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Passport Service - Complaints and Appeals Procedures

Complaints Procedure

1. Customers can submit a complaint in writing via any one of the following three methods:

  • By Letter: Complaints can be sent to Corporate Support Unit, Passport Office, 42 – 47 Lr. Mount Street, Dublin 2.
  • Online: Complaints can be submitted via online feedback form which is located on the Frequently Asked Questions section of the DFA website - https://www.dfa.ie/passports-citizenship/top-passport-questions/ppo-feedback/
  • By Email: Complaints can be emailed to Passport[dot]Complaints[at]dfa[dot]ie

2. The Passport Service will aim to acknowledge receipt of complaints within 24 hours of the next working day.

3. The complaints officer in each location will issue a substantive reply within 20 working days of receipt of the complaint.

4. Should the complainant be dissatisfied with the reply, the complaint may be escalated to the Customer Service Officer, Department of Foreign Affairs and Trade, 76 – 78 Harcourt Street, Dublin 2 or email customer.service[at]dfa[dot]ie

Passport Appeals Procedure in cases of decisions to refuse or cancel/revoke a passport

Section 19 of the Passports Act 2008 provides for the creation of an independent Passport Appeals Officer, to whom a person not satisfied with the decision of the Passport Service in relation to their application may apply (e.g. in the case of a decision to refuse or cancel/ revoke a passport).

The Appeals Officer may (i) uphold the decision or (ii) recommend that the Passport Service set its decision aside. The Appeals Officer writes to both the appellant and the Passport Service with his/ her determination.

If the Passport Service decides not to accept the recommendation of the Appeals Officer, the Passport Service should notify the Appeals Officer and appellant of this decision, and the grounds for it, in writing.

If a person wishes to appeal a decision of the Passport Service, they should make a request in writing to:

Mr David Barry
Passport Appeals Officer
Department of Foreign Affairs & Trade
80 St. Stephen’s Green Dublin 2
Ireland

Decisions on refusals of applications on citizenship grounds are outside the remit of the Appeals Officer and should be directed to the Department of Justice and Equality, which has responsibility for citizenship maters.

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