Dáil Éireann Debate, Tuesday - 14 July 2026
572. Deputy Ryan O'Meara asked the Minister for Justice, Home Affairs and Migration the number of queries received via the customer service portal on the immigration portal per month in 2026, in tabular form; and if he will make a statement on the matter. [53534/26]
View answer573. Deputy Ryan O'Meara asked the Minister for Justice, Home Affairs and Migration the number of queries answered via the customer service portal on the immigration portal per month in 2026, in tabular form; and if he will make a statement on the matter. [53535/26]
View answer574. Deputy Ryan O'Meara asked the Minister for Justice, Home Affairs and Migration the average wait time for a query to be answered via the customer service portal on the immigration portal as of July 2026, in tabular form; and if he will make a statement on the matter. [53536/26]
View answer575. Deputy Ryan O'Meara asked the Minister for Justice, Home Affairs and Migration the median wait time for a query to be answered via the customer service portal on the immigration portal as of July 2026, in tabular form; and if he will make a statement on the matter. [53538/26]
View answer576. Deputy Ryan O'Meara asked the Minister for Justice, Home Affairs and Migration the way in which a person can make urgent contact with the registration team via the immigration portal on the customer service portal, given the delays individuals can experience with responses; and if he will make a statement on the matter. [53539/26]
View answerI propose to take Questions Nos. 572 to 576, inclusive, together.
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.
If a person has any queries relating to their immigration permission, renewal application, or need to urgently contact the registration office, they can do so using the Customer Service Portal. The Customer Service Portal can be accessed at the following link: portal.irishimmigration.ie/en/
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/
The table below details the total number of queries received and resolved across all categories by my Department through the Customer Service Portal each month so far in 2026.
|
Month |
Queries received |
Queries resolved |
|
January 2026 |
27,088 |
25,648 |
|
February 2026 |
25,505 |
22,332 |
|
March 2026 |
28,023 |
22,754 |
|
April 2026 |
25,600 |
27,852 |
|
May 2026 |
26,776 |
26,492 |
|
June 2026 |
30,821 |
31,276 |
*Please note, figures are correct at time of issue; however, all statistics may be subject to data cleansing.
As of 01 July 2026, the average response times for queries received in 2026 was 20.5 days, while the median response time was 12.5 days. Response times may vary due to the number of queries on hand, the complexity of the request, the time sensitivity of the query (e.g. emergency travel), and the information and/or documentation provided.
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.
