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Counter services at the ICA Building will be strictly for selected services that cannot be done or completed online or by appointment only

Members of the public should continue to use ICA's e-Services available at MyICA. Please refer to section "Services offered online" below for the list of available e-Services.


Entry into ICA Building for selected services or by appointment only

ICA counter services will be available only for services that cannot be done or completed online.

If you have made an application earlier, and the application process requires you to come to the ICA Building, you will need to book an appointment via the e-Appointment service or through the eAPPT@ICA mobile application. Please refer to Appendix for the list of services for which you can obtain an appointment through e-Appointment.

Those who had earlier made appointments that were scheduled during the Circuit Breaker Period but could not visit the ICA Building to attend their appointments due to restricted counter services then, should reschedule their appointments through e-Appointment.

For services that are not available online or via the e-Appointment Service, you may come to the ICA Building. Please refer to Appendix for services that are not available online or via the e-Appointment service.

Members of the public with an appointment are advised to arrive at the ICA Building within 15 minutes of their appointment time.

You should visit ICA Building on your own, unless specified. The elderly, young children, and those who require special assistance, e.g. wheelchair-bound persons, can be accompanied by one other person.

We seek your understanding and cooperation on adhering to the Safe Distancing Measures in place at the ICA Building.

Use of SafeEntry at ICA Building

All visitors to the ICA Building will need to check in using SafeEntry, and will only be allowed entry if they:

  1. Are currently not under a Quarantine Order or Stay-Home Notice,
  2. Have not had close contact with a confirmed COVID-19 case in the past 14 days[1]; and
  3. Do not have a fever or any flu-like symptoms.

[1] not applicable to COVID-19 frontline workers


Extension of deadlines and validity of certain services and products

Applicants should avoid rushing to the ICA Building in the immediate post-Circuit Breaker period. For applicants’ convenience and safety:

  1. The deadline for collection of all uncollected passports and identity cards (ICs) has been extended to 30 September 2020; and
  2. For Long-Term Visit Pass applicants who were unable to complete their applications during the Circuit Breaker period, the validity of their in-principle approvals has been extended till 1 September 2020.

One-off delivery of ICs and passports

ICA will arrange delivery of the IC and passport to residents who have registered an IC under mandatory/optional IC re-registration, or applied for a passport to replace an expiring passport after receiving ICA's notification letter, between 1 January and 31 May 2020, and have not collected their IC or passport because of the Circuit Breaker. This will help to minimise the number of visitors to the ICA Building. Applicants will not be charged for this one-off delivery service.

ICA is in the process of arranging for the delivery service. We will contact all affected applicants and provide them with the details of this service from mid-June to end July 2020. In the event that they have yet to hear from ICA but need to collect their document urgently, they may do so by making an appointment via e-Appointment.


Extension of stay for foreigners

All foreigners in Singapore must ensure that they have valid Short-Term Visit Passes, otherwise they would commit an offence of overstaying. Those who wish to extend their stay in Singapore must submit an online application to extend their Pass. They are advised to do so at least seven days before the expiry of their Pass.


Advisory

Our call centre services will continue to be available. Members of the public should use ICA e-Services via MyICA wherever possible, and defer all non-urgent visits to the ICA Building.


Frequently Asked Questions

    Making an appointment to enter the ICA Building

  1. [Updated] Has ICA resumed all services at the ICA Building?
    ICA has resumed counter services at the ICA Building in a limited and controlled manner. Access to these counter services are strictly for selected services that cannot be done or completed online or by e-Appointment only. ICA strongly urges members of the public to continue using ICA's e-Services via MyICA, and to defer all non-urgent visits to the ICA Building.
  2. [Updated] What will happen if I turn up at the ICA Building without an e-Appointment?
    You may be turned away if you visit the ICA Building without an e-Appointment or for services that can be done or completed online. Please refer to the Appendix for services that are not available online or via the e-Appointment service.
  3. There are no available e-Appointment dates that i prefer and I need to complete my formalities or collect my passport/IC urgently. What can I do?
    In view of the urgency to complete your formalities or collect your passport/IC, we encourage you to obtain another available e-Appointment date. We seek your understanding that ICA will need to resume our counter services in a limited and controlled manner for your safety.
  4. I have made an appointment to complete a transaction at the ICA Building. Due to mobility issues, I need to bring someone/domestic helper to assist me. Can I bring them along? Is there a limit to the number of people I can bring along to the ICA Building?
    Persons who have a permission letter/email or an e-Appointment booking should visit the ICA Building on their own, unless otherwise specified. However, the elderly, young children, and those who require special assistance, e.g. wheelchair-bound persons, can be accompanied by one other person.

