Written Answers Nos. 127-129
127. Deputy Holly Cairns asked the Tánaiste and Minister for Foreign Affairs the reason there is no phone line available for the travel emergency section of his Department; how individuals experiencing travel emergencies who cannot operate email are able to engage with this section; and if he will make a statement on the matter. [8002/24]
View answerThe Customer Service Hub is available to answer applicants’ questions by phone or webchat, Monday to Friday from 9am – 4.30pm. Agents can be contacted at 01 671 1633 (Passports) or 01 568 3331 (Foreign Birth Registration) or via the WebChat service.
The Customer Service Hub handled over 615,000 queries in 2023.
Currently, 100% of calls to the Customer Service Hub are being answered and customers can easily access the information they need through the Hub. The Customer Service Hub responds to an average of 10,000 queries per week.
In the event of sudden bereavement or serious illness of a family member abroad, the applicant should contact the Passport Office and advise them of the issue. Priority is given to these applications by the Passport Service.
In the event that such an occurrence should happen out of office hours, the applicant should contact the Department of Foreign Affairs on 01 408 2000 and request to speak to the Duty Officer. The Duty Officer will advise the applicant in full of the correct procedure.
All passport applications are issued in accordance with the Passport Act 2008. In processing the application, the Passport Service has to establish the identity of the applicant and their entitlement to citizenship under the Irish Nationality and Citizenship Act.
In such cases of travel emergencies, the Passport Service will require proof of the emergency. As a result, this means that email is frequently used to send and received the required documentation.
The public offices of the Passport Service in Dublin 2 and in Cork operate a four-day Urgent Appointment service for renewal applicants. The Dublin office also offers a one-day Urgent Appointment service. Applicants who have already submitted a Post Passport application can book an urgent appointment and visit the Passport Service office to apply for a passport. Once a passport has been issued, their original application will be cancelled and the fee will be refunded.
128. Deputy Niamh Smyth asked the Tánaiste and Minister for Foreign Affairs for an update on passport applications and processing times presently; if these are expected to change coming into the holiday season; how many applications were processed to date this year; how many are outstanding and currently in waiting; and if he will make a statement on the matter. [8025/24]
View answerThe Passport Service is successfully meeting high demand for passports with turnaround times at or well-ahead of target and no backlogs.
In 2023, over 1 million applications were received and over 950,000 passports were issued. So far in 2024, the Passport Service has issued over 143,400 passports.
There are currently over 143,600 passport applications in the system. However, 54% of these applications are pending further action by the applicant.
The current passport turnaround times are:
• 10 working days for simple adult online renewals (currently issuing in 2-6 days)
• 15 working days for complex or child online renewals (currently issuing in 6 days)
• 20 working days for first time online applications (currently issuing in 18-19 days)
• 8 weeks for Post Passport (paper) applications
The Passport Service is well-resourced to meet forecasted demand for 2024. My Department has implemented a staffing plan to ensure that excellent customer service is maintained throughout periods of peak demand and is continuing to work to increase resources within the service.
My Department is currently running an extensive communications campaign to encourage passport applicants to apply early and to apply online. This campaign has been very successful in increasing the numbers of applications received in January and February 2024 which will help to ensure that those citizens who need to renew their passport this year or apply for a passport for a child will have their passports well before the traditional holiday season peak.
The Passport Online service offers Irish citizens the ability to apply online for their passport 24 hours a day, 7 days a week. It is a user-friendly, efficient service that consistently offers processing times up to 4 times faster than paper-based passport renewal applications. 99.9% of all first-time and renewal applicants worldwide can apply now online.
Currently, 100% of calls to the Customer Service Hub are being answered and customers can easily access the information they need through the Hub. The Customer Service Hub responds to an average of 10,000 queries per week.
The public offices of the Passport Service in Dublin 2 and in Cork operate a four-day Urgent Appointment service for renewal applicants. The Dublin office also offers a one-day Urgent Appointment service.
2024 is expected to be another busy year for the Passport Service and the Passport Service is in an excellent position to meet the demand forecasted for this year.
I would ask the Deputy to encourage his constituents to apply for their passports through Passport Online, as the quickest, easiest and most cost effective way to apply for a passport.
129. Deputy Jim O'Callaghan asked the Tánaiste and Minister for Foreign Affairs to outline what was discussed at his meeting with UNRWA recently; whether extra money will be allocated; and if he will make a statement on the matter. [8069/24]
View answerOn 15 February 2024, I met with the head of the United Nations Relief and Works Agency (UNRWA), Commissioner-General Philippe Lazzarini, in Dublin to discuss the organisation’s role in addressing the humanitarian catastrophe resulting from the current conflict in the Middle East.
During this meeting, I conveyed Ireland’s deep appreciation for the invaluable humanitarian work of the agency and acknowledged UNRWA’s stabilising role in the region. I offered my condolences for the 154 UNRWA employees killed in Gaza since 7 October 2023. The Commissioner-General and I discussed the very serious allegations against 12 UNRWA employees and I expressed my support for his decision to immediately terminate the contracts of those accused as well for the establishment of an Independent Body of Review by the Secretary-General of the United Nations. This body is led by former French Foreign Minister Catherine Colonna and I look forward to its report.
Following the meeting, I announced €20 million in support for UNRWA for its work providing assistance to Palestinian refugees in Gaza and across the Middle East region. This €20 million will both support UNRWA’s life-saving work in Gaza and help address UNRWA’s critical funding crisis, which jeopardises support for 5.9 million Palestinians across the region.
Ireland continues to support the role played by UNRWA in delivering services to the population of the Gaza Strip. I call on countries that have made decisions to suspend funding for UNRWA to reverse those decisions and urge the European Commission to release funding on time.
