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Service Canada Centre - Passport Services

  1. Surrey

Reviews, get directions and information for Service Canada Centre - Passport Services

Service Canada Centre - Passport Services
Address: 10153 King George Blvd #110, Surrey, BC V3T 2W1, Canada
Phone: (800) 567-6868
State: British Columbia
County: Metro Vancouver
City: Surrey
Zip Code: V3T 2W1


Opening Hours

Monday: 8:30 AM – 4:00 PM
Tuesday: 8:30 AM – 4:00 PM
Wednesday: 8:30 AM – 4:00 PM
Thursday: 8:30 AM – 4:00 PM
Friday: 8:30 AM – 4:00 PM
Saturday: Closed
Sunday: Closed

Update Info
Reviews
I arrived at 6:00 AM, and there was already one person ahead of me. We began lining up to the left-hand side of the doors leading inside. By 8:30 AM, when a Service Canada employee arrived to begin admitting people, the line had grown to approximately 100 individuals—this was on a Monday morning.nnBefore we were allowed in, a security guard opened the doors but instructed everyone to remain outside until an official Service Canada representative came to escort us in. Some individuals who had entered the mall and waited outside the office doors were asked to return to the outdoor lineup, as there are clear notices stating that anyone inside prematurely must go to the end of the line. It’s important to respect this rule to avoid losing your spot.nnOnce admitted, we followed the Service Canada employee inside in an orderly fashion and lined up along the right-hand side of the doors. The employee then walked along the line and asked if anyone had an appointment or was there solely for a document pickup. Those individuals were directed to line up on the left-hand side. If you do have an appointment, ensure you bring a confirmation email as proof.nnOf the approximately 100 people waiting outside, most were eventually accommodated inside the office, while about 10 to 15 people continued waiting along the right-hand wall just outside. Additionally, please be aware that if you are accompanying someone e.g., a family member renewing a passport, the office may be too busy to allow non-essential visitors inside, so plan accordingly.nnLastly, I would like to extend my sincere thanks to the employees at this Service Canada location. They were well-organized and handled the process with professionalism and care. Thank you.
To:nLeadership of the Surrey Passport Service CentrenService Canada – Passport Programn10362 King George BlvdnSurrey, BC V3T 2W5nnSubject: Formal Complaint Regarding Unjust Treatment and Misconduct During Child’s Passport ApplicationnnDear Leadership Team,nnI am writing to formally file a complaint regarding the unfairness I received at the Surrey Passport Service Centre during the renewal of my child’s passport. I am deeply disappointed and disturbed by the inefficiency, lack of transparency, and the unacceptable conduct of certain staff members throughout this process.nnMy child, a Canadian-born citizen, required an expedited passport renewal for a school-related performance trip to the United States. Despite providing all necessary documentation and paying the expedited service fee of $107, I was subjected to unreasonable demands, conflicting information, and repeated delays that resulted in emotional distress, financial loss, almost miss the school trip.nnBelow is a summary of the issues encountered:nn1. Multiple Visits and Repeated Document Requests:nOver the course of six visits between March 12 and April 9, 2025, I was repeatedly asked to provide additional documents—many of which had already been submitted and accepted in previous interactions. At no point was I given a complete and clear list of required documentation. This lack of consistency and transparency resulted in lost time, undue stress, and a completely avoidable delay in processing.nn2. Unprofessional Behavior by Staff:nI encountered a particularly dismissive and unhelpful attitude from the staff member, who was involved in both the initial and subsequent visits. His refusal to provide clear guidance, along with his condescending and indifferent demeanor, was both unprofessional and deeply disrespectful. I also encountered three supervisors, all of whom dismissed my concerns without thoroughly reviewing the situation or demonstrating empathy.nn3. Failure to Honor Promised Timelines:nAfter being assured that my child’s passport would be ready by March 28, we arrived as instructed, only to be denied the document on baseless grounds. We were told additional documents were missing—even though they had been reviewed and approved by another staff member.nn4. Negligent Communication and Document Handling:nDespite the expedited processing, the passport was only issued on April 2 and not released until April 9—after I returned for the sixth time. No notification call was received. Additionally, the legal documents I submitted were initially misplaced by staff, despite my clear request on March 26 to retrieve them once reviewed. I was later informed they had been found and requested they be mailed