24/7 online appointment system from tomorrow to end passport queue

Department of Immigration and Emigration Acting Controller General Nilusha Balasooriya (left) at yesterday's media briefing

• Acting Controller General Nilusha Balasooriya says system can accommodate up to 1,200 daily slots
• States all November slots are booked and appointments can be scheduled for December onwards via new system, including expanded bandwidth and security features
• Says online appointments still required for emergency applications, with case review by independent committee 
• Reveals around 33,000 blank passports remain; two shipments expected mid-Nov. and mid-Dec. 
• Claims constraints stem from decisions by previous administration; internal forensic audit underway 

By Charumini de Silva

The Department of Immigration and Emigration yesterday announced that it will introduce an online appointment system for passport applications starting tomorrow (6), aimed at streamlining the application process and reducing daily crowding at the State institution.

Addressing the media, Acting Controller General Nilusha Balasooriya said that the improved system would issue up to 1,200 appointments per day, though all slots for November are already booked. 



“Appointments can be secured for December onwards via the Department’s official website,” she said, adding that the new system is designed to be user-friendly, with enhanced bandwidth and security features, and can be accessed around the clock. 

“This system will end the current queues,” she expressed confidently.

Balasooriya also said this new system can crack down on unauthorised third parties profiting by offering ‘assistance’ with the system, advising the public to avoid such methods. “For those needing technical help, support is available via 1919 Government Information Centre or at the Department’s own Information Centre by calling 1962,” Balasooriya explained.

She said the rollout from tomorrow follows a two-week pilot test aimed at facilitating the public and to curb the influx of daily visitors to the Department’s offices.

When inquired about the company involved for the new appointment system’s development and upgrade, the Acting Controller General declined to disclose specifics, noting only that the Department is accountable for the system’s implementation and operation.

Balasooriya explained that emergency passport requests can be accommodated, but it requires an initial online appointment, with cases then reviewed by an independent committee comprising officials from the Public Security Ministry, Department of Immigration and Emigration, Sri Lanka Police, and Sri Lanka Army. “Applicants found to be using forged documents to expedite processing will face legal action,” she warned.

However, she failed to provide more details about this independent committee’s constitution and Chairman. 

When asked how many passports are issued by the Department, the Acting Controller General said that it has a limited daily capacity of 1,200 passports. 

“Around 33,000 blank passports remain from the recently received batch of 50,000. Two additional shipments totalling 700,000 passports are expected in mid-November and mid-December,” she said.

She affirmed that currently one-day passport services are issued on the same day, while standard applications require about a month for processing. 

Balasooriya indicated that these constraints stem from decisions by the previous administration. “Much of the Department’s time has been spent on addressing these legal issues involving passport procuring,” she claimed.

She disclosed that in addition to the ongoing legal proceedings, a forensic audit is underway to scrutinise the previous administration’s decisions that contributed to the backlog of passport issuances.