Passport Canada Office

I asked the Commissionaire on duty for a passport renewal form. She opened the cabinet next to her and started looking through the forms only to discover that she only had French forms. She asked if I wanted a French form. I said no b/c I don’t read or speak French. She said I’d have to wait in line (which was going out the door) and get a form from the people behind the counter. After which I’d have to fill out the form and wait in line AGAIN to get a number to be served. I said to her that it didn’t make any sense that I’d have to wait in line twice to get service. She didn’t even offer to get an English form from the staff which would’ve been faster. Instead she replied, ‘that’s the way the system works’ and went back to looking at her phone. I am also a Public Servant and that’s not how you serve the public. I personally know other commissionaires and That was a disgrace to the commissionaires and the passport office. Someone in the line up pointed out to me that there was one form left on the form rack and the Commissionaire didn’t even know or realize that the rack needed to be replenished. She didn’t seem to care other than to get back to her phone. Even if it’s not your job to replenish the form rack, you do it anyway or at least let the staff know so that they can restock the rack. It shows initiative and it sure beats surfing the internet on your phone while you’re in the public’s view. When I finally got to the service counter for a passport renewal, I was told that I’d have to fill out a new application because I had changed my last name after getting married. They treat it like I’ve never held a valid passport before. I’d have to submit a brand new application (not a renewal form) just because I (legally) changed my last name. That doesn’t make any sense. It would’ve been nice if they could have a board or a poster explaining different ‘if you are...’ scenarios as a quick guide so that people won’t have to waste their lives standing in long line ups only to be turned away. I can’t wait to waste another whole morning at that passport office b/c they can’t be proactive or have competent people to guide you.
8 years ago (07-11-2017)

Polite service but completely inconsistent information from one visit to the next. Been there 3 times now and still haven’t been able to lodge a passport application because their requirements change each time. I actually used to run a passport office overseas and if I had delivered information that was as consistently inconsistent as theirs seems to be I would have heard about it from clients and in all likelihood my boss. Better briefing of frontline staff might help, so they can identify client issues early obviating the need for costly re-visits!
8 years ago (05-10-2017)

Was there today July 20th 2017 at about 1pm. Long line , about 40 people in front of me, but the line moved quickly. Total time from getting into line to exiting was under an hour. If you have everything ready it goes great. I'd recommend if you've never done a passport before to go to a service Canada centre where the staff will help with the paperwork then you'll just move smoothly through the passport office or just send the documents through the service Canada centre.
8 years ago (21-07-2017)

Passport renewal this morning. In and out in less than 30 minutes. Our passport officer, Ian, was highly competent, friendly, helpful. A very pleasant experience. The front end screening clerk, not so much. And, FREE parking with lots of room.
8 years ago (01-08-2017)

Great service, the associates at the counter were very friendly and quick at what they do. The lineup wasn't too bad and plenty of space to sit and wait for your number. Would definitely recommend going to this location!
8 years ago (07-07-2017)