Dáil Éireann Debate, Tuesday - 26 May 2026
250. Deputy Ken O'Flynn asked the Minister for Foreign Affairs and Trade whether the Passport Service centrally categorises customer complaints by issue type including delays, communication failures, lost documentation, delayed document returns or application handling errors; and if so, to provide annual figures by category for each year since 2020. [39232/26]
Amharc ar fhreagraThe Passport Service is meeting high demand for passports and has issued over 400,000 passports to date in 2026.
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 submit a complaint through the portal at: ppscomplaints.dfa.ie/complaints-welcome/ or in writing to: Passport Complaints, Knockmaun House, 42-47, Lower Mount Street, Dublin 2, D02 TN83.
Since the launch of the portal, the Passport Service has maintained records of complaints broken down by the following categories: cancellation issue; customer service issue; delay in processing; inaccurate information; loss/damage of documents; payment issue; refund issue; other issues.
|
YEAR |
Cancellation issue |
Customer service issue |
Delay in processing |
Inaccurate information |
Loss/Damage of documents |
Payment issue |
Refund issue |
Other issues |
TOTAL |
|
Aug - Dec 2023 |
16 |
29 |
72 |
19 |
26 |
1 |
3 |
104 |
270 |
|
2024 |
189 |
566 |
2,410 |
486 |
465 |
42 |
173 |
90 |
4,421 |
|
2025 |
231 |
448 |
1,559 |
489 |
431 |
20 |
117 |
16 |
3,311 |
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/.
