Customer Service at the Passport Office

The Passport Offices of the Department of Foreign Affairs are committed to delivering a customer focused and secure passport service that meets the needs of Irish citizens. To that end, the development of the passport service is kept under continuous review.

The Customer Service Action Plan for the whole Department of Foreign Affairs is available here (PDF 226kb).

If you have any comments about the service you received from the Passport Office, please write to:

Customer Service Manager
Passport Office
Department of Foreign Affairs
Molesworth Street
Dublin 2

Contacting the Passport Office

Dublin
Enquiries -Tel. 01 671 1633 or LoCall 1890 426 888. Fax 01 671 1092
Enquiries -If telephoning from Northern Ireland - LoCall 0845 8504321
24-hour Recorded information Service - Lo Call 1890 426 800 or 01 679 7600.
To email PPO Dublin, please click this link.

Cork
Enquiries -Tel. 021 4944 700 or LoCall 1890 426 900. Fax 021 4275770
24-hour Recorded information Service - Lo Call 1890 426 800
To email PPO Cork, please click this link.

Services

People entitled to Irish citizenship and residing in the State can apply for passports through the “Passport Express” service, available at over a thousand post offices throughout the country, which display the ServicePlus logo of An Post.

Post Office staff ensure that requirements in the Checklist section of the application form have been adhered to, collect the passport fee on behalf of the Passport Office and their own administration charge and forward the application to the relevant Passport Office by “Swiftpost”.  A similar express type service is available at more than 70 Post Office branches in Northern Ireland and Great Britain.  The Passport Express is recommended by the Passport Office.

Applications can also be sent by ordinary post or made in person at the Passport Offices or, outside Ireland, to the Irish Embassy/Consulate in the country where the applicant resides. The Passport Offices in Ireland are open to the public Monday to Friday from 09.30 to 16.30.

Service standards

The present standards which the Passport Offices are committed to maintain are:

Quality Service Standards
Publish a statement that outlines the nature and quality of service which customers can expect and display it prominently at the point of service delivery.

Equality/Diversity
Ensure the rights of equal treatment established by equality legislation and accommodate diversity, so as to contribute to equality for the groups covered by the equality legislation (under the grounds of gender, marital status, family status, sexual orientation, religious belief, age, disability, race and membership of the Traveller Community).

Identify and work to eliminate barriers to access to services for people experiencing poverty and social exclusion and for those facing geographic barriers to services.

Physical Access
Provide clean, accessible public offices that ensure privacy, comply with occupational and safety standards and, as part of this, facilitate access for people with disabilities and others with specific needs.

Information
Take a proactive approach in providing information that is clear, timely and accurate, is available at all points of contact, and meets the requirements of people with special needs. Ensure that the potential offered by Information Technology is fully availed of and that the Information available on public services websites follows the guidelines on web publication.

Continue the drive for simplification of rules, regulations, forms, information leaflets and procedures.

Timelines and Courtesy
Deliver quality services with courtesy, sensitivity and the minimum delay, fostering a climate of mutual respect between provider and customer.

Give contact names in all communications to ensure ease of ongoing transactions.

Complaints
Provide a well-publicised, accessible, transparent and simple-to-use system for dealing with complaints about the quality of service provided.

Appeals
Maintain a formal, well-publicised, accessible, transparent and simple-to-use system of appeal/review for customers who are dissatisfied with decisions in relation to complaints about service.

Consultation and Evaluation
Provide a structured approach to meaningful consultation with, and participation by, the customer in relation to the development, delivery and review of services. Ensure meaningful evaluation of service delivery.

Choice
Provide choice, where feasible, in service delivery including payment methods, location of contact points, opening hours and delivery times. Use available and developing technologies to ensure maximum access and choice and quality of delivery.

Official Languages Equality
Provide quality service through Irish and/or bilingually and inform customers of their right to choose to be dealt with through one or other of the official languages.

Better Co-ordination
Foster a more co-ordinated and integrated approach to delivery of public services.

Internal Customer
Ensure staff are recognised as internal customers and that they are properly supported and consulted with regard to service delivery issues.

Further improvements

In October 2006 the Passport Office began issuing the new Irish electronic passport (ePassport). The introduction of the ePassport is a further demonstration of the Government's commitment to the safety and security of Irish travellers, building on the protections introduced in the new passport system in 2004. In addition, under the US visa waiver scheme, participating countries, including Ireland, must be issuing ePassports from 26 October 2006.

Complaints and redress

The Passport Offices are ready to address complaints they receive from customers who are dissatisfied with the quality of service or the way in which it is delivered by them or by an Embassy or Consulate abroad. Any complaint should be made in the first instance to a local supervisor. If the person concerned is not satisfied and wishes to make a formal written complaint he or she may do so by writing to the Customer Service Officer, Passport Office, Molesworth Street, Dublin 2 [or by email through this link].

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