The Immigration & Checkpoints Authority (ICA) is responsible for securing Singapore’s borders against the entry of undesirable people and cargo through land, air and sea checkpoints.
ICA also administers immigration and registration services, such as issuing passports and Identity Cards to Singapore citizens, and immigration passes and permits to foreigners. As a security agency, we enforce laws and regulations relating to immigration and registration.
We secure our borders and uphold our laws on immigration and national registration. In doing so, we will also strive to provide greater convenience and secured services to our customers.
We are committed to delivering the service experience that our customers value by:
- Understanding your needs;
- Processing your applications and clearance efficiently;
- Providing you with accurate information;
- Responding to you in a timely manner; and
- Performing our duties professionally.
✨ AI Review Highlights
Modern Facilities
Customers appreciate the new building and updated facilities, which provide a modern and fresh environment.
Efficient Service Experience
Despite some initial waiting, some customers reported that the entire process was completed in less than 5 minutes, indicating efficient service once the process begins.
Customer Service Concerns
Several customers expressed dissatisfaction with the customer service, highlighting issues with staff attitude and the inability to handle feedback effectively.
Inefficient Queue System
The queue system was criticized for being inefficient, with reports of long wait times and numbers not being called in sequence, even for those with appointments.
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Wahidah Wahid
a week agoNice new building. But lack customer services!! Come in must take Q, cannot use automated MACHINE. QUEUE for 20 mins to get Q number. Greeted by an arrogant Indian lady supervisor . Just giving her some feedback and she keep saying ‘ it’s our policy..’ if you can’t take feedback from customers, don work in frontline customer service. Customers giving feedback not asking you to break your policy. Some of these people do not understand or have customer service skills yet they are put upfront to deal with customers. People who come here make passports or ICs, they PAY WITH $$$. Not free!!! So treat us like customers not like beggars!!
yuni amran
3 weeks agopoor system. numbers not called in sequence hence even if u made appt, u will still need to wait for about an hour or so.
Steve Ryan
4 weeks agoKam Iong Loh
a month agoKhun Kitt
a month agoNew building, new look but old service. Queue to get number and queue to be called but all done in less than 5 minutes. Sorry not able to post any photos cos they don't allow photo or video taking...better be safe than sorry