The Passport Office, Malta  -  Quality Service Charter

Contents

This Charter

·    Ordinary passports for first time applicants (adults over 18 years of age)

·    Ordinary passports for first time applicants (minors under 18 years of age)

·    Renewal of ordinary passports (adults over 18 years of age)

·    Renewal of ordinary passports (minors under 18 years of age)

·    Applying for or renewing a Second passport

·    Diplomatic passport

·    Refugee travelling documents (all ages)

·    Alien’s passports (all ages)

·    Collective passport for a group of not less than 5 minors

·    Emergency documents for Maltese nationals

·    Document of identity for foreign nationals

·    Replacing a lost, stolen or destroyed passport

·    Arabic translation on Maltese passports

·    Urgent applications within 4 hours

·    24-hour passport service

·    coming personally to our office

·    phoning us on 2220 9100  or free phone 8007 2386

·    faxing us on 2124 5328

·    emailing us on civil.registration@gov.mt

·    accessing our website at www.passaporti.gov.mt

·    answer your telephone calls promptly and courteously

·    return your calls on the same day and reply to your queries by the next working day

·    acknowledge you emails or communication from our website immediately and reply to your emails within 5 working days

·    when writing, we will acknowledge within one working day and reply by not later than 5 working days after receipt of letter.

·    be quick, courteous and helpful at all times

·    be knowledgeable, dedicated and well-trained in customer care and passport procedures

·    provide clear and accurate information about all passport services available

·    identify ourselves by wearing nametags

·    treat you in a professional manner, responsibly and expertly.

·    treating our staff with courtesy and respect

·    reading through the directions illustrated on the application form

·    providing us with the relevant forms, completed correctly and signed as required

·    bringing your ID card. When applying for a minors’ passport, also bring the ID card of your spouse and (if over 14), the ID card of the minor

·    applying for your passport preferably 7 working days prior to the date when you require it.  This will ensure that this Office will have ample time to resolve any difficulties that we might encounter.

·    applying for your passport in off-peak periods (October to April). This will ensure that your waiting time is reduced to a minimum.

·    ordinary passports to first time applicants (all ages)

·    renewals of ordinary passports (all ages)

·    second passports in special cases

·    Diplomatic passports

·    Refugee travelling documents

·    Alien’s passports

·    Collective passports for a group of more than 5 minors

·    Emergency Documents for Maltese nationals

·    Documents of Identity for foreign nationals.

·    replace lost/stolen/destroyed passports

·    provide Arabic translation on passports

·    administer oaths for passport purposes

·    process urgent applications within 4 hours

·    provide a 24-hour passport service. This service is normally provided to persons requiring urgent passports and pending the Director’s approval.  This service may be refused without prejudice.

·        Ordinary passports for first time applicants (adults over 18 years of age)

1. Form A filled and signed by you.
2. Form A filled and signed on Section 8 by a recommender (a professional person or a priest) who should have known you for 2 years.
3. Bring the Form A personally together with your ID card.
4. No certificates are normally required if you were born in Malta and/or your birth certificate was registered at the Public Registry.
5. We will take your photos at our office.
6. Pay €70 on application.
7. After 4 working days, come in person to collect your passport.
8. Your new passport will be valid for 10 years*.

·        Ordinary passports for first time applicants (minors under 18 years of age)

1. Form A filled in on behalf of the minor child.
2. Form A filled and signed on Section 7 and Section 8 by the recommender (a professional person or a priest).
3. For minors aged between 6 and 13 years, always bring one signed photo of the child with you. This must also be signed by the same recommender.
4. Bring the Form A together with both parents’ ID cards with you.
5. Bring over your child (and the signed photo) so we will take his/her biometric photo at our office if child is 6 years and over.
6. If your child is under 6 years of age, bring two photos and the Form A signed by the recommender. Child need not come.
7. No certificates are normally required if your child was born in Malta and/or his/her birth certificate was registered at the Public Registry. Otherwise, you should produce an original copy of the birth certificate.
8. We will take your child’s photos at our office.
9. Pay €35 if child is between 10 and 15 years. Passport valid for 5 years*.
10. Pay €14 if child is aged less than 10 years. Passport is valid for 2 years*.
11. After 4 working days, one of the parents should come in person (with his/her ID card) to collect the child’s passport.

