Identity Card Section Quality Service Charter

Contents

Who we are

This Charter

How to contact us

Opening hours

Information protected

Our services

How you can help us

If you are not satisfied with our service

Learning from you!

Who we are

The Identity Card Section forms part of the Electoral Office within the Office of the Prime Minister. This office is furnished with high technology equipment to ascertain prompt action to all persons who require our services. Maltese nationals applying for an Identity Card must have their birth registered at the Public Registry. This office can produce Civil Status Certificates registered at the Public Registry through the Common Database (CdB) link. In most cases, Identity Cards are issued on the same day the client files an application in Malta while applicants in Gozo may receive their Identity Card after five working days.

This Charter

This Charter outlines the services we provide and the standards of service we aim to achieve and which you can expect from us. Through this Charter we are committing ourselves to providing you with a quality service.

How to contact us

The Identity Card Section is situated within Evans Building in Valletta near the Mediterranean Conference Centre. You can contact us by:

• visiting us or writing to the:

Identity Card Section

St Elmo Place

Valletta VLT 2000

• phoning on: 25583200

• sending a fax on: 21 248457

• sending an email on: electoral.office@gov.mt

• accessing our website on: www.electoral.gov.mt

Gozo residents can contact us by:

• visiting us or writing to the:

Identity Card Section

28A, St Francis Square,

Victoria

VCT 2000 Gozo

• phoning on: 21 556317

• sending a fax on: 21 561084

• sending an email on: electoral.office@gov.mt

• accessing our website on: www.electoral.gov.mt

Whenever you contact us we will:

• always listen to you and treat you politely and with respect

• make it easy for everyone to use our services

• maintain full confidentiality on all your information.

When you visit our office we will:

• be quick, courteous and helpful at all times

• welcome you in a clean and friendly environment.

• When you phone us you can expect us to:

• answer promptly

• identify ourselves and our position.

When you send us an email, you can expect us to:

• send an immediate acknowledgement

• send an initial reply within 2 working days of acknowledgement

• send a final reply to more complex correspondence within 5 working days of initial reply.

When you request an appointment, you can expect us to:

• make an appointment within 8 working days upon receiving your phone call, fax or email.

Opening hours

Both the Identity Card Offices in Malta and Gozo are open from Monday to Saturday as follows:

Monday to Friday between 7.30 am and 2.00 pm

Wednesday between 3.00 pm and 6.00 pm and

Saturday from 7.30 am to 10.30 am

Important Notice regarding photograph on I.D. Cards

Only digital photographs taken by this Office shall be accepted.  No photographs shall be taken of persons wearing sleeveless or strapless tops or shirts.  Suitable attire is required. 

Information protected

Personal information provided is protected and used in accordance with the Data Protection Act 2001.

Our services

The Identity Card Section offers eight services all catering for a different sector of society or a particular situation, namely:

• applying for an Identity Card for Maltese nationals between 14 and 18 years of age

• applying for an Identity Card for Maltese nationals over 18 years of age - excluding holders of dual nationality

• applying for an Identity Card for Maltese nationals holding dual nationality

• applying for an Identity Card for foreigners

• renewing an expired Identity Card

• renewing of Identity Cards for housebound persons

• changing the details on an Identity Card

• replacing lost or stolen Identity Cards.

The above mentioned services are also offered from the Identity Card Section in Gozo.

Applying for an Identity Card for Maltese nationals between 14 and 18 years of age

Maltese Nationals who are eligible for a Maltese Identity Card should:

• call personally at the Identity Cards section

• fill in an application form

• take a computerised photo which is free of charge at our photographic section

• then proceed to the Front Office to have their Identity Card processed and printed.

Please bring with you:

• the Identity Card numbers of your parents.

We will:

• issue the Identity Card on the same day the client files an application with the section.

Applying for an Identity Card for Maltese nationals over 18 years of age - excluding holders of dual nationality

Maltese Nationals who have been living abroad, have relocated to Malta or Gozo, and wish to apply for an Identity Card should call at our office and:

• fill in an application form

• take a computerised photo which is free of charge at our photographic section.

Please bring with you the following:

• your passport

• your marriage certificate or separation/divorce papers (female applicants only) if the marriage took place before 1975 or if it is not registered at the Malta Public Registry

• your father’s Identity Card number or his date of birth

• the renunciation certificate of any other nationality if you are not entitled to dual citizenship.

We will:

• issue the Identity Card on the same day the client files an application with the section.

Applying for an Identity Card for Maltese nationals holding dual nationality

All persons who are Maltese nationals and hold another nationality have to apply for an Identity Card if they are residing in the Maltese Islands. You are to call at our office and:

• fill in an application form

• take a computerised photo which is free of charge at our photographic section.

• Please bring with you the following:

• your old Identity Card (if applicable)

• your Maltese registration certificate or dual citizenship certificate

• your passport or passports.

