Our commitment to standards
We are actively involved in implementing our part in the national Public Service Reform process. In the management of our work we strive to achieve the highest standards
Customer Service Policy
Quality customer service is a key priority for this Department. The Customer Service Charter sets out the level of service you can expect when dealing with us.
We've developed our Customer Service Charter to ensure we consistently deliver the highest standard of service to all our customers, both at home and overseas.
Complaints and appeal procedure
Passport Complaints Procedures
Passport Service - Appeals Procedures
Foreign Birth Registration Review Process
Document Authentications – Appeals Procedure
Policy on Responding to Unreasonable Customer Communication
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 www.ombudsman.ie
Further contact details for the Ombudsman are at https://www.ombudsman.ie/contact/
Office of the Ombudsman,
6 Earlsfort Terrace,
Dublin 2,
D02 W773
Telephone: 01 639 5600
You should contact the Ombudsman for Children (www.oco.ie) if your complaint concerns a service provided to a child (under 18)
Public Service Reform Programme
This Public Service Reform Programme is being led centrally by the Department of Public Expenditure and Reform.
The goal is to achieve high-performing public service organisations that will work together to
- Provide value for money and quality public services
- Meet the needs of our community and also our international obligations
It is also underpinned by values of integrity, fairness, accountability and openness.
Our Integrated Reform Delivery Plan has been developed in the light of the Public Service Reform Programme.
It complements our reform and efficiency activities under the Croke Park Agreement (Public Service Agreement 2010-2014).
Public Finance Procedures
Our financial procedures and accounting policies are in line with the Public Financial Procedures issued by the Department of Finance. These are a set of guidelines, issued by the Department of Finance, to ensure that public finances are managed according to best practice.
We use the Public Financial Procedures to develop policies, procedures and guidelines for the Department and the management team that ensures our financial management is cohesive and meets the high standards expected from the public service.
Climate Action
On 21 December 2022, the Government published a new whole-of-Government Climate Action Plan, aimed at ensuring that Ireland effectively plays its part in addressing the growing challenges of climate change. The Plan outlined how the various strands of national and local government will work to reduce our country’s greenhouse gas emissions, while at the same time strengthening our resilience and our capacity to adapt to the now unavoidable impacts of climate change.
Climate Action Roadmap
The Climate Action Roadmap is a document produced by public sector bodies which communicates how each public body aims to meet the requirements of the Climate Action Mandate 2022 to reach its 2030 carbon and energy efficiency targets. The Department of Foreign Affairs is taking important steps towards promoting a sustainable future and reducing the impacts of climate change. As outlined in the Departments roadmap, we will be working towards important steps to reduce carbon emissions.
The Department's roadmap was approved by the Department's Management Board in June 2024 and can be viewed here.
Audit standards
The work of our Internal Audit Unit in the Department is governed by international Internal Audit Standards, which comprise:
- the Definition of Internal Auditing
- the Code of Ethics
- the International Standards for the Professional Practice of Internal Auditing (International Standards) issued by the global professional body, the Institute of Internal Auditors (the IIA).
Fraud policy
Our fraud policy covers any fraud, whether perpetrated internally or externally against the Department. It includes fraud by any provider of goods and services but it does not relate to fraud in wholly independent organisations that have received grants or financial assistance from us.
Our key ways of preventing fraud are by:
- Encouraging a culture of awareness and have measures in place to recognise and minimise the risk of fraud
- Having procedures in place for the prevention, detection, investigation, reporting and management of fraud
- Co-operating fully where an investigation of fraud is carried out
- Making available confidential and appropriate reporting mechanisms so that anyone, in good faith, can report genuine concerns
- Protecting those who in good faith report instances of suspected fraud
- Investigating immediately cases of suspected fraud in accordance with departmental and wider Civil Service procedures and, fully respecting the principles of due process and natural justice, pursue perpetrators to the fullest extent of the law
- Maintaining the principles of confidentiality in any investigation of fraud
- Learning from any occurrence of fraud to prevent it being repeated.
Standards and ethics
All our staff comply with the Civil Service Code of Standards and Behaviour.
For more information on our ethics obligations under the Ethics in Public Office Act, 1995 and 2001, contact the Standards in Public Office Commission
18 Lower Leeson Street
Dublin 2
D02 HE97
Telephone: 01 678 5222
LoCall: 1890 223030