·        Renewal of ordinary passports (adults over 18 years of age)

1.      Form A filled and signed by you.

2.      Bring the Form A personally together with your ID card.

3.      Bring your current passport.

4.      We will take your photos at our office.

5.      Pay €70 on application.

6.      After 4 working days, come in person to collect your passport.

7.      Your new passport will be valid for 10 years*.

·        Renewal of ordinary passports (minors under 18 years of age)

1.      Form A filled in on behalf of the minor child.

2.      Form A filled and signed on Section 7 and Section 8 by the recommender (a professional person or a priest).

3.      For minors aged between 6 and 13 years, always bring one signed photo of the child with you. This must also be signed by the same recommender.

4.      Bring the Form A together with both parents’ ID cards with you.

5.      Bring you child’s current passport.

6.      Bring over your child (and the photos) so we will take his/her biometric photo at our office if child is 6 years and over.

7.      If your child is under 6 years of age, bring only his photos and the Form A signed by the recommender. Child need not come.

8.      We will take your child’s photos at our office.

9.      Pay €35 if child is between 10 and 15 years. Passport valid for 5 years*.

10. Pay €14 if child is aged less than 10 years. Passport is valid for 2 years*.

11. After 4 working days, one of the parents should come in person (with his/her ID card) to collect the child’s passport.

·        Applying for or renewing a Second passport

1.      Form A filled and signed by you.

2.      Bring the Form A personally together with your ID card.

3.      Bring your current passport.

4.      Produce a formal letter, addressed to Director, Passport and Civil Registration, requesting the issue of a Second passport and stating the reasons for such a request.

5.      We will take your photos at our office.

6.      Pay €120 (all ages) on application.

7.      After 4 working days, come in person to collect your passport.

8.      Your new passport will be valid for 10 years*.

·        Diplomatic passport

1.      Form A filled and signed by you.

2.      Bring the Form A personally together with your ID card.

3.      Bring your current passport.

4.      We will take your photos at our office.

5.      Pay €35 (all ages) on application through relevant Fund Transfer Voucher.

6.      After 4 working days, come in person to collect your passport.

7.      Your Diplomatic passport will be valid for 2 or 5 years.

·        Refugee Travelling document (Convention of 28 July 1951) (all ages)

1.      Form A filled and signed by you.

2.      Form A filled and signed on Section 8 by a recommender (a professional person or a priest) who should have known you for 2 years.

3.      Bring the Form A personally together with your ID card.

4.      Produce the Refugee Certificate issued by the Refugee Commission.

5.      We will take your photos at our office.

6.      Pay €55 (all ages) on application.

7.      After 4 working days, come in person to collect your passport. In the case of minors under 18 years of age, one of the parents has to call in person with his/her ID card.

8.      Your new passport will be valid for 3 years.

·        Alien’s passports (all ages)

1.      Fill in the Form H. This form is only available at the Emigrant’s Commission.

2.      Have the Form H filled and signed on Section 8 by the Emigrant’s Commission. In the case of minors (applicants under 18 years of age), Section 7 should also be signed by the Emigrant’s Commission and by both parents.

3.      As soon as you are informed that your application has been approved by the Permanent Secretary of the Ministry responsible for immigration, call at our office personally together with your ID card.

4.      We will take your photos at our office.

5.      Pay €37 (all ages) on application.

6.      After 15 working days, come in person to collect your passport.

7.      In the case of minors (applicants under 18 years of age), one of the parents has to call in person with his/her ID card. 

8.      Your new passport will be valid for 1 year.

1.      Collect the Collective passport application form from our offices.

2.      Collect the Parent Consent form for each and every minor in the group.

3.      Give one copy of the Parent Consent form to the parents of each child in the group and have it returned signed by both parents and a recommender.

