‘System fault’ at passport office causes chaos

• Enraged public calls the so-called new process a ‘joke’
• Lack of sanitation facilities drive many into despair
• Public demands more regional offices, saving time and money

 By Randima Attygalle

A ‘system fault’ at the Department of Immigration and Emigration yesterday, put thousands of people at inconvenience causing havoc in its Battaramulla premises. Despite having secured ‘online appointments’ many passport-seekers were forced to wait in long queues, for hours way past the due appointments to go home empty-handed.

The mismanagement of crowds at the premises led to both ‘one day’ service and ‘normal’ applicants being shoved into one long queue. People travelling from as far as Anuradhapura, Kilinochchi and Polonnaruwa, a good many with their children, were placed in a dilemma. 

The lack of sufficient sanitation facilities, with one public toilet shut down for so called ‘maintenance work’, put the public in grave discomfort. With no proper personnel to disseminate information, many had to depend on the security officers, most of whom were callous and indifferent to the public.

The frustrated service-seekers charged the authorities to be ‘reverting to the stone age’ with their ‘illogical processes’ despite the modern technology available. The laborious renewal process of a passport is a joke, claimed many. Although new processes are supposed to make life easier for the public, what happens at the passport office is the contrary.

The photograph reference system too is irrational, complained many. “We are supposed to give our photo reference from the relevant studio and then make an online appointment. When we try to do so, there are no appointments available for months. Then we are compelled to get a fresh photo and wait as the validity of a photograph is only for three months. What is the rationale of this process?” questioned an enraged applicant from Kurunegala.

Many also accused the authorities for not providing sufficient online slots at the few regional offices available, compelling them to make a trip to Colombo.  “With cost-of-living skyrocketing, it is not easy for us to commute from so far away. Missing one day at work means we won’t have any pay for that day,” lamented a daily-wage earner from Akuressa who has applied for a job in Qatar through an agency.