and they check over your application and give you your number. You do need to be paying attention to when the bell sings as the number changes on the screen and they don’t call it out.

Payment is by Credit or Debit only so come prepared accordingly

I wish I could give this 10 stars, they are fast and super friendly. This is the best place to get your passport done, she was super nice and I wish I would've gotten her name. She came to check the line and realized I was in the wrong line for 30 minutes and brought me up and boom got my passport in 2 minutes. Amazing!

I was there for fresh passport application and to my wonder I walked out within half an hour despite there was so much crowd.

Bad service, some of the staffs are so rude and they are lazy. Management need to look in to hiring new people with customer service skills or re train your staff so they can serve us better, it’s not like they re doing volunteer work, they re getting paid to do their job. Do it right.

Waited for 45 minutes to be seen by the officer. The board says serving 5 people but in reality there was only one officer that was serving. The rest just walking around.

The service here by the agents is good however the bald older security guard needs to take it down a notch. He was shouting at us to move while we had a stroller and were waiting for a lady in a wheel chair to move out of our way so we could sit down and wait for our number to be called. Then he told us to go around another waywhich we did. He also told another kid he was going to get stepped on if he didn't sit down in a chair. Have some consideration for people with children/strollers or people in wheelchairs. I've noticed in several government agencies people talking down to others, treating people with little respect- this is sadly an expectation now.