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It's not just the passport office. Unfortunately, this kind of attitude can be seen in many government institutions in Sri Lanka, including government hospitals. People deserve to be treated with respect and kindness when accessing public services.
Last week I went with my mother to renew her passport to kandy office, we were there in the queue for than 4 hours and our token number was 128 , first one officer investigated all the documents at 8:30 am and he send all the documents to 2nd floor there another officer she checked the documents and gave another token number of 3200 or something around 10:30 am she said go down and wait we will call the token number like that after 1 hour they called us for fingerprint and payment, when my mother went to keep the fingerprint there were 2 officers inside they were saying that my mothers face cannot be recognised through her NIC as her face is not clear and they rejected and said to go and take a new NIC and come at 1pm. I asked them I have come to renew the passport not to take for the first time in her old passports her face is very much visible and in her old passports the NIC number also very much clear so what’s the logic in it to renew the NIC? What’s the system behind this ?? Very much disappointed 😢 one day fully wasted cannot argue with them nah so we came back they thinks that what they says that’s the rule !! So now renewing my mothers passport is a dream 💔 now I should waste another 2 days to renew Her NIC cannot do it in kandy also should go to Kurunegala/ colombo after that again we need to come say in the queue and submit and again they will check documents and submit?? What a system😏😏😏