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Our Service Commitment

Our Service Commitment

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

Processing of Application for Immigration Facilities

We will process your application upon receiving all required documents.

We strive to meet the following processing time, but seek your understanding that some applications may take longer to process:

Citizen Services Centre

Births & Deaths

Service	Processing Time
Alteration of Child’s Name	Within the same day
Reporting of Overseas Death	Within 3 working days
Apply for Birth Extract	Within 6 working days
Apply for Death Extract	Within 1 week
Search for Birth/Death Records	Within 3 weeks*

*if required information is provided

Travel Documents

Service	Processing Time
Apply for Passport	Within 2 weeks
Apply for Temporary Travel Document	Within 2 weeks

Identity Cards

Service	Processing Time
IC First Registration (aged 15)*	For school registrants	For non-school registrants
	Within 1 month (after biometrics enrolment in school)	Within the same day (after biometrics enrolment at ICA)
IC Replacement	Within 3 working days
IC Re-registration	Within 7 working days
Change of Residential Address for IC holder	After application submission	After verification of PIN
	For PIN mailer to reach applicant Within 1 week	For address sticker(s) to reach applicant Within 1 week
		Update to ICA’s record Immediate
		Update in databases of public agencies participating in the One-Stop Address Reporting (OSCARS) initiative Within 1 working day
Apply for Asia-Pacific Economic Cooperation (APEC) Business Travel Card	Within 12 months (If all participating economies have granted pre-clearance)

*In person biometrics enrolment is required before processing can commence

Citizenship

Service	Processing Time
Oath-taking for Minors	Within the same day
Right of Entry Endorsement	Within the same day
Apply for Citizenship	Within 12 months

Permanent Resident Services Centre

Service	Processing Time
Apply for Certificate of Identity	Within 3 working days
Re-Entry Permit	Apply / Renew	Transfer
	Within 1 week	Within 3 working days
Apply for Permanent Residence	Within 6 months

Visitor Services Centre

Student's Pass

Service	Processing Time
	Apply		Renew	Transfer
Government/ Government-Aided/ Independent Schools	Within 1 week			Not applicable
Foreign System Schools	Within 1 week
Institutes of Technical Education	Within 1 week
Institutes of Higher Learning	Within 1 week (Within 2 weeks if Visa is required)		Not applicable
Kindergartens and Childcare Centres	Within 2 weeks		Within 1 week
Private Education Institutions (EduTrust and Non-EduTrust)	By EduTrust institutions Within 2 weeks	By Non-Edutrust institutions Within 1 month	Within 1 week

Visa

Service	Processing Time
Apply for Visa	Within 3 working days

Visit Pass

Service	Processing Time
Apply for Extension of Short-Term Visit Pass	Within 3 working days
Pre-Marriage Long-Term Visit Pass Assessment	Within 1 month
Long-Term Visit Pass	Apply / Renew
Long-Term Visit Pass	Within 6 weeks*

*For spouse of Singapore Citizen who did not submit a Pre-Marriage Long-Term Visit Pass Assessment (PMLA), application for LTVP would be processed within 6 months.

Counter Services

You are encouraged to book an appointment with us.

	Waiting Time
With Appointment	We will do our best to keep your waiting time to within 15 minutes of your appointment time, 80% of the time.
Without Appointment*	We strive to attend to you as early as we can. We will do our best to keep your waiting time to within 60 minutes, 80% of the time. We seek your kind understanding that you may have to wait longer during peak periods.

*Where services are strictly by appointment only, walk-ins will only be accepted for urgent cases, on an exceptional basis.

e-Services

We strive to continuously improve and offer you a seamless and intuitive digital service experience that is available anywhere, anytime.

Our core services are available online. Close to 90% of our customers have taken advantage of our online services to conveniently apply for ICA products and facilities.

Start accessing and enjoying the convenience of our e-Services. You may refer to the list of ICA’s available e-Services and the estimated time to complete each transaction.

Feedback/Enquiry

Written Correspondence

Our response time depends on the nature and complexity of the enquiry or feedback.

We will reply to straightforward enquiries and feedback within 3 working days, but may take longer for more complex issues. We will keep you updated if more time is needed.

Written Correspondence	Response Time
Simple, Straightforward Issues	Within 3 working days
Complex Issues	Within 3 weeks

Call Centre

Our call centre offers a 24-hour automated answering service for information on our services and procedural requirements.

If you need to speak to an officer, we strive to answer 80% of calls within 3 minutes.

Our Service Charter

We are committed to perform our duties professionally. In return, please give us a safe environment to work.

It is an offence to threaten, abuse or insult a public servant under section 6 of the Protection from Harassment Act 2014.