4.      Submit 2 identical passport size photographs (in colour) of each child in the group. One of these photos has to be signed at the back by the same recommender who will be signing the Parent Consent form.

5.      An adult person, herein referred to as the Group Leader has to personally submit the photos and parent consent forms for each child in the group.

6.      The Group Leader should also produce his/her passport and ID card when presenting these documents.

7.      Pay a fee of €85.

8.      After one week, come in person to collect the Collective passport.

9.      The Collective passport will be valid for the duration of the journey.

10. Collective passports are only issued to Maltese nationals. Only persons   under 16 years of age can be included in a Collective passport.

1.      An Emergency Document is a travel document issued to Maltese nationals instead of a passport.

2.      It is issued for a one way journey to leave Malta. You will not be able to return back to Malta with this document.

3.      Fill the Form A and have it signed on Section 8 by a recommender (a professional person or a priest) who should have known you for 2 years.

4.      Submit 2 identical passport size photographs (in colour). One of these photos has to be signed at the back by the same recommender who will be signing the Form A.

5.      Produce the departure ticket when calling.

6.      The Emergency Document will be issued valid for the dates and destinations listed on the ticket.

7.      Pay a fee of €8 on application, irrespective of age.

8.      After 2 working days, come in person to collect the Emergency Document.

9.      In the case of minors, Section 7 of the Form A must also be signed by both        parents and by the same recommender who signs the photo and Section 8. When submitting the form, both parents’ ID cards must always be produced. In the case of minors under 18 years of age, one of the parents must come personally to collect the Emergency Document.

10. Always produce the ID cards or passports when calling.

1.      A Document of Identity is a travel document issued to foreign nationals instead of a passport.

2.      It is issued for a one way journey to leave Malta. You will not be able to return back to Malta with this document.

3.      Fill the Form A and have it signed on Section 8 by a recommender (a professional person or a priest) who should have known you for 2 years.

4.      Submit 2 identical passport size photographs (in colour). One of these photos has to be signed at the back by the same recommender who will be signing the Form A.

5.      Produce the departure ticket when calling.

6.      The Document of Identity will be issued valid for the dates and destinations listed on the ticket.

7.      Pay a fee of €8 on application.

8.      After 2 working days, come in person to collect the Document of Identity.

9.      In the case of minors, Section 7 of the Form A must also be signed by both        parents and by the same recommender who signs the photo and Section 8. When submitting the form, both parents’ ID’s must always be produced. In the case of minors under 18 years of age, one of the parents must come personally to collect the Document of Identity.

10. Always produce the ID cards or passports when calling.

11. Foreigners coming from countries which have an Embassy in Malta must seek           assistance from their respective embassy. The Passport Office will not process applications from such foreigners.

1. If your passport is lost, stolen or destroyed, you should apply for a new passport.
2. Fill in the Form A and sign it.
3. Have the Form A filled and signed on Section 8 by a recommender (a professional person or a priest) who should have known you for 2 years.
4. Bring the Form A personally together with your ID card.
5. Bring a copy of the Police report where you have to state the details regarding the misplacement or destruction of your passport.
6. Take a solemn declaration or a declaration on oath at our office, stating the details, place of loss or destruction of your passport.
7. We will take your photos at our office.
8. Pay €80 on application (€70 for the passport and €10 for the solemn declaration).
9. After 4 working days, come in person to collect your passport.
10. Your new passport will be valid for 10 years*.

1.        Fill in the Arabic Translation Form available at the Passport Office.

2.        Bring your passport and ID card.

3.        Pay €6 on application.

4.        After 2 working days, come in person to collect your passport.

1.        This service is provided to persons requiring a passport in urgent situations.

2.        First, you should contact the duty officer at the Malta International Airport who will direct you to the Passport Office’s duty manager.

3.        The Passport Office’s duty manager will give you all information you may require to apply for the 24-hour passport service.