to my home to avoid a seventh visit.nnThe legal documents promised to be return to me by the passport center on April 9th have not been received yet.nnThis entire process—from March 12 to April 9—has caused significant emotional harm to my child and me.nnTherefore, I respectfully request the following actions:nn- A formal written apology from the Surrey Passport Service Centre.n- A full internal review of the conduct of the involved staff members.n- The development and enforcement of clear and publicly available documentation guidelines, to ensure consistent expectations and fairness for all applicants.n- A refund of the $107 expedited processing fee, which failed to deliver the promised service.n- Reasonable compensation for the stress, time loss, and financial impact caused by the repeated failures and mishandling of this application.nnCanada’s public service system is built on the principles of transparency, equity, and professionalism. What I experienced at the Surrey Passport Service Centre fell far below these standards. I hope this matter will be addressed promptly and taken seriously to prevent similar experiences for others in the future.nnI hope I can receive a formal response within 14 business days.nnSincerely,nnYU YU WANG
I had a great experience at the passport office today. Arrived at 9 AM and completed the entire process in just 1 hour and 15 minutes. The first agent quickly spotted a mistake and two missing sections in my form. She was polite, professional, and very efficient. After waiting about 50 minutes, I submitted my documents at counter 13 and was told to take a seat while my documents were scanned. About 10 minutes later, was called up again for payment at the same counter. The agent was pleasant, polite, and clearly explained the process, including when and how to pick up my passport. The additional $20 fee was reasonable, and for non-urgent travel, my passport will be ready in just 14 days. Excellent service overall!
The staff were super friendly and efficient, which I really appreciated.nnHowever, I have to knock off a couple of stars for the inconsistent experience:nnThere’s a sign outside the office that says to wait outside the mall doors before opening. I also read reviews saying that if you didn’t, you’d be sent to the back of the line. Wanting to follow the rules, I arrived at 7:30AM on a Monday and waited outside, even though I noticed some people lining up inside.nnWhen mall security opened the doors at 8AM, a Service Canada worker led us in. There were about 20 of us outside and 10 people inside—yet those inside weren’t sent to the back of the line.nnThe inconsistency is frustrating. If the rule isn’t going to be enforced, the sign shouldn’t be there in the first place.nnThat said, I was 19th in line and still got out before 9AM, so I’m happy with how quickly things moved once inside.
I read somewhere that Mondays and Fridays are the busiest days. However, I needed to run some errands that placed the center almost on the way, so I decided to try to submit my renewal on Monday.nnI arrived around 1:30 p.m. The wait time was advertised on the website as 2 hours and 15 minutes.nFirst, I needed to stand in one line to have my documents checked and to get a number. That took 15 min to half an hour.nI was told to expect a 1.5-hour wait from that point.nnI left to do my errands for approximately 1.5 hours and came back maybe 10 minutes after 3 p.m. I still needed to wait until 3:50 for my turn. At that time, the clerk took my payment, validated the documents once again, and signed my form.nnI think all staff members were friendly and performed their duties to the best of their abilities.nnI have an issue with how their work is organized. Why not have people simply pick the next number and, instead of wasting time on preliminary reviews, have everyone perform the final review and acceptance only?nnSince I opted to pick up my passport, I had to pay an extra $20. I don’t think this is fair, especially when a postal strike is ongoing.nnThe positives of this specific site:n1. It is in a mall, so you can shop or window-shop while waiting.n2. The wait time estimates are pretty good, with maybe a quarter-hour precision.n3. You don’t have to pay for parking.nnUpdate: I picked up my passport also on a Monday. I went there just after 3 PM. My wait time was approximately 15 min. After 20 min I was done.nNote: I purposely avoided early morning and lunchtime when more people are likely to come.
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Eastbound Old Yale Rd @ University Dr 240 meters
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Northbound University Dr @ Old Yale Rd 250 meters
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Surrey Central Station @ Bay 1 Unloading Only 250 meters
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Surrey Central Station @ Bay 2 250 meters
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Surrey Central Station @ Bay 3 260 meters
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