Passport Service – Complaints and Appeals Procedures

Complaints Procedure
The Passport Service has a formal comments and 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 by writing to the Passport Complaints Officer, Knockmaun House, 42-47, Lower Mount Street, Dublin 2, D02 TN83

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
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 & Trade
80 St. Stephen’s Green Dublin 2

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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