Dáil Éireann Debate, Tuesday - 27 July 2021
851. Deputy John Brady asked the Minister for Foreign Affairs if he will set up a direct inquiry line for the passport office for Deputies; the current procedure for Deputies' representations; and if he will make a statement on the matter. [40237/21]
View answerMy Department takes the quality and standard of our interactions with the public and their elected representatives very seriously. Whether it is through the provision of consular or passport services to Irish citizens, at home and abroad, or answering queries from members of the public or their elected representatives, my Department has produced several policies underpinning its desire to provide excellent customer service.
Deputies with specific queries regarding passport applications can be directed in the first instance to Minister Coveney at Minister@dfa.ie or via Parliamentary Question for appropriate response.
Interactions through correspondence, with members of the Oireachtas and members of the public, are primarily governed by my Department's Customer Service Charter. It outlines my Department’s commitment to:
- Being responsive and professional in dealing with all correspondence,
- Treating everyone fairly and impartially,
- Using clear and simple language in all communications,
- Dealing with enquiries efficiently,
- Respecting privacy and confidential information.
The Customer Service Action Plan of my Department provides greater detail on the expected standards for acknowledgement of correspondence. As set out in this Plan, my Department endeavours to acknowledge all correspondence, be it from a member of the public or a member of the Oireachtas within ten days.