• your marriage certificate or separation/divorce papers (female applicants only) if the marriage took place before 1975 or if it is not registered at the Malta Public Registry

We will:

• due to technical formalities issue the Identity Card within five working days from the date when the formal application has been filed at our office.

Foreigners applying for or renewing an Identity Card

European Union citizens who are resident in the Maltese Islands and non-EU citizens who acquired a residence permit, working permit or a freedom of movement permit should apply for an Identity Card. You are to call at our office and:

• fill in an application form

• take a computerised photo which is free of charge at our photographic section.

Please bring with you:

• your passport or foreign identity card. Note that the passport of non-EU citizens must bear a valid residential or working permit sticker which will not expire at least within the next three months as on the day you call at the Office.

• your original marriage certificate or separation/divorce papers if you are a married female (if these are not registered at the Malta Public Registry).

We will:

• check all the necessary verifications after which you will receive a letter from this Section within 14 working days after the application is filed at our office. It will inform you that your Identity Card is ready to be issued and that you can collect it during office hours. Just bring the letter and your passport or foreign Identity Card

• if there are any difficulties we will contact you by telephone or by a letter within the stipulated 14 working days

• check Identity Cards are issued "For Use In Malta Only" and " Not valid for travel". In fact such Identity Cards may not be used for travel abroad. Their purpose is for identification within the Maltese Islands only.

Renewal of Identity Cards can be effected in these cases:

• persons who have applied for an Identity Card at 14 years of age and have reached the age of 16

• persons who renewed their Identity Card at 16 years of age and have reached the age of 18

• persons whose Identity Card has expired (please see above Very Important Note on Renewal).

All the above can call at our office and:

• fill in an application form

• take a computerised photo which is free of charge at our photographic section.

Please bring with you:

• your old Identity Card.

We will:

• issue the Identity Card on the same day the client files an application with the section.

Renewing of Identity Cards for housebound persons

All those housebound persons and those in residential homes and hospitals due to old age and/or disability do not need to call personally at our office to renew their Identity card. All you have to do is contact us by telephone or sending us an e-mail and we will:

• provide the service by sending one of our representatives at home or hospital to renew your Identity Card.

When you phone for our representative to call on you for a photo to be taken we will:

• send our representative within ten working days

• issue the Identity Card within seven working days from when your photo has been taken.

We will:

• deliver your Identity Card at home or hospital.

Changing the details on an Identity Card

The Identity Card has to be renewed in case of:

• change of address

• any correction in connection with the name, date or place of birth

• change of surname due to marriage ,separation, divorce or annulment.

You are to call at our office and:

• fill in an application form

• take a computerised photo which is free of charge at our photographic section.

Please bring with you the following:

• your old Identity Card

• Public Registry certificate or relative documentation if the change in status occurred before 1975 or is not yet registered at the Public Registry.

We will:

• issue the Identity Card on the same day the client files an application with this section.

Whenever an Identity Card has been lost or stolen a person has to make a report at the District Police Station.

You are to:

• call at our office with the copy of the Police report and another official I.D. such as the passport, driving licence or the senior citizen’s card. (foreigners must bring their passport or foreign I.D. Card)

• take an oath in front of a Police Officer on duty at our office

• pay €3.49 for expenses incurred

• fill in an application form

• take a computerised photo which is free of charge at our photographic section

• when you go to the District Police Station to lodge a report that the Identity Card has been lost or stolen, make sure you take another means of official photo ID and that you are given a certificate confirming the report.

We will:

• issue the Identity Card on the same day the client files an application with this section, provided all other requisites are in order. However, in case there is any doubt on the identity and in all cases where no other identity document as explained above is submitted, the I.D. Card would be issued on the next working day.

How you can help us

You can help us deliver a better quality in service by:

• being courteous and co-operative with all our staff

• providing us with accurate and up-to-date information when filling in the application form

• providing us with all the relevant information or documents when they are requested

• avoid calling at our office if you are over 18 years of age during school holidays (except in summer) owing to extremely high turnout of students.

If you are not satisfied with our service

Your complete satisfaction is essential to us. We look into all complaints as they help us improve our service. If you think that we have failed to maintain our service delivery standards you can lodge a complaint. You may write at the following address:

The Director

Identity Card Section

Electoral Office

Evans Building

St Elmo Place

Valletta VLT 2000

You will receive an acknowledgement within two working days of receipt and a full answer within ten working days of acknowledgement.

Learning from you!

We continuously strive to provide a service that meets your needs and we welcome any comments and suggestions for service improvement. Kindly give us your comments and suggestions by filling in the Feedback Form attached with this booklet and leaving it in the suggestion box or affix a stamp and send it by post to our office.

You can also lodge a complaint, make a suggestion or ask a question by accessing the Customer Care System at www.servizz.gov.mt

All information is correct at time of going to print. More information is available on the Charter Support Unit website.

September 2009