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Customer service

Our customers come from many walks of life.

They include individual members of the public, elected representatives, agencies associated with the department, other government departments and offices, international organisations and many voluntary/representative groups who do business with the department.

Our aim

We aim at all times to provide our customers with a professional, efficient and courteous service and to do our best to improve the standards of the service which we provide. The purpose of this Customer Charter is to set out the standard of service our customers can expect to receive from the Department.

(Note: The publication of a Customer Charter is not intended to create new legal rights for customers.)

Our commitment

Customer satisfaction is very important to us and we aim to achieve this by:

  • giving our customers the best possible service and advice
  • treating customers in a proper, fair, impartial and courteous manner
  • aiming to ensure that rights to equal treatment set out by equality legislation are upheld in the delivery of our services
  • aiming, where possible, to meet any special need our customers may have

Customer satisfaction is very important to us and we aim to achieve this by following the targets/objectives of the Quality Customer Service Guiding Principles as set out in our Customer Action Plan.

Contact us

You can contact us by email, post and (in some cases) by calling to a public office.

Written communication

We will acknowledge the majority of written communications within 5 working days of receiving them and provide a final reply within 20 working days. In cases where there is going to be a delay, we will explain this to our customers by an interim reply before the 20-day period is up.

Our staff will provide our customers with full contact details and a reference number (where applicable). If the correspondence is for another Government department or body, we will pass it on directly to that department, and we will tell the customer what we have done with it.

In the Irish Naturalisation and Immigration Service, where the processing of large volumes of applications is involved, a balance has to be struck between the work involved in the processing of the applications on the one hand and answering queries in relation to when the applications will be processed on the other.

While every effort is made to facilitate customer queries, we believe that, when deciding on the allocation of resources, the balance should be in favour of processing applications.

Personal callers

We will be available to meet by appointment with our customers during normal office hours. We will greet visitors politely, be fair and helpful and deal with their enquiries as quickly as possible.

We will provide suitable facilities for meetings and will make sure that our offices are clean and safe. We will also make sure that our offices are accessible for people with disabilities.

Equal status policy

We are fully committed to providing a service that all our customers can avail of and that treats all customers equally. We will do our best to make sure that the service we provide takes account of the needs that particular groups of customers may have, and we will consult with our customers to make sure that their accessibility needs are looked after.

We will provide suitable staff training to support these commitments.


We will increase the levels of knowledge in the Department about equality and diversity through training, information and communication. In our dealings with our customers, we will make sure that their rights to equal treatment set out by equality legislation are upheld.


The Department's Access Officer is Seamus Callagy and his office can be contacted by sending an email to

Seirbhís i nGaeilge

Déanfaidh an Roinn gach iarracht chun freastal ar dhaoine ar mian leo a ngnó a dhéanamh trí mheán na Gaeilge.


We will invest in customer service training for staff, in particular for staff who are in contact with the general public.

Feedback or to make a complaint

We are committed to consulting with our customers and to asking them how we are doing. Our customers can help us by:

  • providing comments, make a complaint or make a suggestion about the service we give;
  • filling out and returning any customer survey forms we may send to them.

If you want to make a suggestion on how we could improve our service or for general queries you can email our Quality Customer Service Office at

You can also write to:

Quality Customer Service Officer
Department of Justice
51 St. Stephen's Green
Dublin 2

For complaints about the quality of customer service provided by INIS, you can email or write to:

INIS Quality Customer Service Officer,
Department of Justice,
13/14 Burgh Quay,
Dublin 2.

So how are we doing

We will find this out by:

  • Feedback and suggestions received from our Customers
  • Consulting our customers through surveys, indepth interviews, focus groups and comparing our performance against previous results
  • Using internal management information systems e.g. correspondence tracking systems and our e-mail system
  • Disability audits, compliance with National Health and Safety Standards, external evaluation of websites etc

We can help you best if you:

  • Provide any information you have which is relevant to your inquiry
  • Provide any relevant documents and reference numbers you have
  • Follow any checklists or guidelines which you have been given
  • Treat our Staff and Other customers with courtesy and respect


If you have questions, contact us.

Updated: 13 April 2021