Dáil Éireann Debate, Thursday - 14 May 2026
162. Deputy Ken O'Flynn asked the Minister for Foreign Affairs and Trade whether the Passport Service records the median processing time for first-time passport applications; and if so, to provide the median processing time in each of the past five years, disaggregated by online and paper applications. [36094/26]
Amharc ar fhreagra163. Deputy Ken O'Flynn asked the Minister for Foreign Affairs and Trade whether the Passport Service records the percentage of first-time passport applications completed within the advertised 20 working day turnaround target; and if so, to provide the annual compliance rate for each of the past five years. [36095/26]
Amharc ar fhreagra164. Deputy Ken O'Flynn asked the Minister for Foreign Affairs and Trade the number of first-time passport applications in each of the past five years which exceeded 20 working days for processing; the number exceeding 40 working days; and the longest recorded processing time in each year. [36096/26]
Amharc ar fhreagra165. Deputy Ken O'Flynn asked the Minister for Foreign Affairs and Trade whether any internal review has examined the causes of delays in first-time passport applications arising from documentation verification, witness verification, or citizenship validation processes; and if so, to provide a summary of findings and recommendations. [36097/26]
Amharc ar fhreagra166. Deputy Ken O'Flynn asked the Minister for Foreign Affairs and Trade whether the Passport Service maintains any internal escalation protocol for first-time passport applications delayed beyond standard turnaround times; and if so, to provide details. [36098/26]
Amharc ar fhreagra167. Deputy Ken O'Flynn asked the Minister for Foreign Affairs and Trade whether the Passport Service records the number of requests for urgent return of supporting documentation from applicants; and if so, to provide annual figures for the past five years. [36099/26]
Amharc ar fhreagra168. Deputy Ken O'Flynn asked the Minister for Foreign Affairs and Trade the number of complaints received by the Passport Service in each of the past five years relating to delays, lost documentation, communication failures, or document return issues in respect of first-time passport applications. [36100/26]
Amharc ar fhreagra169. Deputy Ken O'Flynn asked the Minister for Foreign Affairs and Trade whether any service improvement targets have been set for reducing turnaround times for first-time passport applications in 2026 and 2027; and if so, to provide details. [36101/26]
Amharc ar fhreagraI propose to take Questions Nos. 162 to 169, inclusive, together.
The Passport Service is meeting high demand for passports and has issued over 375,000 passports to date in 2026. The percentage of applicants using Passport Online has increased from 93% in 2025 to 96% to date in 2026.
The current advertised passport processing times for first time applications through Passport Online is 20 working days. This is a significant decrease in processing time from 2022, when turnaround time for first time applications was 40 working days. The Passport Service aims to meet its advertised turnaround time annually and is currently processing domestic first time applications well within turnaround times.
First-time applications are the most complex to process as they are, in essence, a verification of Irish citizenship. As such, a rigorous process is in place to validate the identity of applicants and to confirm their citizenship status.
It is important to note that the turnaround time begins when the required supporting documents are received by the Passport Service. Applications that are incorrect or incomplete and require additional input from the applicant, will take longer to process. Applications that exceed advertised turnaround times are escalated for processing within the system.
The Passport Service takes its responsibility to protect the integrity of the Irish passport very seriously. The Irish passport has a strong international reputation due to the strength of the security features within the passport book and the robust processes involved in its issuance. The Irish passport was recently ranked fourth in the Henley Global Passport Index as it provides our citizens with visa-free access to 185 countries.
My Department engages in comprehensive workforce planning and workload management processes, based on forecasted demand for passports. Due to my Department’s vigilant monitoring of passport applications and proactive management of resources, the Passport Service is in an excellent position to meet forecasted demand for 2026.
The Passport Service currently employs a total of 834 staff, which represents 97% of the approved staffing target for this year.
The Passport Service continually reviews its internal processes along with levels of demand on a daily basis and offers overtime to staff when necessary to meet demand, avoid delays and prevent backlogs.
As outlined on the cover sheet that applicants receive with their new passport, where original documents have been submitted to the Passport Service in support of an application, the Passport Service will return these documents separately to the new passport, within 15 working days after the passport application is processed.
The Passport Service has a system in place whereby applicants who require their supporting documents to be returned urgently can request this. In such a case, the applicant can receive their documents back in advance of their new passport being issued.
The Passport Service has a formal complaints procedure that provides customers an opportunity to give feedback on the quality of the service they receive. The Passport Service is committed to providing a high quality, effective service to all of our customers and welcomes feedback on how the service can be improved.
The Customer Complaints portal launched in 2023, following engagement with the Ombudsman bringing the Passport Service into line with the Department’s Statement of Strategy and Digital Transformation Strategy, as well as the broader Digital First elements of the Civil Service Renewal Plan.
Customers can also submit a complaint in writing to: Passport Complaints, Knockmaun House, 42-47, Lower Mount Street, Dublin 2, D02 TN83, or online: ppscomplaints.dfa.ie/complaints-welcome/
The Passport Service aims to resolve complaints as promptly as possible. Each complaint is examined upon receipt and acknowledged. The complaint will then be investigated and a response issued in writing.
Further details of the Passport Service complaints procedure can be found on my Department's website – www.ireland.ie/en/dfa/passports/ppo-complaints-appeals/
Should assistance be required with an application, Customer Service agents are available by phone and webchat services from Monday to Friday, 9 a.m. to 4.30 p.m. The Customer Service Hub can be contacted at +353 1 671 1633, or via the WebChat service: www.ireland.ie/en/dfa/passports/contact-us/
In the time allowed, it has not been possible to collate all of the information requested by the Deputy. I will follow up with a response with the additional data requested in the coming days.
