Terrible service, and terrible process.

The only reason I give Hillstar a one star rating is because I can't give it zero stars.

Never in my life have I experienced such contempt from staff at a public office. Several I dealt with had zero customer care. The worst was the person dealing with the eye exam. She was abrupt, verging on rude.

In addition to the above, it is mind boggling that management can't implement a new way to deal to streamline the process for customers. You arrive and have to stand outside in a long queue because every enquirer has to speak to the one and only person working on Reception. This is the same person that hands out forms, check that they are filled in correctly, and makes photocopies. Why have only one person doing this? Get other staff members to help when the queue is very long.

Why not have the forms that people need available in the waiting area? One guy waited 20 minutes only to be told they didn't have the form!

There are so many ways to improve the experience for customers, simply ways that would make a difference, but it seems no one has thought about the customers, as a result, nothing will ever change.

At least I did encounter two staff members that were helpful, but they didn't work on Reception, the eye tests, and were cashiers.