Michael Lowry (Tipperary, Independent) | Oireachtas source

I welcome the fact that priority is being given to clearing up the backlog. A great deal of frustration has built up over a period of time due to people's inability to make contact or get information on the progress of their applications. The Passport Office was under extreme pressure and it has done a fantastic job in the circumstances that have prevailed, but customer service must be improved. It needs a human touch. I heard reports from people who simply could not contact the office or get information on the progress of their applications. Delays are excusable, but lack of information and lack of contact with the applicants is inexcusable and should be addressed. Generally, progress has been made on passports and I welcome the Minister's statement today. However, people are entitled to expect a quality, reliable service within a reasonable timescale. I hope this can be achieved with the measures the Minister is taking at present and with the increase in staff.

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