Passport Office complaints and appeals

Complaints procedure

The Passport Service has a complaints procedure in place to allow customers give feedback on the quality of the service they receive.

We want customers to let us know how the service can be improved. Your comments will be dealt with in confidence.

You may submit a complaint in two ways:

a) by writing a letter to Customer Care, Passport Service, Knockmaun House, 42-47, Lower Mount Street, Dublin 2, D02 TN83

b) or through this portal - online complaints portal

This portal allows a person who has a passport (online or paper) application, an Irish passport, Foreign Birth Registration application, or a Foreign Birth Registration Certificate to submit a complaint to the Passport Service.

The Passport Service aims to resolve complaints as soon as possible. If this is not possible then we will:

  • Record the details of the complaint and acknowledge that we have received it
  • Issue a response as soon as possible
  • Explain why, if your complaint cannot be resolved for any reason beyond our control
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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:

Passport Appeals Officer
Department of Foreign Affairs
80 St. Stephen’s Green Dublin 2
Ireland

Refusals based on citizenship

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 matters.

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If you are not satisfied with the outcome of your appeal or complaint

Office of the Ombudsman

6 Earlsfort Terrace
Dublin 2
D02 W773

If you are not satisfied with the outcome of our complaints and appeal procedure, you can refer the matter to the Ombudsman by clicking on the ‘Make A Complaint’ link at ombudsman.ie.

Further contact details for the Ombudsman are at ombudsman.ie/contact.

Ombudsman for Children

You should contact the Ombudsman for Children (oco.ie) if your complaint concerns a service provided to a child (under 18).

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