Service Canada Centre

A long wait for a simple passport renewal. Took about 3 hours - got to the location at 9am, left at 12pm. Had to wait in line for a number then wait again for an agonizingly long time to be called.

I wish they had some better way of triaging which cases are less complicated (like mine) so they can move people more efficiently but that's government for ya.

The worst service I have had. Waiting 3 hours just for change sin number in real line. I am pregnant woman. When I asked if can I make an appointment or may speed line- no one weren’t able to help me. Here is ok to wait 3 hours- said me of the worker. I spent more than 3 hours- before me only 2 people changed their sin. Terrible. No enough bad words to describe my feelings.

I came for a child passport application (April 9), arrived 8:10am & there was already a line. Waited for 20 mins on the line outside of the office. They let us wait inside when they opened at 8:30 as it was cold outside to wait. Got my ticket number within 20 mins & got called in 30 mins after that. When they call you for ticket number, they will check all your documents to see and confirm that you have everything.

My application should have been completed by 9:30am, but the passport photo wasn't accepted, so I had to get another photo taken for my baby. So I had to come back & reapply, I was worried I'd have to get in the line again but the agent told me to just come in & see her again, informed me to just make sure to come back the same day. So after going back, everything went smooth & was completed around 11:30am.

P.S. I forgot the team leader's name but, that day he was so nice & very informative! Really recommend this office for passport application!

They don’t have ticket systems where you know your directions. Full room ppl standing and seating, you have to ask around to find out the game rules. Its turn out they only have one long line for everything. It’s confusing.

Came for child passport application. Staff are friendly and hardworking. My agent, Alissa was wonderful and efficient. Though the numbering system is terrible. Get an electronic board and better system please. All the numbers are mixed with Passport, SIN & Pension services. I was told approximately 2hrs wait but it was close to 3hrs and I didn’t know where I was in line, didn’t prepare snacks or extra coffee. I give 4 stars for staff and 0 for system.

Visit date: 2024/03/22
I was there for my passport application (walk-in), came in at 12pm, was called at 2:25pm, and left at 2:45pm. The staffs are friendly, and willing to answer any questions regarding the services you require. The wait time was OK with me (~2.5 hours), although they told me it should take less than two hours when I got my number (that’s pretty much the only reason why I don’t give them five stars). The parking is free, which is really good. Plus there are plenty of seats, so you don’t have to stand there when you are waiting for your service. I have seen some reviews of the Scarborough location and it seems like you will have to stand for most of the wait time if you choose to go there. Last but not least, please be aware that this location only takes regular speed passport application, and pick up is NOT available at this location. If you require express or urgent passport service, you will have to go to one of the passport offices. Overall, I’d rate my visit a solid four star.

Wonderful staff, friendly and knowledgeable.

That being said, wait time today (walk-in) was 3.5 hours for a straight forward passport renewal. The long wait times coupled with the lack of a clear backlog (numbers provided are not in sequence) does not give customers much choice but to sit and wait. With apps available today that can provide check in and wait time estimates, this process/experience could be improved significantly. Even an electronic number board highlighting your place in the work flow would be a much improved step in the right direction.

I arrived 9:05am, completed by 9:45am. Not so busy, clear and fast and helpful services. Parking has lots of free space