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Customer Service

Customer Service Policy

Quality customer service is a key priority for this Department. The Customer Service Charter sets out the level of service you can expect when dealing with us.

We've developed our Customer Service Charter to ensure we consistently deliver the highest standard of service to all our customers, both at home and overseas.

View the Department of Foreign Affairs and Trade’s Customer Service Charter.

Find out more about appealing a Passport decision.

Find out more about the FBR review process.

Find out more about the Authentications appeals process.

Find out more about our Policy on Responding to Unreasonable Communication.

Complaints and Appeal Procedure

If you are not satisfied with the outcome of our complaints and appeal procedure, you can refer the matter to the Ombudsman.

Office of the Ombudsman

18 Lower Leeson Street,
Dublin 2
D02 HE97
Telephone: 01 639 5600
LoCall: 1890 223030

Email the Ombudsman


In our delivery of services to the public we aim to provide high quality services and we comply with the following:

Data Protection Policy

Official Language Policy

Freedom of Information


Legal Disclaimers

Using our information


Protected Disclosures Annual Report

Children First Act 2015

Data protection

We are committed to protecting the personal data you give us in compliance with our obligations under the Data Protection Acts 1988 to 2018 and the General Data Protection Regulation (GDPR).  Please see our Data Privacy Notice and contact details of our Data Protection Officer 

Official Language Act

Request for submissions - the Department of Foreign Affairs and Trade proposes to draft a language scheme in accordance with the Official Languages Act 2003. 

We are committed to the provision of services to citizens in Irish. We work to ensure full compliance with the legislation of the Official Languages Act 2003 . Through our Irish language scheme and customer charter, we seek to ensure the highest standard of service in Irish for citizens who wish to do business with us in Irish.

We are also active in promoting the Irish language within EU institutions too. Through Ireland’s diplomatic network, we facilitate and work with the Department of Arts, Heritage and the Gaeltacht in the promotion of the language more widely overseas through a programme of cultural and academic activities.

20 Year Strategy for the Irish Language 2010 - 2030 : Department of Foreign Affairs.

Freedom of Information

We comply with our obligations under Freedom of Information (FOI) legislation, under which you can access records held by the Department of Foreign Affairs and Trade.

The Freedom of Information Act 2014 allows you to access, to the greatest extent possible, information held by the Department. It gives you the right to have your personal data corrected or updated and to get reasons for decisions taken by the Department that affect you. Read about how you can make an FOI request.


We are committed to helping people with disabilities to access our services. 

Access officer

We have appointed an Access Officer in accordance with section 26 of the Disability Act 2005. The Access Officer is responsible for ensuring that help and advice are given to people with disabilities who wish to access our services.

Email the Access Officer ensuring you state that it is for the attention of the Access Officer.

Alternatively, you can contact the Access Officer as follows:

Access Officer

Human Resources HQ
Department of Foreign Affairs
76-78 Harcourt Street
Dublin 2
D02 DX45

Tel: 01 408 2000

Inquiry officer

Our Inquiry Officer will investigate any complaints made under section 38 of the Disability Act.

Our Inquiry Officer is Ken Mooney, and you can contact him at:

Human Resources HQ
Department of Foreign Affairs
76-78 Harcourt Street
Dublin 2

Tel: 01 408 2000

Email Inquiry Officer  ensuring you state that it is for the attention of the Inquiry Officer

Legal disclaimers

The contents of these pages are provided as an information guide only. They are intended to enhance public access to information about the Department of Foreign Affairs and Trade.

While every effort is made in preparing material for publication, no responsibility is accepted by or on behalf of the State for any errors, omissions or misleading statements on these pages or any site to which these pages connect.

Although every effort is made to ensure the reliability of links to third-party sites, they are provided for convenience and for information purposes only. The provision of a link cannot be taken as an endorsement or approval of a third-party site or of the information and/or opinions that it contains. The Department of Foreign Affairs and Trade bears no responsibility for the content of a third-party site or any subsequent links that it contains and has no control over the content or availability of such a site. The third party site should be contacted for answers to any questions regarding its content. 

Using our information

We comply with the Regulations on the Re-use of Public Sector Information and we encourage the re-use of the information that we produce.

All of the information featured on our website is the copyright of the Department of Foreign Affairs and Trade unless otherwise indicated. You may re-use the information on this website free of charge in any format.

Re-use includes copying, issuing copies to the public, and publishing, broadcasting and translating into other languages. It also covers non-commercial research and study.

Conditions for using our information

Re-use is subject to the following conditions. You must:

  • Acknowledge the source and our copyright in cases where you supply the information to others
  • Reproduce the information accurately
  • Not use the information in a misleading way
  • Not use the information for the principal purpose of advertising or promoting a particular product or service
  • Not use the information for or in support of illegal, immoral, fraudulent, or dishonest purposes

The Department of Foreign Affairs and Trade is not liable for any loss or liability associated with the re-use of information and does not certify that the information is up-to-date or error free. We do not authorise any user to have exclusive rights to re-use of our information.

Information we maintain

For further information on the re-use of information maintained by the Department please email us in the Freedom of Information Unit at


We would like to thank Fáilte Ireland and the Defence Forces for the use of some of their photographs on this site.

Protected Disclosures Annual Report

Section 22 of the Protected Disclosures Act 2014 requires the publication of a report each year relating to the number of protected disclosures made in the preceding year and any actions taken in response to such disclosures.

No protected disclosures were received by the Department of Foreign Affairs and Trade in 2020.

Children First Act 2015

The Children First Act 2015 was enacted in 2015 and was fully commenced on 11 December 2017. Further information on the Act and the Children First Guidelines can be found on the website of the Department of Children and Youth Affairs .

Under the Act, Tusla, the Child and Family Agency, and An Garda Síochána are designated as the organisations with responsibility for child protection and welfare.

The Act places additional obligations on providers of certain services to children. While this Department has limited direct interaction with children, to meet our obligations under the Act, the Department has developed a Sectoral Implementation Plan and a Child Safeguarding Statement.

Web Accessibility 

We aim to comply with Level Double-A of the Web Accessibility Initiative Web Content Accessibility Guidelines.