Dáil Éireann Debate, Thursday - 9 July 2026
322. Deputy Jennifer Whitmore asked the Minister for Justice, Home Affairs and Migration whether emergency requests submitted through the immigration customer service portal are reviewed; the service standard that applies to such requests; the escalation mechanism that exists where no response is received; and if he will make a statement on the matter. [52402/26]
View answerI understand the Deputy is referring to a request to expedite a visit visa people through the Customer Service Portal.
In line with a Programme for Government commitment to significantly enhance the delivery of public services digitally, my Department introduced a centralised customer service unit, supported by a Digital Customer Service Portal, to offer a modern customer contact centre to immigration applicants.
The Customer Service Portal went live in October 2024, and is a self-service portal that enables applicants to check their immigration application status, book first-time registration appointments, and submit queries. The Customer Service Portal is now the primary avenue to communicate with my Department's immigration function which is committed to providing the best possible service to applicants.
When an individual requests to have their visa expedited due to exceptional circumstances, they will need to explain their circumstances and the urgent need to travel. All such requests are prioritised and considered on a case-by-case basis. The person concerned can also engage with the relevant Embassy of Ireland, explaining the nature of the emergency and provide any documentary evidence that may be available to them. A full list of Irish embassies is available at the following link: www.ireland.ie/en/dfa/embassies/
Further details on how to submit a query to the Registration Office can be found at the following link: www.irishimmigration.ie/registering-your-immigration-permission/submitting-registration-or-renewal-queries/
My Department continues to monitor customer experience and is committed to its continuous improvement. The functionality of all our online platforms are under constant review.
