Passport Canada

A huge thank you to the associate at counter #9 this morning. This kind and lovely Black woman, who has locks and glasses, truly went above and beyond. Her exceptional service and beautiful demeanor completely brightened my day. I highly recommend this location!

Rude security big girl and uncompassionate customer service, no help with forms.nnBig lineups in the middle of winters, temperatures-10C, no ticket system so customers can sit in warm cars, no proper seating and dirty bathroom. Inhumane conditions in our own country to face hypothermia to get our passports renewed in winters. If option for 0 star… just someone is gonna be sick, slip or fall, until then suffering

Date: 10, Feb, 2026 Time : 8:50 AMnnI am writing to formally raise a concern regarding my experience at the Service Canada office this morning.nnI attended the office with my 68-year-old mother to submit her passport applications. Her application was complete; however, my mother’s application was missing the guarantor’s signature on the back of the photo. When the officer asked for the signature, I explained that the guarantor was temporarily outside and had gone to work. I also stated that I could visit his workplace to obtain the signature and return.nnThe officer insisted that the guarantor must come to the office immediately and sign in front of him. I respectfully explained that this was not possible, as the guarantor was at work. I then politely requested that my mother’s application be returned so I could obtain the signature the next day and resubmit it.nnUnfortunately, the officer responded in an unprofessional and disrespectful manner. He refused to return the application, cut it, and threw it into the garbage bin. This incident occurred in front of other people and my 68-year-old mother, who was waiting with me in very cold weather.nnI was deeply disappointed and disturbed by this conduct. I understand that Service Canada must follow strict procedures, and I fully respect the rules. However, I believe that all clients—especially seniors—deserve to be treated with dignity, patience, and respect.nnI kindly request that this matter be reviewed and that appropriate steps be taken to ensure professional conduct and respectful communication with the public.

Very good experience at this locationnHere is how everything went :nI arrived at 7:25 AM and I was the 16th person in line. By 8:15 AM a security guard arrived and broke down the process. I was in the first group of people to be let inside at 8:30 AM. Make sure you have all the necessary documents. Including a complete application. A gentleman was in line without an application and was removed from the line. I waited another five minutes inside to be called to the first counter to confirm I have everything. Then I was given a ticket and waited for my number to be called to have my passport renewal approved. That took another 10 minutes. I was approved before 9 AM and out the door. Passport for renewal are ready in two weeks. I chose to come pick up at this location at an additional fee.nEverything ran smoothly and the staff were supportive, polite, and welcoming. I highly recommend coming to this location. I know in the morning the line is quite long. It wraps around the building quickly so be prepared to wait. I wish I could comment on whether or not the line is as long in the afternoon.

Quick tip for parents: There are two buildings here. Go to 60 Gillingham for standard Service Canada and 40 Gillingham Suite 401 for the specialized Passport Office. I went at 8:15 AM on a Thursday; there was a line of about 30 people for the initial document review. Once I got my ticket, the total wait was about 80 minutes. By 9:30 AM, the line had almost completely died down. Highly recommend arriving early or waiting for that mid-morning lull!