4.        We will issue an urgent passport after office hours if you give 4 hours notice to the duty manager. No service will be given in less than 4 hours.

5.        Call at our office in person at the time agreed with the duty manager. We        will take your passport photos at our office.

6.        Pay a fee of €165 (all ages).

7.        We will issue a new passport valid for 10 years*.

8.        If your passport is lost, stolen or destroyed, we will not be able to issue a   replacement passport outside office hours.

*Some restrictions may apply.

1.      If you are unable to call in person to our office due to severe medical or health reasons, you should ask a relative to call on your behalf. Mild or transitional medical conditions are not accepted as a justification for your inability to call in person.

2.      First, fill in and sign the application Form A accordingly.

3.      Obtain, either from our offices or our website, the Image Capture Application Form (ICAF). Affix a recent photo of yourself and put your signature in the box provided. The quality of the photo submitted should be as described on the notes attached to the application Form A and they should have been taken within the last three months. Sign the ICAF in black ink.

4.      Send a relative with the

·        Form A

·        your photos

·        the Image Capture Application Form

·        your current passport and

·        your ID card.

5.      Send a medical certificate (endorsed by your doctor), stating your medical condition and the reason for your inability to apply for and collect your passport. The person applying for and collecting your passport should be indicated on the medical certificate. The photos and the medical certificate submitted become part of our official records and we will not return them.

6.      The relative submitting your application must also produce his/her ID card.

7.      We will scan your photos and provided they meet internationally agreed standards, your relative will be asked to pay the relevant fee on application.

8.      After 4 working days, the same relative has to come to collect your passport, bringing his/her ID card and your ID card.

9.      We may refuse to process your application if we cannot confirm your true identity with the documents submitted. In this case, you might be asked to provide further documentation to sustain your identity.

1. It is your responsibility to check your passport’s validity before you book your flight. For such reason, the Passport Office is not liable in any way for any damages you may suffer should we fail to provide this service.

2. As the Malta Passport contains highly advanced biometric characteristics and other security features, there may be instances were we will not be able to guarantee the delivery of a new passport outside office hours within the specified times listed above. This may be due to the passport system’s updates, upgrades, back-ups and shut-downs which are normally carried out after office hours. The Passport Office will carry out all maintenance as required by the system, without giving any notice to the general public. During such instances, the 24-hour passport service will be suspended. You will be informed about this as soon as you contact the Passport Office’s duty manager.

3. This service is available to Maltese nationals ONLY requesting the issue of an ordinary Maltese passport. Foreigners should seek assistance from their respective embassies or consulates should they require a travelling document outside office hours.

1. If you have changed your surname either by marriage, annulment, separation or divorce, you should submit a new application to change the personal details on your passport. The full fee has to be paid in such cases. Changes in names and/or surnames by Deed Poll, ARE NOT ACCEPTED unless registered at the Malta Public Registry.

1. If you are a separated parent, you would still need both parents’ consent to apply for your child’s passport. Most separated parents have the care and custody of their minor child/ren. This does not automatically entail the parent to apply for the child’s passport without the other parent’s consent. For such reason we require both parents’ consent to issue a minor’s passport. To give consent is legally different from having care and custody.

2. Should one of the parents refuse to give his/her consent for a child to be issued with a passport, the other parent must seek recourse to the Family Court to obtain its authorisation.

3. If one of the parents is abroad, the consent must be forwarded to the nearest Maltese Embassy or Consulate. The Maltese representative abroad will verify the parent’s identity and the consent will be sent over to the Malta Passport Office through the Embassy. Consents received by fax, email or post will not be accepted unless channelled as explained here.

1.      bend, fold or crease your passport. The maximum flexure allowed is 10mm. Avoid carrying in clothing that will induce flexure (such as trouser pockets).

2.      perforate

3.      expose to extreme temperatures (less than -10˚C and more than +50˚C)

4.      expose to excessive moisture

5.      immerse in liquids.

All information is correct at time of going to print.