    One-off delivery of passport/IC

  5. How do I know when ICA will deliver my passport/IC and how is the delivery done?
    ICA is in the process of arranging for the delivery services and will contact all affected applicants on their eligibility for this service from mid-June 2020 to end July 2020. You will be notified in advance of the delivery and your documents will be packed in a secured, sealed package bearing the ICA logo. The courier service personnel will verify the identity of the recipient by sighting his/her identity documents and confirming that he/she resides in the same household. The courier service personnel will record the name and last 4 digits of their identification number, as well as require the recipient to acknowledge receipt of the document. There will be no collection of monies for the delivery. Precautions, such as wearing of masks and safe distancing, will be observed by the courier service personnel.
  6. I have applied for my passport/IC between 1 January and 31 May 2020. How do I know that I am eligible for this one-off delivery?
    ICA will contact you from mid-June 2020 to end July 2020 if you are eligible for this one-off delivery. In the event that you have yet to hear from ICA but need to collect your document(s) urgently, you may do so by making an appointment via ICA's e-Appointment Service. You will then need to turn up personally to collect your document at the ICA Building or post offices. Please note that SingPost collects a service fee of $10 for passport and $6 for IC from applicants who collect their documents at the post offices.
  7. I have recently made an e-Appointment to collect my passport/IC in June 2020. I am now informed that I am eligible for the one-off delivery service. Do I proceed with my appointment to collect in person?
    If you require your passport/IC urgently, you can proceed with the collection in person, as per your e-Appointment. If you do not have an urgent need for the passport/IC, you can cancel the e-Appointment and wait for your passport/IC to be delivered to you.
  8. I am eligible for the one-off delivery service but wish to collect my passport/IC in person at ICA as I need them urgently. Can I still make an e-Appointment to collect my document in person at the ICA Building or post office?
    If you have an urgent need for the passport/IC and cannot wait for it to be delivered to you, you can make an appointment via ICA's e-Appointment Service to collect the document in person at the ICA Building or post offices. Please note that SingPost collects a service fee of $10 for passport and $6 for IC from applicants who collect their documents at the post offices.
  9. Do I need to pay for a fee for this one-off delivery of my passport/IC?
    This one-off delivery is free of charge. You do not have to pay a fee.
  10. Will I be informed of the delivery date so that I can ensure that either my family member or I will be at home to receive it? Can I select my own preferred date for the delivery?
    You will be informed of the date of delivery of your document. We regret that we are unable to allow selection of delivery dates. If you are unable to receive the documents during the period, you can make an e-Appointment to collect the document at the ICA Building or post offices. Please note that SingPost collects a service fee of $10 for passport and $6 for IC from applicants who collect their documents at the post offices.
  11. I need to collect my passport along with that of my family member/s. I am informed that I am eligible for the one-off delivery service but my family member is not. Can ICA allow all our documents to be delivered to our home together?
    ICA will arrange delivery of the IC and passports to residents who have applied for an IC under mandatory/ optional IC re-registration, or applied for a passport to replace an existing passport after receiving ICA's notification letter, between 1 January and 31 May 2020, and have not collected their IC or passport because of the Circuit Breaker. Your family member is not eligible for the delivery service as ICA may need further face-to-face checks with him/her, before he/she can collect his/her passport/IC. For example, for those who have lost their passport/IC, ICA would require them to come personally to the ICA Building to provide relevant documents such as the Police report.
  12. Can a non-family member (e.g. friend) who lives in the same address as me (as indicated in my friend’s IC) receive my passport/IC for me, when it is delivered to my address through ICA's one-off delivery service?
    Yes, this is possible. A person residing in the same address may collect on behalf of the document holder. He/she must be able to produce both yours and his/her identity documents to the courier service personnel for verification. He/she will also be required to sign for/ acknowledge receipt of the document. For record and audit purposes, the name and last 4 digits of his/her IC number will also be recorded.
  13. What do I do with my existing passport/IC once I have received the new passport/IC from the courier service?
    Once you have received the new passport/IC, please invalidate the old passport/IC by cutting the corner of your old document. These documents would also be invalidated in our systems. Please do not use them anymore.
  14. My disabled family member needs to collect his/her passport/IC. I am informed that he/she is not eligible for the one-off delivery service. Can ICA make an exception to deliver the passport/IC to our home?
    ICA will assess on a case-by-case basis for those with genuine needs, if they are ineligible for the one-off delivery service.
  15. For passport/IC applications received after 31 May 2020, will ICA consider extending the same delivery service?
    This delivery service is only meant for those who have applied for an IC under mandatory/ optional IC re-registration or applied for a passport to replace an expiring passport after receiving ICA’s notification letter, between 1 January and 31 May 2020. Many of these applicants were unable to collect their documents as the e-Appointment Service was suspended during the Circuit Breaker period. To minimise the visits to ICA Building after 2 June 2020, we are arranging a one-off delivery of the documents to these applicants. Applications received after 31 May 2020 will need to make an appointment via ICA’s e-Appointment Service to collect their documents at the ICA Building or post offices. Please note that SingPost collects a service fee of $10 for passport and $6 for IC from applicants who collect their documents at the post offices.

    Online transactions

  16. Where can a person without Internet access or who is having difficulty with the applications online get assistance on immigration/citizenship matters?
    Applicants can get their family members or friends to assist with their online applications, or for certain services, apply on their behalf via MyICA.
  17. I have yet to receive an outcome to my online application. What should I do?
    The processing time for applications has been affected due to the Circuit Breaker. We seek your patience and understanding.

    Others

  18. Will operations at the checkpoints be affected by the post-Circuit Breaker measures at ICA Building?
    All of ICA’s checkpoints remain in operation.