AN INVESTIGATION REPORT ON ALLEGED MANIFEST INJUSTICE IN THE ISSUANCE OF PASSPORTS BY THE DEPARTMENT OF IMMIGRATION

Abstract

The Commission undertook investigations into allegations that the Department of Immigration was overcharging citizens for passports. The investigation was Triggered by several complaints made online on social media via a Facebook Page called “Wanderlust Diaries Ltd” against the Department of Immigration. The Office of the Director General Immigration Services was notified of the Commission’s decision to investigate the matter on 3rd November 2022. The investigations team visited the Immigration offices and the Government Digital Payment Unit under the National Treasury, interviewed a number of officers as well as complainants, and obtained several documents relevant to the matter under investigation. All nine complaints alleging overcharge of passport fees were found to be true while the allegation by the Department of Immigration that the complainants edited their application to a lower series was found to be false. Investigations revealed that the Department of Immigration lacks an internal policy or a procedure guiding and regulating issues that may arise out of passport processing such as editing and cancellation of applications and also lacks a mechanism to automatically refund excess payments. Delays in the processing of passports and the unavailability of a particular passport series on the e-citizen platform were found to be occasioned majorly by two factors; delays in the approval of the procurement of blank passport booklets, and, the continuous breakdown of printing machines at the Department of Immigration. The e-citizen system was found to have eased and improved the efficiency of the passport application and payment processes but needs an upgrade to deal with emerging trends. In light of these findings, its recommended interalia that the Department of Immigration refunds all applicants with outstanding overpayment while formulating policy guidelines that will formalize and standardize the management of issues arising from the passport application processes.