I propose to take Questions Nos. 285 and 311 together.
Members of the Oireachtas, as elected representatives, can make formal representations to me in relation to the passport applications by submitting enquiries directly to my office.
In addition to this formal representation channel, in October 2021, the Passport Service established a temporary phone line to respond to Oireachtas Members' queries on urgent passport cases.
In each case raised by an Oireachtas Member, whether it be as a formal representation or a phone call through the Oireachtas line, the Passport Service reviews the application in question. However, applications can only be expedited in cases of genuine emergency such as a need for urgent medical treatment overseas or the death of a family member abroad. Such applications are expedited through the Travel Emergency service.
In cases where the estimated issue-by date has passed and all required supporting documents have been submitted, the Passport Service will prioritise the application to ensure that no further delay is experienced.
Passport applicants can also track the status of their passport application online via the Passport Tracker which is available on my Department's website - www.dfa.ie/passporttracking/. The information on the tracker has recently been upgraded, and is an excellent guide as to where an application is in the system.
Passport Service staff on the Oireachtas Line receive comprehensive general Passport Service training, as well as customer service training. Staff provide assistance within the agreed parameters as set out in my communication to Oireachtas colleagues on 19 October 2021.
Staff on the Oireachtas Line continue to work productively under increasing pressure. They are dealing with record numbers of calls and queries every week and have handled over 12,200 queries from Members since the beginning of this year.
The Passport Service Oireachtas Line team currently consists of one team lead and six customer service officers.
