New call centre to open this week to help fix the ‘unacceptable’ delays at passport offices

With hundreds of people stuck in huge queues at the Melbourne passport office, the federal government has announced extra resources to address the backlog.

A new call centre will be up and running this week to help Australians facing huge delays to renew their passports.

Queues have spilled on to the streets surrounding the Melbourne passport office in recent days as the Department of Foreign Affairs struggles to keep up with demand now the borders have reopened.

Hopeful travellers have also reported their calls for help have been left unanswered for weeks.

Assistant Foreign Affairs Minister Tim Watts said the situation was “unacceptable”.

Part of the passport queue in Collins St, Melbourne. Picture: Tony Gough

The major delay has been described as ‘unacceptable’. Picture: Tony Gough

Between 7000 and 9000 applications were processed every day prior to the pandemic. That has recently increased to between 10,000 and 12,000, with a daily record reached on Tuesday of 16,417 applications.

“This problem was predictable and is the result of the previous government dropping the ball and failing to properly plan for the surge in passport applications when borders reopened,” Mr Watts said.

“It shouldn’t be Australians who suffer the consequences of these failures. While it will take some time to get back on track, we will continue to work with DFAT to make sure the required resources are delivered.”

The government has put 35 staff into the new call centre, with another 35 to start next week.

Mr Watts said at least 250 extra staff would be brought in to help over the next six weeks.