Timeline is Misleading, 2 Business Days = Over a Week I understand they are quite busy and it's a crazy season, there just needs to be more transparency into what their purchased timeframes actually mean. I selected "Next Day" which is advertised as two business days. I submitted on Monday, expecting that two business days would mean I receive my passport renewal Wednesday, or worst case Thursday. Certainly within the week, as I also had to get my visa. I called on Monday and they indicated first thing in the morning someone would provide a shipping label. Called 4 times on Tuesday to ask on the status of the shipping label, even had a promise that the head of the Scheduling department would get it to me by end of day. At 7 pm I called to ask for the status and they said it was a 50/50 chance they would get it to me by even the end of Wednesday. I asked how they planned to hit two business day turnaround when two business days would have passed before they had even received my documents. They said their timeline does not begin until they receive the documents- so really it could be a week or more until they generate a shipping label, it's only 2 business days after they've received the materials that they can turn it around. So 3 business days from when you submit. For those in a crunch, particularly with pre-planned travel, that doesn't do much. I essentially am paying $500 for someone to go into an office for me, with no change in the pace of my passport renewal. Update: Received after 4 business days & into the weekend, missed flight.

Passport renewal is head aches Passport renewal is head aches. If you are planning to travel during the Christmas send your passport now. Because it will take veeeery long time. Maybe 4 month, maybe more. They need more responsible people over there.

Started the process November 4th and… Started the process November 4th and received passport Dec 19th. 45 day process. Not bad when you consider everything that's going on right now with covid-19. However length of time isn't why I dinged them 2 stars. I'll ding 1 star because they never got back to me on a ticket inquiry and I'll ding another star because I did not receive my additional passport card that I paid like 30 dollars extra to receive along with the passport. Not sure if this is a seperate mailing or what but I did not receive it and I will be inquiring about that. I want a refund for the card if they can't get it for me.

Can't find my records????? Even though my passport is still current??? I was notified by Australian Passport Office that my passport is expiring in 6 months. I went online and completed all the questionnaires. Then they asked me to validate my passport and it says they cannot find my records. Then they asked for my citizenship and validate, same issue, they can't find my records. I just used my passport last year and it is still current. Is this supposed to be easy online renewal?

Absolutely the best service Absolutely the best service. The entire process is very carefully spelled out in simple steps, with clear forms and illustrations. The instruction video was also helpful. The price was very reasonable and I was amazed by the fast turnaround. Shipping logistics to and from the company were excellent.