Service Canada Centre and Passport Services

Excellent service. In and out within an hour for a passport renewal. Expect it to be returned within 12 days. Wow! Knowledge and friendly staff. The place is spit spot. Three commissioners on site to assist.

Service was polite and efficient. I arrived at 7:45, walked right into the mall. Went to the holding area on the third floor and was given ticket #6. Helpful staff was on hand to review documents. Just before 8:30 we were walked up to the office on the third floor, and our documents were reviewed a second time, and we were given new tickets. I was done by 9:15 AM. At that time, there were a fair number of people waiting in holding area, but not a huge number.

Very friendly staff, from the door to the assistants inside. It's such a daunting process to go through but they definitely make it a lot better to deal with passport stuff

Beyond angry. We sent the passports off end of July. We just got them back in January after calling and calling. When they arrived they spelt one of the last names wrong. Through no fault of us. After calling to report the error was told to send it in and in a few days they would mail it back and if we don’t hear back in two weeks to call back. No word for two weeks. We call back and they haven’t even scanned it in the system yet and we leave in a week. They transfer it to a local office for emergency pick up. Last week!!! Still no word and no way to get a hold of the office it’s at to see if we can pick it up. For an error that was NOT ours they are taking forever to correct it and we may not be able to go on our trip now if we don’t get it today! We should not have to take a day off work when we already had to use all our vacation time to wait for 6-8 hours in an office for a passport they made a mistake on!Explain this!

They are so hard to deal with. I applied for a new passport mid April, they said I should receive my passport in the mail no later than May 25th. I get a letter past mid May saying that they tried to contact me and that I need to call them to resolve an issue with my passport application. I get this letter 2 weeks from the date it was issued. So I quickly phone them and they said that they tried to call me mid March, when I didn't even apply for my passport until mid April. I did not get a missed call/voicemail from them. They don't own up to their mistakes and every phone call a person tells me a different thing. The last call that I had with them I asked them to send it to a passport service so I can pick it up in time for my trip at the end of June. They said that's okay and that I just need to pay extra when I pick it up and have a letter stating when I am leaving Canada. Then I get a call today saying that they're sending me my passport in the mail when I specifically asked them to send it to a passport service. The lady tells me it's cause it's not within the time frame of request. They don't own up to their mistakes. Get your information straight Passport Canada. You are so frustrating and difficult to work with.

Went today and it is very well organized!You can enter the mall at 6 am on view street.... you need to go to the 3rd floor waiting room, get your number and hang out. There was a service Canada employee who checked your paperwork for errors. Then in the order you arrived, you are taken to the 4th floor office.I got there super early and must say that might have been the key as i was done by 837.The trick is that the mall is open at 6 so if you can get there before the official office opening at 830...you might have a decent shot in line. All the staff was great!

Just awful! I don’t understand why they don’t hire people that actually have customer service skills. The guy in the front kept treating me like I didn’t know what I was doing?I’ve been to multiple Service Canada locations and it seems to be the same. It’s seems like an inconvenience for them to do their job.

Arrived just before 8:30am on a Tuesday. Room was half full. No troubles getting my passport application handled without proof of travel. Everyone was very nice. Go to the back corner on the third floor (View St entrance is closest) and the Service Canada pre-screening room is there. They will give you a ticket with your number and an agent comes around to check that you have all your documents. When your number is called you go to the escalators to go up to the Service Canada office which is through the food court. You go through another short line and an agent at the desk screens you more thoroughly. After that you are given your last number to see an agent to process your request. I waited about an hour total and everyone I interacted with was great.

It might be more fair to rate this office 4.5 stars but that's not possible here. Workers are generally friendly & polite. The guy sitting at the entrance basically greets you & tells you what line to take. I actually had to wait longer in a Canada Post line the day before so the wait was pretty reasonable. What they don't make clear is that you'll be waiting twice. The first line up is just to get to speak to a person who verifies that you have completed all documents. The next lineup is to actually submit documents & pay for your passport. That was a longer wait but there are plenty of chairs if you feel like sitting. Also, if you have someone with you or bored kids, the passport office is conveniently located next to the mall food court (also bathrooms nearby). Just outside the entrance to the passport office is a photography studio where you can get your passport photos done. I'm guessing it's extremely convenient if you've got a problem with the ones you brought with you.So … my minus 1 point is for having us stand in 2 lineups for a simple renewal when I could have shown the door guy that I had all of my documents completed etc.

I'm writing this review because reading the reviews here really confused me about what this office was and was not processing. As of today (Oct 21, 2022), I can confirm from personal experience that the Bay Centre location is in fact processing passport renewals even if you do not have a travel date booked. For what it's worth, the line today (Friday morning before 8:30am) was not too bad. Everyone working here was so nice.