I propose to take Questions Nos. 248, 249, 250, 251 and 252 together.
There were a total of 42,297 passport applications cancelled in 2021. While the Passport Service records the reason why a passport application may be cancelled this is not done in a way that can be tracked for reporting purposes. Passport Service figures show that 20% of applications currently in the system have no supporting documents attached. The onus is on the applicant to submit the required documents to the Passport Service to enable processing to begin. While the Passport Service makes every effort to contact applicants in such circumstances, their experience is that some applicants can take longer than the allowed time to send in the necessary documents. Applications which are in the system for longer than six months automatically expire. The majority of applications cancelled in 2021 are applications where insufficient documents were submitted within six months of the application being made.
The Passport Service has a formal comments and complaints procedure in place to allow 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. All feedback is dealt with in confidence and in an impartial manner.
Customers can submit a complaint in writing to: Passport Complaints, Knockmaun House, 42-47, Lower Mount Street, Dublin 2, D02 TN83. A postal submission system is deemed the most accessible procedure for all as it facilitates those who do not wish to or are unable to use online facilities. This is currently the only channel through which complaints can be submitted.
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.
If customers remain unhappy with the response, they can refer their complaint to the Office of the Ombudsman.
Further details of the Passport Service complaints procedure can be found on the DFA website - www.dfa.ie/about-us/our-commitments/passport-complaints-and-appeals/.
The Passport Service Customer Service Hub is available to respond to customer queries by phone and webchat. The Customer Service Hub handled over 100,000 queries to date this year and is currently handling over 6,000 customer contacts each week. During times of high demand, there can be delays in getting through to a service agent due to the high volumes of enquiries. The Passport Service webchat is also operational and customers should refresh the page if the icon is grey. A webchat operator is available when the icon is green.
Whilst there are no current plans to provide an email address or an online form for the submission of complaints, the Passport Service will continue to consider ways in which to enhance customer experience in the provision of this essential citizen service.
The number of formal complaints received by the Passport Service in the years 2017-2022 to date are outlined below in tabular form:
Year
|
No. of Passport Service complaints received
|
2017
|
70
|
2018
|
27
|
2019
|
77
|
2020
|
40
|
2021
|
371
|
2022 to date
|
359
|
The number of Freedom of Information requests received by the Passport Service in the years 2018-2022 to date are outlined below in tabular form:
Year
|
No. of Passport Service FOIs received
|
2018
|
59
|
2019
|
51
|
2020
|
31
|
2021
|
54
|
2022 to date
|
25
|
The number of adult and child applications that were received over three months ago are outlined in tabular form below. These numbers include applications that are in the system and are awaiting further action by the applicant.
This table also breaks down the number of online applications that are renewals and first time applications. It's not possible to provide this breakdown for paper applications.
Application type
|
No. of applications in the system over three months
|
Adult online total
|
20,156
|
First time application
|
19,200
|
Renewal
|
956
|
Adult paper
|
2,356
|
Adult total
|
22,512
|
Child online total
|
12,984
|
First time application
|
9,577
|
Renewal
|
3,407
|
Child paper
|
3,016
|
Child total
|
16,000
|