Billy Timmins (Wicklow, Fine Gael)
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Question 390: To ask the Minister for Foreign Affairs the position regarding a matter (details supplied); and if he will make a statement on the matter. [18041/09]

Micheál Martin (Cork South Central, Fianna Fail)
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The Department of Foreign Affairs is committed to the provision of a quality customer service. All staff are made aware at induction and other training sessions of the need to maintain a high standard in dealing with customers, both at Headquarters and in our Embassies and Consulates abroad.

From the general public's perspective, the most familiar aspect of the Department's work is performed by the Passport and Consular Division. All frontline staff are provided with customer care training. Specific training is given to Passport Office staff who operate the telephone information service. In addition, the Office has a dedicated customer care team to deal with information requests, complaints or other difficulties that members of the public might have with their passport applications.

Although the Department is committed to providing a high quality customer service, there will be occasions when customers feel dissatisfied with the service they receive. A complaint handling procedure for use by our customers is outlined in our customer charter. Customers who are not satisfied with the outcome of the Department's complaints and appeal procedure have the option of referring the matter to the Ombudsman.